Re-Imagining Customer Experience

Brodheim Group | Customer MDM and Salesforce Marketing Cloud

Client Challenge

With 70 years of history, the Brodheim Group represents some of the most exclusive brands in the world in the premium and luxury fashion such as Burberry, Tod’s , Furla, Guess and Timberland as well as others like Vans, Emporio Armani, Max Mara and Michael Kors. The group boasts: 70 owned retail stores, +700 collaborators, +500k clients. Brodheim’ wants to create a 360º customer view and optimize customer engagement through marketing automation.

Solution

This full marketing automation solution, has transformed Brodheim’s business in the digital era, provided a 360º view of the client through data collection and empowered the company with the right marketing automation so that the customer can be reached at the right time using the right channel.

Impact

• Cross-brand MDM - MDM built to visualize a 360º view of customer across brands.
• Fully integrated - with POS for journeys that start in the brick and mortar and vice-versa.
• Autonomy - Brodheim gained knowledge and built confidence to become self sufficient at the end of the project.

SPAR | Salesforce e-commerce B2B portal

Client Challenge

SPAR was facing many business challenges, on it’s own processes and which technological solutions should be used, when dealing with relationships between clients, franchisers and their own stores. The biggest challenges were:. Lack of Clients Integration. Some operations and processes were too inefficient. The clients couldn’t access in real time to the current product prices, discounts and promotions. The Opened Cases management was too inefficient, having as consequence the lack of tracking.

Solution

Deloitte’s team was able to delivery a B2B portal built on Salesforce technology Community cloud containing integration with Dynamics NAV (SPAR ERP platform). This enabled their own stores and franchisers to do orders directly on the platform keeping a direct communication with SPAR. The project was mainly divided in 3 parcels: the first one was focused on products/catalog, users, clients and platform management, the second one focused on the shopping cart, orders and promotional codes and the third one was focused on newsletter, recommendations, current account, dashboards with performance indicators and on the Mobile App.

Impact

With the new portal implemented and activated, SPAR has now full access to dashboards and reports with real time indicators, enabling them to foster their business quality on a daily basis. The company can quickly and effectively manage their entire catalog and guarantee that the information for their own stores and franchisers is always update – this is possible due to the bi-directional communication between SPAR’s ERP and the B2B platform, enabling daily updates of product prices, discounts, promotional codes generation, newsletters and campaigns. SPAR and their clients can now easily communicate, fostering a trusted and familiar relationship.

Airline Company | Customer Relationship Transformation

Client Challenge

Our client, a major Airline Company, has been transforming into a more efficient and reliable full-service carrier, not only through new routes and fares, but also through the service quality it provides. To attain these goals, the Airline Company focused on turning around its Customer Relationship department – processes, systems, information, people and its governance. Knowing its passengers in order to provide an excellent and personalized service is a top priority.

Solution

Deloitte has successfully supported the Airline Company in this transformation, specially by designing and implementing the customer service processes on Salesforce Service Cloud, integrating all the relevant information to support the agents on passenger interactions and by making available functionalities that were performed amongst >20 systems in a centralized, user-friendly CRM solution. Amongst the different functionalities provided: Omni-channel automatic case distribution based both on skills and queues logics, case forwarding, Knowledge management, Internal and external SLAs, claims automatic analysis, cases mass resolution, etc.

Impact

Our client was able to create records for more than 70k passengers in just 6 months, leading to a more personalized service. A total of 27% increase in sales was noticed in the contact center operation. 70% of all claims were automatically analyzed leading to a 50% less handling time per claim.

Banking Client | Financial Services & Marketing Cloud

Client Challenge

A large Client Banking was facing several business challenges and Deloitte has been supporting the revamp of the Bank’s servicing and commercial tooling and available capabilities by implementing Salesforce Financial Services Cloud, Marketing Cloud and Einstein.
With these initiatives, our Client aims to deliver faster and more personalized campaigns, as well as providing a Client 360º view for retail banking and 720º view for SME business.

Solution

A full discovery initiative was set in motion to understand Client’s future needs, define the implementation roadmap and detail the user stories. Then followed the Deliver phase where we implement the Salesforce solution. The project was divided in 2 delivery squads each one dedicated to a specific Cloud, Financial Services Cloud and Marketing Cloud, with an implementation done according to the agile methodology.

Impact

With the implementation of the new solution, they expect to converge to a centralized and contextualized solution that will not only benefit the final customer but also to the agents, allowing them to minimize preparation time of commercial activities and to have a clear view on Client needs and preferences, thus, personalizing the relationship.
Once the Marketing cloud approach is based on Client journeys, this will ensure that data is gathered in every touchpoint to assess the level of interest on the products and to distribute the best opportunities by the Commercial agents, increasing the conversion rate and optimizing commercial agents time.