Re-Imagining Customer Experience
Deloitte + Salesforce
Deloitte uses creativity, technology, strategy, and the power of partnership to help our clients transform impersonal transactions into trusted relationships and, therefore, improve and re-imagine customer experience.Know more
Re-imagine your connection with customers
To thrive in the new world of digital, companies need to be faster and smarter, finding new ways to reach customers at every touch point. Success depends on the latest innovations in cloud, analytics, mobile, and social – and a whole new digital mindset.
Now more than ever, it’s becoming critical for businesses to understand how to create meaningful experiences that make a positive impact on audiences towards achieving their aspirations.
Deloitte’s vision is simple. We empower our clients to reimagine the way they engage with employees, suppliers, and customers. We look beyond the customer - to the human – to help our clients create experiences that build connections to drive loyalty which fuels bottom line results.
Deloitte has a long history teaming with Salesforce. This means we work hand in hand with each other, for the best possible outcome for your business. With practitioners in over 35 countries, Deloitte brings deep industry insight, proven customer solutions experience, and Salesforce know-how.
Deloitte is a strategic partner of Salesforce. Deloitte Portugal has a specialized team composed of more than 70 officially certified professionals who hold more than 80 certifications. This team is recognized for being extensively involved in the definition and successful delivery of complex projects across multiple geographies, developing, implementing and running Marketing Cloud, Sales Cloud, Service Cloud, Commerce Cloud, CRM Tableau, and MuleSoft solutions in organizations.
Deloitte Portugal received the Partner of the Year 2021 Award by Salesforce.
The overall transformation journey
Discovery and understanding of insightful users needs.
Collection of requirements to complete framework, allocation and evaluation of User stories and design phase deliverables.
Delivery of tailored solution and collection of feedbacks.
Set of customer data and integration environment and of targeted campaign templates based on customized configurations and selected segments.
Operacionalização da solução.
Deployment of the solution embedded within the organization.
Testing, roll-out and release of the application and supporting the realization of expected business benefits.
Salesforce Cloud Capabilities
Deloitte + Salesforce help you create meaningful experiences that make a positive impact on audiences towards achieving their aspirations. Find new ways to reach customers at every touch point.Let’s talk
Salesforce Success Cases with Our Clients
Digital transformation is already a reality, know some of our case studies.
Brodheim Group | Customer MDM and Salesforce Marketing Cloud
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.
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.
- 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
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.
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.
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
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.
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.
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
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.
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.
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.
Salesforce Certifications and Awards
When we make an impact that matters, we are recognized by our delivery excellence and our strong investment in our team
+6500 Deloitte Certified Salesforce Professionals Worldwide
+70 certified Salesforce professionals in Portugal
+80 Salesforce certifications in Portugal