What’s Inside?
- Unified Multi-Brand Management: Centralization of customer interactions for over 50 distinct brands on a single, high-performance platform.
- Standardized Global Rollout: Implementation of a generic “deployment kit” to ensure rapid, normative rollouts across diverse geographic zones.
- 360-Degree Customer Insight: Integration of multi-division and multi-country data to provide a personalized, branded experience for every prospect.
Context
Our client, a world-renowned leader in the beauty sector, embarked on a strategic mission to modernize its Information System (IS) across the EMEA zone. The primary goal was to define and implement a “core service” model capable of supporting the unique requirements of more than 50 brands within the group’s extensive portfolio.
Challenges
The project aimed to overcome significant fragmentation in customer engagement:
- Brand Loyalty: The need to foster deeper loyalty by offering personalized, brand-specific service to existing and prospective customers.
- Fragmented Interactions: Tracking customer interactions across disparate tools made it difficult to maintain a consistent history.
- Complex Scalability: The challenge of developing a service approach that could scale across multiple divisions, brands, and countries simultaneously.
The Solution
We implemented a robust Salesforce Service Cloud solution tailored for large-scale international operations. Key technical highlights included:
- Agile Customization: Development of specific features to cover business needs not met by standard Service Cloud out-of-the-box functionality.
- Integration Architecture: Designing a complex integration layer to bridge Salesforce with existing “on-premise” legacy systems and web platforms.
- Core Model Governance: Establishing a “code model” and gap analysis process to balance standardized global practices with specific local country needs.
Our Contribution
Spoon Consulting acted as the primary technical partner for the design, construction, and deployment phases:
- Solution Design: Leading the agile definition and construction of the core platform features.
- Strategic Rollout: Drafting the generic deployment kit to facilitate fast, high-quality rollouts in new territories.
- Integration & Support: Managing the data flows between systems and providing dedicated support during the UAT and start-up phases.
Benefits
The digital transformation provided a new foundation for excellence in customer care:
- Rapid Rollouts: The standardized deployment model allowed for faster, predictable entries into new markets.
- Enhanced Personalization: Agents now have a holistic view of the customer, including past requests, allowing for much more “branded” and intimate service.
- Strategic Alignment: By anticipating local needs during the design phase, the organization ensured that global structural decisions supported local operational success.
Key Figures & Dates
- Project duration: 2016 – 2017
- Workload: 1,000 man-days
- Impact: 700 users across the EMEA region
