What’s Inside?
- Unified Omnichannel Experience: Transition from transactional relationships to a comprehensive B2B2C management platform.
- Global Brand Alignment: Harmonized multi-brand and multi-country approaches to ensure consistent luxury positioning worldwide.
- Real-time Data Synchronization: Seamless integration of dynamic landing pages and communication preferences directly into the CRM.
Context
Our client, a prestigious French group in the high-end wines and spirits sector, embarked on a significant modernization of its Information System. The strategic priority was to overhaul their core business application: global customer relationship management.
Challenges
The group faced several complexities in its digital landscape that required a strategic intervention:
- Engagement Fragmentation: A critical need to centralize and track all “client interactions” within a single, unified tool.
- Global Scalability: The requirement for a platform capable of supporting multi-brand and multi-country strategies simultaneously.
- Dynamic Content Delivery: The necessity to provide multilingual landing pages with dynamic content while ensuring communication preferences were synced in real-time.
The Solution
We implemented a robust multi-cloud architecture centered on the Salesforce ecosystem:
- Multi-Cloud Integration: Simultaneous deployment of Sales Cloud, Service Cloud, and Commerce Cloud to cover the entire customer lifecycle.
- Visual Asset Management: Integration of SharinPix to optimize the management and utilization of high-end brand imagery.
- Technical Orchestration: Development of specific features to manage multiple simultaneous asynchronous calls, ensuring high performance.
Our Contribution
Spoon Consulting acted as the primary technical and strategic partner, delivering:
- Strategic Architecture: Defining the choices and strategic architecture required for a scalable, global solution.
- End-to-End Implementation: Managing the full design, construction, and configuration of the multi-cloud environment.
- Data Excellence: Leading complex data recovery operations to ensure a smooth transition from legacy systems.
- User Enablement: Providing comprehensive documentation and dedicated support during the UAT and go-live phases.
Benefits
The transformation provided the client with a powerful engine for sustainable luxury growth:
- Holistic Client Visibility: A 360-degree view of interactions enables personalized engagement and fosters long-term brand loyalty.
- Operational Agility: The group can now rapidly deploy new brand or country initiatives within a standardized yet flexible framework.
- Enhanced Digital Marketing: Real-time synchronization of communication preferences directly in Salesforce ensures marketing compliance and relevance.
Key Figures & Dates
- Project duration: 2016 – Ongoing
- Workload: 1,200 man-days
- Impact: > 100 professional users
