What’s Inside?
- Implementation of a global contact center managing phone, email, and web inquiries in a single interface.
- Integration of “Care & Repair” activities with core customer service for total lifecycle traceability.
- Seamless synchronization with SAP production tools to align back-office logistics with front-office excellence.
Context
Our client is an iconic luxury brand, instantly recognizable by its signature red-soled footwear. Since expanding its universe to include men’s and children’s collections, as well as a high-end beauty line, the Maison required a sophisticated digital infrastructure to match its reputation for excellence. The goal was to modernize their information system to provide a premium, consistent support experience across all global touchpoints.
Challenges
To support its global expansion, the brand needed to move beyond fragmented communication channels. The primary challenges included:
- Service Fragmentation: The need to unify phone, email, and web interactions into a central hub.
- Lack of Traceability: Difficulty in tracking the complete history of “Customer Care” activities across different regions.
- Operational Silos: A requirement for better collaboration between specialized “Care & Repair” service centers and general customer support teams.
The Solution
We designed and implemented a robust Salesforce ecosystem tailored for luxury retail requirements:
- Salesforce Sales Cloud: Leveraged as the core platform to manage high-touch client relationships and support tickets.
- Salesforce Experience Cloud: Deployed to facilitate secure, branded collaboration and information sharing.
- Omnichannel Contact Center: A unified interface for agents to handle multi-channel inquiries with full client context.
Our Contribution
As a long-term strategic partner, we managed the full project lifecycle to ensure the solution met the brand’s rigorous standards:
- Strategic Scoping & Workshops: Conducting in-depth functional workshops to define the global service perimeter.
- Custom Technical Development: Building specific Salesforce extensions to cover unique luxury service workflows.
- Back-Office Integration: Interfacing Salesforce with internal production tools, specifically SAP, to ensure real-time visibility into sales and client data.
- Deployment & Support: Managing the global rollout, including comprehensive testing and post-go-live support to ensure high adoption.
Benefits
The transformation successfully aligned the brand’s digital capabilities with its heritage of craftsmanship:
- Unified 360° View: Agents now have immediate access to client bases and sales history, enabling highly personalized service.
- Operational Efficiency: Automated ticket assignment and streamlined processes have reduced response times for global inquiries.
- Enhanced Traceability: Every step of the customer journey, including specialized repairs, is now fully traceable within a single system.
- Improved Collaboration: Seamless data flow between the contact center and production teams has eliminated silos and improved service accuracy.
Key Figures & Dates
- Workload: 150 man-days
- Impact: 150 global users
