What’s Inside?
- The organization successfully transitioned from a transactional model to a personalized omnichannel customer relationship.
- Our teams maintained and optimized a complex architecture including Sales Cloud, Service Cloud, Experience Cloud, and Heroku.
- The project delivered a seamless 360-degree view for agents, allowing real-time modifications of client information directly in theaters.
Context
A leading European cinema network, with operations spanning across France, the United Kingdom, Switzerland, the Netherlands, Belgium, and Tunisia, aimed to revolutionize its customer engagement strategy. The organization wanted to shift its paradigm from a purely transactional model to building unique, personalized relationships with its audience.
Challenges
The primary challenge was to establish a unified platform capable of managing millions of customer interactions. The client needed a system where spectators could easily order tickets online and then be welcomed seamlessly by theater staff equipped with a comprehensive 360-degree view of their entire interaction history.
The Solution
The implemented solution was highly comprehensive, leveraging Salesforce Sales Cloud, Service Cloud, and Experience Cloud. This robust foundation was augmented with Heroku, Mobile SDK, Zuora, Odaseva, and Slimpay to handle complex subscriptions and high-volume data operations.
Our Contribution
We provided end-to-end architecture consulting and maintenance for the entire solution, including the Heroku platform. Our teams managed configuration, executed specific custom developments, and handled numerous complex integrations with external services. We also oversaw data quality initiatives, redesigned the client-facing web pages, and supported the client’s internal teams to ensure high adoption rates across the network.
Benefits
The Salesforce omnichannel CRM implementation provided a vastly improved vision of the customer journey. Centralized subscription management and real-time data access empower theater agents to modify client information on the spot using a dedicated Salesforce application. Furthermore, the 5 million customers now enjoy direct, simplified access to their information via a highly optimized Experience Cloud community, significantly elevating the overall user experience.
Key Figures & Dates
- Project duration: 02/2019 – Ongoing
- Workload: 500 man-days annually
- Impact: 1,500 Sales Cloud users and 5,000,000 Experience Cloud users
