Salesforce case studies: How companies are transforming the customer experience with Salesforce

Retail & Consumer

A high-profile global lifestyle brand with hundreds of retail stores worldwide was undergoing a major brand transformation in a fiercely competitive market. To position itself for growth, the retailer needed to revamp its customer engagement strategy—and deliver a personalized and trusted shopping experience across all of its channels. The retailer needed a solution to harness insights from social media, online sources and retail interactions to foster customer loyalty and increase revenues. 

PwC blends its unique Salesforce.com and retail & consumer experience to help a retailer strengthen its customer relationships and competitive differentiation.

 

Client challenge

A high-profile global lifestyle brand with hundreds of retail stores worldwide was undergoing a major brand transformation in a fiercely competitive market. To position itself for growth, the retailer needed to revamp its customer engagement strategy—and deliver a personalized and trusted shopping experience across all of its channels. The retailer needed a solution to harness insights from social media, online sources and retail interactions to foster customer loyalty and increase revenues.

 

Solution

PwC deployed a team with in-depth Salesforce.com and retail and consumer industry experience. As a Salesforce.com Platinum Cloud Alliance partner, we helped create an innovative Salesforce-powered Total Retail Clienteling solution. The solution helps deliver a positive, differentiated shopping experience when customers interact with the brand. PwC innovations include pre-built integrations into core CRM, social, and mobile platforms, and relevant capabilities in finance, customer analytics, inventory, and supply chain. The solution is also available as a native iPad application and leverages the Salesforce 1 Mobile Application.

 

Business impact

We helped the retailer design and deploy the new Total Retail Clienteling Solution in just six weeks—assisting from strategy through execution. Today, the retailer is well on its way to implementing its new customer-centric sales strategy. The new solution is deployed in 100 stores to date, with hundreds more to come, and it’s already yielding a positive return, especially in the case of promotional events, which have already experienced a 25 percent sales lift.

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Financial Services

A multibillion-dollar global financial services institution needed to establish a single customer relations management (CRM) program across three of its business units to rationalize its processes and platforms and implement a more unified view of its clients.

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Construction

A large building materials manufacturer was missing out on sales because of its aging sales force automation system. They looked to a new strategy to accelerate lead generation and increase market share.

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Hospitality & Leisure

A multibillion dollar food service company had ambitious growth goals that could only be met by a complete transformation of its global CRM systems. 

A multibillion dollar food service company had ambitious growth goals that could only be met by a complete transformation of its global CRM systems.

 

Client challenge

A large international food services organization developed an ambitious growth plan to improve its topline revenues by more than 40 percent. But in order to reach that goal, the company’s leaders knew they would have to transform their front office tools and equip their sales force with modern technology that was mobile-enabled and that would provide a 360-degree view of their clients across 20 countries. They needed a platform that would let them cross-sell and up-sell effectively, reduce customer churn by delivering higher levels of satisfaction, and create synergies among the sales, marketing, and account services teams.

 

Solution

PwC began with a highly collaborative series of interactive workshops to begin work on our transformation roadmap. Rather than simply create a plan on our own, the team literally co-created it with the company stakeholders—up to 20 in some meetings—to ensure that everybody would be on board from the beginning. Together we created a multi-year implementation plan for a global sales transformation built on a highly scalable and flexible Salesforce foundation.

 

Business impact

By working collaboratively with the client to design a system that had 100 percent buy-in from the start, and by engaging effectively with both the technology and the business leaders, PwC and the client team laid the groundwork for a transformation that the client anticipates will help it grow its top-line revenues by 42%.

 

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Technology

A global technology and services company reinvented its sales platform to achieve efficiencies across its international sales organization.

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Partner

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Mainland China Consulting Partner

Tel: +[86] (21) 2323 2108

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