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October 4, 2016
SAN FRANCISCO -- Salesforce, the Customer Success Platform and world's #1 CRM company, today announced that The Aldo Group -- a world-leading creator and operator of desirable footwear and accessory brands -- has doubled its rollout of Salesforce Service Cloud to consolidate its service activities across two signature brands: Aldo and Call It Spring, and one multi-brand retail concept, Globo. Used in conjunction with Salesforce Marketing Cloud, The Aldo Group has successfully brought sales, service and marketing onto one platform to transform the shopper journey.
Today, shoppers are more empowered than ever before, with a wealth of information at their fingertips. Consumers now connect with brands across multiple devices and channels, including websites, social networks and apps -- often all at the same time -- and this has completely transformed the shopper journey. In fact, 82% or more of consumers begin their journeys online, and the majority of those consumers end their journeys in a physical store. To keep pace as consumer preferences evolve, retailers must deliver personalized experiences for shoppers that blend in-store with online and mobile shopping.
The Aldo Group initially turned to Service Cloud to consolidate all of its shopper data on one platform. This enabled the company to get 360-degree views of each shopper and better insight into their preferences so that they can engage with them more effectively. From there, The Aldo Group deployed Marketing Cloud to better predict shopper needs and build 1-to-1 shopper journeys at scale, including customized emails and social engagement. This enabled The Aldo Group to reduce the number of emails it sends by 40% while increasing email revenue by 70% within 12 months.
Upon seeing the power of sales, service and marketing together on one platform, The Aldo Group recently chose to double its use of Service Cloud, enabling all of its customer contact center agents to quickly access shopper data, find answers and respond to questions faster, while providing personalized service via phone, chat, email and social media, across Canada, the United States and the United Kingdom. As a result, the company has seen faster case resolutions and an overall reduction in average handle time.
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