Everything in its right place
As we mentioned, FOREO’s existing technology stack was complex, with different systems for every step of the customer journey. All of the existing solutions (for digital marketing, service tickets – chat, phone and email support) were among leading solutions on the market but did not work well together so great.
What FOREO, Merkle DACH and HSM managed to do with Salesforce is to finally bring everything together and now they can finally provide their employees and customers with a frictionless experience – FOREO Customer 360 experience!
Customer experience and customer satisfaction scores have improved – even if customers have no idea what happens in the background, every single piece of information about a certain customer is now in one place which significantly streamlines processes in every department – sales, marketing and service.
Customer lifetime value, retention & acquisition have also increased exponentially, thanks to the fact that sales and marketing campaigns can now be done in a smarter and more structured way. Customer journeys are now more seamless and nurturing the existing customer base is a lot simpler, along with new customers being easier to identify and acquire.
Salesforce has brought them: