Terra Canis goes digital: Success story
Success Story
The project
Terra Canis was the first dog food on the European market to be produced exclusively with 100 percent food-grade raw materials. As a quality leader in the industry and a popular brand among pet lovers, excellent customer service is essential for the company.
To combine customer service and marketing in one system, Salesforce was the perfect solution. Due to its industry-specific know-how and expertise in service and marketing automation, Salesfive was the partner of choice.
Technologies
These technologies were used
Systems are only as good as the technology behind them. That’s why we rely on modern solutions from the Salesforce ecosystem for our customers’ digitization projects. The following technologies, among others, were used at Terra Canis.
Marketing Cloud Account Engagement
Salesforce Marketing Cloud Account Engagement is a platform for automated B2B marketing and lead management.
“With the introduction of the Service Cloud and the link to our e-commerce channels, we can precisely document and track customer history with master data, orders and service cases. In combination with individualized marketing measures, we can implement targeted measures to increase sales and customer satisfaction.”
Solution
The project success in detail
Traceability and transparency: documentation of all service and marketing activities in one system. Maintenance of new and existing customer relationships thanks to automated email campaigns integrated into the customer lifecycle.
Requirements
– Optimization of customer service through a new service tool
– Maximizing data quality: documentation of customer history
– Linking of marketing and service in one tool as well as connection of the e-commerce channels
Customer benefits
– All information at a glance: master data, orders and service cases
– Clear customer history improves service quality
– Marketing automation and individualized customer journeys to increase customer engagement
Solution
– Service Cloud and Marketing Cloud Account Engagement implementation
– Integration of the Magento e-commerce platform and interface to the website
– Customized customer journeys to maximize customer engagement and ROI in sales.
– Development of own customer journeys for the expansion into new, international markets
Advantages for Terra Canis
– Clear customer history increases the quality of customer service
– Ticket system minimizes time-per-case and enables internal traceability
– Increased engagement of existing and new customers through individualized targeting
– Expansion into the new markets is supported by automated email journeys
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