Digitization with Salesforce by Salesfive at YT Industries
Success Story
The project
YT was founded in 2007 with the aim of making it possible for anyone and everyone to own a high-end mountain bike, in which the high costs were significantly reduced by the then revolutionary direct sales. YT has remained true to this principle to this day and offers various bike models worldwide that regularly win competitions and are always at the top in test reports.
The company’s continuing success and growing business required a switch from various individual applications to a new, central software for marketing and service. Salesforce, as a flexible and intuitive system, was the perfect solution. Salesfive was brought in as a partner because of their expertise and understanding of the processes, as well as their shared passion for mountain biking.
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 YT Industries.
SAP
SAP is a provider of enterprise software for managing business processes.
“Putting customers at the center – thanks to Salesforce and Salesfive, we are a big step closer to achieving this goal. With the new system, we can make the most of potential and respond even better to dedicated customer inquiries or send personalized email campaigns. We are thrilled!”
Solution
The project success in detail
Putting customers at the center: Salesforce Agentforce Service (formerly Service Cloud) and Agentforce Marketing (formerly Marketing Cloud) as central platforms for all end-customer concerns and for managing personalized marketing campaigns.
Requirements
– Replacement of the legacy system of the service department
– Unified solution for marketing and service
– Linking and simplification of company data and processes
– Integration of the ERP system
Customer benefits
– Time savings thanks to breaking down data silos: all desired departments have access
– More customer insights lead to optimized customer relationships: customers are addressed in a new, targeted way
Solution
– Implementation of Agentforce Service and Agentforce Marketing
– Integration of the ERP system (SAP) as the basis for all master data
– Setting up different marketing journeys with dynamic language adaptation
– Connection of the store system
– Connection of the telephone system (CTI)
– Design of a new service process with workflows and automations
– Setting up the ticket system, including integration of new service channels
Advantages for YT Industries
– Salesforce as a central system for all customer concerns
– Leverage customer potential even better thanks to 360-degree view, overview of customer history and the ability to collect more KPIs and insights
– Ticket system simplifies the processing of various service requests
– A new way of marketing: personalization at every touchpoint of the customer journey
– Self-sufficient: no coding knowledge needed to create newsletters
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