Customer portal
Eterna Mode GmbH
THE 360° VIEW OF THE CUSTOMER STRENGTHENS CUSTOMER LOYALTY
Industry: Retail
Technologie: Salesforce Sales, Service, Marketing and Community
Challenges
The existing IT landscape was characterized by many different external systems. These were elaborately linked via interfaces and system integrators. For evaluations, data had to be collected and combined manually from different applications.
The goal was to introduce an IT platform as the central hub for all customer data, automated and customer-oriented communication, and strengthen customer loyalty through a customer portal, including ETERNA FANCARD (Customer Loyalty Program).
Through a multi-channel communication along the customer journey, a consistent perception of the brand at the customer should be achieved. The integration of the online shop, POS system and ERP was not allowed to hamper the ongoing daily business.
Solution
The central system was the Salesforce platform. Customer data is collected in the Sales Cloud, with customer communication via the Marketing Cloud. A new customer portal has been introduced using the Community Cloud.
The new set-up enables a 360 ° customer view for all departments. By automating and increasing relevance in communication, higher efficiency could be achieved.
The expansion of the loyalty program enables the customer to collect e-shirts and redeem vouchers in ETERNA Retail Stores as well as in the online shop, thus creating a seamless shopping experience.
The new customer portal is also integrated directly into the online shop and guarantees that the customer himself has access to all his information, including, for example, master data, purchases, product preferences and points collected.
