Salesforce CRM system
Salesforce – the leading CRM system
With Salesforce’s CRM system, you can improve your customer experience, collaborate efficiently and maximise your productivity.
Deploying a centralised platform for efficient data management helps you improve customer relationships while at the same time optimising your processes and strengthening your business performance. As a consulting and integration partner for Salesforce software, Swisscom can help you find and implement the cloud or clouds that will best suit your needs.
The Salesforce platform supports both B2C and B2B companies with customer relationship management (CRM), customer service, marketing, e-commerce and IT. It provides your employees with a standardised, easily accessible overview of all customer data, simplifying internal communication and facilitating goal-oriented, efficient customer care.
Why is Salesforce the right solution for your company?
Do you want to improve customer relationships, merge fragmented data and offer your customers the highest degree of personalisation? Create exciting, standardised omnichannel customer experiences with a system that combines all data on a single platform. Not only will this help you identify customer needs at an early stage, but it also ensures compliance.
Our Salesforce portfolio
Our Salesforce factsheets
Typical Salesforce applications
360-degree customer view for CPG marketing campaign
Customer data platform (CDP) and direct marketing
Customer situation
A leading consumer goods company (CPG) was looking to restructure its data in a clean, standardised and segmented solution. It had two main goals: to understand customer behaviour and to orchestrate future one-to-one marketing campaigns.
Our solution
Salesforce Data Cloud was implemented in the company’s CX ecosystem in combination with Salesforce Marketing Cloud, Salesforce Sales Cloud and Salesforce Commerce Cloud to create a centralised customer data platform. At the same time, legacy systems were retired and marketing tools were replaced with an integrated Salesforce solution. The customer journey was supplemented by incentive campaigns, and e-commerce transactions were linked to direct marketing interactions, which positively impacted sales.
A B2B customer platform for manufacturing
Customer portal and e-commerce
Customer situation
A leading manufacturing company was confronted by dissatisfied customers who had no way of interacting quickly and easily with sales and service teams. Without an existing knowledge base, it was difficult to find data about business agreements, purchase spare parts, monitor production or obtain timely support.
Our solution
Salesforce Service Cloud and Salesforce Manufacturing Cloud were deployed in record time, allowing teams to regain control of all B2B sales operations. By integrating data streams into the ERP system, production could be matched with demand in real time. Salesforce B2B Commerce was implemented at a later date to allow customers to place orders from anywhere 24/7 based on existing business agreements. The Salesforce Service Cloud finally enabled the company to provide its customer service department with a complete knowledge base and enquiry tracking tool.
A unique in-store experience
Retail and clienteling customer experience
Customer situation
A leading retail brand found itself unable to deliver personalised customer experiences in its stores or take a consistent approach to customer retention. Customising the service to meet customers’ individual preferences when they visit flagship stores proved a particular challenge. The company also had no way to capture the data of customers in the stores. In addition, it was struggling to manage a high volume of customers following advertising campaigns (doorbusters).
Our solution
A clienteling application was developed on the basis of the company’s CRM system and deployed in the Salesforce Experience Cloud and Salesforce Commerce Cloud B2C. With the use of this solution in stores, sales staff can now control wait times, record and view all customer data, check inventories and even place orders on behalf of customers for home delivery. The application also allows customers to choose whether or not they wish to be informed about advertising campaigns and whether or not to participate in the brand loyalty programme.
A transformative methodology for your Salesforce projects
Our Salesforce CX transformation methodology is a strategic approach to completing comprehensive or iterative projects. The methodology includes evaluation, consulting, planning, development and pilot phases. It focuses on identifying customer needs, innovation, end-to-end solutions, effective software development and a successful market launch. The methodology is combined with the Salesforce solution V2MOM (Vision-to-Value, Method, Obstacles, Measures) to ensure customer success.
