Business Challenge
A leading and comprehensive provider of e-mobility solutions in Switzerland faced disjointed, manual lead management led to fragmented CRM efforts, weak customer engagement, and ineffective marketing. The lack of real-time order status visibility and siloed data highlight the need for a unified solution to streamline operations and enhance customer experience.
Merkle Solution
Streamlined CRM processes by implementing Salesforce, to enhance lead nurturing and customer engagement. This ensured seamless connectivity, improving the effectiveness of marketing and customer interactions. Sales Cloud acts as the staging platform for data ingestion, while Data Cloud enables the unification of customer and lead profiles to create a single source of truth.
Enabled capturing of anonymous leads, personalized multilingual campaigns, and appointment bookings directly in Salesforce. Offered advanced analytics, unified dashboards, order status tracking, automated follow-ups, and mobile-responsive features.
Impact
- Increased productivity
- KPIs available to track sales performance
- Enhanced customer engagement and retention
Technology
- Salesforce Data Cloud
- Salesforce Sales Cloud
- Salesforce Marketing Cloud
- Magnolia CMS
- SAP B1
- Kotlin with Java11
- Angular
- Ktor Frameworks
- Azure Cloud
- Kubernetes
- Cloudflare
- commercetools (SAAS)
- SQL (PostgresSQL)
