Case Study

German Luxury Furniture Retailer Improves Order Management And Purchasing Processes With Salesforce

"What I appreciate about you:digital is the transparent and efficient cooperation. They always recommend the best solution to us, which also improves our business processes." - Product Manager Salesforce.
The German furniture retailer decided to implement Salesforce for several reasons including low entry cost (no additional hardware or software needed), being a fully cloud-based solution as well as having a very robust mobile application. This all was meant to enable a complete customer view and build a satisfying shopping experience on a single, central platform.

The ability to integrate with other systems relatively easily was another important factor behind the decision to choose Salesforce as a CRM platform.

Salesforce enabled synergy of a few IT systems on one centralized platform. Thanks to that customer reduced the cost of IT infrastructure but first of all improved the process of order management and purchasing with Salesforce..

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Challenges

  • Separate B2B and B2C sales systems represented inaccurate and conflicting information;
  • Inefficient system for contact and complaint inquiries with customers and vendors;
  • Lack of unified reporting process; reports could not be generated without advanced IT knowledge.

Outcome

  • 18% increase in client and vendor retention from improved management of complaints and inquiries;
  • Organization-wide data access from one place provided by connecting Sales Cloud, Service Cloud and E-shop solutions on one Salesforce.com platform;
  • Standard reporting module that enabled better analytics making reporting accessible to all users;
  • Automated data entry improving integrity of data and increased sales conversion times by 30%.

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