Leading UK retailer grows business in-store and online with cloud-based integration solution from MuleSoft
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- CloudHub
技术栈
- Salesforce
- IBM Unica
- Avaya
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 平台即服务 (PaaS) - 连接平台
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
适用功能
- 销售与市场营销
用例
- 实时定位系统 (RTLS)
服务
- 云规划/设计/实施服务
关于客户
The customer is a FTSE 100 company and a top 4 food retailer in the UK. The company operates in a competitive retail market and was looking for innovative ways to drive in-store revenue while also expanding into new product categories and channels on the web. The company had recently acquired an online baby retailer, which provided them with a high performing online channel and a new customer base in the higher margin baby product category. The company has over 100,000 employees and an annual revenue of over £18 billion.
挑战
The company, a top 4 food retailer in the UK, was operating in a fiercely competitive retail market and needed innovative ways to drive in-store revenue while also expanding into new product categories and channels on the web. After acquiring an online baby retailer in 2011, the company had a high performing online channel along with new customers in the higher margin baby product category. To capitalize on this new channel and customer base, the company expanded the baby brand to a new series of retail superstores while looking to integrate these customers into the brand experience at their existing grocery stores. However, customer and product data were stored in multiple databases, an IBM Unica marketing automation platform, and an Avaya call center platform. The middleware manager and his team made the strategic decision to consolidate a single view of the customer in Salesforce to run multi-channel marketing programs across brands.
解决方案
The company worked closely with their implementation partner to develop the integration solution. After a head-to-head comparison, they selected CloudHub as their single platform for application integration. Developing and deploying the integration on CloudHub took just 2 weeks since the platform requires no hardware or software. During the initial rollout they connected Salesforce to their on-premise call center platform, and customer and product data stored in on-premise databases using the Secure Data Gateway. The company's call center handles inbound calls from the Kiddicare website. Since customers are calling to troubleshoot orders online or order directly over the phone, having complete visibility into all information related to a customer enables representatives to increase sales.
运营影响
数量效益
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