Deepening Customer Relationship
PUMA.com remains ‘Forever Faster’ with Salesforce
“We’ve seen tremendous improvement in the speed at which we’ve been able to add new enhancements, thanks to the stability of the Salesforce platform.”JACKSON FERNANDEZ | HEAD OF ECOMMERCE, PUMA
PUMA deployed Salesforce Commerce Cloud in August 2019 to enhance the mobile shopping experience for their consumers. With best practices in mobile UX design, merchandising, and technical architecture being built into the solution, they could offer their customers an experience that was seamless and efficient.
The Problem: No mapping available for any pre sales activities for new opportunities and customers. Customer interactions, visit details, opportunity weights, customer potential were never captured.
The Solution: A CRM that would provide an efficient tool to capture the collective knowledge of prospects & customers, their requirements & expectations, operations & apps and also track and address customer complaints. Being a large project, the CRM implementation and customization was planned in phased manner. The first phase has been completed, wherein the company setup customer self-service portals, modules for pre-sales activities management and opportunity management. Both Sales Cloud and Service Cloud were independantly implemented along with Salesforce CPQ.
The Result: 40% more leads created per week, 33% more sales calls per day, 45% more effective lead tracking achieved, better visibility of customer sentiments over major social channels.