Lifes2good Success Story
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Lifes2good and Salesforce working together to deliver superior brands and customer service.
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Lifes2good Success Story
- 1. Sales Cloud Service Cloud Marketing Cloud Lifes2Good Builds Better Brands with Salesforce Manage multichannel sales and marketing Leverage customer feedback and insight Adapt products, processes, and campaigns quickly Ensure consistency and quality of service across multiple geographies and time zones Single platform globally streamlines operations Relevant, timely communications keep customers engaged Powerful data and business intelligence aids decision-making Nimble, flexible system facilitates change Challenge Solution “Salesforce gives us the business intelligence and the agility we need to successfully grow our brands.” Olivia Forde, CTO, Lifes2Good
- 2. Sales Cloud Service Cloud Marketing Cloud Enhanced experience for all types of customers Global visibility of customer history and status Better management and financial insight Improving Service and Increasing Efficiency with Personalisation, Automation and Centralisation Sales Cloud Use Cases Business Results Features Automates ordering and dispatch process Provides single platform for capturing customer information, enquiries, and order status Enables timely, tailored communications for different channels Supports sales targets, forecasts, and budgeting Contact Management Reports and Dashboards Workflow and Approvals Chatter
- 3. Sales Cloud Service Cloud Marketing Cloud Consistent, High Quality Service Across all Channels and Geographies Service Cloud Use Cases Business Results Used by internal quality department and IT helpdesk as well as customer service team Acts as centralised platform for direct, retail, and professional customer and service management Captures customer enquiries and feedback and to feed back into product and marketing development Customer service agents can give well- informed and knowledgeable responses More choice for customers around how they engage Timely response to customers regardless of location Features Live Agent
- 4. Sales Cloud Service Cloud Marketing Cloud Creating a Seamless and Satisfying Customer Journey Marketing Cloud Use Cases Business Results Features Logo Email Studio Journey Builder Sends relevant email communications at key stages throughout customer journey Communicates offers for special occasions Offers insights that can be leveraged to improve tactics as well as overall campaigns Reports on ROI by capturing marketing costs and expenditure Simplifies email marketing Keeps customers engaged and informed Enables more strategic marketing investments
Editor's Notes
- Industry: Nutraceutical Segment: TBC Products: Sales Cloud, Service Cloud, Marketing Cloud Date Story Created: 27/04/2017 Organisation Overview: Lifes2good brings to market clinically proven products that improve people’s lives. It acquires high potential products and develops them into profitable and powerful brands by leveraging consumer insights, developing the products, and investing in the science. Business Challenges: Manage education, sales, and marketing for retail, consumer and professional markets Capture customer feedback and insight to strengthen products and brands Be able to quickly adapt and improve products, processes, and campaigns Provide customers with responsive service and accurate information across different countries Salesforce Solution: Automated, timely and relevant communications and processes for different customer channels Powerful insights and reporting provides business intelligence for better decision-making Highly flexible, customisable system facilitates change and ensures agility Single global platform streamlines communications, processes, and operations Results: Ensures high quality experience for all customer channels Fact-based decision-making strengthens brands, sales, and marketing Delivers greater efficiency and agility Vision: TBC
- Segment: TBC Industry: Nutraceutical Products Used: Sales Cloud, Service Cloud, Marketing Cloud Customer Since: 2013 Customer Goals prior to deploying Sales Cloud: Supporting growth while delivering quality of service globally Effectively manage multiple customer channels and audiences Salesforce Solution: Streamlines sales and fulfillment processes Enables relevant and timely communications to different customer types All customer interactions stored centrally for global access Partners: TBC Other relevant assets: TBC
- Segment: ?? Industry: Nutraceuticals Products Used: Sales Cloud, Service Cloud, Marketing Cloud Customer Since: 2013 Customer Goals prior to deploying Service Cloud: Ensure consistent, timely, high quality service to customer globally Capture customer feedback and trends to develop and improve products and brands Salesforce Solution: Every customer interaction and issue logged centrally and accessible globally Insight into trends around customer queries and issues used to improve products and marketing Service Cloud also used by internal quality department and IT helpdesk Integrated with third party systems for IT infrastructure support and website support so cases automatically forwarded Partners: TBC Other relevant assets: TBC
- Segment: ?? Industry: Nutraceuticals Products Used: Sales Cloud, Service Cloud, Marketing Cloud Customer Since: 2013 Customer Goals prior to deploying Marketing Cloud: Ensure timely, relevant communications throughout customer journey Deliver tailored emails for different channels Gain insights to improve specific tactics as well as overall marketing campaigns Enable ROI reporting by capturing marketing costs and expenditure Salesforce Solution: Email communications sent at trigger points in customer journey and to inform about special offers, for example for Mothers’ Day Provides visibility of open and click-through rates so can evaluate success of specific campaigns Use coupon codes to link marketing investments directly back to sales Partners: TBC Other relevant assets: TBC