Founded in 1935 this well known Swiss company, rich in tradition, has been manufacturing skis for more than 80 years, and now has 15 retail stores selling ski and cycling equipment throughout Switzerland. With a headcount of 250 employees, the retailer’s online and social presence draws a huge number of subscribers, and by creating relevant marketing content and 1:1 customer journeys it has taken huge leaps in competing with global brands.

1. Stöckli gets
personal with
Marketing Cloud
Customer Success

2. Customer Success | Stöckli | 2
Stöckli boosts customer satisfaction with more personalised and
relevant communications
Skis are a high involvement product, not an impulse buy, and when it comes to marketing specialist
sports equipment, one size does not fit all. “We want to show our customers that we care about
our relationship,” said David Kistler, Marketing Director at Stöckli. “To build loyalty and a mutually
beneficial relationship, we need to promote the right products to the right people at the right time.”
Stöckli has been manufacturing skis
for more than 80 years, and now has
15 retail stores selling ski and cycling
equipment throughout Switzerland.
With a headcount of 250 employees,
the retailer’s online and social presence
draws a huge number of subscribers, and
creating relevant marketing content is
crucial in competing with global brands.
EVOLVING IN A DIGITAL AGE
The digital revolution has taken shopping
and gathering product information off
the high street and onto the internet,
and retail has had to evolve rapidly
to meet changing customer needs.
“The next step in ecommerce is not
just promoting online, but getting to
know our customers to highlight the
products they might be interested in
at that time,” explained Kistler. “For
example, if a customer has just bought
a pair of skis, it will be a couple of years
before they’re interested in seeing our
offers on skis again.”
Recognising that it needed a central
repository for customer information,
Stöckli decided to look for a CRM
platform that would be agile enough to
grow and flex with the company as its
business needs change.
In 2016, it deployed Salesforce in
partnership with PARX. “We looked at
global and local players in CRM, but we
had the most confidence in Salesforce,
particularly when it came to its ability
to meet both our current and future
needs,” said Kistler.
Stöckli now uses Sales Cloud and
Marketing Cloud to track customer
data, engagement, and satisfaction
scores. Through integration with the
company’s website, Stöckli can capture
essential customer information, such
as the products the customer is
interested in and the time they spend
looking at them online, and use this
to generate leads and personalise
communications.
Salesforce Products:
– Sales Cloud
– Marketing Cloud
INTRODUCTION
GETTING TO KNOW
MORE CUSTOMERS
A platform for
the future
ABOUT STÖCKLI

3. Customer Success | Stöckli | 3
“With Marketing Cloud, we can create
dynamic customer newsletters that
focus on an individual’s specific
interests and feature sections on the
products they like,” explained Kistler.
GETTING SMART
ABOUT MARKETING
This one-to-one approach also
applies to the promotions offered
to customers. “If a customer has
just made a purchase, the last thing
they want to see is that a similar item
is now available on sale,” said Kistler.
“With Salesforce we make sure
that only relevant offers are sent
to each customer.”
These weekly promotions are
often linked to instore events and
sweepstakes, helping to provide a
joined-up approach across digital
and face-to-face interactions without
an extensive marketing team. “We’re
competing with global brands and
massive stores, so we need to provide
a similar experience,” said Kistler. “With
Marketing Cloud’s automation and
intelligent analytics, we can provide a
customer experience as good or even
better than the bigger brands with
our marketing team of just two. You
only have to put the time in once –
you can build on what you’ve already
developed and repeat processes
that work.”
“Salesforce is the global powerhouse helping
us to build stronger long-term relationships
with our customers.”
–David Kistler, Marketing Director, Stöckli
Getting to know more
customersINTRODUCTION
GETTING TO KNOW
MORE CUSTOMERS
A platform for
the future
ABOUT STÖCKLI

4. Customer Success | Stöckli | 4
With better visibility of email open and click-through
rates, Stöckli can also verify the email headers,
content, and campaigns that are the most successful
and measure their ROI. “We’re constantly improving
the quality of our newsletters and relevance of our
promotions,” said Kistler. “Better content means
more subscribers, so we’re reaching more people
all the time.”
To gain a vital insight into customer satisfaction,
Stöckli worked with leading online survey company
SurveyMonkey to integrate its solution with Salesforce.
“Our business is about building good long-term
relationships so it’s highly important to us to have a
quantifiable way of measuring customer satisfaction,”
said Kistler. “Via the integration with SurveyMonkey,
we can capture the customer satisfaction level and
make sure we’re making decisions that improve the
customer experience.”
INTRODUCTION
GETTING TO KNOW
MORE CUSTOMERS
A platform for
the future
ABOUT STÖCKLI
A platform for the future
Processes supported
at Stöckli:
– Customer segmentation
– Personalised
newsletters and
promotions
– Customer satisfaction
tracking
As well as providing insights into past customer
behaviour, Salesforce is also helping Stöckli
unlock deeper insights into future customer
behaviour and get more predictive. “Now we’re
starting to understand our customers better,
we’re building more and more complex customer
journeys in Marketing Cloud, with tailored and
relevant messages that keep us front of mind,”
explained Kistler.
With Salesforce providing actionable insights
and the level of automation and personalisation
Stöckli needs, the company can provide an
exceptional customer experience in a cost-
effective and efficient manner. “Salesforce is a
global powerhouse, but it’s also easy to manage.
Together, we can show our customers that they’re
valued and build long-term relationships with that
all important personal touch,” concluded Kistler.

5. Customer Success | Stöckli | 5
ABOUT STÖCKLI
Stöckli has been manufacturing skis for more than
80 years, and is the most well-known ski manufacturer
in Switzerland. The company, rich in tradition, runs
15 retail stores across Switzerland, selling skiing and
cycling equipment, and providing ski rental.
ABOUT SALESFORCE
Founded in 1999, Salesforce, the Customer
Success Platform and the world’s #1 CRM
company, empowers companies to connect with
their customers in a whole new way. Based on
a foundation of cloud, social, mobile and data
science technologies, the Salesforce Customer
Success Platform is unique in the industry. It allows
companies to grow sales faster, deliver customer
service everywhere, create 1:1 marketing journeys,
engage with customers in interactive communities,
deliver analytics for every business user and create
custom apps that run on any device.
Salesforce.com Sàrl
Route de la Longeraie 9
1110 Morges
READY TO BECOME A CUSTOMER
CENTRIC, FUTURE-FOCUSED COMPANY?
00800 7253 3333
or visit us on
www.salesforce.com/ch
INTRODUCTION
GETTING TO KNOW
MORE CUSTOMERS
A platform for
the future
ABOUT STÖCKLI