Salesforce.com provides Crocs Asia a step up in customer engagement

Challenge

• Crocs Asia, Inc. is a designer, manufacturer and retailer of footwear for men, women and children under the Crocs™ brand that has rapidly grown since it was founded in 2002
• It has always enjoyed stories, feedback and ideas around its products and services from customers. As the company has grown rapidly, it saw an increasing need to make this process of gathering thoughts and ideas more organised and efficient
• Recognising the web as an important platform to engage its customers globally, it wanted to develop a site, which would enable their customers to share ideas and feedback with Crocs Asia and interact with fellow community members around the world
• The company was looking for a solution that would be easy to deploy and maintain, while at the same time, was secure and scalable enough to grow as the Crocs online community grew and the company included more features on its site

Solution

Salesforce.com Service Cloud™

Results

• In this interactive website, members are able to voice their thoughts, discuss them with other members and vote for their favorite ideas
• The site was developed at one-tenth of the cost should it have been built the traditional way
• The site was able to go “live” at a fraction of the time it would have taken had it used traditional software.
• Licensing model of billing eradicated huge upfront costs typically associated with traditional software
• Management of the site is a breeze. The marketing team does not need to rely on the IT team for help when making changes to the site