Artopé and his team turned to Salesforce for the solution.
"Salesforce helps us optimise the customer journey into a seamless experience across all touchpoints," says Fahmi Hussaini, Product Manager and Salesforce Administrator at Zenyum.
The company has already deployed Sales Cloud, Service Cloud and Pardot to create a sophisticated personalisation pipeline that delivers deep data insights.
“Sales Cloud enables us to analyse the data per country within the markets we are operating in without having to employ data scientists, because our teams are now empowered to do so themselves,” adds Artopé.
Service Cloud is also helping to deliver the personalised customer journeys that Artopé believes are vital to the company’s success. The Customer Success team moves seamlessly between Sales and Service Cloud with every customer interaction, which provides them a complete 360-view of each customer interaction and ultimately a faster, smoother engagement with the customer.
“Each customer receives highly personalised communication from their private Customer Success and Customer Care Executives, who can now lead them through their entire smile journey. The data gathered through Salesforce helps us check in on every customer as they progress through their Zenyum journey, from the initial pre-assessment to the completion of their treatment.” says Muhammad Shafeeq, Head of Customer Success (Singapore & Malaysia) at Zenyum. The Zenyum team also use Pardot to nurture leads with best-practice customer segmentation based on geographic location and customer needs.
“Pardot is our growth and nurturing engine, and over the course of the next 12 months, Salesforce will help us customise and personalise hundreds of thousands of individual smile journeys.
“We want to make these journeys highly personalised and Salesforce is enabling that for us. We are now building our internal processes on the platform and it’s really becoming the backbone to our business.”