Seafolly

By bringing in Salesforce and giving agents the ability to manage everything from one screen, we have been able to reduce our average response time by half.”

Caroline Swarbrick | Chief Digital Officer
 

184%

Increase in email conversion rate compared to year prior

 

Seafolly uses Salesforce to make a splash with customers year round

Founded on the beaches of Sydney back in 1975, Seafolly is making waves as a global swimwear brand today with its bold designs and new approach to connecting with customers. These customers include those who buy directly from Seafolly or its Sunburn brand as well as the distribution partners who help the company sell into 41 countries around the world. Seafolly is using Salesforce to get closer to both of these groups and engage with customers beyond the summer.

Increasing and rewarding brand loyalty

Seasonality is a challenge for almost every swimwear brand and while Seafolly has loyal customers, it was looking for a way to drive out of season purchases and introduce all year round apparel and accessories ranges to its existing swimwear customer base. One way to do that was to reward customers for their purchases and incentivise their subsequent purchase and transaction value.  

“For Seafolly, summer is a year-round event, but the reality of being a seasonal company is that a huge portion of our customer base only shops once or twice a year,” said Gabrielle Dubois, CRM Manager. “The whole idea behind The Beach Club loyalty program was to change that behaviour and get customers coming back more often and progressing through our tiers.”

Needing a way to manage the program and personalise member journeys, Seafolly turned to Salesforce. The company was already using Commerce Cloud to scale its online presence and provide a seamless experience for shoppers in new markets. The addition of Marketing Cloud and Service Cloud provided an opportunity to take things to the next level and use data and automation to deliver more tailored experiences across different channels. Also, through integration between Marketing Cloud, Service Cloud and the company’s Apparel²¹ ERP, Seafolly could finally get a complete view of each customer.

“We now know which brands and channels customers are engaging with the most and can combine that with information from our preference centre and loyalty program to personalise communications on a much deeper level,” said Dubois. “We’re also able to send out messages that look beautiful across all email clients and are much more aligned to our brand and the experience we want to provide.”

In just 12 months, The Beach Club has gained almost a half million members and they all benefit from personalised communication. These communications are triggered via Journey Builder and include emails to welcome customers to the loyalty program, wish them happy birthday and inform them of rewards and changes in their membership tier. More recently, Seafolly has started sending email and SMS notifications to let members know their rewards are expiring. These communications have increased reward redemption by 11% while the average spend per member has increased by 20%.  What’s more, Seafolly’s overall conversion rate on email has increased by 184% on the year prior.

"One of the great things about Salesforce Marketing Cloud is that it can be operated by marketers and we're able to handle the day-to-day management of campaigns in-house which is both cost effective and agile," said Caroline Swarbrick, Chief Digital Officer at Seafolly. "Through Service Cloud we have a view of every single digital and transaction touch point, so if a customer calls up and says 'I loved the black bikini I saw in your email', we can quickly see all communications they have received, and opened, and identify the style a customer wants."

Reducing response times by 50%

Seafolly's use of Service Cloud, including Live Chat, has helped it to leverage this 360 degree view of  customers to deliver more streamlined support. It has also reduced complexity for agents who were previously managing support using a number of email accounts and a third party chat solution. Consequently, there was a lot of time spent switching screens to find information and agents were struggling to reduce the backlog of enquiries.

Now when a customer calls or gets in touch via email or Live Chat, agents can see everything they need to know about that customer all in one place. This includes any past purchases from Seafolly or Sunburn or interactions with the support team.

"By bringing in Salesforce and giving agents the ability to manage everything from one screen, we have been able to reduce our average response time by half. We have customers calling up to ask for our team by name and enjoying the 1:1 service. It is also much easier to onboard new team members with a single view and clear history of each customer," said Swarbrick.

Driving success globally

Seafolly is now beginning to use the Consumer Goods Cloud to increase the efficiency of its wholesale operations and deepen relationships with distribution partners. The company has agents on the ground in each region and, with the Consumer Goods Cloud, it can give them information at their fingertips to support partners in new and better ways. For example, agents will be able to see partners’ previous orders and make recommendations on what they should replenish or order next. The global wholesale customer service team based in Australia will see this same information so if a partner calls up to check on an order or invoice, the rep can answer their questions directly.

"The Consumer Goods Cloud will be a real game changer by allowing our agents to access information on the go and giving them a more complete picture of our partner relationships," said Swarbrick.

 
 

Keep exploring stories like this one.

Questions? We’ll put you on the right path.

Ask about Salesforce products, pricing, implementation, or anything else — our highly trained reps are standing by, ready to help.