The data we now have combined with the predictive intelligence offered by Salesforce will help us to better understand our customers and create more personalised experiences.”

Jason Perera, Head of Customer Experience ANZ
 

Product innovation is in TTI’s DNA and it has the market covered for power tools, outdoor power equipment and floor care. It’s portfolio of industry leading brands range from Milwaukee, RYOBI, AEG and VAX. 

Today, the biggest challenge for the Australia and New Zealand business is helping its customers by delivering the right information through the right channel at the right time. 

Like many organisations, TTI is shifting its mindset from a product focused business to a customer focused one. Its first major milestone is a new customer community centered on the RYOBI brand. Built and launched on Salesforce Community Cloud, the community – dubbed MY RYOBI – is an essential starting point for more personalised customer journeys.

Customers visit the community to register new products within 30 days of their purchase to receive a free extended warranty. RYOBI then use the information provided to tailor service and advice based on the customer’s online toolbag. 

Currently, the personal and product information provided at registration triggers a series of automated emails sent via Marketing Cloud. These emails welcome customers to the MY RYOBI community and offer tips on using and maintaining their products.

Perera said the capabilities of the community will evolve over time as will the way the business leverages customer data. “The data we now have combined with the predictive intelligence offered by Salesforce will help us to better understand our customers and create more personalised experiences. For example, we will be able to send tailored communications based on the customers’ toolbag. We’ll also be better equipped to pursue cross selling opportunities and influence customer purchases.”

Once TTI set its sights on creating a new online customer experience, it wanted to move quickly. Building on the Salesforce Community Cloud helped make it happen. Community Cloud provided all of the tools needed to build a customised and engaging customer community. It was also an ideal fit with TTI already using Sales and Marketing Cloud and set to implement Service Cloud next. 

Just as important as the technology, however, was TTI’s drive in achieving its goal. It brought together a cross functional working group to build and launch the MY RYOBI community in just 12 weeks.

Now, just weeks after the launch, thousands of members and thousands more products are registered through MY RYOBI. More to the point, TTI is on its way to a deeper understanding and personal relationship with all its customers.

 
 
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