TouchBistro bridges the customer journey across departments and channels with Salesforce
This approach doesn’t just result in a better customer experience, but also more efficient employees. Servers can focus on their customers. Chefs can focus on the food. And managers can focus on creating an amazing overall dining experience.
TouchBistro applies the same principles to its business. With the Salesforce ecosystem, it’s digitized and automated processes from nurturing prospects and winning deals to onboarding customers and providing support services. “With Salesforce, we have a 360-degree view of our customers, which means we can work with them effectively at every stage of their journey – through good and bad times,” said Andre Proulx, Director of Marketing Operations at TouchBistro.
Efficient processes are key to scalability.
Explore the products that are helping TouchBistro grow.
Collaborating across departments improves the customer experience.
“Every customer-facing employee in the business captures data in Salesforce,” affirmed Brian Mehlenbacher, Director of Business Operations at TouchBistro. “With the entire customer journey tracked in one place, we can collaborate seamlessly across departments to improve the customer experience and gain holistic insights that support good decision-making.”
More informed sales reps improve conversion rates.
Sales Cloud is augmented by Salesforce Inbox, which provides sales teams with email templates for common queries, and Salesforce Maps, which helps them strategically plan travel itineraries for meetings. Integration with a coaching and training solution from the Salesforce AppExchange has also helped with boost team performance, resulting in a 3–4% increase in deal size.
“With Salesforce, we have a 360-degree view of our customers, which means we can work with them effectively at every stage of their journey – through good and bad times. ”
Integrated systems help service teams deal with 10% more cases.
This also increases efficiency, as demonstrated by the company’s service performance. Since integrating Service Cloud with other applications from the Salesforce AppExchange, the company has seen an 18% reduction in call handle time, with each team dealing with 10% more cases.
Service Cloud provides useful information around employee performance as well, so managers can help them succeed. “I’m a big believer in happy employees resulting in happy customers,” said McFarlane. “With Salesforce, we have insights into how our agents perform best, and can place them in the situations where they can excel.”
Greater visibility of the customer journey enables one-to-one marketing at scale.
TouchBistro’s marketing team uses Social Studio to monitor all the main platforms, including LinkedIn, Twitter, Instagram, and Facebook. “With Social Studio, we have a better social presence and can respond faster to compliments and complaints,” commented Proulx. “It also helps us monitor the competition.”
With greater clarity around the customer journey, TouchBistro’s marketing team can see what’s working and what isn’t and make adjustments. For example, if a prospect never opens emails, the team can adapt its strategy and try social channels instead. “It’s one-to-one marketing, but on a massive scale,” explained Proulx.
A single customer view helps address COVID-19 challenges.
“With live data at our fingertips, we know what restaurants need before they do and can adapt on the fly,” affirmed Proulx. “We’ve been able to identify the regions and individual customers that need additional help and proactively support them.”
TouchBistro is hoping to get even more value from its data with the addition of Tableau, part of the Salesforce Customer 360 Analytics solution. With Tableau, the company will be able to perform enterprise-wide analytics across its sales, service, and marketing data.
“With Salesforce, the possibilities are endless, and we’re really excited to take the next steps,” said McFarlane. “We’ve already improved efficiency, gained greater business insights, and enabled cross-department collaboration. Salesforce is a game-changer for our business.”