Salesforce enables The Aldo Group to gain 360-degree views of its shoppers
Implementation bridges divide between off- and online channels and supercharges in-store employees
SAN FRANCISCO—Oct. 3, 2016—Salesforce (NYSE: CRM), the Customer Success Platform and world's #1 CRM company, today announced that The Aldo Group -- a world-leading creator and operator of desirable footwear and accessory brands -- has doubled its rollout of Salesforce Service Cloud to consolidate its service activities across two signature brands: Aldo and Call It Spring, and one multi-brand retail concept, Globo. Used in conjunction with Salesforce Marketing Cloud, The Aldo Group has successfully brought sales, service and marketing onto one platform to transform the shopper journey.
Today, shoppers are more empowered than ever before, with a wealth of information at their fingertips. Consumers now connect with brands across multiple devices and channels, including websites, social networks and apps -- often all at the same time -- and this has completely transformed the shopper journey. In fact, 82% or more of consumers begin their journeys online, and the majority of those consumers end their journeys in a physical store. To keep pace as consumer preferences evolve, retailers must deliver personalized experiences for shoppers that blend in-store with online and mobile shopping.
The Aldo Group initially turned to Service Cloud to consolidate all of its shopper data on one platform. This enabled the company to get 360-degree views of each shopper and better insight into their preferences so that they can engage with them more effectively. From there, The Aldo Group deployed Marketing Cloud to better predict shopper needs and build 1-to-1 shopper journeys at scale, including customized emails and social engagement. This enabled The Aldo Group to reduce the number of emails it sends by 40% while increasing email revenue by 70% within 12 months.
Upon seeing the power of sales, service and marketing together on one platform, The Aldo Group recently chose to double its use of Service Cloud, enabling all of its customer contact center agents to quickly access shopper data, find answers and respond to questions faster, while providing personalized service via phone, chat, email and social media, across Canada, the United States and the United Kingdom. As a result, the company has seen faster case resolutions and an overall reduction in average handle time.
Comments on the News
“Today, the future belongs to the consumer, and the challenge for any retailer or brand that wants to sell direct-to-consumer isn’t just knowing how to keep up with them, but also understanding where they’ll go next,” said Patrik Frisk, CEO, The Aldo Group. “We see Salesforce as our hub for connecting with the consumer. It enables us to take the information we have about the 200 million customers that walk through our stores each year and provide 1-to-1 journeys -- no matter what the media or communication platform.”
“The brick-and-mortar store is striking back, and retailers must arm associates with the technology they need to become brand ambassadors,” said Shelley Bransten, SVP of Retail, Salesforce. “With Salesforce, The Aldo Group is putting customer data in the hands of its associates, empowering them to better meet the needs of today’s digitally savvy shoppers.”
Experience The Aldo Group at Dreamforce 2016
See first-hand how The Aldo Group is transforming the shopper journey at Dreamforce 2016, Oct. 4-7, in San Francisco. The Aldo Group will be featured at the Salesforce Campground in Moscone South, Halls A, B and C, and CEO Patrik Frisk will be in conversation with Shelley Bransten at the Retail Keynote on October 4 at 11 a.m. PT.
About The Aldo Group Inc.
The Aldo Group is a world leading creator and operator of desirable footwear and accessory brands. With over 2400 points of sale in more than 95 countries around the world, the company operates under two signature brands, Aldo and Call It Spring, and one multi-brand retail concept, Globo. Founded in 1972 by Aldo Bensadoun, The Aldo Group leads operations from its head office in Montreal, and continues to act with its founder's values of love, respect and integrity. More than 20,000 people work for The Aldo Group. For more information, visit www.aldogroup.com