With help from Service Cloud, Boggi Milano can provide customers a seamless experience from discovery to service, no matter if customers are in-store or online. Customers can choose a method of engagement knowing Boggi Milano can adapt to their changing preferences and needs.
Here, a customer shops online, transitions seamlessly to a personalized in-store experience, and ends by chatting with a service rep through chat.
No new implementation can reach its full potential if the organization is not aligned. Boggi brought together stakeholders from across the company, who reported directly to its board, to drive its new omni-channel initiatives to success.
The company also introduced the Boggi Academy, an intensive program that trains employees on how to deliver a world-class customer-first experience.
This enabled the next stage in its vision: to bridge the physical and digital worlds with omni-channel services like click and collect, reserve in stores, and more.
It’s the holy grail of omni-channel retail: unifying the customer journey by extending digital into the store. Boggi store associates are trained to leverage in-store apps like Endless Aisle to drive sales.
The result? Almost 12% of Boggi’s digital sales are made via apps in the store. Productivity among associates and satisfaction among in-store shoppers has never been higher.
What offers and promotions are customers responding to? What are their post-sale service needs? By leveraging Salesforce Marketing Cloud and Salesforce Service Cloud, Boggi has a more complete picture and understanding of its customers pre and post-sale.
With a more complete and unified view of customer activity across the entire journey, Boggi can deliver a superior experience at every step.
“We want to give Boggi customers a premium and effortless customer experience on all channels.”