“Salesforce helped me grow my business like a boss.”
How a neighborhood bakery retains its local feel while expanding worldwide
“Salesforce helps us track birthdays, corporate parties, and other special events so we can build relationships and grow sales.”
Great customer service is the icing on the cake
“We’re nothing without our customers,” is a favorite saying of Buddy Valastro, CEO and the eponymous Cake Boss. “As we continue to grow, we want to make sure every experience with our cakes, pastries, stores, and school — even our online classes — is outstanding.” To support their sales efforts, Carlo’s uses Desk.com for customer service. Having a support system that’s as easy as email is critical for onboarding staff at Carlo’s retail stores. Customer comments and inquiries are routed to individual stores so front-line people can address them personally and retain local relationships. Taking advantage of Desk.com’s flex licenses means everyone at the company, from product management to human resources, can check in on customer issues and see how responsive the company is. It’s easy and cost effective to get new staff up and running quickly during wedding season or the holidays, or for everyone at the company to pitch in during busy times. The company is even using it to power sign ups for their new online cooking school. Carlo’s also uses Marketing Cloud to monitor social channels, see trends, and communicate with fans and followers. Desk.com and Marketing Cloud seamlessly integrate with Salesforce so data is automatically shared between the sales and customer service teams and everyone can work together to help customers. “Bringing together sales and service is helping us drive new levels of efficiency,” says Minervini. “On a scale of 1-10 it’s a 12.”
Cooking up a new retail experience
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