The dark red Original Swiss Army Knife with the white emblem is known worldwide. Some 140 years after its invention, Victorinox is now successful in over 120 countries with a wide range of products, from knives to watches and luggage to perfumes. To manage the increasing workload that comes with growth, Victorinox is deploying the Salesforce platform for customer service, sales, marketing, and e-commerce globally from its Swiss headquarters in Ibach-Schwyz. „Customer 360 provides us with tremendous added value to increase our service capacity, make our B2B sales more productive, and achieve greater transparency and efficiency in our marketing,“ says Patrick Lutiger, Service Owner CRM at Victorinox.
Our Trailblazer Patrick Lutiger on …
…sales productivity
„We didn’t have a CRM before, but we spent a lot of effort mapping rudimentary functions in our ERP. With the Sales Cloud, we have been able to automate a large part of previously manual tasks and, thanks to the interface to our ERP, speed up topics such as new customer registration by multiple times. This saves every employee in the back office time, which can now be spent on building and tightening customer relationships rather than on administration. In addition, we can now finally create a single source of truth to get an overall picture of customer interactions across sales, marketing and customer service.“
…marketing transparency
„Previously, we had a time-consuming and manual process to keep our retailers up to date with our newsletters. Since introducing Marketing Cloud,we are not only able to segment our target groups by region and product and offer them more personalized and relevant content. We are also much more efficient and have a holistic overview of open rates and engagement with our content.“
…efficient and customer-focused service
„The Service Cloud has not only enabled us to make our service processes significantly faster and more efficient, but also to create a new level of transparency for our service employees. As quality is one of our core values, customer service must also meet our high expectations. To manage service peaks, we have an external partner that works with us on the Service Cloud. This gives our managers full visibility into processes and SLA compliance at all times and they are automatically notified of any deviations. For our repair service for watches, we have created an end-to-end paperless workflow on the Salesforce platform that automatically sends status updates to our customers. At the same time, the administrative workload has been reduced by up to 40 percent
Our trailblazer Pascal Rey on…
…easier and faster B2B ordering
„Our new B2B store, based on the Commerce Cloud, has solved many of the efficiency and visibility challenges that our retailers face when ordering goods – , from the display of item availability and delivery documents to the automated import of an order into our ERP. Whereas these were previously placed directly with our internal sales and Customer Care teams via various channels, retailers can now complete them independently at any time via the store. Within just a few months, almost 30 percent of retailers have already switched from the previous method to our new B2B platform, and new ones are joining almost daily.”
Special thanks also go to Merkle for the great partnership and the successful customer experience transformation.
Read more about our Commerce Cloud.
