Merkle and Mighty Craft join forces to develop an innovative Salesforce-driven B2B2C solution that revolutionizes the B2B customer experience. This powerful collaboration not only simplifies processes but also enhances the ability of their portfolio of brands to expand market share and forge deep connections with Direct-to-Consumer customers, both in the digital realm and in real-world interactions.
Empowering Growth and Meaningful Connections
The Challenge
Mighty Craft aimed to improve their B2B2C operations by implementing a more efficient ordering process. Previously, their face-to-face "Assisted Ordering" method required 16 steps before an order could be placed, resulting in delays and inefficiencies. To address this, Mighty Craft partnered with Merkle to develop a streamlined Salesforce-driven solution that simplifies the ordering process, enhances customer experience, and allows their portfolio of brands to scale and engage with Direct-to-Consumer customers both online and offline.
The Solution
Mighty Craft, after an extensive marketplace search, strategically partnered with Salesforce and Merkle to successfully execute their transformative project. Recognizing the seasonal fluctuations in their business, with higher order volumes leading up to Christmas, Mighty Craft entrusted Merkle with the challenge of completing the project within a tight four-month timeline. Merkle, in collaboration with Mighty Craft, devised an agile plan that efficiently allocated resources and implemented sprints as needed, ensuring timely delivery and project success.
The Results
The platform's revolutionary capabilities have revolutionized the end-customer experience for Mighty Craft. By integrating powerful features like a comprehensive customer view, streamlined interactions, seamless promotion management for portfolio brands, scalable e-commerce, enhanced customer engagement, and customizable functionality, the platform has truly transformed their business.
Notably, the business case was built on the premise of automating and optimizing processes, resulting in a significant reduction in required resources. The implementation of this solution has yielded remarkable results, with a staggering 50% increase in efficiency in the order management administration function, thanks to the cutting-edge technologies deployed.
Innovating to Impact
By harnessing the power of these new capabilities, Merkle empowered Mighty Craft with expert guidance and support in leveraging Salesforce to enhance the end-customer experience. This transformation involved breaking down customer data silos and leveraging portfolio brands to effortlessly create and manage promotions. Moreover, Salesforce automation significantly reduced the time required for manual tasks.
From the backend to the frontend, Mighty Craft now enjoys seamless access to customer and product data, enabling them to assess valuable insights effortlessly. This, in turn, facilitates a streamlined purchasing journey for customers, ensuring a frictionless experience.
Integrating ahm into 'I'm a Celebrity, Get Me Out of Here!'
ahm improves brand awareness to boost consumer consideration and preference in health insurance through a popular show.
iProspect X L'Oreal
In a dynamic and rapidly evolving beauty market, staying ahead of consumer trends is crucial. For L’Oréal Essie, a leading brand in the nail polish industry, this meant rethinking their digital ...
Dentsu Creative: The Iconic
The story of how THE ICONIC got Australia looking is one of collaboration and creative bravery. Two agencies, numerous internal and external stakeholders, industry-leading production partners, a...
Dentsu Creative X Transplant Australia
In partnership with Transplant Australia, we embarked on an extraordinary project to produce a captivating feature-length documentary that sheds light on the World Transplant Games. This incredi...