True Alliance is a leading distributor and licensee of some of the world's most iconic fashion, sports, and lifestyle brands in Australia and New Zealand. With a diverse portfolio that includes names like Lacoste, The North Face, Speedo, and Lee, True Alliance has established itself as a powerhouse in the retail sector. Committed to delivering premium customer experiences, the company combines cutting-edge technology with a deep understanding of consumer needs to drive growth and innovation across its network of brands.
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Customer enquiries handled by Chatbots
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Single "source of truth" for the entire business
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System downtime since switching to Salesforce
The Challenge
True Alliance implemented Salesforce's Sales Cloud to enhance customer insights and personalize engagement across its brand portfolio. However, a sudden shift in the market significantly impacted their retail-focused business, forcing a rapid transition to online sales. This led to a 600% surge in customer inquiries, overwhelming their resources. With data dispersed across multiple systems, customer care agents faced difficulties in providing timely and accurate responses, resulting in lower customer satisfaction and inefficient communication across teams.
To overcome these challenges, True Alliance collaborated with Salesforce and Merkle to develop a comprehensive solution aimed at improving the customer experience and managing the increased volume of inquiries efficiently.
The Solution
Merkle partnered with True Alliance to develop an Agile delivery plan, delivering functionality in iterative sprints. By implementing Service Cloud, True Alliance gained a unified view of their customers, encompassing their lifetime value, order status, interactions, purchases, orders, and returns. Additionally, Einstein Bots were set up for each of the 16 brands, allowing customers to obtain answers to common questions without involving a customer service representative.
The Results
True Alliance's re-platforming with Salesforce has brought about a multitude of benefits. Chatbots now handle around 30% of customer inquiries, allowing the customer service team to focus on more complex queries. Templated responses have improved efficiency and the overall quality of customer service, leading to higher customer satisfaction. The introduction of a "Single Pane of Glass" has enhanced visibility and transparency across the organization, providing marketing and customer service teams with a holistic view of customers. Additionally, True Alliance has experienced zero system downtime since transitioning to Salesforce.
Innovating to Impact
Merkle, in collaboration with Salesforce, spearheaded an awe-inspiring re-platforming initiative for True Alliance, resulting in a bountiful harvest of rewards that transformed the brand and delighted customers. By harnessing the power of lightning-fast response times from Einstein Bots and the seamless integration of Service Cloud, conversion rates soared to new heights, delivering an exceptional return on investment. With an unwavering commitment to an Agile delivery plan, True Alliance achieved unrivaled functionality across the board, propelling the brand to unparalleled success.
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