The Aldo Group, a footwear and accessory brand — has doubled its deployment of Salesforce Service Cloud.
The strategy of The Aldo Group is to consolidate its service activities across two signature brands: Aldo and Call It Spring, and one multi-brand retail concept, Globo.
The Aldo Group — used in conjunction with Salesforce Marketing Cloud — has brought sales, service and marketing onto one platform to transform the shopper journey.
The Aldo Group initially turned to Service Cloud to consolidate all its shopper data on one platform to get 360-degree views of each shopper and better insight into their preferences so that they can engage with them more effectively.
The Aldo Group deployed Marketing Cloud to better predict shopper needs and build 1-to-1 shopper journeys at scale, including customized emails and social engagement. This enabled The Aldo Group to reduce the number of emails it sends by 40 percent while increasing email revenue by 70 percent within 12 months.
Upon seeing the power of sales, service and marketing together on one platform, The Aldo Group recently chose to double its use of Service Cloud, enabling all of its customer contact center agents to quickly access shopper data, find answers and respond to questions faster, while providing personalized service via phone, chat, email and social media, across Canada, the United States and the United Kingdom.
Patrik Frisk, CEO, The Aldo Group, said: “We see Salesforce as our hub for connecting with the consumer. It enables us to take the information we have about the 200 million customers that walk through our stores each year and provide 1-to-1 journeys — no matter what the media or communication platform.”