Customer case
Enhancing the customer & employee experience using Nextview’s Design-Led Approach to Integrate Systems for Swiss Sense
Swiss Sense, a leading provider of high-quality bedding and sleep accessories, partnered with Nextview Consulting to address challenges in system integration and create a single point of truth. As a top European Salesforce Boutique, Nextview's innovative solutions helped Swiss Sense achieve a unified front and back-office experience as well as a customer 360 across a siloed landscape. This contributed to Swiss Sense’s ambition to improved the customer journey, to unlock more personalized sales, service and marketing, and to increase efficiency and employee experience in end-to-end business processes.
“The audacity we as Swiss Sense share with Nextview stems from our unity. From this collective strength, we've developed a model that paves the way for both success and future endeavors.”
- Hans Nijhof - Director of IT, Swiss Sense
Unleash the full power of Salesforce with integration
To get most value out of the Salesforce solution, Swiss Sense needed support in integrating Salesforce with the rest of the application landscape, thereby creating a comprehensive Customer 360 view and , integrating front and back-office processes, and establishing seamless omnichannel integration, encompassing both their eCommerce platform (Magento) and physical stores.
Designing better business using a design-led approach
Using Nextview Consulting’s design-led approach, the service blueprint was used to identify and prioritize the necessary integrations for maximum business value. This way-of-working enabled Swiss Sense to understand and address the requirements for creating a unified customer & employee experience and designing better business.
Creating an integration Salesforce solution for Swiss Sense
Nextview Consulting successfully integrated Swiss Sense's front and back-office systems, CRM, and eCommerce platform to establish a a true Customer 360 across different identies in deifferet systems and an integrated, end-to-end, customer journey and business processes. This unlocked personalized sales, service, and marketing, ultimately leading to an improved customer experience, as well as a higher degree of automation leading to a better employee experience and more efficiency.
Delivering great results using well designed integrations
Nextview Consulting's integration solutions delivered incredible results for Swiss Sense:
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A unified Customer 360 view, enabling personalized sales, service, and marketing for an improved customer experience. This leads to higher NPS and more revenue.
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Enhanced efficiency by integrating front and back-office processes leading to saving costs and a better employee experience.
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A seamless omnichannel experience by connecting Swiss Sense's eCommerce platform (Magento) and POS system with Salesforce leading to a better customer & employee experience.
In addition, by applying MuleSoft’s API Led Connectivity vision, Nextview Consulting has helped Swiss Sense design reusable APIs that enable faster innovation and business agility.
Driving business performance and delivering personal customer service.
Swiss Sense's collaboration with Nextview Consulting in the area of system integration has led to significant improvements in efficiency and customer satisfaction. By creating a single point of truth and streamlining processes, Swiss Sense can now provide a consistently exceptional customer experience across all channels. This partnership showcases the importance of seamless integration in driving business performance and delivering outstanding customer service.
