Customer case
Implementing Salesforce Marketing Cloud as a next step in Swiss Sense's Transformation Journey
Nextview Consulting embarked on a transformational project with Swiss Sense, a leading Swiss bed and bedspring company, aiming to enhance their Customer Lifecycle Value (CLV) without increasing the Sales engagements. The project's main focus was to personalize the customer experience and streamline marketing efforts through automation.
“What I appreciate most in our collaboration with Nextview is our competitive spirit. Together, we constantly challenge each other to come up with the best possible solutions, ensuring that we always conceive the finest ideas.”
- Joey Janssen - CDO/CIO, Swiss Sense
How Nextview and Salesforce Tackled Swiss Sense's Data Obstacles
Swiss Sense's initial marketing approach was very generic, leading to low conversion rates. The company had no integrated Marketing Automation system, which resulted in disconnected data points and cluttered data. Importing/exporting data across systems was cumbersome and lacked visibility across departments, especially regarding consent data in the marketing systems. The primary concern was how to connect Marketing with the Sales/Service operations to leverage data sharing and increase the CLV efficiently.
Streamlining Swiss Sense's Marketing using the power of Salesforce
Nextview Consulting approached the project by initially establishing a lean and minimal viable product (MVP) for Marketing within a few sprints. This step laid a solid foundation for future enhancements. The focus then shifted to integrating multiple data sources to develop a personalization powerhouse, capable of offering customers a tailored experience based on their historical buying patterns and products.
Swiss Sense's Journey towards Personalized Marketing with Salesforce Marketing Cloud
Nextview successfully implemented Salesforce's Marketing Cloud and connected it with Salesforce Sales/Service Cloud. This integration brought all of Swiss Sense's customer data into a single, unified platform, enabling seamless data sharing across departments and systems.
The team leveraged Marketing Cloud's Journey Builder to automate always-on campaigns, allowing marketers to concentrate on innovating rather than maintaining existing campaigns. Dynamic content was utilized to create personalized emails for different target audiences and campaigns, reducing the time spent on content creation.
Furthermore, Mulesoft was integrated with various data sources like:
- SAP for accurate order information
- The Swiss Sense website and MySwiss portal for effective lead/opportunity generation
- Google Cloud to generate personalized triggers based on query data