Marketing Cloud and Service Cloud integration: Know how we helped our client boost their consumer engagement?
If you are running a business in 2022, you need to align your sales and marketing activities for better customer engagement. By integrating Marketing Cloud Service Cloud, your sales team can better respond to your customers at the appropriate time.
In this success story, we helped our client boost their business by streamlining their sales and marketing activities. We leveraged omni-channel routing feature in Service Cloud to route the customers directly to our client’s nearest store.
The best part is, we were able to perform the required customizations without causing any downtime in their Salesforce application!
Get to know about our client and their business challenges:
Our client is a rent-to-own company that helps customers lease/rent world-class furniture. They have around 150+ franchised stores in and around the US that offer customer-centered services.
Apart from the inbound leads that they were getting through their website and the direct customers who visit their store, our client wanted to further boost the number of leads. So, they conducted various marketing campaigns to collect details of the customers who are interested in renting furniture from them. For every new lead, they created a new contact list in Salesforce Marketing Cloud, through which they planned to send an SMS as a part of their weekly campaign.
To enhance consumer engagement, our client wanted to leverage the omni-channel feature in Salesforce Service cloud. An Omni-channel is a feature in Service Cloud that routes the customers responses directly to the appropriate support agent in the store.
They wanted to integrate their Marketing Cloud with Service Cloud so that they can respond better to the customers who reply to their marketing messages. But since our client had a complex data structure, they had few hiccups in implementing the integration without any business interruptions and so they were looking for an ideal Salesforce solution provider to do this integration for them.
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The client chose AVASOFT to meet their Salesforce requirements!
AVASOFT Salesforce experts analyzed the client’s unique needs and imparted cutting-edge Salesforce solutions to overcome their business challenges.
- The leads from the different sources were aggregated (Websites, Campaigns and Direct leads) and a contact list was created in Marketing Cloud.
- To client to run their SMS campaign we leveraged RPI (Red Point Integration) to send mass messages to the leads in Marketing Cloud.
- By leveraging connected apps and process builders we integrated the client’s Marketing Cloud with Service Cloud.
- Whenever a customer responds to a marketing message that was sent through short codes, an API was triggered in Service Cloud through process builders.
- Our Salesforce specialists leveraged the Omni-channel feature in Service Cloud to route the customers to the salesperson in the nearest store.
- When a particular Salesperson fails to turn on his omni-channel routing feature, within the next fifteen minutes the lead will be routed to the next salesperson in the same store.
- We leveraged cross-carrier double opt-in messaging and CallFire to alert the salesperson about the number of leads that are interested in renting furniture from their store.
- AVASOFT automated the client’s weekly SMS campaign, so that they can remain intact with the compliance rules. Example: When a person replies to an SMS as ‘STOP’ they will automatically be unsubscribed from receiving the marketing messages, instead of manually removing their contact list from Marketing Cloud.
The business gains for the client:
- The integration of Marketing Cloud and Service Cloud allowed our client to deliver a highly personalized and intuitive customer service.
- They were able to achieve a streamlined sales process that connected their brand straight to the target audience.
- With the help of omni-channel routing feature in Service Cloud they were able to quickly respond to their leads/customers.
- Our client was able to practice SMS marketing without compromising on the compliance rules.
- Before the integration, they had an average of around 900 leads per day. After the integration, they witnessed a 32% increase in the number of leads per day, and in the peak seasons, they are expecting even more!
- Our Marketing Cloud to Service Cloud integration increased the client’s consumer engagement by 25%.
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