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Fisher & Paykel Builds Lasting Customer Relationships With Salesforce | Dreamforce 2024 | Salesforce

9 Oct 2024 · 3 min

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3:16

A testimonial describing how a consumer-appliance brand used Salesforce products (AgentForce, Data Cloud, Marketing Cloud, Commerce Cloud) to unify fragmented customer data into a 360° view, enable personalization at scale, activate segments (e.g., Instagram ads), leverage IoT signals, streamline commerce and order management, and drive measurable business outcomes (time savings, ROI, higher conversion and engagement rates). The speaker frames AI and human interaction as complementary and emphasizes meeting high customer expectations for a premium brand.

Questions this video answers

30 minutes per order

Six months

206% increase in outcome rate

112% increase in click-through conversion rates

Chapters

Five years ago, our customer data was fragmented. We're a company whose vision is to be the world's most human centered appliance brand and not really be able to understand who our customers are. Really didn't sit well for us. Before systems and teams, they were siloed. Now we bring everything together in one place. The Salesforce platform has really enabled us to have one place where all our data is coming back to creating a 360 degree view of our customer. Unifying our data means that we can do genuine personalization at scale. AgentForce provided us that platform to build on our customer data to start enriching what we already had. With Data Cloud we're able to get a unified view of our customers. We're able to understand who they are, what they're interested in and how they've interacted with us. Data Cloud isn't just a place where we view customer records. We can actually activate out the back of it. With Marketing Cloud we're also able to use real language to build and define a segment that we may want to target. We want to find customers that are interested in our Boffy minimal kitchen. So let's create an Instagram ad. We use Commerce cloud across our website. Understanding our customers journeys on the website. Commerce Cloud enables checkout really efficiently. We can trigger different communications based on using Data cloud and our IoT data. We're able to understand this customer hasn't connected their fridge yet. Let's send them an email saying hey, your fridge is connectable. Customer data and trust go hand in hand. I really see AI and our human interactions with our business as symbiotic. I see AgentForce really working with and enhancing what we can do. We're using Marketing cloud, Commerce cloud, Data cloud. What that's enabled us to do is expedite the customer journey throughout the purchase cycle. It's allowed us to do cross sell and upsell opportunity. So that's been a great sales revenue driver. Commerce Cloud order management saved 30 minutes of manual handling for every single order. We were able to get a return on investment in just six months by using the marketing cloud. We increased the outcome rate by 206% by sending an email when it resonated with the customer. Tailoring that email content based off what they're doing. We saw the conversion rates jump up 112% in terms of click through. I see AgentForce really helping us lift productivity of our people. Not only delivering better experiences but doing them more efficiently. Being a luxury premium brand, our customers have very high expectations. If we didn't have these personalized journeys in place, we wouldn't be meeting customer expectations. We want to separate ourselves from our competitors, and the only way to be able to do that is through our Salesforce platform. We're always evolving. We're always trying to really lace those customer journeys together, understand what the customers are doing from the data we have to really enrich our customer experiences. Sam.