Zensar Technologies Case Studies Enabling Customer Engagement for a Consumer Electronics Giant through IoT

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	Enabling Customer Engagement for a Consumer Electronics Giant through IoT Zensar Technologies

Enabling Customer Engagement for a Consumer Electronics Giant through IoT

Zensar Technologies

Applicable Industries	Consumer Goods Electronics
Applicable Functions	Sales & Marketing
Challenge	The client, a consumer electronics and networking company based in California, was facing several challenges that were affecting their customer engagement and overall sales. The primary issues included inadequate customer support, ineffective handling of customer issues on social media, and a lack of welcome emails for new customers who made purchases online. These issues were causing a significant decrease in customer satisfaction and loyalty, which in turn was negatively impacting the company's sales and reputation in the market. Read More
About Customer	The client is a leading consumer electronics and networking company based in California. They offer a wide range of products and services to customers around the world, including home appliances, mobile devices, and networking solutions. Despite their success, the company was struggling with several customer engagement issues that were affecting their sales and reputation. These included inadequate customer support, ineffective handling of customer issues on social media, and a lack of welcome emails for new online customers. The company recognized the need to improve their customer engagement strategy in order to maintain their market position and continue to grow their business. Read More
Customer Name	Not disclosed Read More
Solution	To address these challenges, a new customer engagement plan was developed and implemented. The plan was based on a Salesforce Marketing Cloud-based solution, which is a leading customer relationship management (CRM) platform that helps businesses manage their customer interactions more effectively. The solution was designed to improve the company's customer support, enhance their social media response strategy, and implement a welcome email system for new online customers. The Salesforce Marketing Cloud-based solution provided a comprehensive platform for managing all aspects of customer engagement, from initial contact through to purchase and post-purchase support. This enabled the company to provide a more personalized and responsive service to their customers, which in turn helped to increase customer satisfaction and loyalty. Read More Log in to view content
Contents

Applicable Industries

Consumer Goods

Electronics

Applicable Functions

Sales & Marketing

Challenge

The client, a consumer electronics and networking company based in California, was facing several challenges that were affecting their customer engagement and overall sales. The primary issues included inadequate customer support, ineffective handling of customer issues on social media, and a lack of welcome emails for new customers who made purchases online. These issues were causing a significant decrease in customer satisfaction and loyalty, which in turn was negatively impacting the company's sales and reputation in the market.

About Customer

The client is a leading consumer electronics and networking company based in California. They offer a wide range of products and services to customers around the world, including home appliances, mobile devices, and networking solutions. Despite their success, the company was struggling with several customer engagement issues that were affecting their sales and reputation. These included inadequate customer support, ineffective handling of customer issues on social media, and a lack of welcome emails for new online customers. The company recognized the need to improve their customer engagement strategy in order to maintain their market position and continue to grow their business.

Customer Name

Not disclosed

Solution

To address these challenges, a new customer engagement plan was developed and implemented. The plan was based on a Salesforce Marketing Cloud-based solution, which is a leading customer relationship management (CRM) platform that helps businesses manage their customer interactions more effectively. The solution was designed to improve the company's customer support, enhance their social media response strategy, and implement a welcome email system for new online customers. The Salesforce Marketing Cloud-based solution provided a comprehensive platform for managing all aspects of customer engagement, from initial contact through to purchase and post-purchase support. This enabled the company to provide a more personalized and responsive service to their customers, which in turn helped to increase customer satisfaction and loyalty.

Impact #1	The implementation of the Salesforce Marketing Cloud-based solution resulted in a significant improvement in the company's operational efficiency. The platform provided a comprehensive and integrated approach to customer engagement, enabling the company to manage all aspects of customer interactions more effectively. This not only improved the quality of customer support but also enhanced the company's social media response strategy. The introduction of a welcome email system for new online customers also helped to increase customer engagement and retention. Overall, the new customer engagement plan helped the company to provide a more personalized and responsive service to their customers, which in turn helped to enhance their reputation and market position.

Impact #1

The implementation of the Salesforce Marketing Cloud-based solution resulted in a significant improvement in the company's operational efficiency. The platform provided a comprehensive and integrated approach to customer engagement, enabling the company to manage all aspects of customer interactions more effectively. This not only improved the quality of customer support but also enhanced the company's social media response strategy. The introduction of a welcome email system for new online customers also helped to increase customer engagement and retention. Overall, the new customer engagement plan helped the company to provide a more personalized and responsive service to their customers, which in turn helped to enhance their reputation and market position.

Benefit #1	Significant increase in sales from the eCommerce portal after the implementation of the new customer engagement plan.
Benefit #2	Improved customer satisfaction and loyalty due to enhanced customer support and social media response strategy.
Benefit #3	Increased number of new customers due to the implementation of a welcome email system for online purchases.

Benefit #1

Significant increase in sales from the eCommerce portal after the implementation of the new customer engagement plan.

Benefit #2

Improved customer satisfaction and loyalty due to enhanced customer support and social media response strategy.

Benefit #3

Increased number of new customers due to the implementation of a welcome email system for online purchases.

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Overview

Enabling Customer Engagement for a Consumer Electronics Giant through IoT

Operational Impact

Quantitative Benefit