Press Release
Jena/Düsseldorf – The digital agency dotSource supported FUJIFILM Europe GmbH in setting up a digital experience platform for the European market. In addition to an online shop based on Adobe Commerce, Salesforce Service Cloud and Marketing Cloud were implemented to achieve this. As a result, FUJIFILM can now offer its customers a comprehensive range of online services.
Last summer, there was already a press release about the new D2C online shop for the technology company FUJIFILM. Based on Adobe Commerce, customers throughout Europe now have access to an engaging shopping and service platform for FUJIFILM photography products. However, this was not enough to meet the company's high requirements in terms of customer relationships and customer service. Accordingly, it was decided to establish a customer service platform from Salesforce in addition to the online shop, thereby drawing on the extensive resources of two major software providers.
Salesforce Service Cloud acts as the customer relationship management (CRM) system, with more than 230,000 customer data sets having been transferred from the legacy system. The solution is also seamlessly integrated with the online shop and can gather additional information from it.
Obtaining a 360-Degree View of the Customer with Consistent Interfaces
As is usual when adopting a best-of-breed approach, the dotSource expert teams faced the challenge of ensuring controlled data exchange between the systems. Consequently, a sophisticated interface architecture had to be set up. This now makes it possible to transfer information on customers from the Adobe shop system directly to the Salesforce solutions.
For example, the online shop offers photography enthusiasts the option of registering their purchased FUJIFILM digital camera online so that they can benefit from regular free quality checks and appropriate repair services. FUJIFILM's service department can access this information in the new CRM system and respond directly. Moreover, this further enriches the available data and provides FUJIFILM with a 360-degree view of the customer.
Personalised Marketing Campaigns and Efficient Workflows with Salesforce
This data can then be used for personalised marketing campaigns. Salesforce Marketing Cloud provides a powerful tool for this purpose. The content of e-mail marketing campaigns, for example, can be segmented based on recipients' registered products and main interests, ensuring that they only receive the information that is relevant to them.
»With Salesforce Service Cloud and Marketing Cloud, we have once again been able to significantly improve our customer service and make communication with our target audience more personal and efficient,« Shugo Kiryu, Product Owner Online Shops at FUJIFILM Europe GmbH, comments on the project.
In addition, FUJIFILM employees benefit from simplified workflows and automated data management. In Salesforce training courses held by dotSource, valuable expertise in this regard was passed on in the best possible way.
About FUJIFILM
FUJIFILM is a globally operating group that produces innovative medical technology, life sciences and storage media products. However, the Japanese technology company is best known for its extensive premium product range in the field of photographic and imaging technology. Part of the globally present FUJIFILM Holdings Corporation is FUJIFILM Europe GmbH, which is headquartered in Düsseldorf and has more than 50 group companies and branches all over Europe.
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