In order to combine shopping and customer service even better than before, Swarovski Optik KG relies on the Salesforce Sales Cloud. As a Salesforce Gold Consulting Partner, Jena-based digital agency dotSource implemented a technical connection to the existing online shop based on Intershop.
Jena, Germany, 22.11.2018
E-commerce has long been more than the mere offering of products. Swarovski Optik AG also wants to meet the increased demands of customers beyond the purchase and provide additional cross-channel services. However, to ensure comprehensive after-sales support, in addition to the online shop, a strong CRM solution is needed that fully exploits the potential of centralised customer data. To ensure the consistent exchange of data between systems, dotSource flexibly connected the Salesforce Sales Cloud to the existing Intershop shop system using REST API.
Customer-related data can be synchronised directly between two systems and customer accounts from the online shop can be easily transferred to the CRM system. Orders, repair requests, and newsletter subscriptions are mirrored directly into the Salesforce Sales Cloud from Intershop 6.4, making them available for customer support and personalised customer engagement via marketing automation.
For Swarovski Optik’s customers, the perfect interaction of the systems is expressed primarily through improved customer support. For example, offline purchased products can also be registered in the online shop. Customers always keep track of their purchase data and have all information at a glance in case of service. In the event of damage, customers can also register their product online for repair and track the status of the repair through the customer account. The new digital adjunct services provide customers with real added value and convenient user experience. This ensures long-term customer satisfaction and strengthens customer confidence in the Swarovski Optik brand. dotSource has been supporting the SWAROVSKI Group since 2011 in designing its customer relations digitally.
About SWAROVSKI OPTIK
SWAROVSKI OPTIK is part of the Swarovski International Holding AG group of companies and specialises in the development and manufacturing of high-precision optical devices. The company's success is based on its innovative strength, on the quality and value of its products, as well as on its functional and aesthetic design. The appreciation of nature is an integral part of the company philosophy and finds its expression in the exemplary environmentally friendly production and in a sustained commitment to selected conservation projects.
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