The globally operating technology group FUJIFILM produces innovative medical technology, life sciences and storage media products. However, the Japanese company is best known for its premium product range in the field of photographic and imaging technology. FUJIFILM Europe GmbH, headquartered in Düsseldorf, comprises the digital camera business of the global group, which is responsible for sales, marketing and service of digital cameras and accessories throughout Europe.
Adopting a Best-of-Breed Approach to Create a D2C Platform
As part of a multi-stream project, FUJIFILM worked with the dotSource expert teams to implement a digital experience platform for all of Europe. It combines state-of-the-art e-commerce with high-quality customer service. Following the best-of-breed approach, the tools offered by two major system providers were brought together: the shop system Adobe Commerce and the Salesforce solutions Service Cloud and Marketing Cloud.
Optimally Organised Customer Data Thanks to Salesforce CRM
The online portal comes with a wide range of service features that require an efficient data flow between the shop system and the service department. Through suitable interfaces to Salesforce Service Cloud, relevant information is automatically made available to FUJIFILM. Automated workflows ensure consistent data retrieval as required.
Personalised Customer Journeys and Tailored Marketing Activities
The 360-degree view of customer data enables FUJIFILM not only to improve its level of service, but also to implement effective marketing measures. Salesforce Marketing Cloud allows for targeted personalisation and segmentation based on users' registered products and main interests.
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. The valuable experience of dotSource and the close collaboration have helped us make major progress in this regard.
You Too Can Modernise Your Marketing and Customer Service with Salesforce Solutions
- Salesforce Service Cloud to make optimal use of your customer data
- Tailored marketing and service activities for B2B and B2C
- Salesforce Marketing Cloud for personalised customer journeys
- Consistent data thanks to sophisticated interface architecture
- Outstanding scalability via cloud set-up