Business Summary
Against the backdrop of digital transformation, Villeroy & Boch pursued the goal of advancing its online presence in a scalable and future-proof way – across e-commerce, customer relationship management (CRM), customer service, content and product data management. Since 2020, dotSource has supported the Group not only as a technical service provider, but also as a strategic digital transformation partner with a focus on multicloud and omnichannel solutions.
The outcome of the collaborative multi-stream project is a state-of-the-art, scalable DXP for multiple departments: Online shop, sales and customer service work together seamlessly, workflows become more efficient, the technology stack is consolidated and employees are fully empowered.
Client | Villeroy & Boch AG |
Industry | |
Technology | Salesforce Commerce Cloud, Magnolia, Contentserv, Salesforce Sales Cloud, Salesforce Service Cloud |
Focus | Digital Consulting, E-Commerce, PIM, CRM |
How Villeroy & Boch Benefits from Holistic Digital Consulting
of sales and service processes based on Salesforce Sales Cloud and Service Cloud
of online shop, sales and customer service along the entire customer journey
with Contentserv
for internal acceptance and greater autonomy among departments
and enhanced customer loyalty
Project Overview
About Villeroy & Boch
The Villeroy & Boch Group is one of the world's leading premium brands in the »Bathroom and Wellness« and »Dining and Lifestyle« segments. Founded in 1748 and headquartered in Mettlach, Germany, the company stands for innovation, design and excellent quality.
With its strong brand portfolio and its two main brands Villeroy & Boch and Ideal Standard, the Group is represented by over 12,000 employees in more than 140 countries worldwide.
Initial Situation
The collaboration between Villeroy & Boch and dotSource began in e-commerce with the goal of optimising the existing shop environment. Building on this, further strategic aspects were addressed – from customer service and content management to product data management.
The focus was never simply on implementing individual software solutions, but rather on how systems, processes and content work together to support specific business goals.
Challenges
The digital transformation required an approach that spanned systems and departments. The common foundation was a deep understanding of business goals, brand identity and organisational framework. Two guiding questions were the focus:
- How can processes be made more efficient to reduce costs?
- Which potential of multicloud and omnichannel solutions can be leveraged to strengthen customer loyalty?
Moreover, it was necessary to consolidate established structures, for example in product data management and CRM.
Multi-Stream Project Management Meets Cross-System Consulting
Holistic Consulting Process
Villeroy & Boch and dotSource developed a shared, cross-departmental vision to shape digital transformation in an economically sound and future-proof way. From the outset, the work was guided by an outcome-driven consulting mindset – holistic, agnostic and truly collaborative, always looking for ways to refine processes and make solutions easier to use.
E-Commerce and Architecture Consulting
Building on the existing Salesforce shop environment, different architectural approaches were evaluated. Villeroy & Boch opted for a modern headless set-up with Salesforce Composable Storefront, delivering a scalable DXP and consistent customer experiences.
Smart Alignment of Content and Commerce
To achieve the perfect interplay of informative content and products, dotSource evaluated several content management solutions together with Villeroy & Boch on the basis of jointly defined criteria. In the agnostic evaluation process, featuring a weighted scoring model and technology demos, Magnolia came out on top.
PIM Consolidation and Training
The dotSource experts supported Villeroy & Boch in consolidating the separate product information management (PIM) systems used for the »Bathroom and Wellness« and »Dining and Lifestyle« segments. Workshops on specific aspects such as data models, import and export logic and role requirements – combined with targeted enablement – laid the foundation for centralised and efficient product data management.
Refined Customer Service Workflows
Villeroy & Boch's customer data management was enhanced based on specific business goals and real use cases. The company optimised opportunity processes, forecasting and service cases, following expert guidance on Salesforce Sales Cloud and Service Cloud. This was complemented by technical consulting on features such as the Salesforce Einstein chatbot and computer telephony integration.
CRM Harmonisation and Salesforce Data Cloud
dotSource oversaw the merger of two Salesforce instances following the integration of the Ideal Standard brand into the Villeroy & Boch Group. Furthermore, dotSource provided consulting on Salesforce Data Cloud to establish a solid foundation for potential AI-powered applications and automations in the long term.
Clear Strategy, Forward-Looking Technology
Digital success is not a one-off event. It is created through continuous development – and through cross-departmental consulting. Villeroy & Boch deliberately took this route to implement digital transformation both technically and organisationally. As a full-service digital agency with experience in handling large multi-stream projects, dotSource was able to provide efficient support.
What defined the project was a shared ambition to go beyond simply rolling out or migrating digital solutions: The focus was on intelligently linking data and processes and empowering employees across the company. All key departments were actively involved. As a result, the outdated set-up evolved into a robust DXP, unlocking new opportunities along the entire customer journey.
Take the Next Step and Benefit from Cross-System Strategy Consulting
- Uncovering potential: Which of your systems, data and processes can be used more effectively?
- Shaping visions: We help you improve efficiency and employee satisfaction, redefine customer journeys and strengthen customer loyalty.
- Supporting change: We work with you to build internal acceptance and enable your departments to act autonomously.
- Ensuring quality: We keep your digital transformation on track for long‑term success and future scalability.
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