Success story

Terra Canis

30 seconds summary

Short and simple

Traceability and transparency: documentation of all service and marketing activities in one system. Maintenance of new and existing customer relationships thanks to automated e-mail campaigns integrated into the customer lifecycle.

Requirements

Optimization of customer service by means of a new service tool
Maximizing data quality: Documentation of customer history
Linking of marketing and service in one tool as well as connection of the e-commerce channels

Customer benefits

All information at a glance: Master data, orders and service cases
Clearly arranged customer history improves service quality
Transparent ticket system simplifies task distribution and increases service quality
Marketing automation and individualized customer journeys to increase customer engagement

About the project

Why Salesforce
& Salesfive

Terra Caniswas the first dog food on the European market to be produced exclusively with 100% food-grade raw materials. As the quality leader in this industry and a popular brand among pet lovers, excellent customer service is essential for the company.

To combine customer service and marketing in one system, Salesforce was the perfect solution.
Salesfive was the partner of choice because of its industry-specific know-how and expertise in service and marketing automation.

The result

Salesforce

Salesforce as a solution for retail: marketing automation and transparency in customer service.

Our Salesforce solution

Service Cloud and Pardot implementation
Magento e-commerce platform integration and website interface
Customized customer journeys to maximize customer engagement and sales ROI
Development of custom customer journeys for expansion into new, international marketse

The advantage for Terra Canis

Clearly arranged customer history increases the quality of customer service
Ticket system minimizes time-per-case and enables internal traceability
Increased engagement of existing and new customers through individualized targeting
Expansion into new markets is supported by automated email journeys

“With the introduction of the Service Cloud and the link to our e-commerce channels, we are able to precisely document and track customer history with master data, orders and service cases. In combination with individualized marketing measures, we can implement targeted measures to increase sales and customer satisfaction.”

– Falko Diener, Head of B2C – Head of E-Commerce, Terra Canis