The famous watchmaker and jeweler wanted to maximise service for their elite set of clients at every touch point, and provide tools for their field and boutique sales teams.
Chopard desired a better knowledge of their customers and prospects, to increase productivity via sales force automation, optimise sales processes and lead management, with the ulitmate goal of maximising brand experience online and offline.
Our solution, blue-infinity's CRM Central, introduced a unified single source of truth for Chopard, with a clienteling suite, a retail execution application, and a marketing automation solution based on Salesforce Marketing cloud. This CRM mobile app functions both online and offline, providing the most complete set of ready-to-go B2B and B2C features on the market today.
It was rapidly implemented through our mobile framework, directly connected to Salesforce, and easily adapted to Chopard's sales processes through a fully customisable interface, to consistently deliver a winning client brand experience.
Our approach was to deliver new processes by demonstrating the enabling power of CRM tools as “packages” that could be easily rolled out and reviewed in pilot countries, building upon them to continuously improve processes and tools, before expanding to other employees.
We were successful in implementing several tools, including a Salesforce CRM fully integrated with ERP and POS solutions, corporate website, sales force automation mobile app with online and offline capabilities, and mobile sales tool for the sales representatives.
Integration with the client legacy system was a major point of attention to ensure data consistency, as was change management.
We deployed the program across 14 subsidiaries and over 60 boutiques worldwide, welcoming half a million customers, plus a Marketing Cloud solution for integrated campaign management.
Our solution was presented at Dreamforce San Francisco.