Caso de éxito

Mango, a leading retail brand, faced the challenge of delivering a consistent and personalised customer experience in an omni-channel environment. The lack of integration between its existing systems created silos of information, making it difficult to have a complete view of the customer and respond quickly to their needs. In addition, customer service processes were not optimised, limiting operational efficiency and affecting customer satisfaction. 

The main objective was to implement a solution that would centralise customer information and improve the customer experience at all points of contact, in line with the high quality standards that characterise the retail sector.

To address these challenges, we designed and implemented a Salesforce Service Cloud-based solution, tailored to the demanding standards of the retail sector. This solution was configured to integrate with Mango's existing systems, including its e-commerce, ERP and CRM platforms, achieving a unified view of each customer.

The integration enabled the centralisation of all relevant information, such as purchase history, previous interactions and customer preferences, improving the customer service team's ability to deliver fast, personalised solutions. In addition, key processes such as case management and request allocation were automated, increasing operational efficiency and reducing response times.

Thanks to this transformation, Mango was able to not only improve its customers' experience, but also strengthen its position as a benchmark in the retail sector, with customer service that is more agile, efficient and aligned with their needs.