LONDON and CHICAGO, June 14,
2018 /PRNewswire/ -- CONNECTIONS
— Salesforce (NYSE: CRM), the global leader in CRM,
today announced that British department store Fenwick has selected
Salesforce Commerce Cloud, Marketing Cloud and Service Cloud to
deliver new digital shopping experiences.
With nine stores in the UK and 135 years trading, Fenwick faced
the challenge of rising customer expectations in a world that is
fast becoming digitized. Fenwick needs to be able to support all
points of commerce and service across multiple channels. The new
ecommerce platform and personalized experience powered by
Salesforce will help the British retailer meet the expectations of
today's connected and digitally savvy customers.
"Fenwick has always offered customers an experience that is
unique and tailored to the local market," said Kate Smyth, Digital Director at Fenwick. "With
Salesforce, we have the tools to continue that experience through
digital."
Commerce Cloud will support Fenwick customers in their
purchasing journeys, across multiple devices, with agility and
consistency. With an understanding of how each customer is
interacting and shopping online, Fenwick will be able to deliver
unique content, offers and recommendations. With Marketing Cloud,
Fenwick will create and send personalized and relevant
communications for each customer, using intelligent customer
journeys.
"As our shoppers become more sophisticated and new channels
emerge, their expectations rise," said Sam
O'Neill, Head of Ecommerce at Fenwick. "Our shoppers want
the opportunity to browse and shop online, and they want that
experience to be as consistent and personal as when they walk into
one of our iconic stores. Salesforce is enabling Fenwick to excel
in this new and exciting chapter."
The competitive nature of the British retail scene also provides
an opportunity for brands to delight customers with innovative and
frictionless customer service solutions. With Service Cloud,
Fenwick shoppers will have access to improved personalized and
connected customer service experiences across multiple channels
including phone, email, social and webchat.
"Having that single view of the customer in one unified desktop
view will help our customer service team resolve issues faster and
with greater accuracy," said Ben
Parsonson, Head of Customer Service at Fenwick. "It is the
foundation of creating a memorable and effective customer
first-experience."
"We're excited to be supporting this iconic brand to bring the
'world of Fenwick' further into the world of digital," said
Chris Wood, Regional Vice President,
Retail, UK, Salesforce. "Fenwick's strategy puts the customer at
the core of their innovation and that's something we firmly believe
in at Salesforce. This initiative is a great example of how a brand
with Fenwick's history can accelerate to bring their luxury
experience to any device and channel while keeping that personal
touch."
Fenwick's implementation of both Service Cloud and Marketing
Cloud is supported by Salesforce partner, eMark and the
implementation of Commerce Cloud by Salesforce partner Astound
Commerce.
About Fenwick
Fenwick, founded in Newcastle in 1882, is the largest independent
department store group in the UK with stores in London's New Bond Street and Brent Cross, Newcastle, York, Canterbury, Tunbridge Wells, Colchester, Bracknell, and Kingston upon Thames.
About Salesforce
Salesforce, the global CRM leader,
empowers companies to connect with their customers in a whole new
way. For more information about Salesforce (NYSE: CRM), visit:
http://www.salesforce.com.
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SOURCE Salesforce