Bouygues Telecom simplifies the lives of their customers and associates with Marketing Cloud
Discover how Salesforce Marketing Cloud implementation specialists of Behavioural Response helped telecommunication businesses successfully implement it
Industry: Telecoms
Website: Visit now
Technology we’ve used
Salesforce Service Cloud
Salesforce Marketing Cloud
The challenge:
Bouygues Telecom is the 3rd largest French mobile operator.
The digital era has given incredible power to customers. They learn, compare, share their opinions instantly, wherever they are. They became actors in the relationship. That’s why in an ultra-competitive context, Bouygues Telecom sought to develop an excellent relationship with their customer to stand out from the competition and increase loyalty.
The Solution:
Bouygues Telecom is committed to an omnichannel strategy, which aims, among other things, to offer a seamless customer experience on all channels. By phone or shop, the advisor accesses a single client file to respond to the request. Then, via the website or the mobile application, the customer can consult his file and make changes such as changing his package.
We made it possible by implementing Service Cloud and Marketing Cloud.
Service Cloud is the memory of the customer relationship. This portal is available for all advisors, whether they are in the store or customer relations center. To facilitate the processing of requests, the advisor visualizes the same interface as the client in his personal space, enriched with additional information – queries in progress, satisfaction rate, marketing offers.
Marketing Cloud to improve their marketing strategies and automate campaigns. With, ultimately, an ever more personalized communication.
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