In this latest roundup of customer wins and case studies, five providers find success in their CX implementations. Unified customer experience management (CXM) provider Sprinklr is tapped by Formula 1 racing team BWT Alpine. For goHappy, new opportunities in providing frontline employee engagement materialize with Hand & Stone Massage. With search and discovery provider Algolia, the signs of success of its customer Gymshark are apparent in the company’s higher conversion and order rates. Meanwhile, Veeva’s CRM solution gives the commercial teams at Tec-Med a better way to digitally engage healthcare professionals. Last, Chicago-based customer experience automation (CXA) provider ActiveCampaign lends expertise to a noble cause as social-justice enterprise Made For Freedom continues on its mission to support survivors of sex slavery and human trafficking. Details follow below.
Sprinklr Is Tapped by BWT Alpine F1 Team
Sprinklr, the New York City-based provider of a unified CXM platform, has been tapped by the BWT Alpine F1 Team to enhance the French-owned Formula 1 racing group’s brand and energize the fan base.
To realize those goals and raise its digital presence, Alpine will implement nine of Sprinklr’s 31 products, beginning with the Sprinklr Modern Research suite, to listen to the world of F1 across more than 100 million sources in over 50 languages. Through Sprinklr’s artificial intelligence (AI) capabilities, the unstructured data is then transformed to organized, actionable insights, not only providing context for Alpine’s marketing and content creation but also enabling personalized, simultaneous engagement with many more fans.
Alpine CEO Laurent Rossi says the new partnership is the first phase of a unified strategy to drive brand equity and success for Alpine. “Just like we leverage AI for our engine and car data, Sprinklr will help us deeply connect with fan sentiment and intent and shape the fan experience of the future,” Rossi points out.
GoHappy Partners with Hand & Stone Massage
Virginia-based goHappy, the provider of a platform for frontline employee engagement, has contracted with Hand & Stone Massage and Facial Spa to provide tools that can be used by the spa’s franchise owners to gauge worker satisfaction at each spa location.
Using surveys from goHappy, New Jersey-headquartered Hand & Stone will canvass its entire frontline workforce to measure the level of engagement of employees at each franchise and determine areas for improvement. The chain’s frontline workforce includes spa associates, licensed aestheticians, and massage therapists.
John Teza, CEO of Hand & Stone, says providing tools for franchise owners to maximize engagement and retain frontline spa employees remains a key strategic initiative for the company in 2022 and beyond.
“We know how important our licensed service providers and spa associates are to our business, and their feedback will help guide our franchise owners and their managers as to what they are doing well and potential areas of development,” says Teza. “With that insight, Hand & Stone operators can continue to be the very best employers in the spa and skincare industry.”
Algolia Recommendation Engine Is Deployed by Gymshark
Algolia, the San Francisco-based provider of a search and discovery platform, says its AI-powered recommendation engine is now under implementation at Gymshark, a UK fitness apparel manufacturer and online retailer. The recommendation engine, known as Algolia Recommend, enables companies to create customized recommendation scenarios for online visitors.
An Algolia user since 2019, Gymshark has deployed Algolia Recommendation in 14 countries, relying on Algolia for a full range of e-commerce capabilities, including search, analytics, rules, personalization, dynamic reranking, and more. Gymshark chose Algolia Recommend more recently to boost conversion rates, increase average order value, and improve customer satisfaction and retention. After A/B testing Algolia for two weeks against its previous recommendation solution, Gymshark saw a higher conversion rate for its 10 top products, increased order rates, and higher add-to-cart rates.
After testing was rolled out to all markets, Gymshark saw similar results, along with a sharp increase in mobile activity as order rates on mobile increased 150% with the addition of Algolia Recommend. Once fully implemented, Algolia Recommend was also a key contributor to the Black Friday success of Gymshark in 2021, driving a 150% increase in order rates and a 32% increase in add-to-cart actions among new users, compared to performance for the same period a year earlier.
Veeva is Tec-Med Choice for Italy and Spain
Veeva Systems, the software provider for the global life sciences industry based in Pleasanton, California, says its multichannel Veeva CRM solution is deployed at Tec-Med, an Italian company specializing in ophthalmic micro-surgery and ocular diagnostics, in Italy and Spain to improve CX and customer engagement with healthcare professionals across various channels.
Built on the Salesforce platform and designed specifically for the pharmaceutical and biotechnology industries, Veeva CRM’s cloud solution allows the commercial teams at Tec-Med to tailor digital interactions to specific HCP needs.
“Veeva CRM gives our commercial teams a better way to digitally engage with HCPs, delivering the right content at the right frequency to complement face-to-face meetings,” says Stefano Pascale, managing director of Tec-Med. “By partnering with Veeva, we have been able to standardize processes across regions, improve field rep efficiency, and advance our multichannel customer experience.”
Other Veeva CRM-based solutions currently being used by Tec-Med teams include Veeva CRM Mobile for use on mobile devices like tablets, and Veeva’s closed-loop marketing (CLM) functionality for engaging with HCPs through rich media.
ActiveCampaign Helps Made For Freedom Carry Out Its Mission
ActiveCampaign, the Chicago-based provider of a CXA platform, has enabled growth for the nonprofit retailer Made for Freedom, which sells clothing, fashion accessories, and handmade jewelry made by survivors of sex slavery and human trafficking.
Through the experiences enabled by the ActiveCampaign CXA platform, Made for Freedom has succeeded in not only growing its business but also in connecting their volunteer pipeline—a core mission of the organization. Made for Freedom has also turned countless customers into advocates and created more than 15,000 hours of dignified employment for survivors of human trafficking.
Dawn Manske, the founder of Made for Freedom, uses ActiveCampaign to send regular updates to her volunteer network, connect with new centers around the world, share more information with potential volunteers, and reach out to potential resellers with information about Made for Freedom. Manske measures the success of her marketing by tracking how effective her emails are in getting more volunteers to join in helping support the organization’s mission.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
