CX Wins for Freshworks, Amperity, Salesforce, Mitel, and mParticle

Partners Include Styli, Shiseido Americas, Nibav Home Lifts, Sourcewell, and Sweaty Betty

CX Wins for Freshworks, Amperity, Salesforce, Mitel, and mParticle

Freshworks Enables India’s Styli to Deepen Customer Loyalty

Business software maker Freshworks has teamed up with Styli to manage and automate customer support operations of the fashion e-commerce brand. Aiming to foster brand loyalty and deliver exceptional CX, Styli deployed Freshworks bots endowed with AI-powered automation, real-time resolution, and contextual handover, improving its query-resolution time in the process.

Part of the Landmark Group, one of the largest omnichannel retailers in the Middle East, Styli sells to a mainly young customer base in Saudi Arabia, United Arab Emirates, Bahrain, Kuwait, and India. To meet its high customer demand and maintain the exceptional CX it hoped to deliver, Styli required a modern customer support suite.

Freshworks solutions proved to be the answer. Freshchat provided advanced automation features that helped the Styli team work more quickly and efficiently. For its part, Freshdesk integrated easily with Styli’s internal order management system, providing a unified view of customer purchases and support history to agents. The Freshdesk dashboard also enabled Styli team supervisors to gain clarity on team performance, paving the way for a 42% improvement on average in resolution time and a significant boost in productivity, with bots deflecting nearly 45% of queries on WhatsApp, the messaging platform of choice among Styli’s young customer base.

“We believe that quality customer experience is the soul of a business with loyal customers,” says Rana Abdel-razik, CX manager at Styli. “Freshworks has helped to up-level our vision and foster an even greater level of trust with our customers.”

Amperity Helps Shiseido Americas Build First-Party Data Strategy

Amperity, the Seattle-based provider of a customer data platform (CDP) for consumer brands, is helping luxury cosmetics firm Shiseido Americas Corporation build the foundation of a strategy utilizing first-party data. Shiseido Americas, a subsidiary of Tokyo-based Shiseido Company, will deploy the CDP to democratize data across the organization to deliver personalized CX and increase agility.

With consumer shopping preferences and behaviors evolving, Shiseido Americas needed a comprehensive solution to bring together and manage multiple data sources across various brands to advance its marketing goals. Using Amperity’s patented AI and machine learning (ML) methods to stitch together all customer interactions, Shiseido succeeded in building complete customer views, enabling it to target shoppers with personalized communications throughout their journey.

“As an omnichannel retailer, we are laser-focused on understanding our customers and the channels they want to interact in, while ensuring we are delivering consistent customer experiences,” says Kristin Morseman, senior vice president for the Americas digital transformation at Shiseido Americas. “With Amperity, we can unify and activate all of our customer data with the goal of creating a seamless omnichannel journey for our customers.”

Barry Padgett, CEO at Amperity, says the luxury market is finding unique ways of using data to gain a competitive edge in an omnichannel retail environment. “By partnering with Amperity, Shiseido Americas now has the critical data foundation required to enable them to deliver real-time personalized customer experiences across in-store and digital worlds,” she says.

Salesforce to Provide CRM Solutions for India’s Nibav Home Lifts

Salesforce is implementing its customer relationship management (CRM) solutions for Nibav Home Lifts, a provider of home elevator solutions from India, to furnish a more personalized and engaging experience for customers.

Salesforce Sales Cloud will furnish Nibav with a centralized platform to track leads, manage the sales pipeline, and streamline sales operations. Salesforce Marketing Cloud will help drive targeted campaigns, automate customer journeys, and deliver personalized communications.

Vimal Babu, founder and CEO of Nibav, says the company is committed to leveraging innovative technologies. “The partnership with Salesforce aligns perfectly with Nibav’s technology vision, as the platform offers advanced automation capabilities, real-time data insights, and collaboration tools that will further enhance Nibav’s product offerings and customer experiences,” Babu says.

Mitel Secures Fourth Contract in a Row With Sourcewell

Canadian telecommunications company Mitel has been awarded its fourth consecutive contract as a preferred provider of communications and collaboration services to Sourcewell, the Minnesota-based cooperative purchasing organization that offers government, education, and non-profit organizations access to trusted suppliers through nationally solicited contracts.

With the new 4-year contract, Sourcewell”s member agencies will have access to a full range of Mitel’s unified communications (UC) solutions through ready-to-use contracts that simplify the purchasing process. Mitel’s portfolio includes private cloud, on-site communications systems, contact center, collaboration, mass notification applications, business phones, devices, and accessories. Last year, 40,000 agencies purchased $6.5 billion worth of goods and services through more than 50 Sourcewell contracts.

Related Article: Mitel Enters Talks to Acquire Unify

“We are honored Sourcewell continues to trust Mitel as a preferred provider, and we look forward to continuing to support its members with the modern communications and collaboration solutions they need to deliver important work in their communities,” says Sue Anders, public sector and general manager at Mitel.

David Duhn, a supplier development supervisor at Sourcewell, says the organization selected Mitel following a formal and comprehensive bidding process. “Our top priority is to help the agencies we serve save time and money by providing streamlined access to world-class suppliers who offer choice, peace of mind, and value,” he says.

mParticle Partners With UK Activewear Brand Sweaty Betty

New York City-based CDP platform provider mParticle is partnering with Sweaty Betty, the British premium women’s activewear brand, to improve customer loyalty and drive growth. The partnership will also establish a foundation for first-party data for the London-based firm, enabling its marketing teams to deliver cross-channel customer journeys and maintain regulatory compliance without data engineering support.

“As we looked to continue Sweaty Betty’s growth and continue delivering a customer centric brand experience, we needed an advanced customer data infrastructure to support the increasing importance of first-party data,” says Simon Pakenham-Walsh, chief technology officer at Sweaty Betty. “mParticle makes it easy to equip our commercial teams with the robust data capabilities they need to deliver differentiated customer experiences.”

Related Article: mParticle Buys Vidora; New Funding for Aisera and CleverTap

With mParticle in place, Sweaty Betty is able to access high-quality customer data in real time and act on insights quickly, helping to improve marketing efficiency and increase the relevancy of messaging across channels.

Rob Murphy, senior vice president at mParticle, says it is important for multichannel retailers to build a customer data infrastructure to obtain a complete understanding of the customer journey. “By partnering with mParticle, Sweaty Betty is able to turn their customer data into a business-critical growth engine, building a best-in-class foundation for the changing retail landscape,” Murphy notes.

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.


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