About the client
Chanel, the iconic French luxury fashion house, needed a thorough audit and optimization of its Salesforce CRM system used across the APAC region to manage customer operations. With high standards in client interactions and luxury service, Chanel sought to ensure its CRM could meet the demands of growing customer bases and maintain premium service quality. After conducting a full technical audit of the existing Salesforce setup, recommendations focused on enhancing system flexibility, scalability, and alignment with Chanel’s unique customer journey. Key improvement areas were identified, aimed at preparing the CRM for evolving user needs and operational requirements.
What we did
- 1
Conducted a comprehensive audit of Salesforce CRM, assessing existing configurations, workflows, and technical customizations specific to Chanel’s APAC customer operations.
- 2
Evaluated data management practices to ensure customer information was securely and efficiently handled, meeting Chanel’s high standards for data protection.
- 3
Reviewed current process flows for customer service, loyalty programs, and marketing campaigns, identifying potential bottlenecks and optimization opportunities.
- 4
Assessed user roles and permissions, ensuring compliance with data access protocols and safeguarding sensitive customer data.
- 5
Recommended enhancements in automation for repetitive tasks, such as case management and customer follow-ups, to streamline processes and minimize manual workload.
- 6
Proposed scalable architecture modifications to accommodate future expansion and additional functionalities as Chanel’s customer base grows.
- 7
Identified best practices for process standardization across regions, ensuring consistency in service quality and CRM usage among Chanel’s APAC teams.
- 8
Developed a roadmap for phased improvements, allowing Chanel to adopt changes progressively without disrupting ongoing operations.
Facing similar challenges in your CRM?
The results
This case study work was done in collaboration with Keyrus, a global consulting firm.
*Contracted with Keyrus.
