Date post: | 20-Jun-2015 |
Category: |
Technology |
Upload: | salesforce |
View: | 932 times |
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Social Clienteling Nurturing VIP Connections In-store and Beyond
Brian Spaly, Trunk Club Michael Andrews, Michael Andrews Bespoke
Maureen McCarthy, Salesforce.com, Senior Manager
Brian Spaly CEO of Trunk Club @trunkclubceo
All About Trunk Club Trunk Club was started to solve a simple problem – shopping for clothes in stores or online just doesn’t work for most guys. We combine top brands, expert service, and unparalleled convenience to deliver a highly personalized experience that helps guys look their best and saves them time.
• Drive business growth with higher productivity and ability to manage more leads and customers.
• Standardize sales methods and practices to accelerate on-boarding process and increase collaboration.
• Track and understand stylist sales processes and customer preferences to decrease return rate and increase customer satisfaction.
Responding to customer service inquiries makes it easy for employees respond right away.
Maintains a record of everything having to do with customers—sales activities, orders, customer communications, and social conversations.
Apps give stylists insight into member interests, preferences, and fit, so they can pack the best trunk.
Helps stylists collaborate, share ideas and links, and spread information on how pieces fit and wear over time.
“Salesforce keeps track of everything for us. If it’s not in Salesforce, it did not happen”
- Brian Spaly, CEO
Being Social is Woven Into Everything We Do
Over 70 empowered users and growing.
The Trunk Club Demonstration Overview
Wardrobe History “Pursuit” Performance
Member Engagement
“Pack” the Trunk
Michael Andrews CEO and Founder of Michael Andrews Bespoke @MABespoke
All About Michael Andrews Bespoke
We are not your father’s custom tailor. Michael Andrews Bespoke is New York’s premier custom clothier. We specialize in slim-fit suits, shirts, tuxedos, sports coats, trousers, and overcoats; each cut to our clients’ precise measurements and finished to our exacting standards.
Averaged 60% annual growth since opening
More than 3,500 clients
Named “Best of” New York since 2008
• Entries for more than 65 unique measurements
• Enter all measurements and notes taken real time
• Upload corresponding images to notes
• Pre-translated orders for workshop
Inputting Measurements into Salesforce
Measurements for a custom shirt
We Run Our Entire Business On the Salesforce Platform
Social Media
Order History
E-Commerce/ QuickBooks
Future Development
Online Scheduling
Client Portal Production
Notes
Shipping / Tracking
Client Information
Current System
Alterations
Believe it or not, we used to type orders in Word documents…
…and tracked order status in an Excel file with thousands of rows
Now, all client information on their individual pages on Force.com
Business Benefits
• Scalable platform to support growth
• 85% reduction in order errors
• 15% improvement in delivery time
• Dramatically improved client service
• 15% increase in revenue from better client tracking and follow-up
• 35% reduction in accounts receivables
Michael Andrews
Founder/CEO Michael Andrews Bespoke,
@MABespoke
Brian Spaly
CEO Trunk Club,
@trunkclubceo
360° view of a socially connected retailer!
• Social Media Monitoring • Social Shopping • Mobile CRM • Social Clienteling • Real-time Analytics • Connected Employees • Cross-Channel Customer Service
In the Cloud Expo!
Cloud . Mobile . Social
Don’t Miss The Retail Campground Experience!