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A unified customer experience for Neuhaus

Xplore Group’s competence center Forward implemented a customized Salesforce solution resulting in a unified E-commerce platform for Neuhaus. The result was a more consistent buyer journey and personalized customer experiences, which will stimulate growth and ensure high customer satisfaction.

Neuhaus is a Belgian manufacturer of premium chocolates, truffles and confectionery with headquarters in Vlezenbeek. With over 1500 on- and offline selling points in 50 countries, they wanted to ensure a unified customer experience across all sales channels. Legacy systems required modernization and architectural enhancements were needed to respond to digitalization and today’s rapidly changing world.

 

Forward set up a high-performance webshop with smart functionalities such as a “Share-your-personal-wishlist” feature and the possibility to ship to several countries at once. Neuhaus was provided with a quick and easy way to manage their content with custom drag and drop options.

 

All this will be linked to Neuhaus’ current POS system and a Salesforce environment as their brand-new CRM tool. This will give all employees a 360° view of customer data, resulting in optimal, omnichannel customer experiences.

Xploration

Neuhaus was looking for a unified approach to ensure a consistent customer experience across all sales channels resulting in high customer satisfaction.

Our solution

Xplore Group’s competence center Forward implemented customized Salesforce solutions to deliver personalized and unified customer experiences.

Integration

  • Salesforce Commerce Cloud
  • Salesforce Marketing Cloud
  • Salesforce Service Cloud
  • CMD/Pagedesigner

Result

Neuhaus now has a unified E-commerce platform for the EU and the US. The impact of these solutions will boost the growth of their webshop and deliver high customer satisfaction. The customer journey can be optimized continuously and thanks to the 360° view of customers, Neuhaus can deliver personalized experiences.