Tennis Colombia: Elevating Customer Experience with Salesforce

Tennis: An Iconic Urban Fashion Brand in Latin America

Founded in Colombia, Tennis has earned a prominent place in the market thanks to its focus on youth, innovation, and adaptability. The brand offers a wide range of products, including clothing, footwear, accessories, and beauty products, reflecting the latest trends and satisfying the needs of a young and diverse audience.

With operations in Colombia and Ecuador, and with its sights set on new markets such as the United States, and over 700 employees, Tennis is constantly growing and evolving. Its commitment to quality, innovation, and customer experience has made it a benchmark for urban fashion in Latin America.

The Challenge: Unifying Customer Management and Optimizing Marketing

Despite its success, Tennis faced challenges in managing customer relationships and optimizing its marketing strategies. Customer information was scattered across different tools, hindering personalization and data-driven decision-making. In addition, the company lacked a robust marketing platform that allowed it to segment its customers, design personalized campaigns, and measure their effectiveness.

Tennis needed a solution that would allow it to:

• Centralize customer information: Consolidate all relevant data into a single platform to gain a 360° view of each customer.
• Improve customer relationship management: Offer more efficient and personalized customer service, from resolving queries to managing complaints.
• Personalize marketing communications: Design and execute highly segmented and relevant marketing campaigns for each customer.
• Optimize the customer experience: Provide a unique and personalized shopping experience across all channels, both online and offline.

Salesforce: The Solution for a Superior Customer Experience

To address these challenges, Tennis worked with Freeway Consulting to implement Salesforce Service Cloud and Marketing Cloud.

• Salesforce Service Cloud: This comprehensive customer service platform allows Tennis to centralize all customer interactions, providing a complete view of their history and needs. This enables customer service agents to offer faster, more personalized, and efficient responses, improving customer satisfaction and brand loyalty.
• Salesforce Marketing Cloud: This powerful digital marketing tool helps Tennis design and execute personalized and automated marketing campaigns across multiple channels. Thanks to customer segmentation and data analysis, Tennis can create more relevant and engaging communications, increasing engagement and conversions.
• Einstein AI: Salesforce’s artificial intelligence is the engine that drives personalization and automation across the platform. Einstein can analyze large volumes of data to understand customer behavior, predict their needs, and offer real-time recommendations. This allows companies to make smarter decisions, optimize their processes, and provide an exceptional customer experience at all touchpoints.

With the combination of these powerful solutions, Salesforce enables companies to transform their supply chain and their relationship with customers, improving efficiency, productivity, and satisfaction in every interaction.

The Implementation: A Path to Digital Transformation

The implementation of Salesforce Marketing Cloud and Service Cloud at Tennis is a process that will result in a successful digital transformation. Despite initial challenges, such as resistance to change and the complexity of integration, the Freeway Consulting team is working closely with Tennis to ensure a smooth and effective implementation.

Expected Results: A More Connected and Customer-Centric Brand

With the implementation of Salesforce, Tennis expects to achieve the following results:

• Greater personalization of the customer experience: By having a unified view of the customer, Tennis will be able to offer more personalized and relevant shopping experiences, both online and in physical stores.
• Increased sales: Personalized and segmented marketing campaigns will allow Tennis to reach the right customers with the right offers, driving sales and business growth.
• Improved operational efficiency: Process automation and information centralization will allow Tennis to optimize its operations and free up resources to focus on strategic activities.
• Strengthened customer relationships: By providing more personalized and efficient customer service, Tennis will be able to build stronger relationships with its customers and foster brand loyalty.

Freeway Consulting: Your Strategic Partner for Retail

Freeway Consulting, as a Salesforce Summit Partner, is proud to have accompanied Tennis on this successful digital transformation project. Our commitment to excellence and innovation drives us to offer tailored solutions that help our clients achieve their business goals.

Freeway Consulting’s expertise in the retail industry is unparalleled. We understand the unique challenges and opportunities facing businesses like yours, and we have a proven track record of delivering successful solutions. We can provide you with:

• Expert Consultants: Our team of certified Salesforce experts has deep knowledge of Service Cloud, Marketing Cloud, and best practices for the retail industry.
• Agile Squads: We can assemble agile teams to accelerate your implementation and ensure rapid time-to-value.
• End-to-End Support: We’ll be with you every step of the way, from initial planning and implementation to ongoing optimization and support.