PHILIP MORRIS
PROJECTS
Philip Morris Korea B2C & B2B CRM
SOLUTION HIGHLIGHTS
Marketing Cloud, Sales Cloud, Service Cloud, Experience Cloud, Kakao Consult Chatter, i2Notiforce
BACKGROUND AND CHALLENGES
To expand its share of the ever-growing e-cigarette market, the company needed to proactively respond to the needs of its Korean customers and modernize the customer experience across product purchases and services. It also needed a single digital platform to achieve these goals while complying with local privacy and security regulations.
2. Traditional sales and customer service approaches were no longer sufficient to meet the increasingly complex needs of customers. Philip Morris Korea was looking for a solution to address customer needs more quickly and efficiently.
3. The company was struggling to measure the effectiveness and ROI of its marketing efforts, which meant it was difficult to build and execute an effective marketing strategy without deep insights into customer behavior and preferences.
4. Philip Morris Korea was looking for ways to maximize customer experience and build lasting relationships with its customers. An integrated customer experience management system was essential.
RESULTS
Sales Cloud and Service Cloud solutions enabled Philip Morris Korea to systematize the collection of offline customer information, which was limited, and to derive informed insights by linking online and offline purchase information for each customer to maximize the accuracy and efficiency of personalized service delivery.
Marketing Cloud: By enabling personalized marketing and the utilization of various communication channels, we have been able to fine-tune the targeting of our marketing activities, which has been highly successful in increasing customer engagement and improving marketing ROI.
B2B e-Ordering and B2C e-Commerce linkage system tailored to the local environment: By building B2B and B2C digital ordering systems tailored to the characteristics and needs of the local market, we have streamlined the process of ordering and managing products online and significantly improved the customer experience.
Kakao Consult Chatter: By enabling real-time customer consultation with KakaoTalk users directly from within the sales cloud, the company has dramatically improved the speed and accessibility of customer service, which has had a positive impact on customer satisfaction and long-term customer relationship building.
i2Notiforce: By connecting KakaoTalk with the marketing cloud, we have increased the ease of managing message templates and implemented more effective and personalized delivery of marketing messages, which has significantly improved the response rate and efficiency of our marketing campaigns.
Through the adoption and integration of multi-cloud solutions, Philip Morris Korea has achieved significant improvements in all aspects of sales, service, marketing, and customer experience management. In particular, the integrated management of customer information, real-time communication, and execution of personalized marketing strategies have significantly increased customer satisfaction and loyalty.
