Chalhoub Group personalizes customer journeys with Salesforce Customer 360 platform
Leading luxury retailer Chalhoub Group announced today a digital transformation agreement with Salesforce, the global leader in Customer Relationship Management (CRM), to enhance customer e-commerce experiences amid the Covid-19 coronavirus.
The Gulf Cooperation Council (GCC) and Egypt’s beauty and personal care e-commerce market is valued at US$ 1bn, according to Bain & Company.
In anticipation of its growth, and to meet customers’ shift to e-commerce amid the pandemic, Chalhoub Group has accelerated its digital transformation to meet customer needs and to deliver on e-commerce expectations.
Working with the channel partners Chalhoub Group continued its digital transformation by adopting the Salesforce Commerce Cloud, Marketing Cloud, and Service Cloud to drive e-commerce, and personalize customer journeys across chat, email, social media, and WhatsApp.
“As the Middle East’s e-commerce market reaches record highs, digital transformation is a necessity for retailers to rapidly adapt to the Covid-19 era,” remarked Kristof Lukovich, Head of Digital, Beauty Vertical, Chalhoub Group.
Chalhoub Group is also leveraging AI from Salesforce’s with Einstein, built-in intelligent solutions to personalize customer journeys, offer product recommendations, and implement Einstein Bots to ease the load on customer service agents by automating routine requests, which enables agents to handle more complex issues.
“Recent events have accelerated the shift to e-commerce within the Middle East’s fast-paced retail sector,” commented Thierry Nicault, Regional Vice-President, Middle East, Africa and Central Europe, Salesforce.
The Chalhoub Group has more than 125 companies, partners, and affiliates, and 600 retail stores across 14 countries.
