Cosmetics Manufacturer Customer Story

Industry

Consumer Goods

Products

S-Docs Document Generation

Use Cases

Communication to customers in response to submitted cases

Background

This multinational manufacturer company creates and markets skincare, makeup, fragrance, and hair products. Its diverse portfolio of 30+ brands are sold in over 150 countries worldwide through digital and retail channels.

The Challenge

This multinational cosmetics manufacturer creates world-renowned beauty products, but it prides itself on much more than its portfolio of internationally-recognized brands. This company is committed to its customers. It aims to deliver outstanding personalized service and create strong emotional bonds with consumers.

With over 30 brands being used by customers in 150 countries worldwide, personalization poses a challenge - especially as consumers embrace shopping and service online. Scaling customer communication while maintaining a personalized touch required an intelligent solution.

The Solution

This cosmetics manufacturer leveraged Salesforce Service Cloud and S-Docs 100% native document generation to scale and maintain the exceptional customer service experience that continues to set them apart. 

Customer service representatives are able to track inquiries in Salesforce and generate letters and emails to communicate with customers in just a few clicks. Each document is automatically tailored to the recipient so that consumers around the globe receive personalized correspondence in their own language, customized by product and the nature of their inquiry.

The cosmetics manufacturer is able to continue delivering the exceptional experiences their customers love, and employees are able to work faster, smarter, and more efficiently.