In the initial assessment, Tinext helped Dispensa Emilia to analyse the existing processes and define the strategy to be followed. The architecture and requirements of the new digital infrastructure were also defined.
To achieve the objectives set and provide customers with a seamless and customized experience, Tinext integrated Salesforce Solutions with the client's existing systems: the App and the management and till system.
Service Cloud was assigned the role of the master database, enabling a 360-degree view of all the customers’ interactions with the company: having a single source of truth allows the customer care team to be armed with the right information and use them via the Service Console to provide a great experience.
Marketing Cloud was also configured and customized to deliver personalized campaigns across multiple channels. The app Dispensa remained the primary channel for lead generation and customer profiling: with data-driven insights into customer interests and behaviours, Dispensa Emilia can now personalize its push notification, engaging with customers more intuitively.