Our work — Stokke
A Flexible System for a Flexible Company
Stokke provides worldwide distribution of premium children´s furniture and equipment within the highchair, stroller, baby carrier, home textiles and nursery market segments. The Stokke Collection is distributed under the Stokke® trademark through selected specialist stores represented in over fifty countries.
Focus on user adoption
In 2011, we noticed that we had well-structured processes in our sales and customer service functions, but the technology was outdated.
In any CRM project it is important to put focus on user adoption and training. If users recognise the processes, know how to enter information to the system and find it intuitive to use – we have a good solution. Had we seen it just as a technical IT project, it would not have been a success.
A large part of the Stokke organization is mobile workers constantly on the move. With Salesforce, our sales team can do everything on their iPads: place orders when visiting the stores, make the visit reports, and follow-up with our customers. Moreover, with Salesforce Communities we have automated most of the order management process for many of our customers.
A platform for many applications
There’s a big misconception that Salesforce is only a CRM system, while it’s actually an application platform that you can utilize in many different ways.
Instead of a static Intranet where information is published from one source, with Fluido we developed a social Intranet on the Salesforce Platform where all our employees can engage, discuss, create groups, and follow new information.
For training our sales staff globally we found a suitable E-learning solution from Salesforce AppExchange. We have also used the solution externally for product training to our retailers . The implementation of this e-learning solution was so fast and simple that we could do it by ourselves.
"Fluido continues being the agile, fast, and flexible partner that we are used to."
Information as an asset
Stokke has rolled out e-commerce globally in the last couple of years. When we start to interact directly with consumers, the amount of data and customer insight increases substantially. Consumers expect us to listen to them on Twitter, Facebook, web form or email. With Salesforce we can streamline this process and manage omnichannel communications and support in a structured way.
We think that companies in all industries need to use information as an asset. The better you are at collecting and utilizing information, the more market success you will gain.
Continuing partnership with Fluido
For Stokke, the next step is connecting our data with Salesforce Marketing Cloud to create a unified customer experience and personalized customer journeys. In this project, Fluido continues being the agile, fast, and flexible partner that we are used to.