Our work — Stokke

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, Stokke noticed that although they had well-structured processes in their sales and customer service functions, their technology was outdated.

In any CRM project, it is important to focus on user adoption and training. If users recognize the processes, know how to enter information into the system, and find the system intuitive to use — the solution is good. Had Stokke just seen it as a technical IT project, it would have not been a success.

A large part of the Stokke organization is mobile workers constantly on the move. With Salesforce Sales Cloud CRM, their sales team can do everything on their iPads: place orders when visiting the stores, make visit reports, and follow up with their customers. Moreover, with Salesforce Communities they have automated most of the order management process for many of their 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 one can utilize in many different ways.

Instead of a static Intranet, where information is published from one source, with Fluido, Stokke developed a social Intranet on the Salesforce Platform, where all their employees could engage, discuss, create groups, and follow new topics.

For training their sales staff globally, they found a suitable e-learning solution from Salesforce AppExchange.  have also used the solution externally for their retailers’ product training. The implementation of this e-learning solution was so fast and simple that they could do it on their own from start to finish.

Stokke Rolf Waage

"Fluido continues being the agile, fast, and flexible partner that we are used to."

Rolf Waage - ICT Director

 

Information as an asset

Stokke has rolled out e-commerce globally in the last couple of years. When they start to interact directly with consumers, the amount of data and customer insight increases substantially. Consumers expect them to listen to them on Twitter, Facebook, web form, or email. With Salesforce, they can streamline this process and manage omnichannel communications and support in a structured way.

Stokke thinks 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 their 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 they are used to.

Next reference

Reference — IHM Business School

IHM: Toward a Unified View of the Customer

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