Druni – Digital evolution and operational excellence with a unified Salesforce ecosystem
- CRM & Marketing Automation to Connect
- Retail
Achievements
- +35% efficiency in support case resolution
- +50% internal adoption of new functionalities
- –30% reduction in incident response times
- +40% effectiveness in campaigns from Marketing Cloud
Boosting numbers for every company
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Overview
Druni chose us to drive continuous evolution of their platform and enhance customer experience through an integrated Salesforce ecosystem.
- Ensure frictionless operations and agile, efficient customer service.
- Scale support and marketing capabilities without losing control or quality.
- Leverage automation, analytics, and reliable data for strategic decision-making.
Druni, one of Spain’s leading perfumery and cosmetics chains
faced the challenge of maintaining a robust digital operation aligned with rapid growth. They needed a partner to provide evolutionary maintenance, optimize team efficiency, and unify all business areas under a single customer vision.
Together with their team, we implemented a full Salesforce ecosystem including Data Cloud, Service Cloud, Service Voice, and Marketing Cloud, enabling process automation, centralized information, and improved operational traceability.
This case demonstrates how smart integration of services, data, and automation can transform the customer experience and turn technology into a real driver of efficiency and growth.
Solutions
Evolutionary maintenance and continuous support01
Provided ongoing improvements and rapid incident resolution to ensure stability and scalability of the ecosystem
Intelligent automation02
Activated Einstein for Service to automate responses, enhance agent efficiency, and reduce response times
Data-driven management03
Designed custom dashboards for each user profile to facilitate control and strategic decision-making
Adoption and training04
Guided internal teams to maximize use of new functionalities and ensure smooth transition to more automated processes
Omnichannel marketing strategy05
Developed and executed automated journeys in Marketing Cloud, integrating commercial data through robust ETL processes
Campaign operations management06
Coordinated and maintained campaigns to ensure sustained impact and measurable results
Achievements
- +35% efficiency in support case resolution
- +50% internal adoption of new functionalities
- –30% reduction in incident response times
- +40% effectiveness in campaigns from Marketing Cloud
- Consolidation of a unified, scalable platform
