Schneider Electric, a global specialist in energy management, wants to provide relevant, consistent, and fast experiences for its worldwide customer base. As a result, the company selected SDL’s Customer Experience Cloud to personalize its communications with customers across the globe.
Schneider Electric has operations in more than 100 countries, but with continued growth and numerous business units, the company was experiencing fragmented messaging that was difficult to personalize for each individual customer.
Enter SDL.
SDL’s Customer Experience Cloud allows Schneider Electric to execute on its customer strategy objectives, which include improving customer experience, agility and efficiency to help grow the business.
Shawn Burns, Senior Vice President Web & Digital Marketing, Schneider Electric participated in a compelling Q&A with Loyalty360 to discuss the rationale behind Schneider Electric’s partnership with SDL.
What factors prompted Schneider Electric to enhance its personalized customer experiences with SDL’s Customer Service Cloud?
Schneider Electric is a global specialist in energy management and was founded in 1836. We are a global company operating in more than 100 countries, across multiple business units. Over time, we have learned that innovative approaches to solving business challenges are necessary to keep the company moving forward. This is key as we’re currently focused on growth across two broad spectrums; our significant ramp up in the consumer space and the digitization of our core businesses. Both elements place the web front and center in our customers overall experience and make it a “must-win” element in our go-to market.
So then the challenge: How can a company with such a distributed, diverse product and solution range, operating all over the world, deliver something relevant, consistent and fast to all the customers and geographies we serve? To meet this need, we sought out a web-based solution that would centralize our digital marketing strategy, align our digital customer experience and allow the right level of flexibility to adjust to our local customer needs. SDL provided just that–a SaaS-based customer experience management platform, with all of the tools built into it that we need to personalize our customers’ experience based on their needs and cultural preferences.
What makes this technology a good fit for Schneider Electric?
The SDL Customer Experience Cloud (CXC) gives us the ability to provide contextually relevant content to our customers in a web experience that is easier to explore and always available in their preferred language. This is a big step forward for us to improve our overall digital customer experience, providing fast answers to our customers’ needs while operating in an efficient and agile way across the markets we serve.
The top three components of the CXC for us are: SDL WorldServer, which simplifies and accelerates localization processes for content, allowing us to centrally manage, automate and control high volumes of translation projects across our local markets; SDL Tridion Web Content Management, which gives us control of the entire digital ecosystem from one single platform with SDL SmartTarget personalization and content targeting.
How do you hope it will impact the Customer Experience?
Initially, customers will notice that the information they are looking for is easier to find, accessible from all mobile devices due to our new responsive design and that they are able to communicate with us, online in the language of their choosing. All of these are wins for our customers, responding directly to the feedback they’ve given us and that’s just the beginning.
We are passionate about continuously evolving our web experience around our customers and meeting the ever-changing needs of a fast-growing global organization like Schneider-Electric. We believe SDL is well-placed to help us evolve our website into an entirely personalized experience, responding to the specific needs of each individual customer. When we’re delivering this level of relevance to our customers online, they get faster answers to their needs, their brand loyalty increases, and our entire ecosystem wins.
What does Customer Experience/Customer Engagement mean to Schneider Electric?
Our customers are our No. 1 priority, and we’ve made significant investments in making sure that they never have to question this fact. In addition to adopting SDL, we also created a Digital Customer Experience division to keep the digitization of our customer’s needs top of mind. The combination of cutting edge web technology, constantly innovating new solutions and a relentless focus on delivering a personalized customer experience is the perfect recipe to ensure the growth of our ecosystem and most importantly, our customers’ success.
Dennis van der Veeke, Chief Technology Officer at SDL, told Loyalty360 that what sets the SDL Customer Experience Cloud (CXC) apart is its comprehensive portfolio of customer experience management technology, including: Web content management, analytics, social intelligence, campaign management and translation services.
“With the SDL CXC, we are able to provide our customers with data-driven insights to understand what their customers want, and to create an end to end customer engagement strategy that continuously delivers hyper-relevant content tailored to their cultural needs, the device they are using and their past experience with the brand,” van der Veeke said. “The SDL CXC provides its customers with a single platform for them to personalize map the right technical customer experience strategy and solutions to their goals. We are pleased to help Schneider Electric spark engagement with their customers throughout their journeys and provide them the technology they need to deliver individualized, contextually relevant experiences.”