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Dreamforce presentation showing our implementation of social with CRM to improve Customer Care business processes.
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Nigel BlackwellNigel Blackwell
IT Manager
@nigelblackwell
mobro.co/nigelblackwell
IT Manager
@nigelblackwell
mobro.co/nigelblackwell
Ryan SmithRyan Smith
Digital Marketing Manager
@ryahmic
mobro.co/ryahmic
Digital Marketing Manager
@ryahmic
mobro.co/ryahmic
Royal Canin at a glance
Knowledge & respectKnowledge & respect
Nutritional philosophyNutritional philosophy
Health benefitsHealth benefits
Quality & food safetyQuality & food safety
Sustainable developmentSustainable development
• Innovation based on observation & science• Tailor-made Health Nutrition
• Precision & delivery of nutrients
• Precisely adapted nutritional solutions
• ISO 9001 & ISO 22000• Supplier audits & validation• Raw material validation
• People• Planet• Performance
A brief history of Royal Canin Canada
Our Canadian business
2,500 breeders80,000 puppy/kitten kits25,000 pet owner contacts11 dedicated associates
2,700 clinics56 dedicated associates
2,300 specialty stores45% KA’s, 55% independents48 dedicated associates
How we integrate social with Salesforce
Since spring 2013, we have been utilizing Radian6 to Salesforce
integration for 2 use cases: Social Customer Care
• Listen to our brand Facebook page – Royal Canin Canada
• Create cases for customer enquiries
• Engage & resolve cases
Marketing Campaign Management• Listen to all social media channels for campaign mentions
• Create cases for on topic conversations
• Engage & drive reach of campaign messaging
How it happens (social post)
How it happens (Radian6 listening)
How it happens (Salesforce case creation)
How it happens (internal collaboration)
How it happens (reply to last post)
How it happens (Facebook response)
How it happens (Salesforce measurement)
The power of social
What’s next
We’re just getting going, but have gained some solid learnings from
our pilot projects: What we can recommend:
• Start small to ensure success & service
• Have a bold vision of creating your social enterprise
What we’re working on:• Expanding roll-out to more business units
• Increasing data quality & meaningfulness of social contacts
• Service ratings by case
All about Royal Canin Canada
Royal Canin is a global manufacturer of premium Health Nutrition
products for cats & dogs. The business has been operational in
Canada since 1999. Social Customer Service has enabled us to:
Reduce response time for customer social enquires
Increase service levels
Improve efficiency of Customer Care business process for social
cases
Extend brand reach through high-quality, one-to-one social
engagement