Rituals Case

RITUALS

Leveraging synergies to make customers feel good

Creating meaningful memories and helping people find a moment of peace in their busy lives. That is what Rituals stands for. Whether it is about taking a long bath or creating a comfortable atmosphere with exclusive scents and perfumes from Asia at home or in the office. Rituals has over 625 stores, more than 1850 shop-in-shops and four urban spas in 27 countries all over the world. It uses Salesforce to optimally serve its customers with home and body cosmetics.

Challenge

Ritual's goal is to make their customers feel good, and an excellent customer service department is a crucuial tool in doing so. Although Rituals was already working with Salesforce, they did not yet have an expert inhouse in 2017. Therefore, the fast growing specialist in home and body cosmetics started looking for a partner who could help to optimise the use of Salesforce and all its facets. Rituals found this partner in VANEIGENS.

Approach

Rituals and VANEIGENS began their journey together by designing Rituals’ customer service tool. Together, we sat down to discuss what the MVP would look like and how it offered value to Rituals’ growth plan. After a successful first project, both parties then decided to continue collaborating in a long-term partnership. Apart from implementing technology, VANEIGENS and Rituals now closely work together to continuously create innovation and contributions to future plans.

Result

Over the past five years Rituals and VANEIGENS have collaborated on numerous projects to optimize both the customer experience, as the employee experience. By using Salesforce at a platform instead of separate products, we’re able to expand the ways in which we can add value. This means that apart from service, sales and marketing, other departments such as retail and supply chain also benefit from innovative ideas.

rituals_.jpeg

The people at VANEIGENS don’t think in problems, but in solutions.

Margot Looman

-

Manager Social Commerce & PO Social Media

Next steps

After a succesful first project, VANEIGENS and Rituals remained partners. Still after five years of extensive collaboration, we strive to help the departments within the organisation to continuously improve. Margot Looman ’’Present-day, Rituals and VANEIGENS are perfectly aligned. VANEIGENS’ consultants feel like colleagues, working together towards one goal. I definitely expect to work with VANEIGENS on many more projects in the future.’’

Want to know more about this case?

Get in touch with Just!

DOWNLOAD ONZE
WHITEPAPER

ONTDEK IN 4 STAPPEN
HOE JIJ CUSTOMER
SERVICES NAAR EEN
HOGER NIVEAU TILT

DOWNLOAD ONZE
WHITEPAPER

ONTDEK IN 4 STAPPEN
HOE JE CUSTOMER
SERVICE NAAR EEN
HOGER NIVEAU TILT

DOWLOAD ONZE
WHITEPAPER

ONTDEK IN 4 STAPPEN
HOE JE CUSTOMER
SERVICES NAAR EEN
HOGER NIVEAU TILT