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 800 stores, more than 2700 shop-in-shops and four urban spas in 33 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.
The people at VANEIGENS don’t think in problems, but in solutions.
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.’’