Rituals.
Leveraging synergies
to make customers
feel good.
How to optimise the end-2-end experiences of customers and employees
Creating meaningful memories and helping people find peace in their busy lives.
That is what Rituals stand for. Whether it is about taking a long bath or creating a comfortable atmosphere with exclusive scents and perfumes at home or in the office. Nowadays, Rituals has over 900 stores in 33 countries all over the world.
The situation
Rituals’ goal is to make their customers feel good, and an excellent customer service department is a crucial tool in doing so. Although Rituals was already working with Salesforce, they did not yet have an in-house expert in 2017. Therefore, the fast-growing specialist in the home- and body cosmetics started looking for a partner who could help to optimise the use of Salesforce and all its facets. This was the time we partnered up.
Our assignment was straightforward; how can we optimise the use of the existing Salesforce products in the organisation and how can be continuously work together to create innovative solutions that contribute to Rituals’ ambitious growth plans.
Approach
Nowadays, our colleagues visit the Rituals headquarters in Amsterdam on a weekly basis for face-to-face work sessions to fuel the engine for growth
Global Impact
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.
Some of our most noticeable contributions include a fast roll-out of Appointment Scheduler (700 stores), Conversational Commerce implementation to increase e-commerce revenue and a custom internal communication platform used for store support and employee engagement
Nowadays, our colleagues visit the Rituals headquarters in Amsterdam on a weekly basis for face-to-face work sessions to fuel the engine for growth
