Client Success Story

Industry: Skin Care Company

Business Model: National Public

Location: Toronto, Canada

Tools

HubSpot Marketing Hub, HubSpot CRM, HubSpot Service Hub, HubSpot Sales Hub

Timeline

24 Months

Outcome: Our skincare solutions help people achieve healthier, radiant skin by focusing on gentle, effective ingredients. We prioritize quality and care to support long-term skin wellness.

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Client Overview

A Skincare Company is a customer centric Bath and Body company specialized in natural and non-toxic products. This is due to their product range which has no sulphates, silicones, mineral oils, parabens or artificial colours and is thus in harmony with their concept of using dermatologically tested natural remedies. By 2022, it has reached a brand value of ₹400 Crore to enter into the beauty and skincare segment.

Situation Overview

In a highly saturated beauty and skincare industry, the engagement with the consumers is the foundation of gaining their trust and achieving their loyalty. To the company, obeying the following was of paramount importance in order to achieve its main goal of providing its customers with high satisfaction level: But, their current processes were not able to achieve these objectives efficiently due to various challenges.

Before adopting Wrinom, Skin care company faced difficulties in controlling customer interaction data and in measuring response rates, and in understanding key performance indicators that were most reflective of its sales and reputation. These challenges epitomised the need for an enhanced tool in Customer Experience Management due to increasing operational hindrances.

Key Challenges Faced By Skincare Company

Skincare Company faced several challenges that hindered their ability to deliver exceptional customer experiences:

1. Inadequate Customer Interaction Analytics

Due to the lack of an effective customer interaction analysis system in place, it was challenging to make informed conclusions about the customers’ tendencies and needs.

2. Delayed Response Measurement

There was also the issue of not having the best tools to track and enhance response rates which compromised customer queries’ efficient handling.

3. Unmapped Performance Metrics

Lack of tracking team efficiency and performance also caused the organization to be less efficient and less profitable.

4. Difficulty in Creating Delightful Customer Experiences

Complex processes and often what seemed like outdated systems hampered the efficiency in delivery of satisfactory services to their customers.

Solutions

To overcome these challenges, Skincare Company decided to cooperate with Wrinom, an innovative customer experience management service with the potential to optimize the process of communication. Here’s how Wrinom transformed their operations:

1. Centralized Customer Interaction Management

With Wrinom, Skin care company was able to integrate all customer touch points into the particular system. This made it easier and gave the organisation a round view of the customers.

2. Real-Time Analytics and Insights

The features provided an opportunity to define response rates, customize customer satisfaction, and efficiently track team results with more innovative analysis opportunities.

3. Process Automation

Wrinom also incorporated automation features that cut out the amount of time spent on simple ticketing and query dispatching and facilitated faster responses.

4. Domain-Specific Customization

It was developed to suit the beauty and skincare sectors, to guarantee compatibility with Skin care company’s business processes.

5. Integration with CRM and Marketing Tools

A skin care company was able to integrate with third party applications such as the HubSpot Marketing Hub, HubSpot CRM, HubSpot Service Hub as well as the HubSpot Sales Hub to properly merge the customer data and thus allow for market segmentation.

6. Enhanced Collaboration

Wrinom supported the cooperation between employees of the organization and helped to implement change requests effectively and engage all participants.