Chalhoub Group continues its digital transformation journey amid the COVID crisis

Chalhoub Group has leveraged its strategic relationship with Salesforce to enhance customer e-commerce experiences in its digital transformation amid the COVID-19 coronavirus.

In 2020, Chalhoub Group has already launched digital commerce experiences for 6 brands with Salesforce — Yves Saint Lauren beauty, Make Up For Ever, Faces, Swarovski, Tory Burch, Tanagra with more great launches in the pipeline.

Thierry Nicault, EVP for EBU – MEACE, Salesforce

Working with the channel partners Changi Consulting and Emakina, Chalhoub Group continued its digital transformation by adopting the Salesforce Commerce Cloud, Marketing Cloud, and Service Cloud to drive e-commerce, and personalize customer journeys across chat, email, social media, and WhatsApp.

“As the Middle East’s e-commerce market reaches record highs, digital transformation is a necessity for retailers to rapidly adapt to the COVID-19 era,” said Kristof Lukovich, Head of Digital for the Beauty Vertical, Chalhoub Group. “At Chalhoub Group, our digital transformation with Salesforce is enabling us to listen to our customers and help them to maintain beauty and health at home. Chalhoub Group aims to be helpful and empathetic – and delighting customers through memorable experiences.”

Chalhoub Group is also leveraging AI from Salesforce’s with Einstein, built-in intelligent solutions to personalize customer journeys, offer product recommendations, and implement Einstein Bots to ease the load on customer service agents by automating routine requests, which enables agents to handle more complex issues. Chalhoub Group is leveraging MuleSoft to unlock and unify data throughout the customer journey, creating connected customer experiences in e-commerce, services, and retail stores with an API-led approach. With MuleSoft’s Anypoint Platform, Chalhoub Group is able to accelerate speed of delivery and time-to-market, while reducing complexity and maintenance, and dependencies on legacy integration tools.

“Recent events have accelerated the shift to e-commerce within the Middle East’s fast-paced retail sector,” said Thierry Nicault, Regional Vice-President, Middle East, Africa and Central Europe, Salesforce. “The Salesforce Customer 360 platform has enabled Chalhoub Group to respond quickly to the changing environment with a robust digital customer strategy that enables the group to respond to their customers across any timezone, location or device and deliver outstanding customer experiences.”