L’Oreal hires Salesforce in global digital push

22/11/2019

Cosmetic firm L’Oreal is using Salesforce to make it easier for consumers to discover, share and buy beauty products online.

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Under the deal, Salesforce powers L’Oréal brands including Kiehl’s, Lancôme and Yves Saint Laurent Beauté,spanning more than 150 ecommerce sites in 63 global markets and customer service centers in more than 10 countries.

As a result of its ongoing digital transformation, L’Oréal increased its ecommerce revenue by 48.5% in the first half of 2019, which represents more than 13% of the Group’s total sales.

“L’Oréal has been focused on digital transformation for the better part of a decade, and our effort isentirel y focused on creating added value for our consumers,” said Michael Kingston, CIO, L’Oréal Americas. “Year after year, we have continued to grow our partnership with Salesforce because theplatform allows us to move fast, innovate constantly and reach consumers across different points of engagement. Whether it’s in-store or online, it’s all about using technology to create a consistent shopping journey and deliver personalized beauty experiences at scale.”

With Salesforce, L’Oréal is able to stitch together individual moments into one cohesive, end-to-end shopping journey that is unique to each and every customer. Rich data augmented by artificial intelligence (AI) enables L’Oréal to engage consumers with predictive and relevant product messaging, recommendations and offers across ecommerce, marketing, social media and more. Intelligent customer service tools such as AI-powered bots allow L’Oréal to quickly and accurately assist customers on the channels of their choice, including phone, mobile messaging, live chat and more—all powered by Salesforce.

“Digital transformation starts and ends with the customer, and they want smarter, faster, always-on experiences,” said Alex Dayon, president and chief strategy officer, Salesforce. “With Salesforce, L’Oréal is able to deliver a frictionless shopping journey way before and long after the transaction, driving increased engagement, loyalty and growth.”

L’Oréal’s partnership with Salesforce includes Commerce Cloud, Community Cloud, Einstein Analytics, Marketing Cloud, Sales Cloud, Service Cloud and Success Cloud.

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