A global beauty group with 25 consumer brands
Case handling time cut 64% for consumer-care advisers across 25 brands.
A beauty group runs consumer care for 25 brands across SMS, chat and email. On Service Cloud and Data 360 its advisers work from one view of each consumer, with replies drafted and intent validated for them, while an agent handles order updates and shopper verification around the clock before handing the complex cases to a person.
At a glance
- Client
- A global beauty group with 25 consumer brands
- Engagement
- Service consolidation, drafting and a front-line agent
- Sector
- Consumer Goods
- Based in
- France
The stack
01
The situation
What they were working against.
Each brand and each channel held its own version of the consumer. An adviser answering an email could not see the chat from yesterday or the order behind it, and every reply was written from scratch.
02
What was built
The build, in the order it happened.
One service view across brands and channels
Service Cloud consolidating SMS, chat and email into a single view of each consumer, with service and purchase history and live order status on one dashboard.
The consumer resolved in Data 360
Identity and history harmonised across brands so the view is the same person everywhere, not the same name in 25 places.
Drafting and intent validation for advisers
Replies drafted and the consumer’s intent checked before an adviser touches the case, which is where the 64% comes from.
An agent on the front line
Order updates and shopper verification handled 24/7 by the agent, with a hand-off to consumer-care advisers for anything complex.
03
The results
Advisers spend their time on the cases that need a person.
Case handling time fell by 64% across 25 brands, and the routine volume of order status and verification moved to the agent around the clock, with advisers taking the hand-offs.
- Reduction in case handling time
- 64%
- Brands served from one service view
- 25
- Order updates and shopper verification handled by the agent
- 24/7
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
Resolve the consumer before you draft the reply
Drafting is only useful if the draft is about the right person and the right order. For a multi-brand group that is a Data 360 identity-resolution project first, with the brand hierarchy modelled explicitly.
Data 360 Services 02Order status is the ideal first consumer-facing agent
It is read-mostly, verifiable and high volume. We ground it on the order system of record, scope the actions, and define the hand-off before it is live.
Agentforce & AI 03Measure handling time per brand, monthly
A 64% average hides brands where drafting helps less. A managed retainer keeps the knowledge and the prompts tuned per brand rather than per launch.
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