Fellowes Brands – Scaling personalized global engagements

Company Size

1,001 - 5,000 emp emp

Industry

Manufacturing

Headquarters

Itasca, IL

Fellowes Brands partnered with Sercante to migrate from Eloqua to Marketing Cloud Growth Edition and establish a unified data architecture with Data 360 for a scalable, compliant environment that delivers dynamic, high-engagement content to global customers.

The
Challenge

Unifying fragmented data for a global audience

Fellowes Brands, a global leader and trusted partner that provides product solutions to fulfill WorkLife needs, specializing in air quality, architectural solutions, contract interiors, and office productivity solutions, sought to modernize its marketing automation by migrating from Eloqua.

The company sought a way to use customer data to provide a personalized experience for its customers. Their primary goal was to unify fragmented data to create a seamless source of truth within Salesforce, allowing them to replace generic communications with highly personalized, automated journeys based on specific customer actions and regional legal requirements.

The Partnership

Client feedback

The
Solution

Leveraging Marketing Cloud Growth and automation for tailored engagements

The Fellowes Brands team partnered with Sercante on an approach for the solution that would connect their customer data for a single source of truth, streamline campaign operations, and scale personalized engagements based on the customer journey.

The duo implemented Marketing Cloud Growth and a unified data architecture with Data 360 to resolve customer identities and enable sophisticated segmentation and cross-object personalization.
Developed standardized Salesforce Flows to automate complex lead management, consent creation, and multi-channel subscription preferences.
Leveraged Repeater functionality in Marketing Cloud to deliver tailored communications that automatically display product-specific filter options and images based on a customer’s unique purchase history.

An Agentforce Service Agent implementation for supporting FAQs with personalized order status responses

Getting started with out-of-the-box functionality, Scosche collaborated with Sercante to implement an Agentforce Service Agent to handle support for FAQs.

Pulling from Scosche’s vast library of product documentation and website content to respond to common queries, it streamlined the customer experience by providing immediate answers—24/7—without the need for entering an email or live agent routing.

Once live, the team continued to monitor the solution, make tweaks, and decided to take the AI-powered chat experience to the next level with a more personalized engagement.

As many customers were coming to the site asking about their order status, Scosche and Sercante configured the agent to pull the customer’s order information directly into the chat experience.
Giving customers the ability to get personalized answers about their order status in real-time.

The Result

Scaled, compliant, and connected: Delivering the right content at the exact right time

Fellowes Brands successfully transitioned to a scalable, compliant environment that delivers dynamic, high-engagement content to global customers. While their customers enjoy a more seamless experience with more relevant communication delivered to them at the right time.