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Schneider Electric Adopts SDL to Deliver Personalized Customer Service

September 15, 2014

Businesses that have operations around the globe have the unenviable task of trying to deliver customer service that has to relate to the many cultures which they do business with. While great customer service should in theory be the same everywhere, there are nuances which must be observed in order not to offend anyone. Schneider Electric, a global specialist in energy management with operations across more than 100 countries, has announced it will be using SDL’s Customer Experience Cloud in order to personalize its communications with many of its customers in all of these countries.

Schneider Electric, who has more than 150,000 employees worldwide, provides integrated solutions across multiple market segments which includes utilities, machine manufacturers, non-residential buildings, data centers and networks, and the residential sector.

The SDL Customer Experience Cloud is designed to allow customers to execute on their customer strategy objectives. Leveraging the SDL platform will enable Schneider Electric to improve the customer experience, and provide it the agility and business process efficiency it needs to grow its business in the regions in which it operates. The company will now be able to simplify and accelerate the process of any content for localization so it can centrally manage, automate and control large volumes of translation projects.

The SDL Tridion Web Content Management (WCM) will give Schneider control over its entire digital ecosystem from a single location using the SDL SmartTarget personalization and content targeting technology.

The CXC solution unifies brands globally by presenting a consistent brand and customer experience in any market with an integrated solution for translation and global communication. It manages brand performance with a platform that analyzes customer data to understand the well-being of the brand and product perception so campaigns strategies can be deployed to increase customer loyalty and revenue.

SDL Customer Experience Cloud (CXC) is an integrated technology platform used by 72 of the top 100 global brands to provide superior customer experiences across all channels, devices and languages.

“No matter where or how customers interact with a company, it is critical that each experience is relevant for that individual customer and the context of their interactions,” said Dennis van der Veeke, CTO at SDL.

SDL has over 1,500 enterprise customers, over 400 partners and a global infrastructure of 70 offices in 38 countries.

Edited by Peter Bernstein