Woolworths Plus Club
PlusClub is the social club for Woolworths Group Limited team members offering exclusive discounts to their members. PlusClub offers free membership to all Woolworths Group Limited team members plus more positive opportunities on top of the savings they’ve enjoyed for years.
The Challenge
PlusClub’s legacy systems consisted of a mixture of spreadsheets with manual processes that was inherently inefficient and duplicated processes for the service team. PlusClub required systems that were integrated to support efficiency of the sales and service teams at multiple sites. A new website was created on the Magento ecommerce platform. To insure data integrated and improved efficiencies, the Magento platform needed to be integrated with their CRM and a customised system was required to meet the changing needs of customers.
The Solution
We setup the Salesforce Service Cloud, Lightning Console, Email to Case, Web to Case, Case Escalation as the core components of the solution. Using this as a foundation we developed bespoke solutions to handle PlusClubs requirements around their loyalty and referral reward schemes, Magento eCommerce integration, internal HR Systems (SAP) and an external product review provider called FEEFO.
We implemented a large data migration exercise so that data from a variety of legacy systems could be reported on alongside new data in combined reports and dashboards generated using the Salesforce capabilities.
The Benefits
PlusClub support staff are able to view their members and see key information (including loyalty rewards earned) and their members can interact via web, email, phone and SMS.
This improvement in service delivery has made PlusClub a more compelling option to employees, and as such made it easier for them to realise their growth strategy. The members have a much stronger and longer lasting emotional connection to PlusClub which is reflected in both their feedback and the growth of the organisation.
