Empowering employees to elevate customer service  

Sally Beauty wanted to provide their distributor sales consultants with a holistic view of their customers, and the tools to serve them better. We reduced the sales consultants’ dependency on the customer support team for information, created a centralized collaboration hub, and increased active customers. 

  • Industry: Retail
  • Location

    Denton, Texas, United States

  • Scale:

    Over 5,000 stores, 27,000 employees and 500+ users worldwide

  • Salesforce Products:

    Service Cloud, Marketing Cloud

  • Integrations:

    Smartsheets, Tableau

At a Glance

Salley Beauty’s distributor sales consultants are multi-faceted, selling a portfolio of brands to a wide array of customers from booth renters and salon owners to massage therapists and students. We boosted productivity and reduced overhead for Sally Beauty by giving distributor sales consultants the tools to efficiently and effectively perform their daily tasks.

Significant Reduction in Case Volumes with Chat Bot

3%

Increase in Active Customers Per Month
Boosted Productivity

Thus far, it has been a great partnership.

Kristina Garcia, Sally Beauty

Launching Einstein Chat Bots in seven days

When Sally Beauty let go the majority of their customer service team, they didn’t know what to expect or have deflection mechanisms in place. As a result, their case volumes exploded, with customers going days without a response.

We delivered an efficient way for customers to help themselves through Service Cloud’s Einstein Bots in just seven days. Sally Beauty immediately saw a significant reduction in case volumes.

80% of shoppers will abandon a retailer after three bad experiences.

Connected Shoppers Report, Fourth Edition, Salesforce Research
On the Macbook Air the Sally Beauty website is pulled up in all it's red and white branded glory. A Chatbot is open on the page asking the user if they need assistance
Chatbot currently live on the Sally Beauty website

Valuable insights for Sally Beauty into marketing campaigns

With Marketing Cloud, distributor sales consultants can now view campaigns related to their customers. This allows them to fully understand what ads, promotions, and personalized promotions their customers are receiving.

While 66% of customers expect companies to understand their unique needs and expectations, only 32% of retail executives say they have the full ability to turn data into personalized prices, offers, and products.

Connected Shoppers Report, Fourth Edition, Salesforce Research
A brown person takes notes while another woman of colour who is blurred in the background and has her face cropped our points to a tablet showing metrics at Sally Beauty

Capture, nurture, and convert leads

Directors and field leaders were collaborating with distributor sales consultants on new leads, target lists, monthly quotas and performance goals. Most commonly, this was happening through Smartsheets and Tableau reports.

We provided Sally Beauty with a way to assign leads to distributor sales consultants, manage new prospective leads, and track manually-generated leads from offline sources. We also created a bot to capture leads.

Sally Beauty also wanted distributor sales consultants to have the ability to view information for leads and customer data. We leveraged Salesforce to create dashboards to give them this crucial capability.

50% of teams leverage data to produce timely, accurate forecasts.

Salesforce.com
A white woman gets her makeup done by another white woman at Sally Beauty who is wearing black nail polish and touching up her eyes with a brush.

We can handle it all

We have the agility to help retailers like Sally Beauty make a quick change to their business process at critical times. We also have the expertise and clarity to maintain trust in more extensive Marketing Cloud implementations that nurture customers and maintain loyalty.

Learn more about our expertise in Retail