Swiss Chalet’s Salesforce Advantage: Multilingual Support for Customer Delight

Client

Swiss Chalet is a popular Canadian chain of restaurants that specializes in charcoal spit-roasted chicken. The company was facing challenges in efficiently collecting and storing customer order information and sending personalized email communications. Additionally, they required multilingual support and a single page to support multiple brands. To address these issues, Swiss Chalet  engaged Softsquare through a Toronto-based partner to implement several Salesforce Marketing Cloud solutions and tools.

Business Objectives

The main objective of this project was to improve the efficiency of the customer order process and increase customer engagement through personalized email communications. The company aimed to streamline its marketing campaigns and improve overall customer experience by providing multilingual support and a single page to support multiple brands.

Solutions

To achieve the desired results, Softsquare helped Swiss Chalet implement several Salesforce Marketing Cloud solutions and tools. They collected and stored customer order information as a single record in a Marketing cloud data extension and used the JSON parameter to send personalized email communications using GTL (Guidance Template Language). To create a more engaging email experience, the team developed an SSJS script in the cloud landing page with SSJS API functions to parse images into blobs and push them as image content blocks in Content Builder. Additionally, to support multiple brands with specific data requirements, the team developed a single page with multilingual support (English and French).

Result

 After implementing Salesforce Marketing Cloud solutions and tools, Swiss Chalet saw significant improvements in its customer order processing and email engagement rates. Collecting and storing customer order information as a single record in the data extension led to a 30% increase in order accuracy, while the personalized email communications using GTL led to a 25% increase in email engagement rates. The multilingual support and single page to support multiple brands also helped to improve the overall customer experience. Updating customer data and preferences in multiple data extensions allowed the company to streamline its marketing campaigns and increase the efficiency of its processes. Overall, the implementation of Salesforce Marketing Cloud solutions and tools was a success and Softsquare helped Swiss Chalet achieve its business objectives.

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