Case Study: Salomon Cuts Social Response Times by 45% with Emplifi

How Salomon gears up for seamless social care with Emplifi

Salomon, the global gear brand, needed a smarter way to manage 80+ social accounts and handle growing volumes of customer questions, warranty requests, and product inquiries across regions. To solve this, Salomon turned to Emplifi and its social media customer service platform to bring more structure and visibility to social support.

Using Emplifi Care, Salomon centralized social care, streamlined case routing to customer service teams, and connected social interactions with Salesforce-based support workflows. The results were significant: response times dropped by 45%, case handoff became 70% faster, and 99.8% of cases can now be handled efficiently through the connected system.

Salomon

Adrien Marchand

Global Social Media Manager