Case Study: Carhartt accelerates customer service and Salesforce-SAP integration with enosix

Carhartt Accelerates Integration Implementation & Powers the Customer-centric Experience with enosix

Carhartt, a family-owned apparel manufacturer, sought to improve its customer experience by gaining a complete, unified view of its omnichannel customers. Their challenge was that customer service and sales representatives had to juggle multiple applications and lacked real-time access to critical data stored in their SAP system, which hindered efficient customer interactions. To address this during their Salesforce implementation, Carhartt selected the SAP Customer 360 solution from enosix for integration.

The enosix solution integrated Salesforce with Carhartt's SAP Apparel and Footwear system, providing representatives with real-time access to customer information and order history directly within Salesforce. This eliminated the need to switch between applications and streamlined customer service processes. The implementation with enosix was completed 90% faster than a custom-built alternative would have been. The results included a 25% faster customer service call resolution time and a 50% increase in first-time call resolution, significantly enhancing efficiency and the customer-centric experience.

Carhartt

Ryan Needham

Operations Performance Manager