How Salomon gears up for seamless social care with Emplifi

Salomon is a globally recognized gear brand, born in the heart of the French Alps and shaped by a deep love for performance, precision, and the wild. From trail runners chasing alpine sunrises to skiers carving through fresh powder, Salomon’s community is as passionate and dynamic as the products they use.

As Salomon’s global presence expanded, with dozens of regional and sport-specific social channels buzzing with questions, feedback, and admiration, the need for a more unified, human approach to communication became clear. Emplifi stepped in to support that vision, and with the Emplifi Care solution at its core, Salomon brought fast, structured, and collaborative customer support to life across every touchpoint.

Elevating Salomon’s social media strategy for global reach

When Adrien Marchand stepped into the role of Global Social Media Manager at Salomon more than six years ago, he found himself navigating a vast yet fragmented digital landscape. The brand had ambition, reach, and passion, but no shared system to bring it all together.

His first task was clear: find a platform that could unify reporting and provide visibility across the brand’s many social media accounts. Salomon chose Emplifi for its unmatched simplicity in reporting and its flexibility to meet evolving needs.

“At first, I was really just looking for a platform to help with performance monitoring – because before, we had to check everything natively, which was super time-consuming,” Marchand explains. “My main goal was to have one place where we could track all our data and see how things were performing.”

As the team grew more familiar with Emplifi, they uncovered more opportunities to scale. “We kind of expanded little by little to new territories,” Adrien noted. With dozens of regional and sport-specific accounts including: Salomon Running, Salomon Freeski, and local pages in France, Mexico, Korea, Japan, and beyond. Bringing structure to their operations became essential.
What began as a performance tracking tool quickly evolved into a cornerstone of how Salomon listens, responds, and scales communication across its global footprint.

Turning community spirit into customer-centric service

As Salomon’s audience grew, so did the challenge of elevating communication to meet their increasing demands. At first, the team managed incoming messages using standard response templates via Emplifi Community, a practical solution, but one that couldn’t keep pace with the increasing volume and complexity of inquiries.

To bridge the gap between the social media team and Salomon’s external customer service partners, Emplifi Care was introduced. This solution allowed the team to flag and route specific messages, such as those about warranties or product availability, directly to the right support agents working in Salesforce.

For Salomé Mougel, Salomon’s Social Media Marketing Assistant, Emplifi Care quickly became an integral part of her daily routine.

The routing process is now simple and intuitive, allowing the team to handle inquiries more efficiently.

From DMs to dashboards – one platform to power it all

With Emplifi Care in place, Salomon’s social and customer service teams now operate with greater speed, transparency, and alignment. Each week, the customer support team compiles an omnichannel report that includes email, phone, and social media cases, giving the broader business a clear overview of what customers are asking about and how the team is responding.

Since transitioning from community management to Emplifi Care, Salomon has seen a 45% reduction in response time, and 99.8% of cases can now be handled efficiently. Case handoffs are 70% faster, thanks to seamless routing to the appropriate customer service teams.

While Adrien’s team doesn’t handle product issues directly, they now play a key role in flagging and routing relevant inquiries. Managing performance and support data could have been overwhelming with more than 80 social media channels connected to Emplifi. Instead, the platform’s dashboard brings everything into one place, accessible in just a few clicks.

Adrien now compiles quarterly reports across all accounts in a fraction of the time. What once required manual exports and endless data stitching is now fully streamlined.

For Salomé, the changes are felt in the day-to-day pace and simplicity of her work. Responding to DMs is no longer a slow, repetitive task. With Emplifi, she can view all conversations at once, use templates when needed, and move quickly through each interaction.

In addition to handling DMs, influencer collaboration is now much smoother. When creators reach out, Salomé can quickly assess their profile, tag it appropriately, and route it to the right internal contact – no screenshots, no scattered threads.

What once felt fragmented now runs as a coordinated system.

A foundation for global consistency

Through personalized dashboards, campaign tagging, and shared templates, Salomon created a unified structure that allows global and local teams to operate with the clarity their audience deserves.