{"id":18280,"date":"2025-05-29T17:02:18","date_gmt":"2025-05-29T17:02:18","guid":{"rendered":"https:\/\/emplifistg.wpenginepowered.com\/customers\/how-salomon-gears-up-for-seamless-social-customer-care\/"},"modified":"2026-10-07T01:11:42","modified_gmt":"2026-10-07T01:11:42","slug":"how-salomon-gears-up-for-seamless-social-customer-care","status":"publish","type":"customer_posts","link":"https:\/\/emplifi.io\/de\/customers\/how-salomon-gears-up-for-seamless-social-customer-care\/","title":{"rendered":"Salomon"},"content":{"rendered":"","protected":false},"author":18,"featured_media":14502,"template":"","customer_solutions_tax":[498],"customer_topics_tax":[319,485,335],"customer_industries_tax":[320],"resource_visibility_tax":[],"class_list":["post-18280","customer_posts","type-customer_posts","status-publish","has-post-thumbnail","hentry","customer_solutions_tax-social-customer-care-de","customer_topics_tax-community-management-de","customer_topics_tax-customer-experience-de","customer_topics_tax-social-media-management-de","customer_industries_tax-retail-ecommerce-de"],"acf":{"remove_gtm":false,"customer_card_logo":{"ID":14492,"id":14492,"title":"Salomon-Logo-Black","filename":"Salomon-Logo-Black.png","filesize":99110,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/05\/Salomon-Logo-Black.png","link":"https:\/\/emplifi.io\/de\/customers\/how-salomon-gears-up-for-seamless-social-customer-care\/salomon-logo-black-2\/","alt":"Salomon 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Von Trailrunnern, die dem Sonnenaufgang in den Alpen entgegenlaufen, bis zu Skifahrern, die durch frischen Pulverschnee carven: Die Community von Salomon ist so leidenschaftlich und dynamisch wie die Produkte, die sie nutzt.<\/p>\n<p>Mit der wachsenden globalen Pr\u00e4senz von Salomon und Dutzenden regionalen und sportartspezifischen Social-Media-Kan\u00e4len voller Fragen, Feedback und Begeisterung wurde klar: Die Kommunikation musste einheitlicher und menschlicher werden. Emplifi unterst\u00fctzte diese Vision, und mit der <a href=\"https:\/\/emplifi.io\/product\/social-customer-care\/\">Plattform f\u00fcr Social Customer Service<\/a> von Emplifi als Kern brachte Salomon schnellen, strukturierten und kollaborativen Kundensupport an jeden Touchpoint.<\/p>\n<h2>Die Social-Media-Strategie von Salomon f\u00fcr globale Reichweite st\u00e4rken<\/h2>\n<p>Als Adrien Marchand vor mehr als sechs Jahren die Rolle des Global Social Media Manager bei Salomon \u00fcbernahm, fand er eine riesige, aber fragmentierte digitale Landschaft vor. Die Marke hatte Ambitionen, Reichweite und Leidenschaft, aber kein gemeinsames System, das alles zusammenf\u00fchrte.<\/p>\n<p>Seine erste Aufgabe war klar: eine Plattform finden, die das Reporting vereinheitlicht und Transparenz \u00fcber die vielen Social-Media-Accounts der Marke schafft. Salomon entschied sich f\u00fcr Emplifi, weil das Reporting unvergleichlich einfach ist und die Plattform flexibel auf neue Anforderungen eingeht.<\/p>\n<p>&#8222;Anfangs habe ich eigentlich nur eine Plattform f\u00fcr das Performance-Monitoring gesucht, denn vorher mussten wir alles nativ pr\u00fcfen, und das war extrem zeitaufwendig&#8220;, erkl\u00e4rt Marchand. &#8222;Mein Hauptziel war ein zentraler Ort, an dem wir alle Daten verfolgen und die Performance sehen k\u00f6nnen.&#8220;<\/p>\n<p>Je vertrauter das Team mit Emplifi wurde, desto mehr M\u00f6glichkeiten zum Skalieren entdeckte es. &#8222;Wir haben uns nach und nach auf neue Regionen ausgeweitet&#8220;, so Adrien. Bei Dutzenden regionalen und sportartspezifischen Accounts wie Salomon Running, Salomon Freeski und lokalen Seiten in Frankreich, Mexiko, Korea, Japan und dar\u00fcber hinaus wurde Struktur unverzichtbar.<br \/>\nWas als Tool f\u00fcr Performance-Tracking begann, wurde schnell zum Grundpfeiler daf\u00fcr, wie Salomon weltweit zuh\u00f6rt, antwortet und seine Kommunikation skaliert.<\/p>\n<h2>Aus Community-Spirit wird kundenorientierter Service<\/h2>\n<p>Mit dem wachsenden Publikum von Salomon stiegen auch die Anforderungen an die Kommunikation. Zun\u00e4chst bearbeitete das Team eingehende Nachrichten mit Standard-Antwortvorlagen in Emplifi Community. 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Was fr\u00fcher manuelle Exporte und endloses Zusammenf\u00fcgen von Daten erforderte, l\u00e4uft jetzt vollst\u00e4ndig optimiert.<\/p>\n<p>Salom\u00e9 sp\u00fcrt die Ver\u00e4nderungen im Tempo und in der Einfachheit ihres Arbeitsalltags. DMs zu beantworten ist keine langsame, monotone Aufgabe mehr. Mit Emplifi sieht sie alle Gespr\u00e4che auf einen Blick, nutzt bei Bedarf Vorlagen und arbeitet jede Interaktion z\u00fcgig ab.<\/p>\n<p>Neben den DMs l\u00e4uft auch die Zusammenarbeit mit Influencern viel reibungsloser. 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Ich markiere einfach ein Anliegen, etwa eine Garantieanfrage, und mit nur einem Klick geht es an das richtige Team. So einfach ist das. Was fr\u00fcher mehrere Schritte brauchte, landet jetzt m\u00fchelos bei den Experten.","quote_author":"Salom\u00e9 Mougel","quote_author_description":"Social Media Marketing Assistant bei Salomon"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Das Routing ist jetzt einfach und intuitiv, sodass das Team Anfragen effizienter bearbeiten kann.<\/p>\n<h2>Von DMs bis Dashboards: eine Plattform f\u00fcr alles<\/h2>\n<p>Mit <a href=\"https:\/\/emplifi.io\/product\/social-customer-care\/\">Emplifi Care<\/a> arbeiten die Social-Media- und Kundenservice-Teams von Salomon jetzt schneller, transparenter und besser abgestimmt. Jede Woche erstellt das Kundensupport-Team einen Omnichannel-Report mit E-Mail-, Telefon- und Social-Media-F\u00e4llen. 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Wenn Creator sich melden, kann Salom\u00e9 ihr Profil schnell pr\u00fcfen, passend taggen und an den richtigen internen Ansprechpartner weiterleiten, ohne Screenshots und verstreute Threads.<\/p>\n<p>Was fr\u00fcher fragmentiert wirkte, l\u00e4uft jetzt als abgestimmtes System.<\/p>\n<h2>Eine Basis f\u00fcr globale Konsistenz<\/h2>\n<p>Mit personalisierten Dashboards, Kampagnen-Tags und gemeinsamen Vorlagen hat Salomon eine einheitliche Struktur geschaffen, in der globale und lokale Teams mit der Klarheit arbeiten, die ihr Publikum verdient.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Was mich an Emplifi wirklich \u00fcberzeugt hat: Wir k\u00f6nnen alle unsere Social-Media-Kan\u00e4le an einem Ort b\u00fcndeln. So k\u00f6nnen wir unsere Teams viel leichter vereinen und alle auf eine gemeinsame Strategie einschw\u00f6ren. 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