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Desde corredores de trail que persiguen amaneceres alpinos hasta esquiadores que surcan nieve virgen, la comunidad de Salomon es tan apasionada y din\u00e1mica como los productos que usa.<\/p>\n<p>A medida que la presencia global de Salomon se expandi\u00f3, con docenas de canales sociales regionales y espec\u00edficos por deporte repletos de preguntas, comentarios y admiraci\u00f3n, se hizo evidente la necesidad de un enfoque m\u00e1s unificado y humano para la comunicaci\u00f3n. Emplifi entr\u00f3 a apoyar esa visi\u00f3n, y con la plataforma de atenci\u00f3n al cliente en redes sociales de Emplifi como n\u00facleo, Salomon logr\u00f3 un soporte r\u00e1pido, estructurado y colaborativo en cada punto de contacto.<\/p>\n<h2>Elevando la estrategia de social media de Salomon para su alcance global<\/h2>\n<p>Cuando Adrien Marchand asumi\u00f3 el rol de Global Social Media Manager en Salomon hace m\u00e1s de seis a\u00f1os, se encontr\u00f3 navegando un paisaje digital vasto pero fragmentado. La marca ten\u00eda ambici\u00f3n, alcance y pasi\u00f3n, pero ning\u00fan sistema compartido para unirlo todo.<\/p>\n<p>Su primera tarea fue clara: encontrar una plataforma que pudiera unificar el reporting y dar visibilidad a trav\u00e9s de las numerosas cuentas de redes sociales de la marca. Salomon eligi\u00f3 Emplifi por su simplicidad incomparable en el reporting y su flexibilidad para adaptarse a necesidades cambiantes.<\/p>\n<p>\u00abAl principio, s\u00f3lo buscaba una plataforma para el monitoreo de rendimiento, porque antes ten\u00edamos que revisar todo de forma nativa, lo que era muy lento\u00bb, explica Marchand. \u00abMi objetivo principal era tener un solo lugar donde pudi\u00e9ramos rastrear todos nuestros datos y ver c\u00f3mo funcionaban las cosas.\u00bb<\/p>\n<p>A medida que el equipo se fue familiarizando con Emplifi, descubrieron m\u00e1s oportunidades para escalar. \u00abFuimos expandi\u00e9ndonos poco a poco a nuevos territorios\u00bb, se\u00f1al\u00f3 Adrien. Con docenas de cuentas regionales y espec\u00edficas por deporte, incluyendo Salomon Running, Salomon Freeski y p\u00e1ginas locales en Francia, M\u00e9xico, Corea, Jap\u00f3n y m\u00e1s, por lo que estructurar sus operaciones se volvi\u00f3 esencial.<\/p>\n<p>Lo que comenz\u00f3 como una herramienta de seguimiento de rendimiento evolucion\u00f3 r\u00e1pidamente hasta convertirse en un pilar fundamental de c\u00f3mo Salomon escucha, responde y escala la comunicaci\u00f3n a nivel global.<\/p>\n<h2>Transformando el esp\u00edritu comunitario en un servicio centrado en el cliente<\/h2>\n<p>A medida que la audiencia de Salomon crec\u00eda, tambi\u00e9n lo hac\u00eda el desaf\u00edo de elevar la comunicaci\u00f3n para satisfacer sus crecientes demandas. Al principio, el equipo gestionaba los mensajes entrantes usando plantillas de respuesta est\u00e1ndar a trav\u00e9s de Emplifi Community, una soluci\u00f3n pr\u00e1ctica, pero que no pod\u00eda seguir el ritmo del volumen y la complejidad creciente de las consultas.<\/p>\n<p>Para cerrar la brecha entre el equipo de redes sociales y los socios externos de atenci\u00f3n al cliente de Salomon, se introdujo el software de atenci\u00f3n al cliente en redes sociales de Emplifi. Esta soluci\u00f3n permiti\u00f3 al equipo marcar y enrutar mensajes espec\u00edficos, como garant\u00edas o disponibilidad de productos, directamente a los agentes de soporte correctos que trabajan en Salesforce.<\/p>\n<p>Para Salom\u00e9 Mougel, Asistente de Marketing en Redes Sociales de Salomon, las herramientas de social customer care de Emplifi se convirtieron r\u00e1pidamente en parte integral de su rutina diaria.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Con Emplifi, la transici\u00f3n de Community a Care es perfecta. Puedo simplemente marcar un problema, como una solicitud de garant\u00eda, y con un solo clic se enruta al equipo correcto. Es as\u00ed de f\u00e1cil. Lo que antes requer\u00eda m\u00faltiples pasos ahora fluye sin esfuerzo a manos de los expertos.","quote_author":"Salom\u00e9 Mougel","quote_author_description":"Asistente de Marketing en Redes Sociales, Salomon"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>De DMs a dashboards; una plataforma para gestionarlo todo<\/h2>\n<p>Con Emplifi Care implementado, los equipos de redes sociales y atenci\u00f3n al cliente de Salomon ahora operan con mayor velocidad, transparencia y alineaci\u00f3n. Cada semana, el equipo de soporte elabora un reporte omnicanal que incluye casos de email, tel\u00e9fono y redes sociales, dando a toda la organizaci\u00f3n una visi\u00f3n clara de lo que los clientes preguntan y c\u00f3mo el equipo responde.<\/p>\n<p>Desde la transici\u00f3n de community management a Emplifi Care, Salomon ha logrado una reducci\u00f3n del <strong>45% en el tiempo de respuesta<\/strong>, y el <strong>99.8% de los casos ahora se gestionan eficientemente<\/strong>. La transferencia de casos es un <strong>70% m\u00e1s r\u00e1pida<\/strong> gracias al enrutamiento directo a los equipos de atenci\u00f3n al cliente correspondientes.<\/p>\n<p>Si bien el equipo de Adrien no maneja directamente los problemas de producto, ahora juega un papel clave en marcar y enrutar las consultas relevantes. Gestionar datos de rendimiento y soporte podr\u00eda haber sido abrumador con m\u00e1s de 80 canales de redes sociales conectados a Emplifi. En cambio, el dashboard de la plataforma lo centraliza todo, accesible en pocos clics.<\/p>\n<p>Adrien ahora compila reportes trimestrales de todas las cuentas en una fracci\u00f3n del tiempo. Lo que antes requer\u00eda exportaciones manuales e interminables empalmes de datos ahora est\u00e1 completamente optimizado.<\/p>\n<p>Para Salom\u00e9, los cambios se sienten en el ritmo y la simplicidad del d\u00eda a d\u00eda. Responder a los DMs ya no es una tarea lenta y repetitiva. Con Emplifi, puede ver todas las conversaciones a la vez, usar plantillas cuando es necesario y avanzar r\u00e1pidamente por cada interacci\u00f3n.<\/p>\n<p>Adem\u00e1s de gestionar los DMs, la colaboraci\u00f3n con influencers ahora es mucho m\u00e1s fluida. Cuando los creadores se comunican, Salom\u00e9 puede evaluar r\u00e1pidamente su perfil, etiquetarlo de forma adecuada y enrutarlo al contacto interno correcto, sin capturas de pantalla ni conversaciones dispersas.<\/p>\n<p>Lo que antes se sent\u00eda fragmentado, ahora funciona como un sistema coordinado.<\/p>\n<h2>Una base para la consistencia global<\/h2>\n<p>A trav\u00e9s de dashboards personalizados, etiquetado de campa\u00f1as y plantillas compartidas, Salomon cre\u00f3 una estructura unificada que permite a los equipos globales y locales operar con la claridad que su audiencia merece.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Lo que realmente me convenci\u00f3 de Emplifi fue poder conectar todos nuestros canales sociales en un solo lugar. Ha hecho mucho m\u00e1s f\u00e1cil unificar a nuestros equipos y alinear a todos con nuestra estrategia. Tener una herramienta poderosa para el reporting y la colaboraci\u00f3n significa que no solo gestionamos redes sociales, ayudamos y asesoramos a diferentes equipos en toda la organizaci\u00f3n. Se ha convertido en el centro de toda nuestra estrategia social.","quote_author":"Adrien Marchand","quote_author_description":"Global Social Media Manager, Salomon"}],"customer_sidebar_group":{"show_section":true,"sidebar_contents":[{"icon":{"ID":13932,"id":13932,"title":"Case Study Icon Challenge","filename":"Case-Study-Icon-Challenge.png","filesize":819,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/Case-Study-Icon-Challenge.png","link":"https:\/\/emplifi.io\/es\/clientes\/how-tui-used-ai-to-lower-cost-per-engagement-by-81-percent\/case-study-icon-challenge-2\/","alt":"","author":"46","description":"","caption":"","name":"case-study-icon-challenge-2","status":"inherit","uploaded_to":18309,"date":"2025-04-18 17:23:10","modified":"2025-10-17 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