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Del Sol - Woolworth empowers customer connections in the Retail industry with Emplifi

In a world where social media platforms are king, businesses have to up their game if they want to stand out. For Del Sol - Woolworth, a leading Mexican retailer, this meant finding a tool that could help them navigate the complex and ever-changing world of social media.

"We chose Emplifi because we saw its potential to streamline our operational processes and enhance our response time by facilitating cross-team collaboration.” — Antonio Pedrazzini, Digital Marketing Manager at Del Sol - Woolworth

The challenge

When Del Sol - Woolworth realized that the volume of social media conversations was becoming overwhelming, they knew they needed a solution. They needed a tool that would allow them to serve their clients in a personalized way, with quick response times, and involve all internal areas of the business in the conversations. 

They had three main challenges:

  1. Managing the volume of comments and conversations with customers in a way that was appropriate and effective. With the rise of social media, the volume of interactions with customers had grown significantly, and it was becoming increasingly difficult to keep up with everything that was being said, especially during peak business seasons.

  2. Involving internal areas of the business in conversations with customers who contacted them through social networks. This required a collaborative approach, with teams from across the organization working together to provide the best possible customer experience.

  3. Centralizing attention, comments, and reports in a single platform. With multiple social media channels to monitor, it was hard to keep track of everything in a centralized way.

That's when they turned to Emplifi.

The solution

With Emplifi's advanced platform, Del Sol - Woolworth was able to streamline their social media strategy, allowing them to easily manage the large volume of conversations that came their way. They were able to provide personalized attention to each client, no matter how busy the season was. Emplifi's platform also allowed them to involve all areas of the business in conversations with clients, creating a collaborative approach that boosted customer satisfaction and loyalty.

"Emplifi and its team are not just a Customer Experience platform to us. They have become an integral part of our organization, always ready to provide assistance, guidance, and support," said Pedrazzini. "They constantly motivate us to explore the various benefits and options offered by their tool. Besides delivering excellent service, they consistently consider our specific needs and align commercial proposals with our company's growth and level of platform utilization. This has fostered a strong business partnership between Del Sol - Woolworth (Grupo Comercial Control) and Emplifi."

In addition to managing social media conversations, Emplifi also provided Del Sol -Woolworth with powerful publishing tools, enabling them to share content more efficiently and reach a wider audience. Emplifi also offered valuable analytics and reporting tools that allowed Del Sol - Woolworth to track their social media performance and make data-driven decisions.

"Working hand in hand with the Woolworth team has made me think outside the box regarding the type of Dashboards that can be made with Emplifi," said Aurora Oliva, ENT Account Executive at Emplifi. "Antonio and his team are always looking for new ways to cross-reference data and new KPIs. They seek to tell innovative stories through insights to be able to respond to the most vital needs and objectives of the retail industry; working with creative minds makes reporting feel more like  great storytelling and not just numbers."

The result

One of the most remarkable aspects of this partnership is the newfound ability to provide personalized attention to customers during every interaction. With Emplifi, Del Sol - Woolworth has established a seamless connection between their physical stores and internal corporate areas involved in customer conversations, including digital marketing and community management teams. This direct line of communication ensures that customers feel heard and valued at every touchpoint, fostering stronger relationships and loyalty.

Moreover, Emplifi has empowered Del Sol - Woolworth's creative team to reach new heights. By tapping into the vast array of creative resources available on the platform, the team has been able to develop innovative ideas that significantly contribute to the brand's promotional plan. The creative potential unlocked by Emplifi has propelled Del Sol - Woolworth's marketing efforts, resulting in captivating campaigns that resonate with their target audience and drive business growth.

Looking ahead, the integration of social listening and AI capabilities promises an even brighter future. By utilizing Emplifi's AI capabilities, the brand will be able to generate more compelling and attractive copy for their audience. This impactful innovation will not only enhance organic executions but also extend its influence to Dark Post executions, maximizing the reach and impact of their marketing efforts.

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