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A Shared Vision for Success: How TOMS Engages Customers While Doing Good



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TOMS was built on a movement, a sense of community and caring for people in need. Join us in this session for a discussion about the power of incorporating giving in business. The TOMS digital technology team will share how, through a shared vision for improving lives, they work with Salesforce to drive innovation in philanthropy and manage customers across channels.

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A Shared Vision for Success: How TOMS Engages Customers While Doing Good

  1. 1. A Shared Vision for Success: How TOMS Engages Customers While Doing Good Moderated by: Maria Humphrey Director, Industry Solutions, Retail
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Retail @ Featured Retail Sessions 17 Leading Retailers across 23 Sessions TOMMOROW Target: Best Practices for Enterprise Integration 10:30am - 11:10am George Zimmer Unveils His Next Big Innovation 12:30pm - 1:10pm Build Customer Loyalty with Red Robin 3:30pm - 4:10pm Macy’s Creates a Digital Customer Experience 3:30pm - 4:10pm TODAY TOMS Engages Customers While Doing Good 8:30am - 9:10am Key Innovation Trends with Ocado 9:30am - 10:10am Highly Scalable Apps with Macy’s 3:30pm - 4:10pm Shopper Engagement with Suit Supply 3:30pm - 4:10pm
  4. 4. Salesforce for Retail TOMS’ Pop-up Experience All Week! Customer Success Showcase Wednesday, 9/16/15 6:30 pm Store Innovation Tour & Reception featuring Design Within Reach & Retail End to End Demo Westfield Mall Bespoke Area, 4th floor Sponsored by
  5. 5. Agenda • Introductions • TOMS’ Corporate Mission • Business Challenges • Salesforce Solution • Tomorrow Project in Action • Fireside Chat
  6. 6. Hilda L Fontana Global Vice President Digital Technologies Hilda has been with TOMS 3.5 years as Global Vice President of Digital Technologies owning the development and strategy for the global e-commerce platform and websites. Prior to TOMS, Hilda was Head of Special Projects at the Oprah Winfrey Network, including the redevelopment of and launch of community tools for the entire OWN network of sites. She has an eclectic history bringing technical solutions for companies that include VP Technology Lehman Brothers, NATO, Reuters UK and the Gallup Organization.
  7. 7. Randy Yasenchak Senior Manager Email & Loyalty Randy has been in the digital and email marketing space for 9 years and joined TOMS 4 year ago. As Senior Manager of Email & Loyalty, Randy is responsible for TOMS email program as well as launching and managing TOMS loyalty program, Passport Rewards, and TOMS’ referral program. His mission is creating an excellent customer experience and increasing brand engagement while driving traffic and revenue to through relevant emails promoting the TOMS mission and product.
  8. 8. TOMS’ Mission
  9. 9. TOMS Journey 2006-2007 2008-2009 2015+2012-20142010-2011 Owning the Customer Experience Dramatic Increase in Contacts CRM need Shoes for Children in Need Eyewear Provides Sight Coffee Provides Clean Water Journey Continues Bags Provide Safer Birth
  10. 10. Business Challenges • No single view of Customer History, Service Issues • Information maintained in numerous/disparate Support systems • Manual processes to acquire new customers • Difficulty keeping customers engaged with the brand across various channels
  11. 11. 160 Agents leveraging Service Cloud With Live Agent & Knowledge base (future) Visibility into Marketing Cloud Escalations supported globally by 2 locations: in the US and EMEA ensuring customers are serviced at any location Customer Service agents in the US and EMEA have same view of customer and provide global customer support Improved Agent Productivity Efficient EscalationHandling Global Customer Support Salesforce for Service Improved Responsiveness to Customers
  12. 12. • 360 Customer View: full CRM profile, past purchase history, case history • Maximize customer service • Manage new customer outreach – universities & events • Sharing TOMS’ mission through engagement with customer base • Streamlined customer journey with TOMS’ mission tying various technologies together Salesforce Solution A Robust Customer Engagement Model • Provide innovative technology to support One for One Model • TOMS’ Tomorrow Project supported by Platform
  13. 13. TOMS’ Passport Rewards Personalized Engagement with loyalty program Drive Additional Opportunities with brand Surprise & Delight Customers Personalized Customer Journey Welcome Series (3 Step) eCommerce (Cart Abandonment) Post Purchase Follow-up Win Back Campaign (future) Salesforce for Marketing Personalized Engagement with loyal customers
  14. 14. We all share the same Today, but in each of our minds is a very different Tomorrow. In these Tomorrows, our dreams, our aspirations and our imaginations run wild. TOMS created The Tomorrows Project, a platform for TOMS employees to make their Tomorrow become reality. Salesforce for Platform Employee Engagement Aligned with TOMS’ mission • Built entirely on the App Cloud ( • Fast time to market • Ease of development • Ease of maintenance • Integrates to TOMS LDAP for user authentication
  16. 16. Salesforce for Retail TOMS’ Pop-up Experience All Week! Westfield Mall Bespoke Area NEW Visual Reality Experience Step 1: Visit Step 2: “JOIN NOW” to join or “LOG IN” to access your account Step 3: Dreamforce Promo Code Redemption” under Shopping And Interacting module Step 4: Enter promo code dreamforce15 in the text box and hit “Submit”
  17. 17. 1 After each session, open the Dreamforce App to ‘My Agenda’ 2 Tap the bell to see your surveys to be completed 3 Get entered to win a GoPro for each survey you complete Dreamforce ‘15 Mobile App Share Your Feedback, and Win a GoPro!
  18. 18. thank y u