Moen: Transforming customer experiences with next-gen cloud technology
Explore Moen’s journey with SAP
To build long-term brand loyalty, Moen Incorporated needs its sales, service, and marketing operations to run as efficiently as possible, but paper-based processes were creating a bottleneck. With help from SAP Customer Experience solutions, Moen digitalized and streamlined its operations to deliver smooth customer experiences and increase sales.
>8,000
products for which information is available to service agents and customers using a digital knowledge base.
Higher
sales close rates.
With SAP Customer Experience, we were able to deliver a rapid return on our investment while establishing a powerful technical foundation for ongoing value creation.
Tim Baker
CIO
Moen Incorporated
The Challenge
Inspiring long-term brand loyalty by providing smooth customer journeys
As one of North America’s leading faucet brands, Moen Incorporated (Moen) is dedicated to creating beautiful, innovative, and long-lasting kitchen and bathroom products.
Operating in a highly competitive market, the company needs its sales, service, and marketing activities to run as efficiently as possible. However, a reliance on paper-based processes made it difficult to provide the smooth customer journeys that inspire long-term brand loyalty.
The Solution
Digitalizing and streamlining sales, service, and marketing operations
To address inefficient processes, Moen decided to digitalize and streamline its sales, service, and marketing operations by deploying cloud-based technology for advanced customer experience management. Moen found what it needed with SAP Customer Experience solutions, including the SAP Sales Cloud, SAP Service Cloud, SAP Marketing Cloud, and SAP Commerce Cloud solutions.
Moen uses SAP Sales Cloud to gain rich functionality for automated sales processes, enabling more-efficient sales and service operations. The manufacturer also uses SAP Service Cloud to accelerate and improve inquiry handling through advanced call handling and a self-service digital knowledge base. Meanwhile, Moen runs SAP Marketing Cloud to optimize loyalty campaigns with planning and execution support and SAP Commerce Cloud to empower users to create gated campaign Web pages.
To help sales and service employees adapt to new ways of working, Moen relied on an effective change management program supported by executive-level sponsorship.
Driving digital transformation organization-wide
Hear how Moen’s digital transformation has helped strengthen customer loyalty while avoiding channel conflict.
The Result
Increasing sales and customer lifetime value
Today, Moen is making better decisions, delivering exceptional customer experiences, and strengthening customer loyalty through digitalized and streamlined sales, service, and marketing operations.
With SAP Customer Experiences solutions, Moen is increasing sales by improving customer engagement and sales force efficiency. When a customer needs assistance, Moen’s customer service reps are more responsive, improving first-call resolution rates and reducing waiting times. The company has also gained the agility to quickly launch Web pages to support ongoing marketing campaigns and better monitor sales and marketing operations, supporting strategic decision-making.
“With SAP Customer Experience, we were able to deliver a rapid return on our investment while establishing a powerful technical foundation for ongoing value creation,” says CIO Tim Baker.
SAP helps Moen run better
Key business outcomes and benefits
Featured solutions and services
About Moen
Part of Fortune Brands Home & Security Inc., Moen is the number one consumer faucet brand in North America. Moen offers a vast array of stylish and innovative kitchen and bath faucets, showerheads, accessories, and connected home offerings for residential applications. In addition, Moen Commercial offers superior-performing products that can deliver lower lifetime costs for today’s facilities.