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Modern sink and faucet representing a faucet from Moen, an SAP customer

Customer Stories

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

  • Increased sales as a result of improved customer engagement and increased sales force efficiency
  • More responsive customer service with a higher first-call resolution rate and reduced waiting times
  • Agility to quickly launch Web pages to support ongoing marketing campaigns
  • Ability to better monitor sales and marketing operations, supporting strategic decision-making
  • Increased customer lifetime value as a result of a positive sales and service experience and ongoing loyalty campaigns

Featured solutions and services

  • SAP Customer Experience solutions support customer data, marketing, sales, service, and e-commerce processes to optimize the customer experience and grow the bottom line.
  • SAP Sales Cloud helps accelerate the buying process and improve sales with sales performance management software for enterprises and SMEs.
  • SAP Service Cloud supports great customer service experiences and helps speed up issue resolution in the contact center with integrated service processes and dashboards.
  • SAP Commerce Cloud enables exceptional digital shopping and buying experiences and helps turn customers into fans with a modern, agile, and flexible commerce cloud solution.

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.

Industry Region
Consumer products North America

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