Social Clienteling Nurturing VIP Connections In-store and Beyond

Brian Spaly, Trunk Club Michael Andrews, Michael Andrews Bespoke

Maureen McCarthy, Salesforce.com, Senior Manager

Brian Spaly CEO of Trunk Club @trunkclubceo

All About Trunk Club Trunk Club was started to solve a simple problem – shopping for clothes in stores or online just doesn’t work for most guys. We combine top brands, expert service, and unparalleled convenience to deliver a highly personalized experience that helps guys look their best and saves them time.

•  Drive business growth with higher productivity and ability to manage more leads and customers.

•  Standardize sales methods and practices to accelerate on-boarding process and increase collaboration.

•  Track and understand stylist sales processes and customer preferences to decrease return rate and increase customer satisfaction.

Responding to customer service inquiries makes it easy for employees respond right away.

Maintains a record of everything having to do with customers—sales activities, orders, customer communications, and social conversations.

Apps give stylists insight into member interests, preferences, and fit, so they can pack the best trunk.

Helps stylists collaborate, share ideas and links, and spread information on how pieces fit and wear over time.

“Salesforce keeps track of everything for us. If it’s not in Salesforce, it did not happen”

- Brian Spaly, CEO

Being Social is Woven Into Everything We Do

Over 70 empowered users and growing.

The Trunk Club Demonstration Overview

Wardrobe History “Pursuit” Performance

Member Engagement

“Pack” the Trunk

Michael Andrews CEO and Founder of Michael Andrews Bespoke @MABespoke

All About Michael Andrews Bespoke

We are not your father’s custom tailor. Michael Andrews Bespoke is New York’s premier custom clothier. We specialize in slim-fit suits, shirts, tuxedos, sports coats, trousers, and overcoats; each cut to our clients’ precise measurements and finished to our exacting standards.

  Averaged 60% annual growth since opening

  More than 3,500 clients

  Named “Best of” New York since 2008

•  Entries for more than 65 unique measurements

•  Enter all measurements and notes taken real time

•  Upload corresponding images to notes

•  Pre-translated orders for workshop

Inputting Measurements into Salesforce

Measurements for a custom shirt

We Run Our Entire Business On the Salesforce Platform

Social Media

Order History

E-Commerce/ QuickBooks

Future Development

Online Scheduling

Client Portal Production

Notes

Shipping / Tracking

Client Information

Current System

Alterations

Believe it or not, we used to type orders in Word documents…

…and tracked order status in an Excel file with thousands of rows

Now, all client information on their individual pages on Force.com

Business Benefits

•  Scalable platform to support growth

•  85% reduction in order errors

•  15% improvement in delivery time

•  Dramatically improved client service

•  15% increase in revenue from better client tracking and follow-up

•  35% reduction in accounts receivables

Michael Andrews

Founder/CEO Michael Andrews Bespoke,

@MABespoke

Brian Spaly

CEO Trunk Club,

@trunkclubceo

360° view of a socially connected retailer!

•  Social Media Monitoring •  Social Shopping •  Mobile CRM •  Social Clienteling •  Real-time Analytics •  Connected Employees •  Cross-Channel Customer Service

In the Cloud Expo!

Cloud . Mobile . Social

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