Schneider Electric provides personalised customer experiences

Schneider Electric has selected SDL’s Customer Experience Cloud to personalise its communications with customers across the globe.

Schneider Electric is committed to providing a single, unified organisation across its operations in more than 100 countries. However, with continued growth and numerous business units, the company was experiencing fragmented messaging that was difficult to personalise for each individual customer. To overcome this customer experience challenge, Schneider Electric turned to SDL to provide a unique and meaningful web solution to its target audiences, drive contextual customer engagement and enable self-service and troubleshooting to enhance the overall customer experience.

“Our customers are our number one priority at Schneider Electric, and to ensure they remain top of mind, we created a Digital Customer Experience division,” said Chris Leong, EVP, Digital Customer Experience at Schneider Electric. “We are passionate about continuously evolving our web experience to our customers and are pleased to work with SDL on a global, cross-channel content management strategy to help transform our website into a simplified, targeted, relevant and engaging experience.”

SDL’s Customer Experience Cloud allows Schneider Electric to execute on its customer strategy objectives, which include improving customer experience, agility and efficiency to help grow the business. A component of SDL’s Customer Experience Cloud, Schneider Electric utilised SDL WorldServer, which simplifies and accelerates localisation processes for any content, enabling organisations to centrally manage, automate and control high volumes of translation projects. Schneider also implemented SDL Tridion Web Content Management (WCM), allowing control of the entire digital ecosystem from one place with SDL SmartTarget personalisation and content targeting.

"At SDL, we understand what is needed for a personalised, multi-channel customer strategy and we are committed to helping our customers provide those seamless experiences by aligning the right technical strategy and solutions to overall organisational goals," said Dennis van der Veeke, CTO at SDL. "No matter where or how customers interact with a company, it is critical that each experience is relevant for that individual customer and the context of their interactions. We are pleased to help Schneider Electric engage with its customers throughout their journeys, allowing them to take customer relationships to the next level by delivering individualised, contextually relevant experiences.”