Driving global expansion: How Salesforce empowered Quooker's growth journey
As Quooker continues to expand its reach worldwide, the need for seamless operations and enhanced customer experiences became crucial. Partnering with Gen25, Quooker turned to Salesforce to address these challenges, streamline their processes, and fuel innovation. This case study dives into how the strategic implementation of Salesforce not only optimized their global operations but also positioned Quooker for continued success in an ever-evolving market.
At Gen25, we take pride in helping businesses like Quooker tackle the challenges of growth and innovation. Known for revolutionising kitchens with their boiling-water taps, Quooker’s ambitions go far beyond their products. As they expanded into new markets, they faced the critical task of scaling their operations while maintaining the exceptional quality and customer service that define their brand.
The challenge: a platform for growth
Quooker’s rapid global expansion presented an exciting challenge. Entering 13 countries meant creating consistent and scalable processes across their sales, service, and marketing departments. However, their existing systems created fragmented data and processes, making it difficult to deliver a unified customer experience.
Quooker needed a solution that could do more than manage data. They wanted a platform that could:
- Unify customer data to streamline operations.
- Support both B2B and B2C sales across diverse markets.
- Enhance customer service with smarter tools and self-service options.
- Enable targeted marketing campaigns to strengthen their brand globally.
Our solution: building a scalable Salesforce ecosystem
We began by transforming Quooker’s operations with Salesforce, creating a foundation to support their ambitions. Each step of the journey was tailored to align with their current needs while preparing for future growth.
- Optimising customer service
With Salesforce Service Cloud, we introduced intelligent service tools like Einstein Case Classification, enabling faster and more accurate case resolution. To reduce support workload, we implemented Self-Service Rescheduling (feature in Field Service), allowing customers to reschedule service appointments independently. This change is expected to significantly decrease the number of cases that are created for agents to reschedule certain appointments. - Rolling out scalable sales processes
Expanding Quooker’s sales capabilities was key to supporting their B2B and B2C strategies. We began by piloting tailored sales processes in four countries, with plans to extend these to 13 countries in total. These processes are closely aligned with Quooker’s marketing and service operations, ensuring a seamless customer journey while allowing flexibility for local markets. - Strengthening marketing across borders
Salesforce Marketing Cloud gave Quooker the tools to enhance their marketing strategies in 13 countries. From targeted campaigns to deeper customer engagement, this platform supports their efforts to build loyalty and strengthen their global presence.
Looking ahead: scaling innovation
The work with Quooker is far from finished, but the results so far are promising. With Salesforce as their foundation, Quooker is well-equipped to:
- Expand into new markets faster and more efficiently.
- Deliver smarter, more personalised service with reduced response times.
- Empower customers with intuitive self-service tools.
- Align sales, service, and marketing processes across all their markets.
In the coming phases, we’re focusing on:
- Completing the rollout of B2B and B2C sales processes to all 13 countries.
- Introducing new tools to measure customer satisfaction, such as NPS surveys.
- Further maturing their marketing and service capabilities, creating an even more intelligent and scalable ecosystem.
- Integrating with their new data integration platform that eventually connects the Salesforce platform to their new ERP and WMS, moving away from point-to-point integrations, resulting in a more robust application architecture.
The foundation for the future
What makes this partnership truly exciting is seeing how Quooker is not just overcoming challenges but thriving in the face of them. With the Salesforce ecosystem we’ve built together, they are transforming how they operate and preparing for a future of sustainable growth and innovation.
At Gen25, we’re proud to support Quooker on their journey. Their ambition and focus motivate us to deliver practical solutions that show how technology and strategy can work together effectively. This collaboration highlights the impact of innovation and careful planning, driving growth and success across multiple markets.
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