Dr. Vranjes Firenze

Dr. Vranjes Firenze, an international luxury brand in the artistic perfumery sector since 1983, chose Amplize to lead a strategic digital transformation project. The goal was to identify a technological platform capable of supporting business expansion and optimising global customer service performance.

The company’s vision focused on transforming into a data-driven enterprise, powered by a centralized technological platform that streamlines data management and enables seamless end-to-end automation. The challenge was to design an integrated, scalable architecture that not only delivers a cohesive omnichannel customer experience but also empowers the brand’s international expansion with real-time, actionable insights.

Amplize’s analysis and implementation strategy led to the development of an integrated enterprise architecture based on Salesforce Service Cloud, unifying core business systems. At its core, the architecture integrates Salesforce CRM, eCommerce, ERP Retail, email marketing platform, and BI, creating a robust and scalable digital ecosystem. This interconnected framework ensures e data synchronisation across multiple touchpoints and enables advanced analytics to optimise sales and enhance marketing effectiveness.

The implementation transformed customer service operations with Salesforce Service Cloud, introducing new solutions for more efficient and personalised client management. The adoption of Person Accounts for B2C allowed the creation of unified and comprehensive customer profiles, while workflow automation via Web-to-Case ensured better support request management. The advanced task management system enabled precise tracking of claims and resolution through standardised procedures, while business intelligence tools provided actionable insights to continuously refine service performance.

The project was completed in a few months thanks to Amplize’s coordination of all stakeholders and its strong, trust-based collaboration with the client and third-party providers. This approach ensured the project’s success, overcoming technical and organisational challenges, while showcasing Amplize’s expertise in managing complex enterprise transformations.

Beyond addressing current business needs, the implemented architecture establishes a scalable foundation for future growth. The platform can support ongoing business evolution, enabling the integration of new features and sales channels, the expansion of process automation, and the eventual adoption of AI-driven solutions for an even more personalised and predictive customer experience.