Salesforce to Power Personalized Customer Engagement for Arcos Dorados

By MTS Staff Writer On Apr 16, 2018

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Salesforce, the global leader in CRM, announced that Arcos Dorados — McDonald’s master franchisee in 20 countries in Latin America and the Caribbean — has selected Salesforce to create more personalized engagement with customers of its more than 2,100 restaurants, 2,700 dessert centers and 300 McCafés.

Arcos Dorados will use Salesforce Marketing Cloud to create relevant, personalized customer journeys across multiple channels. In addition, the Salesforce Platform will be used to consolidate customer information from across all channels and provide a 360-degree view of each customer.

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Marketing Cloud will allow Arcos Dorados to deliver relevant and timely communications and offers, including coupons, to boost sales and increase brand loyalty. The deployment is expected to be completed in 2018, with support from Salesforce partner Deloitte Brazil.

Dan Gertsacov

“At Arcos Dorados we are focused on providing a great customer experience in-store and in our mobile app,” said Dan Gertsacov, Chief Marketing & Digital Officer, Arcos Dorados. “Salesforce will help us increase engagement with millions of our guests, have a complete view of the customer journey and an efficient communications solution to create personalized marketing messages and know our guests like never before.”

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Enrique Ortegón

“Organizations across Latin America are eager to improve customer experiences,” said Enrique Ortegón, Salesforce General Manager for Latin America. “Marketing automation is key to driving personalized experiences and engaging audiences at scale. We are proud to support Arcos Dorados with the goal of deepening its relationships with each customer.”

“We believe that every company is challenged with combining innovation, technology, data and software into compelling user experiences that support their business strategy,” said Alexandre Arello, partner of Deloitte Brazil and Salesforce practice leader for Brazil. “Our job is to help Arcos Dorados think through its strategy and come up with an integrated solution, powered by Salesforce, that will guide them through the entire digital transformation.”