Torani Expands with Salesforce to Drive Growth and Build New Customer Experiences

Leading Maker of Flavored Syrups Is Bringing Its Sales, Service and Marketing on Salesforce to Support Global Growth and Build Deeper Customer Relationships

Salesforce, the global leader in CRM, today announced that Torani—the creator of more than 200 naturally flavored syrups, sauces and beverage bases, distributed in more than 40 countries—is expanding with Salesforce to support global growth and build engaging experiences for its customers.

Founded in 1925, Torani is a San Francisco-based, family-owned business known for putting Italian soda on the map and making the world’s first flavored latte. As the company grew, siloed legacy processes and reliance on spreadsheets limited collaboration across its business. This was particularly challenging for sales—Torani reps are spread out across the United States, working directly with customers such as wholesalers, restaurants and cafés. Torani deployed Salesforce Sales Cloud to increase visibility and collaboration across its business, and give its sales reps tools to boost productivity and build deeper customer relationships.

Now, Torani is preparing for its next phase of growth, which includes expanding to new markets and distribution channels, as well as creating new, engaging experiences for customers and consumers. To accomplish this, the company is expanding its use of Salesforce, adding Pardot, Service Cloud and Marketing Cloud.

Also Read: Salesforce Marketing Cloud and Sitecore Enable Users to Better Understand Customer Interactions Across All Channels

“It’s critical that we have a technology partner that can support our growth ambitions 10+ years from now—that’s why we chose Salesforce,” said Sylvie Mwila-Jonah, head of IT at Torani Syrups. “Already, Salesforce has proven tremendous value in terms of sales productivity and collaboration across our business. We are now expanding across service and marketing to drive new levels of engagement with customers and consumers worldwide.”

Torani is deploying Pardot marketing automation to better align its sales and marketing teams, and create meaningful, personalized engagement with its B2B customers. In addition, Torani is deploying Service Cloud to give its customer service agents a 360-degree view of customers in one unified desktop view. With relevant information at their fingertips, such as order histories and details on every customer interaction across sales, service and marketing, they’ll be able to deliver faster, more personalized customer service.

Shelley Bransten
Shelley Bransten

Through its website, Torani also sells direct-to-consumer and is deploying Marketing Cloud to increase brand awareness and build relationships directly with consumers on social media. Marketing Cloud will enable Torani to respond to social posts, manage its community and provide customer support through its social media channels. With one platform to manage social media conversations, Torani will be able to engage with customers in new and creative ways—for example, sharing recipes and ideas for using Torani products.

“Consumer goods companies are being pressured by both companies that sell their products and end-consumers to move beyond simply selling products to delivering personalized experiences and inspiring trust,” said Shelley Bransten, SVP, Retail and Consumer Goods, Salesforce. “Torani is putting the right strategy in place with Salesforce to build closer connections with both customers and consumers today—and tomorrow.”

Recommended Read: Salesforce Delivers New Innovations for Digital Engagement Across Marketing, Commerce and Service at Salesforce Connections 2018

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