KPMG supports companies in Germany in transforming their marketing, sales, commerce and customer service using Salesforce. The aim is to deliver a consistent, personalised customer experience across all relevant touchpoints.
For many companies, the significant hurdles lie not in a lack of ambition, but in limited data transparency, fragmented processes and restricted control.
KPMG tackles precisely these challenges: with Salesforce as the central platform for customer-facing processes, Informatica for the integration and harmonisation of distributed data, and Tableau for analytics, reporting and visualisation, we lay the foundations for well-informed decisions and effective customer interactions.
KPMG supports organisations from the definition of strategic objectives, through process and operating model design, to the successful implementation of modern Salesforce technologies. In doing so, KPMG combines specialist consultancy, proven best-practice models, pre-configured accelerators and AI-supported transformation methods from Powered Enterprise and KPMG Velocity into an integrated end-to-end transformation approach. This enables processes to be designed more efficiently, implementation to be accelerated and a sustainable, data-driven customer experience to be created.
KPMG uses Salesforce to cover all key areas of the customer experience: from marketing and sales through to customer service and the data infrastructure. In each area, we combine specialist advice with modern technology to create effective, customer-focused processes.
KPMG supports organisations in establishing modern, data-driven marketing strategies throughout the entire customer journey. Together, we design cross-channel marketing processes, develop personalised journeys and create the organisational and technological foundations for consistent, real-time customer interactions.
KPMG brings together in-depth expertise in marketing processes, technology implementation and organisational embedding to effectively implement Salesforce solutions such as Marketing Cloud Next within organisations. In this way, we support our clients in targeting specific audiences, managing campaigns efficiently and developing marketing processes for the long term. AI-powered features such as Einstein and Agentforce help to personalise content, automate interactions and derive next steps based on data.
Your benefits:
Transparent sales processes, well-founded forecasts and a centralised view of customers, leads and opportunities form the basis for successful and scalable sales management. Working alongside businesses, KPMG designs efficient sales journeys, improves existing sales processes and creates the conditions for data-driven decision-making throughout the entire customer journey.
Using Salesforce Sales Cloud, KPMG combines specialist sales expertise, best practices and modern Salesforce technologies to manage sales activities in a more targeted manner and to develop customer engagement in a sustainable way. Intelligent automation and AI-powered features such as Einstein and Agentforce make it possible to identify potential at an early stage, prioritise sales activities in a targeted manner and efficiently determine the next steps.
Nowadays, a modern service experience requires far more than simply handling customer enquiries. Fast response times, cross-channel interactions and transparent processes are increasingly becoming key factors in customer satisfaction and long-term customer loyalty. Working alongside businesses, KPMG develops future-proof service organisations, improves existing service processes and lays the foundations for consistent and scalable customer engagement.
Salesforce Service Cloud enables centralised management of service enquiries across various channels – from self-service portals and chat to personalised support. Through intelligent automation and AI-powered features such as Einstein and Agentforce, enquiries can be prioritised efficiently, information provided more quickly and appropriate recommendations derived in real time. This reduces the workload on staff, shortens processing times and optimises service processes in the long term.
Your benefits:
A reliable and consistent data foundation forms the basis for data-driven decisions, personalised customer interactions and efficient business processes. Working alongside businesses, KPMG creates the conditions needed to harmonise data from different systems, make it transparently available and ensure it can be utilised sustainably throughout the entire customer journey.
Using Informatica and Salesforce Data Cloud, data sources can be centrally interconnected, data quality and governance structures strengthened, and an integrated 360-degree view of customers created. In addition, Einstein, Agentforce and Tableau Next enable the intelligent linking of data, real-time analytics and interactive dashboards for the transparent management of key business metrics. This results in sound decision-making, personalised customer experiences and scalable, data-driven processes across relevant areas.
Your benefits:
Director, Consulting, Technology Transformation
KPMG AG Wirtschaftsprüfungsgesellschaft
KPMG and Salesforce support companies in Germany with the end-to-end transformation of marketing, sales, service and customer data – from strategic direction and the design of the operating model through to the implementation of the Salesforce platform. The alliance combines specialist consultancy with pre-configured accelerators and AI-powered transformation methods from Powered Enterprise and KPMG Velocity to form an integrated approach that helps companies move more quickly from concept to implementation and delivers measurable customer benefits.
This offering is aimed at companies that wish to use data to further develop their customer experience, scale customer-facing processes or enhance their Salesforce environment with AI capabilities.
