Amadori Unifies Customer Experience with HubSpot

Amadori, a leading Italian food company with a billion-euro revenue, sought to consolidate its digital presence and enhance customer engagement. The company aimed to integrate its website, lead generation, service management, and loyalty programs into a unified platform. This initiative was driven by the need to strengthen Amadori's brand image, improve communication with consumers, and leverage customer data to optimize marketing efforts.

To achieve these goals, Amadori chose HubSpot for its comprehensive and integrated features. The transition involved consolidating various tools, including lead generation, email marketing, social media marketing, and CRM, into a single hub. The new website was designed to serve as a central point for all customer interactions, providing a seamless omnichannel experience. DMA, a HubSpot Diamond Partner, played a crucial role in the development, focusing on user-friendly navigation, sustainability initiatives, and creating engaging content such as the "Ama il benessere" blog and recipe collections.

Amadori also focused on building stronger relationships with its B2B customers, such as butcher shops and delicatessens, by implementing a loyalty system integrated with HubSpot through LoyaltyOne. This system allowed agents to enroll customers, who would then receive digital onboarding and earn points for their orders. The integration with JD Edwards ensured daily updates of order information, enabling automated loyalty point generation and communication.

The migration of service management to HubSpot was a critical part of the transformation. The process involved analyzing existing processes, identifying issues, and customizing the platform to meet the specific needs of different departments. This resulted in a more efficient and user-friendly system, with tailored views and improved communication templates. The new system also enhanced lead management by creating specific privacy consents for website-generated leads.

Value Results:

• Centralized Platform: Consolidated website, lead generation, service management, and loyalty programs into HubSpot.

• Improved Customer Engagement: Enhanced interaction with consumers through the new website and integrated loyalty platform, with over 200 subscribers.

• Streamlined Service Management: Managed over 2,000 tickets since August 2023 with optimized workflows and targeted responses.

• Enhanced Data Management: Profiled over 25,000 contacts on HubSpot, enabling better analysis of customer data and more effective marketing strategies.

• Increased Operational Efficiency: Transitioned to a unified solution, leading to cost savings and improved collaboration between teams.