PwC China receives Salesforce GB+ Implementation Partner of the Year (Asia)

PwC Mainland China and Hong Kong is awarded Salesforce GB+ Implementation Partner of the Year (Asia ). The award recognises our consulting services’ successful implementation of a comprehensive and digitalised district-wide Customer Relationship Management (CRM) solution powered by Salesforce in the West Kowloon Cultural District Authority (WKCDA) project.

The West Kowloon Cultural District of Hong Kong is one of the largest cultural projects in the world, blending art, education and open space in one place. Its vision is to create a world class cultural quarter for Hong Kong where the local arts scene can interact, develop and collaborate. Providing 23 hectares of public open space with two kilometers of vibrant harbour-front promenade, it will also include a variety of arts and cultural facilities that will produce and host world-class exhibitions, performances and arts and cultural events. The CRM solution will have to be comprehensive, scalable, customised and adaptable to any changes to the business objectives, which is essential for the client to be truly customer-centric and to identify customer needs and generate business opportunities.

PwC Mainland China and Hong Kong’s Consulting Services has partnered with Salesforce, the world's leading cloud computing CRM software service provider to craft the CRM total solution. As the business nature of WKCDA is new and unique in Hong Kong, the solution has to be scalable, extendable, while also powerful and stable enough to support the volume and timely response on different type of interactions and transactions. Meanwhile the application needs to provide agility and flexibility to adopt any new or changes of business objectives. The demand to capture and analyse the huge volume of customer data to make a personalised cultural experience is also something critical but challenging to consider.

With the well planned strategy and the successful implementation of a Salesforce.com CRM & Fundraising solution and simultaneously business processes design, WKCDA has achieved the district-wide business goals:

• Streamlined the marketing processes to facilitate the delivery of personalised promotion materials supported by a centralised 360 degree customer profile view
• Automated and personalised end-to-end customer lifecycle to optimise the overall marketing and fundraising effectiveness
• Integrated multiple systems to provide a customer centric system to fulfill different BUs’ business needs and functional modules to greatly increase the efficiency of work

Horatio Wong, CRM and Salesforce Consulting Leader of PwC Mainland China and Hong Kong says: “We are pleased to receive the award for WKCDA project. This, again, strongly demonstrates PwC's advisory expertise and capability from strategy to execution in the field .”

The award winning project has set an example for the technology-enabled cultural, leisure and tourism industries. With an increasing focus on customer experience and a clear need to maintain a complete view of the customer to retain their loyalty, how to achieve high quality service alongside deeper engagement has become the top priority for enterprises in these sectors. The demand for an all-rounded and flexible digitalised CRM solution is one of the core assets for a successful enterprise.

PwC Mainland China and Hong Kong is committed to providing comprehensive consulting solutions that will exceed the expectations of our clients and we will continue to solve important problems and build trust in society.