Based on our study of our clients’ systems, we felt that implementation of the Salesforce Marketing Cloud would be the best option to solve the problem. Direct and efficient online customer service options would reduce call-volume, which would reduce customer wait-time and thereby improve the customer experience. In addition, with the Marketing Cloud Social Studio, our clients could directly get insights into customer needs from their end-users’ social media interactions in platforms such as Facebook and Twitter. By analyzing the social media posts, our clients were able to gather feedback and improve their products. In addition, they could always match the posts with the users for proactive follow-up leading to a better customer experience. Finally, based on social media interaction, our clients were able to gather market sentiment and their perception in the minds of their customers in comparison with their competitors’ perceptions.