Service That Is Built for Personalization: 5 Customer Stories
Marriott empowers associates to deliver personalized customer service to guests.
“The beauty of the Salesforce Platform is it gives us a 360-degree view of our platform.”
“Anytime you can surprise and delight someone with service, you need information to do that. And Service Cloud is the heart and we have the right information at the right time delivered to our associate at the moment of that customer interaction. Because the customer interaction is the moment of truth.”
“What makes Apple Business Chat and Service Cloud so powerful is when a customer engages with Marriott, we're engaging back with one of our associates. It's actually servicing the customer [in] real time.”
Southwest Airlines empowers employees to provide better service.
“Providing a single view of the customer was paramount for us. And now we're partnering with Salesforce to empower our employees with the tools to deliver an experience.”
“About 10% or more of our employees utilize some level of accessibility in our contact centers, and we wanted to make sure that product, that company, would have to be just as passionate about accessibility as we are. Salesforce Service Cloud just kind of fits right in line with that.”
“This product is a win-win for not just our site and reps. It encompasses every member of Southwest that will be touching the product.”
Farmers Insurance puts the latest technology into its agents' and customers' hands.
“We now have a Farmers app that we've created with Salesforce that allows either our agent or our customer to actually report a first notice of loss.”
“The collaboration with Salesforce was critical because our redesign of how we look at taking a first notice of loss has really enabled a customer to instantly bring up an icon-based, very simple app to report a loss, creating a product that I think has leapfrogged us with our competitors.”
“Farmers imagines a world where agents can have visibility into all interactions. So we can have a truly 360-degree view of the customer, how they've interacted with us, and how we can best respond to their needs.”
A 360-degree view of the customer helps KONE drive growth.
“Salesforce has been a guiding light showing us what is possible when you platform everything around the customer.”
“With Field Service Lightning, [dispatchers] now have a 360-degree view of that customer.”
“With Salesforce, we have clearly strengthened our growth in services. We can serve our customers in an individualized way and do it with a quality, reliability, and transparency that hasn't been seen before in this industry.”
Eli Lilly delivers specialized and personalized forms of treatment.
“Where Salesforce comes in for us is connecting the dots of that experience.”
“With Salesforce, we have flexible, reliable, and secure platforms that we can use to really bring this kind of information together.”
“We're creating a community, a holistic lens, looking at that customer.”
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