Salesforce Helps Carnegie Learning Streamline Sales and Customer Service with AI

Carnegie Learning, a leading provider of K-12 education technology, curriculum, and professional learning solutions, is augmenting its sales and service teams with Salesforce AI. Since implementing the technology, Carnegie Learning has increased productivity, built deeper relationships with customers, and seen a remarkable sevenfold increase in revenue. 

The challenge: Carnegie Learning continues to grow, and now has over 600 employees and a revenue that is eight-fold its 2016 amount, with new product verticals in literacy, world languages, professional learning, and high-dosage tutoring, as well as a Canadian headquarters. With this growth, its legacy systems were struggling to keep up with the surge in sales and customer service demands.

The impact: Carnegie Learning consolidated its technology vendors and turned exclusively to Salesforce apps, data, and AI capabilities — including CPQ, Sales Cloud, Service Cloud, Einstein Copilot, and Prompt Builder — to streamline its sales and service operations. This shift has helped Carnegie improve the efficiency and effectiveness of its teams by reducing administrative burdens like quoting and forecasting, and allowed them to automate and scale operations to support the company’s rapid growth.

Go deeper: With Salesforce, Carnegie is:

• Enhancing the sales process: Sales Cloud helps Carnegie Learning representatives optimize daily business operations by providing immediate, data-driven insights. Built-in AI capabilities surface these insights to team members at different stages of the sales process, for example, by automatically scoring leads based on probability of conversion or revenue potential. This enables sales reps to concentrate on the most promising prospects, leading to increased win rates and faster deal cycles for the company.
• Improving personalization: Sales Cloud also features a customizable, conversational, generative AI assistant to allow Carnegie sales reps to use natural language prompts in the flow of work to generate customized communications. The AI-generated output is grounded in trusted customer data and metadata with security guardrails, enabling reps to send customers highly personalized emails with the click of a button. Prompt Builder helps Carnegie Learning build prompts used by this assistant to generate emails using a large language model (LLM) with the relevant information. These emails are not only based on Carnegie Learning information and products, but also from insights gleaned from the prospect’s website.
• Transforming customer support: Carnegie Learning’s service team has implemented Service Cloud’s AI-driven tools that automatically surface relevant information during live interactions with customers. For example, sharing applicable articles with sales representatives based on similar cases. This access to quick, relevant information reduces response times between sales reps and customers and provides more personalized and seamless experiences through a single view of a customer, ultimately improving customer satisfaction.
• Eliminating manual tasks: Implementing Salesforce CPQ, a solution that makes pricing and quoting quick and seamless, dramatically reduced the quoting process timeline from multiple days to just minutes. Removing time spent on manual quoting saved Carnegie Learning’s sales team significant time and resources, and allowed them to focus more on strategic priorities like building relationships with customers.

Fast fact: Carnegie Learning has been at the forefront of integrating AI into education for over 25 years, continuously refining its education products with insights gleaned from millions of customer data points. 

Customer perspective: “AI is — and has always been — the foundation of how our company succeeds, so it only made sense for our sales and service teams to leverage Salesforce’s suite of AI products. The insights and time we’ve gained by using the technology has allowed us to grow rapidly and continue to innovate in ways that were unimaginable before partnering with Salesforce,” said Marissa Scalercio, Vice President of Sales Operations, Carnegie Learning

The insights and time we’ve gained by using the technology has allowed us to grow rapidly and continue to innovate in ways that were unimaginable before partnering with Salesforce.

Marissa Scalercio, Vice President of Sales Operations, Carnegie Learning

Salesforce perspective: “Salesforce has worked with Carnegie Learning since 2016, and we are thrilled to see the impact our AI-powered products are having on their organization, especially as it relates to their significant upswing in revenue. Carnegie’s commitment to scaling their operations with AI continues to create new inroads for innovation, and supercharges their talented human teams to work with AI to drive customer success together,” said Ketan Karkhanis, EVP and GM of Sales Cloud

More information:

• Check out more about Salesforce AI, plus Service Cloud, Sales Cloud, and CPQ
• Find out more about Carnegie Learning