Over its 160-year history American Express has prided itself on being a customer-centric company, driven by new ideas.
In its quest to maintain its customer focus in a competitive landscape characterized by startups and rapid innovation American Express set about the task of massively empowering its 62,000 employees through real-time information.
“We need to use a platform to provide information to all of our employees or we will lose.” said Greg Keeley, EVP of Global Corporate Payments.
He goes on to say, “The power for us is the information we have, the trust we have with our customers, and our employees’ ability to deliver on that.”
American Express started with Sales Cloud as a tool for the sales team in 2010. Chatter and the Salesforce 1 Mobile App now enable thousands of servicing, marketing, and product staff to communicate and collaborate in real-time to solve customers’ problems.
According to Barbara Agoglia, VP and Head of Global E2E Marketing, “The word is ‘connected’, people feel that they are one team on one single mission for our customers.”
With Salesforce, American Express is delivering rich customer experiences based on critical, real-time information:
The Salesforce Customer Success Platform is helping American Express to future-proof itself:
Salesforce enables American Express to deliver consistently on customer safety, trust and convenience.
Salespeople spend more time with clients and can get a clear and complete view of their needs and history on a mobile device.
By turning information into knowledge in real-time with Salesforce, American Express exceeds expectations by anticipating customers’ needs.