Schneider Electric is a global specialist in energy management and automation. Its connective technologies, in use in around two thirds of the world’s buildings, are aimed at improving energy efficiency to enable energy saving and sharing.
Rapid organic growth and acquisitions left Schneider Electric with silos of customer data on disparate systems. It needed a single customer-centric solution accessible on mobile devices for its 120,000-workforce to enable customers achieve energy efficiency.
The company had been using Salesforce CRM since 2010 and knew it to be highly scalable, cloud-based, trusted and secure with an increasing number of tools to leverage this, adding:
With Salesforce Schneider Electric quickly rolled-out a single platform for all its customer data that overcame low adoption rates of past approaches:
Service capabilities, quality processes, digital channel management and partner management are all organized with Salesforce.
The single customer platform has led to improved customer experiences:
Service Cloud enables 4,000 service agents to solve 10 million cases per year.
Using Sales Cloud, 30,000 employees in 70 countries increased solution sales to 40% of revenue from just 10% in 2009.
43,000 Salesforce users and 400,000 partners work together through Community Cloud.