Customer Success Stories


Thomas Reuters

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“Social technology helps us collaborate across the organisation.”

-Chris PerryPresident, Global Sales and Marketing

Thomas Reuters increases customer focus with the Sales Cloud.

Challenges

  • A Leading provider of intelligent information for businesses and professionals needed a CRM tool that would improve real-time sales visibility and customer service

  • Sales reps hadn’t embraced an existing CRM solution, resulting in incomplete and out-of-date information

  • Wanted a fast, flexible system that would be readily adopted by sales

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The giant electronics company uses Service Cloud to give 7,000+ call center and field service engineers in its global healthcare division the complete customer views they need to provide real-time service. And, with Chatter, it’s easy for everyone to share information and collaborate across time zones and geographical borders.

Philips also started to use Marketing Cloud to get to know customers even better and engage with them on social channels. “To be a customer-centric company, you need to listen to your customers every day, and—since listening alone isn’t enough—you need to have a dialogue with them.”

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The future looks bright

It’s not just employees and customers that are communicating in the new, connected world: Philips is building products that can share real time data about how they are being used. The company’s “Digital Accelerator” lab helps researchers develop connected products and understand how they are used. “We work with every business unit to connect products to Philips so researchers can understand consumer habits to better meet their needs,” explains Jeroen Tas, CIO. “We’ve already connected lamps, air purifiers, coffee machines, toothbrushes, and more.”

“In the past we built products that were self-contained, but now these products become plug-ins for digital solutions,” Tas continues. “Whether it’s lighting or healthcare devices, ultimately we want to create a better, healthier world and improve people’s lives, by better understanding of our customers and consumers. Salesforce is helping us.”

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