Compilation of use cases of different tech companies and how they grow their business on Salesforce

1. Compiled by Jeraldine Phneah
jphneah@salesforce.com
How tech companies
scale their business
on Salesforce?
Case Studies

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Xero empowers employees to deliver personalised
and connected customer experiences
Source: Xero
Empowers Customer Experience team to quickly answer customer
questions and manage service more seamlessly
Provides customers with real-time access to resources and support
through Xero Central community, helping them run their
businesses and unlock more value from Xero
Delivers increasingly personalised and connected customer
experience across sales, service, and marketing
SALES SERVICE COMMUNITIESMARKETING EINSTEIN PLATFORM SUCCESS APPEXCHANGE
20%
Increase in average
speed to answer
20 points
Increase in customer
happiness
30 points
Increase in Customer
Experience team eNPS

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Lawpath increases velocity of sales while
deepening customer relationships
Source: Lawpath
Connects customer data to provide a more personalised experience,
including recommendations on what customers should do next
Automates and streamlines sales processes to keep pace with a 400%
increase in leads
Adopts case management to increase efficiency of support
Makes it easier for employees to do their jobs and attracts new talent
50%
Increase in lead
conversion
SALES INBOX SERVICE ANALYTICS
30%
Reduced customer
churn
32%
Reduction in average
response time on cases
LEARNING

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ZOOM uses Salesforce to acquire new customers
& upsell them!
SALES MARKETING
118%
Revenue growth per
year before IPO in 2019
Moving from basic email model to
dynamic, targeted email nurture
campaigns
Fast growing startup facing the need to
scale domestic campaigns
internationally
Greater intelligence for tailored
messaging
Hyper-segmentation bubbles up the
right leads to sales
Customized nurture programs to
increase free user engagement
CHALLENGES SOLUTIONS
140%
Net Dollar Retention
1.8x
Sales & Marketing
efficiency

5. Reduces friction in the swarming process with real-time collaboration
documents integrated in the case record
Automates case handoffs for global agents across eight time zones
Scales the customer service business with a unified productivity platform
Increases data quality & provides transparency in the quoting process for
better decision making
Accelerates deal reviews and approval times by keeping sales & service
teams inside Salesforce
Unifying Sales & Service Processes to Create a
Customer-Centric Environment
SERVICE
30%
reduction in time to
resolution
SALES
85%
reduction in quote
approval time
SALESFORCE
ANYWHERE

6. Unifying Customer Data to Drive
Personalization and Scale
Unites people, processes, and information globally through 360 degree
view of the customer
Enables salespeople to follow up with warm leads from the website and
nurture programs
Tracks historical customer data enabling sales to have more relevant and
targeted conversations
Personalizes customer experience through tailored engagements based on
customer preferences
SERVICESALES MARKETING
+769%
increase in
campaigns created
150+
Sales Agents
enabled
+25%
increase in MQL to
SQL in 4 months

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Sphere Drones scales family business to new
heights
Source: Sphere Drones
Provides a more streamlined and consistent customer experience
across every part of the business
Builds Curo platform to help customers manage their end-to-end
drone operations
Increases productivity and collaboration with a scalable operating
framework
Improves lead nurturing and engagement with new tools to
segment and optimise campaigns
PARDOTSALES
20%
Reduced application
delivery time
APPEXCHANGE
25%
Growth in six months
APPS
3x
Increased support
capacity per agent
SERVICE

8. Customer Success Metrics Data

9. Increase in
Forecast
Accuracy
Source1: Increase in deal size; Increase in win rate; Increase in lead conversion: Salesforce Customer Success Survey conducted
from 2017-2019. Survey respondents were 3,384 Salesforce customers randomly selected. Responses per question vary. [Nov.
10, 2019].
Source2: Increase in sales productivity; Increase in Forecast Accuracy: FY21 Success Metrics Pulse Survey conducted in 2020
amongst 3,177 customers, randomly selected. Response sizes per question vary. [Sept. 10, 2020]
Salesforce Drives Customer Success for Sales Leaders
+27%Increase in
Deal Size
+15%
Increase in
Win Rate
+22%
Increase in
Lead
Conversio
n
+30%
Increase in
Sales
Productivity
+28%

10. Increase in
Agent
Productivity
Source1: Increase in customer retention; Increase in customer satisfaction: Average percentage improvements reported by Salesforce customers. Source: Salesforce
Customer Success Survey conducted from 2017-2019. Survey respondents were 3,384 Salesforce customers randomly selected. Responses per question vary. [Nov. 10,
2019].
Source 2: Decrease in service and support costs; Increase in faster case resolution time; Increase in agent productivity: FY21 Success Metrics Pulse Survey conducted in
2020 amongst 3,177 customers, randomly selected. Response sizes per question vary. [Sept. 10, 2020]
Salesforce Drives Customer Success for Service Leaders
+27%
Decrease in
Service &
Support Costs
+25%
Increase in
Customer
Retention
+27%
Increase in
Customer
Satisfaction
+30%
Increase in
Faster Case
Resolution
Time
+29%

11. Increase in
Analytics/Reportin
g Efficiency
Source1: Increase in lead conversion; Increase in lead volume; Increase in campaign effectiveness: Average percentage improvements reported by Salesforce customers.
Salesforce Customer Success Survey conducted from 2017-2019. Survey respondents were 3,384 Salesforce customers randomly selected. Responses per question vary.
[Nov. 10, 2019].
Source 2: Increase in qualified leads; Increase in reporting analytics/reporting efficiency: FY21 Success Metrics Pulse Survey conducted in 2020 amongst 3,177 customers,
randomly selected. Response sizes per question vary. [Sept. 10, 2020]
Salesforce Drives Customer Success for Marketing Leaders
+30%
Increase in
Lead
Conversion
+24%
Increase in
Qualified
Leads
+29%
Increase in
Lead
Volume
+32%
Increase in
Campaign
Effectiveness
+36%