“For customer-facing technicians, every disruption is a problem. Our Signature support team gives us a very tight handshake with Salesforce. It makes it possible to support our business and really makes our lives easier.”
"We built social collaboration into our business process and improved productivity and visibility."
"Our service model is built on creating relationships with our customers—that’s always our top priority."
“Prior to the L.E.A.P. program, our call wait time was roughly seven minutes. We are now at .31 seconds. Some participants now work with the 311 social media team, and others continue to be on phone duty in the call center. It’s extremely gratifying to see everyone’s professional growth, and …
“However, we handle over 1.8 million calls per year. That's because our population swells to over 2 million people during the day with all the commuters coming in for work. And that swell is intensified during peak tourism events, like the 4th of July, the Cherry Blossom Festival, or presidential …
"We offer the community a number of opportunities to connect and be entertained. Salesforce helps us leverage our data to promote these experiences in a more personal way."
"Salesforce provides all the capabilities we need to really immerse ourselves in a campaign and make changes as we go to dial-up engagement."
“Guests share a lot of information with us and they expect us to use it to create highly personalized experiences. Salesforce has enabled us to deliver against that promise in a very deep and rich way.”
“Travel is about the humanity of the world. People travel to see their families, to celebrate moments that are once in a lifetime. We want to be part of that, and we want to make those experiences as frictionless and as seamless as possible.”
“Service Cloud is helping me enhance and personalize our guest experience. Oftentimes a guest calls in and you can hear that they’re a little frustrated. I start talking to my guest and they begin to relax a little bit. And so in the end they say, ‘Wow, thank you so …
"To create lifetime owners and advocates for our products, we need to be there for customers at the right time with the right information. Salesforce helps us seamlessly deliver the experience our customers expect."
“What Salesforce gave us was a configurable platform with a well-defined set of APIs and integrations that allowed us to make those connections.”
“We have to be about simplicity and personalization. We have to be an organization that consumers look to and say, ‘Listen, I don't care where I go, but I hope you have UnitedHealthcare as your insurance company.’”
“With the Salesforce Platform, if somebody calls in and needs diabetic education, we’re able to look up local pharmacies for them that service diabetic supplies, and set them up with home health agencies."
“We have customers that want access [to information] at their fingertips but in the locations that they’re at they can’t get it; our employees work in those same environments. The cloud gives us hands-on experience that not only helps the team understand the technology, but also how to apply it …
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