Case Study: Breville achieves faster, multi-channel customer support with Persistent Systems and Salesforce

Enhancing customer experience with centralized CRM for Australian home appliances brand

The leading kitchen appliances brand Breville sought to achieve real-time visibility into its global operations and enhance its customer experience, requiring a centralized CRM system. Persistent Systems was engaged to address this challenge using the Salesforce platform.

Persistent Systems implemented Salesforce Service Cloud to create a unified support solution. This integrated customer complaints from multiple channels, enabled efficient case management through a service console, and introduced a live chat function for global customers. The solution also established partner communities and integrated with carrier services. As a result, Breville achieved seamless multi-channel support, which significantly enhanced the user experience, increased the brand's digital presence, and improved both service turnaround time and agent productivity.