Case Study: Schneider Electric achieves a unified customer experience and predictive insights with Salesforce DMP

Schneider Electric uses Salesforce to power its customer experience

Schneider Electric is a global specialist in energy management and automation whose mission is to make energy safe, reliable and sustainable for everyone. Rapid organic growth and acquisitions left the company with hundreds of siloed systems and a highly mobile workforce of 120,000+ employees, creating a pressing need for a single, agile platform to unify front-office processes, partners and customer data.

By standardizing on Salesforce (Sales Cloud, Service Cloud, Platform and Community Cloud plus AppExchange apps), Schneider built a transversal customer platform that today serves 43,000 users and 400,000 partners. The rollout enabled 4,000 service agents to resolve 10 million cases per year, consolidated 3 million customer records and 10 million interactions, helped solution selling grow from ~10% to over 40% of revenue, and delivered better customer satisfaction and a data-driven foundation for predictive analytics and IoT initiatives.

Schneider Electric

Jean-Pascal Tricoire

Chairman & CEO