Case Study: SureFlap achieves rapid growth and exceptional customer service with Salesforce DMP

SureFlap opens the door to greater growth with Salesforce

SureFlap, founded by Dr. Nick Hill, makes the Microchip Cat Flap to stop intruder animals and protect pets. As the business grew beyond a single-room startup, the company needed to scale customer service, capture product feedback for continuous improvement, and keep dispersed teams connected while launching new, smart pet products.

SureFlap implemented Salesforce (Service Cloud, Marketing Cloud), the mobile app and Chatter to centralize customer data, automate feedback-driven follow-ups, coordinate marketing and enable cross-team collaboration. The results: turnover jumped 186% in 2010 and has grown over 30% annually since, the company now serves 500,000+ pets, NPS is 91% one month after purchase and 96% after service, email open/purchase rates rose (from 50%/2% to 65%/30%), and 18 Chatter groups support ongoing product and service innovation.

SureFlap

Nick Hill

Founder & Chief Executive Officer