Case Study: Mashgin achieves a 104% increase in NPS with Salesforce Essentials

Mashgin enhances customer satisfaction and team unity with Salesforce

Mashgin, a Silicon Valley startup behind touchless AI-powered checkout kiosks, was scaling quickly but its support team struggled with spreadsheets, CRM, and ticketing tools that couldn’t track service requests, provide strong reporting, or tie cases to the right client site. To solve this, Mashgin turned to Salesforce Essentials to create a more service-oriented customer support workflow.

Using Salesforce Essentials, Mashgin unified case handling, improved visibility into customer sites, and made communication easier across in-office, remote, and field teams. The result was stronger teamwork, faster responses, and happier customers, including a 104% increase in Net Promoter Score (NPS) and a drop in average first response time from 25 minutes to just 30 seconds to 2 minutes over time.

Mashgin

Bennett Bennett

Head of Customer Success and Support