Case Study: Schneider Electric achieves a unified, data-driven customer experience with Salesforce Marketing Cloud

Schneider Electric uses Salesforce to power its customer experience

Schneider Electric, a global leader in energy management and automation, set out to make energy more efficient, reliable, and sustainable worldwide. Rapid growth and numerous acquisitions left the company with hundreds of siloed systems and a mobile workforce of more than 120,000, creating an urgent need for a single, agile platform to unify front-office processes, integrate acquired systems, and give employees and partners consistent access to customer data.

Schneider consolidated on Salesforce (Sales Cloud, Service Cloud, Community Cloud, and the Salesforce Platform) to replace disparate CRMs and connect employees, customers, and 400,000 partners. Today more than 43,000 users leverage a single customer platform—4,000 service agents resolve 10 million cases a year, a repository of 3 million customer records and 10 million interactions drives analytics, solution selling grew from ~10% to over 40% of revenue, and customer satisfaction and data-driven, predictive initiatives (including IoT) have all improved.

Schneider Electric

Jean-Pascal Tricoire

Chairman & CEO