Case Study: SureFlap achieves rapid growth and exceptional customer engagement with Salesforce Marketing Cloud

SureFlap opens the door to greater growth with Salesforce

SureFlap, founded by Dr. Nick Hill, builds microchip‑enabled pet products (like the Microchip Cat Flap) to keep pets safe and reduce intrusions. As the business grew from a single-room team to a distributed company, SureFlap faced the challenge of scaling customer service, product development and marketing while maintaining high customer satisfaction and rapid product innovation.

SureFlap implemented Salesforce — notably Service Cloud, Marketing Cloud, Chatter and the mobile app — to centralize data, capture customer feedback and connect teams. The platform drove product improvements (including the SureFeed Microchip Pet Feeder), helped coordinate 300 weekly satisfaction surveys, and boosted marketing performance (email opens from 50% to 65% and purchase rates from 2% to 30%). Business results include reaching over 500,000 pets, a turnover jump of 186% in 2010 and sustained annual growth above 30%, plus Net Promoter Scores of 91% post‑purchase and 96% after customer service contact.

SureFlap

Nick Hill

Founder & Chief Executive Officer