Case Study: FedEx achieves 2,000% ROI with Salesforce Service Cloud and Data 360

FedEx boosts activation 13% and achieves +2,000% ROI with SalesForce Service Cloud

FedEx, a global logistics company, faced the challenge of having valuable customer data trapped in disconnected systems, making it nearly impossible to act on insights. This prevented them from reactivating dormant accounts and capitalizing on abandoned high-value quotes. To solve this, FedEx turned to Salesforce Service Cloud and Data 360 to unify their sales, shipping, and web data in real time.

Salesforce implemented a solution using Data 360 and Marketing Cloud to create real-time intelligence and trigger personalized actions. This allowed FedEx to automatically send reactivation emails, alert sales reps with full customer context, and recover lost opportunities. The results for Salesforce and FedEx included a 13% improvement in customer activation, over 2,000% ROI, and the ability to send 1 billion personalized emails annually.

FedEx