Case Study: ABB achieves a unified 360-degree customer experience and faster service with Salesforce

ABB is connecting with customers better than ever before by pioneering industrial digitalization

ABB, a global leader in industrial digitalization operating in 100+ countries with about 147,000 employees and $34+ billion in revenue, faced a fragmented customer experience after years of mergers and diverse business units. With more than 100 disparate CRM systems, ABB struggled to deliver a consistent, modern, omnichannel experience across regions, brands and departments.

ABB standardized on the Salesforce Customer Success Platform—including Sales Cloud, Marketing Cloud, Field Service Lightning, Integration Cloud and Einstein Analytics—to create a single 360° view of customers for 26,000 salespeople and 30,000 partners. The unified solution streamlined marketing and service, enabled data-driven, personalized interactions, improved cross-division collaboration and resource allocation, and boosted responsiveness, productivity and profitable organic growth.

ABB

Ulrich Spiesshofer

Chief Executive Officer