Case Study: Addison Lee achieves an experience-driven, multi-channel customer platform with Salesforce

Addison Lee goes the extra mile for its customers with Salesforce

Addison Lee is a global premium car‑hire provider that serves millions of passengers and corporate clients, and needed to move from a ride‑centric operation to an experience‑driven business amid heavy digital disruption. The challenge was to deliver consistent, personalised service at scale across diverse customer types and channels—while simplifying complex enterprise onboarding and improving driver engagement.

By adopting Salesforce (Sales, Service, Community and Marketing Clouds) and MuleSoft to integrate its mobile app and systems, Addison Lee created a single platform for acquisition, engagement and retention, omni‑channel support, and automated marketing journeys. The result: transformed contact‑centre operations and real‑time insights, doubled SME growth in a key segment, faster product launches and integrations, improved driver enablement, and a stronger foundation for future innovations like autonomous services.

Addison Lee

Ian Cohen

Chief Product and Technology Officer