Case Study: Best Buy Canada achieves a 10% increase in customer experience rating with Salesforce

Best Buy Canada boosts customer experience ratings by building stronger relationships

Best Buy Canada, the country’s largest consumer electronics retailer (12,000 employees, 175 stores, ~250 million annual visits), is shifting from a transactional model to long‑term, multichannel customer relationships while expanding into services (like Assured Living) and a third‑party marketplace. To compete in a fast‑moving retail and tech market it needed a unified customer view, personalized engagement across channels, efficient field‑service scheduling, and better seller management.

Since adopting Salesforce in 2017—deploying Service, Marketing and Sales Clouds, Field Service Lightning and Community Cloud—Best Buy Canada unified channels, personalized service, optimized Geek Squad scheduling and improved marketplace lead management. The initiative drove measurable results: a reported 10% increase in retailer customer experience rating, Net Promoter Score up ~9.5% year‑over‑year, first‑call resolution up 15.6%, faster lead follow‑up and greater operational efficiency.

Best Buy Canada

Thierry Hay-Sabourin

Senior Vice President of Ecommerce and Information Technology