Case Study: O2 achieves a joined-up, multi-channel customer and employee experience with Salesforce

O2 - Customer Case Study

O2, a leading communications company serving over 23 million customers, needed to join up customers, employees and partners as buying and service shifted online. To transform into a multi‑product, multi‑channel business and deliver a more connected retail and digital experience, O2 set out to connect people and systems across the organization.

By adopting Salesforce — including Chatter for real‑time staff collaboration — O2 enabled retail “gurus” to solve problems at the counter and launched a new online shopping experience for small office/home office customers. The outcome was faster issue resolution, a more consistent and differentiated customer experience, and continued profitable multi‑channel growth.

O2

Ben Dowd

Business Director