Case Study: Pearson Education achieves smarter, faster self-service (50% self-help deflection) with Salesforce Success Cloud

Pearson Education gives learners smarter service with Success Cloud

Pearson Education, a global learning company delivering content, platforms, assessments, and testing services, needed to support educators, parents, and learners quickly—especially during the busy back-to-school season. Years of growth and acquisitions left customer information spread across multiple ERP and CRM systems, forcing customers to use several logins and repeat information and preventing a complete 360-degree view of each customer.

Pearson implemented Salesforce Sales Cloud and Service Cloud (replacing 80+ legacy CRMs) and partnered with Success Cloud experts to improve its knowledge base, deploy a self-help wizard, and build Community Cloud. Agents now see full customer histories, 50% of calls and chats are resolved via self-service, and Pearson uses Salesforce insights to fix product issues and pilot Einstein chatbots for common requests—accelerated by Success Cloud coaching and a dedicated success manager.

Pearson Education

Milin Mathur

Director of Customer Support and Service Platforms