Case Study: Philips achieves customer-centric global agility and real-time insights with Salesforce

Salesforce helps Philips stay light years ahead of the competition

Philips, a 120‑year‑old global leader in lighting, healthcare, and consumer products, faced the challenge of staying locally relevant and agile while operating at massive scale. The company needed to break down data silos and connect sales, service, marketing, R&D and supply‑chain teams so it could listen to and engage customers in each market rather than rely on one‑size‑fits‑all approaches.

Using Salesforce (Sales Cloud, Service Cloud, Marketing Cloud and Chatter), Philips created real‑time, 360° customer views and collaborative processes that give sales and operations teams — including 7,000+ call center and field engineers — the insights they need to act locally at global scale. The platform powers shared best practices, informs R&D and product design through the Digital Accelerator’s connected devices, and has increased customer‑centric engagement, faster service, and more relevant product innovation.

Philips

Jeroren Tas

CEO, Healthcare Informatics Solutions and Services