Case Study: TOMS achieves deeper customer and partner relationships with Salesforce

Salesforce helps TOMS keep its best foot forward

TOMS, the footwear and lifestyle brand built around a One for One giving model, saw rapid growth in sales and charitable activity that made it hard to maintain the grassroots customer relationships and coordinate with partner organizations that deliver its donations. As the company scaled, TOMS needed a way to keep personal connections with consumers and stay connected with the nonprofits and partners that help fulfill its mission.

TOMS implemented Salesforce Service Cloud to support call centers in the U.S. and Europe, unify customer profiles (including social media), and prioritize customer happiness and long‑term relationships over traditional metrics. The platform is being extended to include giving partners so the company can view every facet of customer and partner interactions, strengthen engagement across stakeholders, and continue to grow while delivering on its social mission.

TOMS

Zita Cassizzi

Chief Digital Officer