Case Study: Schneider Electric delivers a unified, customer‑centric platform and solves 10M support cases a year with Salesforce

Schneider Electric uses Salesforce to power its customer experience

Schneider Electric, a global leader in energy management and automation, needed to unify its customer-facing operations after rapid growth and acquisitions left it with hundreds of disparate systems and low CRM adoption. The company also had to support a highly mobile, global workforce and integrate partners and sales, service, and product data on a single, agile platform.

Consolidating on Salesforce (Sales Cloud, Service Cloud, Community Cloud and the Platform) delivered a single customer platform accessible anywhere: today 43,000+ users and 400,000 partners collaborate on the system, 4,000 service agents resolve 10 million cases a year, and Schneider has built a repository of 3 million customer records and 10 million interactions. The consolidation boosted solution-selling revenue from about 10% to over 40%, improved customer satisfaction, and set the stage for advanced analytics and IoT-driven services.

Schneider Electric

Jean-Pascal Tricoire

Chairman & CEO