Case Study: Smyle achieves 95% customer retention and streamlined event delivery with Salesforce

Smyle gives breakthrough customer experiences with Salesforce

Smyle is a UK-based creative events agency that designs and delivers live and digital experiences for global brands. As the company grew to 100 staff and expanded its project load worldwide, it needed to streamline systems and data, improve project visibility and collaboration, and protect its high-touch customer experience while scaling.

Smyle implemented Sales Cloud (“The Loop”), Salesforce Platform, Quip and Chatter to centralise customer data, track projects and performance, share live documents and automate customer updates and surveys. The platform increased efficiency and business-development insight, helped renegotiate supplier rates, supported a rise in turnover from £7M to £27M, sustained a 95% customer retention rate and a Net Promoter Score of 96, and set the business up to adopt AI-driven personalization as it pursues further growth.

Smyle

Rick Stainton

Group Executive Director