Case Study: Spotify scales customer service and collaboration during rapid growth with Salesforce

Spotify - Customer Case Study

Spotify, the streaming music service with millions of tracks and over 10 million active users across more than a dozen countries, faced the challenge of maintaining its culture and delivering great customer service while growing rapidly and becoming geographically distributed. The company needed better collaboration, visibility into customer interactions, and a way to scale support without losing its personality or agility.

Spotify started with Desk.com and then moved to an integrated Sales Cloud and Service Cloud setup on Salesforce, giving teams 360-degree customer views, tools for tracking targets and recognizing achievements, and real-time collaboration. The result: customer service scaled smoothly through rapid growth, teams work “as if still in the same office,” and the company preserved its fast-feedback, people-focused culture while improving support and performance tracking.

Spotify

Jonathan Forster

Vice President of Sales, EMEA