Case Study: YouSee achieves omnichannel mobile and social customer engagement with Salesforce

YouSee connects with customers on every channel

YouSee, a leading Danish cable operator serving more than 500,000 households, needed to adapt to a mobile-first world where customers stream TV on phones and expect to contact providers anytime via chat, email, social, or in person. The challenge was giving every employee a complete, real-time view of customers across channels so they could deliver the same trusted, local-level service whether online or in stores.

YouSee implemented Salesforce Sales Cloud and Service Cloud plus a custom Salesforce-based point-of-sale app to centralize customer, purchase, and usage data. More than 350 agents now handle inquiries across channels with social posts added to records for real-time context, enabling faster case resolution, better cross-sell/up-sell recommendations in stores, and laying the groundwork for integrated social viewing features and in-program support.

YouSee

Anders Blauenfeldt

Senior Vice President, Innovation & IT