Case Study: Marriott Digital Services achieves faster, more accurate customer support with Slack

Marriott Digital Services delivers world-class customer service with the combined power of Slack and Salesforce

Marriott Digital Services, the in-house digital marketing agency for Marriott International, needed a faster way to support requests from more than 4,000 hotels and handle common questions that often lacked clear answers. Using Slack alongside Salesforce, the team wanted to give agents better access to CRM data and make it easier to collaborate quickly on client inquiries and support cases.

Slack, implemented with support from Slalom through Salesforce Service Cloud integrations, enabled MDS to create swarms in dedicated Slack channels, bring in the right experts automatically, and connect directly with top hotel clients in a private workspace. The result was faster ticket resolution, fewer escalations, and more timely answers, helping Marriott Digital Services improve customer service and streamline support operations.

Marriott Digital Services

Lori Drake

Senior Manager, Business Support