{"id":10378,"date":"2025-11-25T13:26:19","date_gmt":"2025-11-25T05:26:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10378"},"modified":"2025-12-08T15:55:30","modified_gmt":"2025-12-08T07:55:30","slug":"3-lessons-from-using-data-cloud","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/3-lessons-from-using-data-cloud\/","title":{"rendered":"3 Things We Learned About Using Data 360 To Unify Our Data"},"content":{"rendered":"\n

Many enterprises today struggle with data silos<\/a> and unreliable insights, which lead to a cloudy view of the customer journey. When data lives in disparate places, it makes it hard to act on \u2014 especially in the age of artificial intelligence<\/a> (AI). A few years ago, that described Salesforce, too.\u00a0<\/p>\n\n\n\n

As a large global organisation with diverse customers and numerous acquisitions under our belt, we had a major problem with data stored across many different systems. When some data was missing from reports because it was stored separately, we weren\u2019t really able to see the full customer journey. We were acting on ineffective data, leading to inconsistent customer experiences.<\/p>\n\n\n\n

So we decided to not just talk the talk when it came to unifying customer data \u2014 we had to walk the walk. <\/p>\n\n\n\n

Four years ago, we started using Data 360<\/a> internally as Customer Zero<\/a> to deliver a unified view<\/a> of our customer\u2019s journey. We built a unified data foundation<\/a> with Data 360, using that to power deep integration with apps (Customer 360) and agents (Agentforce<\/a>). Here\u2019s what we learned when we turned to Data 360 to break down our data silos, as well as a look at high-impact use cases.<\/p>\n\n\n\n

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Become a Datablazer today<\/h2>\n\t\t\t\t\t\t\t

Accelerate your career growth by joining the Datablazer Community, where you can gain the skills you need, connect with fellow innovators, and be the first to know about Salesforce product news.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tTake a tour<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Today, Data 360 is central to our success, as it\u2019s deeply integrated into the Salesforce platform<\/a>. It unifies our customer and business data to make it actionable across our apps, in our flows and with Agentforce<\/a> so we can deliver more personalised experiences at scale. This has become even more critical with the increased use of AI agents, which need clean, organised data to be effective.<\/p>\n\n\n\n

The results have been amazing. By using Data 360 to unify our data, we gained a complete view of our leads. This reduced the amount of custom lead-routing code by 90%, lessening the burden on our sales staff to prioritise leads manually. We found that only 40% of our leads were truly sales-ready, which allowed our sales reps to focus on the highest-potential prospects. This all led to a 62% increase in average contract value from those leads.<\/p>\n\n\n\n

Data 360 and Agentforce are projected to reduce support cases by 98,000 in the first half of 2025 compared to the same period last year. This enables our human service representatives to focus on more complex and empathetic interactions. We’ve identified\u00a0$23 million in potential revenue\u00a0from customer licence renewals, and we can\u00a0now automatically notify\u00a0our sales teams about these opportunities using AI-powered Slack notifications.<\/p>\n\n\n\n

What we\u2019ll cover<\/h3>\n\n\n\n