Service That Is Built for Personalization: 5 Customer Stories

From streamlining digital service to accelerating agent productivity, Southwest, Farmers Insurance, KONE, and Eli Lilly use Salesforce to rapidly respond to customer needs.

In the above video playlist, you'll learn how Southwest creates an inclusive workplace culture with Service Cloud.

Erica Tyler, Director of Business Strategy
“Providing a single view of the customer was paramount for us. And now we're partnering with Salesforce to empower our employees with the tools to deliver an experience.”

James Ashworth, Vice President, Customer Support and Services
“About 10% or more of our employees utilize some level of accessibility in our contact centers, and we wanted to make sure that product, that company, would have to be just as passionate about accessibility as we are. Salesforce Service Cloud just kind of fits right in line with that.”

Eric Aiken, 15-Year Customer Service and Support Representative
“This product is a win-win for not just our site and reps. It encompasses every member of Southwest that will be touching the product.”

In the above video playlist, you'll see how Farmers empowers service agents to improve customer experience at every interaction.

Jeff Dailey, Chief Executive Officer
“We now have a Farmers app that we've created with Salesforce that allows either our agent or our customer to actually report a first notice of loss.”

Keith Daly, Chief Claims Officer
“The collaboration with Salesforce was critical because our redesign of how we look at taking a first notice of loss has really enabled a customer to instantly bring up an icon-based, very simple app to report a loss, creating a product that I think has leapfrogged us with our competitors.”

Amanda Reierson, Head of Digital
“Farmers imagines a world where agents can have visibility into all interactions. So we can have a truly 360-degree view of the customer, how they've interacted with us, and how we can best respond to their needs.”

In the above video playlist, you'll understand how real-time data helps KONE field service agents be more proactive.

Henrik Ehrnrooth, President and CEO
“Salesforce has been a guiding light showing us what is possible when you platform everything around the customer.”

Michael Williams, VP, Head of Service Field Solutions Development
“With Field Service Lightning, [dispatchers] now have a 360-degree view of that customer.”

Henrik Ehrnrooth, President and CEO
“With Salesforce, we have clearly strengthened our growth in services. We can serve our customers in an individualized way and do it with a quality, reliability, and transparency that hasn't been seen before in this industry.”

In the above video playlist, you'll see how Eli Lilly evolved from customer-focused to customer-centric service.

John Bamforth, Chief Marketing Officer, USA
“Where Salesforce comes in for us is connecting the dots of that experience.”

Jo Taylor, Chief Customer Officer
“With Salesforce, we have flexible, reliable, and secure platforms that we can use to really bring this kind of information together.”

Rob Brown, Chief Marketing Officer, Global
“We're creating a community, a holistic lens, looking at that customer.”