The Red Cross provides a wide variety of training programs including first aid, cardiopulmonary resuscitation (CPR), water safety and lifeguarding, and disaster preparedness throughout the United States for individuals, workplaces, and aquatic facilities. It teaches 5.9 million Americans annually, ranging from youth to professional rescuers.
Red Cross Training Services was the first division to partner with Salesforce Success Services to implement a wall-to-wall Salesforce architecture, including Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, and Commerce Cloud. Taking a user-centered approach, Red Cross Training Services transformed its customer experience by automating and streamlining its business processes.
The team is using Sales Cloud, Commerce Cloud, and Service Cloud to handle all B2B and B2C sales and service interactions. It is sending students on personalized journeys through Marketing Cloud to help them keep up to date with their certifications and training schedules. Class scheduling and instructor preparation are now automated in Salesforce, with the Instructor's Corner portal providing self-service access to all the resources required to conduct a class, deflecting numerous calls to the service center.