Toast is a Trailblazer

All the tracking, all of the comments and intelligence going back and forth between managers on how to close that deal, all of it happens in Salesforce.”

Jon Dack | VP of Technology
 
1,315 employees
Salesforce customer since 2014

31,250%

Revenue growth between 2013 and 2016

 
 

Fast-growing Toast serves up superior customer care for its restaurant clientele.

As the U.S. restaurant industry continues to grow in revenues every year, restaurant operators face all kinds of uncertainties, from changing customer preferences to food safety concerns to staffing turnover. The one enduring profit opportunity for every restaurateur is to cut costs by optimizing the speed and efficiency of their operations.

Toast, the fastest-growing restaurant management platform in North America, is helping tens of thousands of restaurants increase revenue, streamline operations, and deliver amazing guest experiences every day. As Toast’s customer base rapidly expands — more than doubling in size in 2018 — the company uses Salesforce as a single source of truth for customer data, allowing Toast to build a seamless customer journey that encompasses sales, service, and community.

Toast is a trailblazer in customer experience excellence.

“Every aspect of our interactions with customers happens on Salesforce,” said Jon Dack, Toast’s VP of Technology. “Having one unified system across sales and service enables us to provide our customers with the consistent, white glove service they have come to expect of Toast. Salesforce is the engine that makes this possible.”

All of Toast’s customer-facing touchpoints are managed by Salesforce, regardless of where each customer is within the buying cycle. From offering service and mobile worker support, to delivering quotes and completing customer contracts, Toast benefits from a single platform informed by access to real-time information.

 
 
 

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A single contract record assists in team selling.

Toast uses Sales Cloud to track and collaborate with its customers throughout the sales process. Then Salesforce CPQ automates Toast’s quote-to-cash process, allowing the sales team to configure and price complex solutions while keeping track of each customer’s purchases on a single unified contract record.

“Once we engage with a customer, we hand off to one of our sales reps, who then works with that customer, all within Salesforce,” said Dack. “All the tracking, all of the comments and intelligence going back and forth between sales team on how to close that deal, all of it happens in Salesforce.”

 

A mobile app simplifies onsite follow through.

After work orders are generated, Toast leverages Field Service Lightning (FSL) to dispatch mobile workers and maintain communications with the workers throughout for installation and setup process. Work orders in FSL may also include remote training or remote implementation, as well.

The FSL mobile app provides Toast workers with onsite details about the customer account and instructions for tasks they need to complete. The app also allows them to enter notes, log tasks as they are completed, and collaborate and coordinate with other mobile workers. Once the installation project is closed, an enablement team is notified through Salesforce, so the company can check in with the customer and schedule follow-up training events if necessary.

 

See all the features of Field Service Lightning.

A central customer hub will support the Toast community.

Toast is also using Community Cloud to build Toast Central, a front-end application that acts as a central knowledge base, customer information bank, and support hub for customers, letting them view and update all of their account information and keep track of the Toast onboarding process — all with one sign-in.

“We’re trying to create a single experience,” says Dack. “A customer may be moving between two different systems, but should feel seamless to the customer.”

 

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