American Express used Salesforce to break down internal silos and unify 62,000 employees around a single customer view, delivering faster service and double-digit productivity gains across sales, service, marketing, and product teams.
62,000
We're 160 years old and we needed to get back to our roots, which is focusing on the customer and being a customer centric company. We had to change and the only way to do that is to do it transformationally, not incrementally. Membersense was an old marketing campaign that we had. We really embodied who we were because you felt a sense of someone has your back and now that value needs to be provided digitally. Technology is about empowering the workforce and if we don't use a platform approach to provide information to all of our employees, we will lose. The transformation for us is massive because it's about community and empowering the sick. 62,000 people that work for American Express and the way you do that is through a platform that allows scalability and information to be delivered real time. Salesforce gives us the power to do that. We're putting it all on a digital device by which they can make the job just easier for them. Before Salesforce, everything was so siloed that there was no way for a salesperson to know how a client was interacting with the brand, with products. They had zero information in that space. As Salesforce becomes the single source of truth for us, we can just find everything we need in a really clear, easy, consistent, and most importantly, instant way. When we're with the client, it's about providing information and simplicity, making the job more fun, more efficient and more exciting. When we started our relationship with Salesforce, it was a tool for our sales folks. And now what we're doing is we're covering our servicing people, our marketing people, our product people, to communicate, react real time and solve customer problems. Connected people feel like they are part of one team working together on a single mission. For our customers, Salesforce empowers and enables our people. And when the people are jazzed because they're solving customer pain points, suddenly energy levels change, motivation changes, and that's where the excitement's coming from. And that's where I think you're going to see this exponential growth. It's palpably different now. It really does feel different to me. There's a fun and an energy to it that's amazing. The productivity of our field, let me just say it's more than double digit, right? I mean, it's high double digits. We're making leaps and bounds. And you can feel the power of it happening right now. When you can connect not just on a rational level with customers, but also on an emotional level, when you can do that because you're where customers are when they need you. It's a game changer. We have been focused on the customer from day one in servicing their needs. Salesforce is a platform that really allows us in the digital age to maintain that focus on our customer and to do it in a faster, simpler way, which is what they expect. It's what I'm betting on to drive the change for the future.
