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Trustpilot consolidated 5 CRMS, deployed a service Sam, and cut case handling time by 45%

10 Aug 2026 · 1 min

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In this brief testimonial, a Trustpilot representative explains how the company needed a highly scalable platform to support over a million businesses and tens of millions of consumers. They chose to adopt Salesforce as their core CRM, built a custom AI-driven support assistant called Agent Sam, and placed Data360 behind the agent to provide data enrichment. This combination enabled Trustpilot to cut case handling time by 45% and positioned them as a leading, fast‑moving organization within the Salesforce ecosystem.

We connect over a million businesses with tens of millions of consumers. We need a platform that can scale at the rate that we need it to. The decision was in front of us to go all in with Salesforce, and that's where Agent Sam was born. By having Data360 sitting behind our agent, it just makes it all possible. We've reduced our case handling time by 45%. When we're working with Salesforce, it feels like we're right at the front of the pack.