Story
Salesforce@
Cushman and Wakefield
How Cushman and Wakefield Runs Service Operations on Service Cloud
Cushman and Wakefield, a real estate organization in the United States, uses Service Cloud from Salesforce to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because case handling has a clear owner |
| Productivity | Handoffs in customer service operations sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer service operations actually runs |
Story
Cushman and Wakefield is based in the United States and runs real estate operations at a scale where case handling cannot live in side channels. Agents and team leads were reconciling competing copies of the same work, which slowed customer service operations and hid who owned the next step.
The company runs customer service operations on Salesforce, with Service Cloud as the product agents and team leads actually open. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. For Cushman and Wakefield, that means agents and team leads can open one workflow, see case handling, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for case handling.
