Story
Salesforce
WayfairSalesforce Supports Customer Data Work at Wayfair
Wayfair, a consumer discretionary organization in the United States, uses Sales Cloud from Salesforce to support customer data operations for data and experience teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer profiles has a clear owner |
| Productivity | Handoffs in customer data operations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Sales Cloud is the governed place data and experience teams use for customer data operations |
Story
Wayfair grew customer profiles faster than the local tools around it. From the United States, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. Data and experience teams were the ones stitching the picture together by hand.
Rolling out Sales Cloud put customer data operations on Salesforce. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. Wayfair keeps the product in the path where work already happens, so data and experience teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer data operations. Customer profiles is easier to inspect, and adjacent groups can join data and experience teams without a guided tour of someone's desktop.
