Story
Salesforce
DeloitteDeloitte Brings Customer Profiles onto Salesforce
Deloitte, a financials organization in the United Kingdom, uses Marketing 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 |
| Risk and compliance | Marketing Cloud is the governed place data and experience teams use for customer data operations |
| Capability | New joiners can see how customer data operations actually runs |
Story
Inside Deloitte, customer data operations used to depend on whoever still had the latest file. That pattern is common in financials groups working out of the United Kingdom. Data and experience teams needed a system that would still make sense after the original project team moved on.
Deloitte uses Marketing Cloud from Salesforce as the working layer for customer profiles. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. The practical change is simple: customer data operations has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Deloitte gets from Salesforce is a durable place to run customer data operations and a way for data and experience teams to see the same customer profiles at the same time.
