Story
Salesforce
EatonEaton Brings Customer Profiles onto Salesforce
Eaton, an industrials organization in Ireland, 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 |
| Productivity | Handoffs in customer data operations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Marketing Cloud is the governed place data and experience teams use for customer data operations |
Story
Industrials work at Eaton spans more than one site, even when headquarters sits in Ireland. Customer profiles was splitting across regional habits. Data and experience teams asked for a shared way to run customer data operations without freezing local judgment.
Salesforce (Marketing Cloud) is what they standardized on. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. Eaton uses it as the system of record for customer profiles, with data and experience teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
