Story
Salesforce
AdidasHow Adidas Runs Customer Data Work on Service Cloud
Adidas, a consumer discretionary organization in Germany, uses Service Cloud from Salesforce to support customer data operations for data and experience teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in customer data operations sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Service 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
Consumer Discretionary work at Adidas spans more than one site, even when headquarters sits in Germany. 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 (Service 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. Adidas 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 The story is about operating change, not an unpublished percentage.
