Real numbers.
Real enterprises.
Fortune 50 and Fortune 100 enterprises running Experience Cloud in production. These are the outcomes, not the promises.
Real numbers from real customers
Average engagement time
Reduction per interaction
Agent satisfaction
Lift across programs
Per 10M interactions
Saved in handle time and rework
Customer ROI
Average return on investment
Integration maintenance
vs. middleware-heavy stacks
Time to value
Pre-built connectors accelerate deployment
Each figure comes from the customer programs where it was measured. Results depend on workflow scope, volume, and the systems in use.
Fortune 50 Retailer
Unified communications across voice, email, and chat.
Handle Time Reduced
Per interaction, average
NPS lift
Net Promoter Score improvement
"The unified interface has streamlined workflows and reduced handle times across the board."
— VP, Customer Experience · Fortune 50 Retailer
Managing disparate voice, email, and chat systems created disjointed agent experiences. Context didn't carry between channels, and agents spent time navigating systems rather than resolving issues.
Experience Cloud unified all conversation surfaces into a single operating layer. Agents gained real-time context from every system (CRM, order management, and identity), assembled live at the start of each interaction.
Manufacturing Operations
Operational excellence across disconnected applications.
eNPS improvement
Employee Net Promoter Score
CSAT improvement
Customer satisfaction score
Multiple disconnected applications and workflows created friction in onboarding and customer request handling. Agents spent significant time learning systems rather than serving customers.
Experience Cloud streamlined processes across all operational applications, giving agents a single guided experience. Onboarding time dropped, efficiency improved, and customer request resolution became measurably faster.
Fortune 100 Department Store
Authentication streamlining for complex compliance workflows.
Handle time reduced
Measurable per-interaction savings
Compliance maintained
Every transaction, every time
"There's no other way we could bridge the IVR and CRM data like this."
— VP, Contact Center Technology · Fortune 500
Credit card transactions required complex agent workflows with strict compliance requirements. Agents had to juggle multiple authentication steps across disconnected systems, increasing handle time and risk of errors.
A unified agent interface with custom authentication buttons and integrated customer data access removed the complexity. Agents completed compliance steps with one guided flow instead of navigating five systems.
Enterprise Retailer
Intelligent incident matching and automated agent note documentation at scale.
Handle Time Reduced
Average per interaction
Incident match rate
Automated caller-to-incident link
"Before implementing Experience Cloud, our agents were required to manually enter call notes into multiple systems, a time-consuming and inefficient process. Today, agents can use a single interface to capture standardized client interaction notes, which are automatically written back to multiple endpoints. This has significantly streamlined workflows and improved agent efficiency."
— Software Manager, Retail
This enterprise retailer's service desk handles approximately 1.3 million interactions per year, 85% of them by voice. Before Experience Cloud, agents manually searched for and linked each caller to an existing incident at the start of every call. Agent notes were collected inconsistently across the team, making it impossible to accurately track performance milestones or report on key service metrics.
Experience Cloud introduced an intelligent matching layer that evaluates each caller's ANI on inbound. A single confirmed match surfaces the incident automatically. Multiple possible matches present a short-list for agent selection. When no match exists, the agent is routed into a standard lookup workflow. Pre-call notes captured before the match occurs are automatically pasted into the incident record once confirmed, along with any existing incident notes, creating a complete, structured documentation trail that powers KPI reporting.
Retail Manufacturer
Intelligent agent workspace eliminating data fragmentation across SAP and back-end systems.
Handle Time Reduced
Per interaction, average
Tickets per year
4 channels · voice, chat, email, self-service
This enterprise retail manufacturer's support team processes roughly 400,000 service tickets per year across four channels (voice, chat, email, and self-service) with a 1.4-to-1 call-to-ticket ratio. Critical data agents needed to resolve issues (product details, entitlement status, SLA terms, open contact records) was scattered across SAP and multiple other back-end systems. Agents were forced to swivel between those systems manually before and during every interaction. Post-call CDR documentation was equally manual: a repetitive, time-consuming wrap-up burden that compounded across every ticket.
Experience Cloud captures segmentation variables at the front end (ANI, Customer ID, Incident ID) directly from the IVR before the agent engages. It uses those identifiers to pull and aggregate data from SAP and all connected back-end systems in parallel, then delivers a curated dynamic workspace to the agent at interaction start: product data, entitlement status, SLA information, agent handling guide, and open contact records in a single surface. At the end of the interaction, the workflow curates the key data points generated during the call, validates them, and writes the complete CDR back to the appropriate system automatically, removing wrap-up effort entirely.
Large Enterprise Retailer
High-scale identity verification and PCI masking across 21.2 million annual interactions.
Return per $1 invested
Including avoided breach exposure
Interactions protected annually
Tech support, e-com, customer service
"We initially implemented Experience Cloud to improve agent efficiency in the voice channel. Not only did we achieve that goal, but we also avoided hiring up to our peak season high-water mark, ultimately reducing peak agent demand by 35.6%."
— Customer Care Leader, Retail
Operating at 21.2 million interactions per year across tech support, e-commerce, and customer service, this large retailer faced two compounding risks. First, identity friction: manually resolving queue, ANI, contact card, and service request for nearly a million technical support calls created significant AHT drag. Second, financial exposure: handling unmasked payment data at this volume meant a single breach involving one million records represented a potential $180M–$220M liability. Non-compliance with PCI DSS carried additional exposure of up to $1.2M per year in fines and approximately $275,000 in elevated card-processor transaction fees on $275M in revenue.
Experience Cloud deployed 21 active workflows to automate the Search, Gather & Verify (S&V) framework and enforce PCI compliance across all interaction channels. On inbound, the system identifies the queue and ANI simultaneously, performs a parallel lookup for the contact card and open service requests, and delivers a single, multi-match, or new-contact screen pop to the agent before the first word is spoken, covering 928,000+ technical support interactions and over 17 million customer service queries. PCI masking is triggered automatically via Eckoh integration, ensuring that sensitive payment data never surfaces on the agent's screen or enters call recordings. The result is a 94.7% S&V match rate across the full interaction volume.
Consumer Products Manufacturer
Guided product retrieval and standardized outcome documentation across 50,000 model numbers.
Handle time saved per interaction
Minimum estimate, potential for more
Model numbers in scope
Single guided interface replaces multi-system lookup
"Experience Cloud helped us develop standardized data collection tools for our agents, enabling us to capture interaction details that are complete, accurate, consistent, and actionable. With this curated data, we've become more proactive in identifying recalls and defects across multiple product lines — ultimately reducing risk and helping us avoid potential penalties."
— Head of Digital Transformation, Retail Manufacturing
Customer service requests arrived through three distinct channels, but the operation had no contact orchestration layer, so agents handled every interaction identically regardless of source. Compounding that, the product catalog spanned approximately 50,000 unique model numbers, each with a multitude of associated specifications and service details. Locating the right product information required navigating several separate interfaces in sequence, creating a persistent time sink and a high surface area for error. At the end of each call, outcome notes were freeform and inconsistent, making downstream reporting unreliable.
Experience Cloud replaced the multi-interface data-retrieval workflow with a guided, form-based interface that surfaces the relevant product data (specs, service details, and entitlement information) in a single structured view keyed to the model number. Contact orchestration was introduced across all three request channels so that the interaction flow adapts to the ticket source rather than forcing every agent down a uniform path. A mandatory Outcomes Form, embedded at the conclusion of every interaction flow, replaced freeform notes, guiding agents through a defined set of documentation fields and writing the structured record back to the appropriate back-end system automatically.
Enterprise Technology Company
Eliminating direct CRM access, and the licenses that come with it, through intelligent account matching.
Annual license savings
108 Salesforce licenses eliminated
Call volume auto-matched
Accounts served without manual CRM lookup
"Streamlining data access was a top priority for our executive team. Experience Cloud not only enabled more efficient access to our data but also helped us curate it with greater accuracy. Additionally, they reduced our reliance on other licensed systems, resulting in significant cost savings."
— Director, Customer Service Technology, High Tech
Support agents required data from both Salesforce and NetSuite to handle customer calls effectively, but surfacing that data meant agents had to leave their primary service interface and perform lookups manually in each system. Full Salesforce and NetSuite licenses ran $1,100 per user per year, a per-seat cost that multiplied quickly across the agent pool. The original integration also pulled 750 variables from source systems, presenting agents with far more data than they could use, slowing response time and adding cognitive load.
Experience Cloud acts as the intermediary between the agent desktop and the back-end systems, eliminating the need for agents to hold direct CRM licenses. When an interaction begins, the platform performs an automated account lookup driven by an agent-specific ID or Salesforce Account ID. For the 70% of call volume where a match is found, Salesforce and NetSuite data is curated and pushed directly into the ZenDesk action window (account details, open opportunities, shipping and return information, and license/renewal status) without the agent touching Salesforce or NetSuite. For the remaining 30%, agents follow a guided back-end search path. The 750-variable data model was refined down to the 15 most decision-relevant fields, dramatically simplifying the agent view and improving interaction speed.
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