List of Emplifi Service Cloud Customers
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United States
Since 2010, our global team of researchers has been studying Emplifi Service Cloud customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Emplifi Service Cloud for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Emplifi Service Cloud for Customer Support include: Delta Air Lines, a United States based Transportation organisation with 103000 employees and revenues of $61.64 billion, Dine Brands, a United States based Retail organisation with 596 employees and revenues of $831.0 million, Freshpet, Inc., a United States based Professional Services organisation with 1011 employees and revenues of $595.0 million and many others.
Contact us if you need a completed and verified list of companies using Emplifi Service Cloud, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Emplifi Service Cloud customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Delta Air Lines | Transportation | 103000 | $61.6B | United States | Emplifi | Emplifi Service Cloud | Customer Support | 2018 | n/a |
In 2018 Delta Air Lines deployed Emplifi Service Cloud to provide in the moment support for flight attendants via handheld devices. The implementation was scoped to Customer Support for US travel operations and focused on centralizing support workflows and insight gathering across onboard service teams.
The deployment configured Emplifi Service Cloud and its Service Agent component to deliver agent console capabilities, case management, knowledge management, and analytics aligned to Customer Support workflows. Configuration emphasized mobile first access for handheld devices used by flight attendants, real time assistance routing, and consolidated support queues to reduce friction in incident resolution.
Operational coverage was concentrated in US travel and customer support operations, with the Emplifi service handling thousands of calls through the platform. Integrations centered on provisioning the Emplifi Service Agent on handheld devices to enable in the moment access to cases and knowledge, and to capture interaction data for centralized reporting.
Delta centralized governance for support workflows and insight driven process refinement following rollout, using Emplifi Service Cloud to unify agent procedures and reporting. The program delivered explicit financial outcomes, with Delta reporting savings of over $2 million in the program's first three years.
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Dine Brands | Retail | 596 | $831M | United States | Emplifi | Emplifi Service Cloud | Customer Support | 2024 | n/a |
In 2024 Dine Brands implemented Emplifi Service Cloud under the Customer Support category to centralize omnichannel guest relations and guest support workflows across its US restaurant operations. The deployment integrated Emplifi Agent and Emplifi Service to route social direct messages into a unified guest relations case queue and to surface social interactions in a single agent workspace.
Emplifi Service Cloud was configured to provide case management and queue-based routing for social channels, enabling agents to respond to messages and reviews from the same interface. The implementation leveraged an omnichannel inbox and agent-centric workflows to standardize response handling for Applebee’s and IHOP guest experience teams, with templated replies and prioritized queuing for social cases.
Integrations brought social direct messages and Google Reviews into the Emplifi Service Cloud case lifecycle, enabling replying to thousands of Google Reviews through the platform. The US restaurant guest-experience rollout centralized operational ownership within guest relations, restructured support workflows for social-first interactions, and cut average handle time on social cases from five minutes to one minute.
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Freshpet, Inc. | Professional Services | 1011 | $595M | United States | Emplifi | Emplifi Service Cloud | Customer Support | 2023 | n/a |
In 2023, Freshpet, Inc. implemented Emplifi Service Cloud to centralize consumer care across chat, social, SMS and web channels, formalizing an omnichannel Customer Support approach for its US customer service organization. The implementation concentrated on unifying inbound consumer interactions and standardizing contact handling to support consistent response workflows across digital and conversational touchpoints.
Emplifi Service Cloud was configured to deliver omnichannel routing, automated conversational responses and case management, with rapid automation driven by an AI chatbot named Scout. Configuration emphasized conversational AI intent matching, automated response generation, and escalation pathways to human agents to preserve continuity of service when automated answers did not meet match thresholds.
Operational coverage was explicitly across chat, social, SMS and web channels and scoped to Freshpet support teams based in the United States, aligning agent workflows with the centralized platform. Emplifi Service Cloud supported real time monitoring and interaction tracking to surface trends for support operations, while Scout handled first touch triage and routine inquiry resolution prior to agent takeover.
Governance shifted toward centralized consumer care orchestration with phased rollout and automation tuning, achieving results within months of deployment. Freshpet reported reductions in call volumes by nearly 40 percent, cut wait times by 29 percent, and a 97 percent match rate on chatbot answers, demonstrating the operational impact of Emplifi Service Cloud and the Scout automation on Customer Support efficiency.
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