List of Salesforce Service Cloud Case Management Customers
Salesforce
Salesforce Tower 415 Mission Street, 3rd Floor,
San Francisco, 94105, CA,
United States
San Francisco, 94105, CA,
United States
1 415-901-7000
Professional Services
83334
$41.5B
Since 2010, our global team of researchers has been studying Salesforce Service Cloud Case Management 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 Salesforce Service Cloud Case Management for Case Management 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 Salesforce Service Cloud Case Management for Case Management include: Lockheed Martin, a United States based Aerospace and Defense organisation with 121000 employees and revenues of $71.04 billion, NXP Semiconductors, a Netherlands based Manufacturing organisation with 34200 employees and revenues of $13.21 billion, Ncr, a United States based Banking and Financial Services organisation with 34000 employees and revenues of $6.30 billion, Financial Conduct Authority, a United Kingdom based Banking and Financial Services organisation with 5379 employees and revenues of $755.0 million, Winc Australia, a Australia based Retail organisation with 2000 employees and revenues of $670.0 million and many others.
Contact us if you need a completed and verified list of companies using Salesforce Service Cloud Case Management, 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 Salesforce Service Cloud Case Management 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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Boys and Girls Clubs of Palm Beach County | Non Profit | 132 | $20M | United States | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2021 | n/a |
In 2021, Boys and Girls Clubs of Palm Beach County implemented Salesforce Service Cloud Case Management to centralize participant records and operational workflows for youth services. The deployment targeted Case Management workflows used by program staff to log daily attendance, track hours with each student, and capture curriculum delivery documentation.
The Salesforce Service Cloud Case Management configuration mapped case record types and activity logging to classroom protocols and instructor responsibilities, enabling instructors to input attendance, hours per student, and associated documentation directly into the system. Standard case tracking capabilities such as status progression, assignment queues, and history timelines were configured to reflect program procedures and coach oversight.
Operational coverage focused on youth programs and program operations, with instructors and Senior Youth Program Leaders using Salesforce to record student interactions and maintain weekly lesson plan records. User access and permissions were scoped to ensure staff could enter data and program leadership retained visibility for coaching and compliance documentation.
Governance and rollout emphasized embedding onboarding and classroom protocols into case workflows, training instructors on using Salesforce Service Cloud Case Management for daily logging, and instituting consistent documentation practices for program delivery. No external system integrations were documented, the implementation concentrated on consolidating Case Management and activity tracking inside Salesforce Service Cloud Case Management.
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Commonpoint | Healthcare | 700 | $87M | United States | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2020 | n/a |
In 2020, Commonpoint implemented Salesforce Service Cloud Case Management to centralize client-facing workflows across its workforce and community programs. The deployment established Salesforce Service Cloud Case Management as the primary cloud hosted case platform used by program teams including the Migrant Relocation Assistance Program at Commonpoint Queens, with configuration focused on case intake, service planning, and service tracking across social services workflows.
The implementation included standard Case Management functional modules such as structured intake and assessment records, individualized service plans, case notes and contact logging, referral tracking, and configurable assignment rules and escalation workflows. Administrators configured Salesforce reporting and dashboards to surface caseload views, service plan status, and compliance oriented activity logs, while automation reduced manual routing through assignment and notification rules aligned to program roles.
Operational ownership sits with a centralized Salesforce CRM administration function that supports data integrity, reporting, dashboards, and user support for frontline case managers and supervisors. The system supports multilingual case management workflows through record level fields and custom page layouts to reflect needs assessments and service referrals used by staff and interpreters in on site programs.
Governance and rollout emphasized data stewardship, training, and onboarding to improve staff adoption and reporting discipline, with ongoing administration tasks managed by in house Salesforce administrators. The implementation was positioned to ensure data is used to drive meaningful outcomes for individuals and communities, and to provide a unified Case Management platform for Commonpoint program operations.
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Financial Conduct Authority | Banking and Financial Services | 5379 | $755M | United Kingdom | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2015 | n/a |
In 2015, the Financial Conduct Authority implemented Salesforce Service Cloud Case Management to consolidate regulatory case handling. The Salesforce Service Cloud Case Management deployment was configured to support case intake, triage and routing, central case records, and document management for regulatory investigations and supervisory activities across multiple business divisions.
Configuration work emphasized Enforcement workflows, and during March 2018 to March 2019 project activities included developing options and an approach to enhance legal disclosure document search capability within the Salesforce case management system. Functional focus combined case management console configuration with targeted document search and retrieval enhancements to support legal disclosure and evidentiary review in enforcement cases.
Operational scope included the Enforcement division and multiple business divisions, with project management oversight of concurrent regulatory and ERP initiatives that intersected with case management priorities. Parallel procurement and market engagement efforts delivered tooling for online collaboration and legal instrument drafting for the FCA Handbook, and requirements definition for a SaaS project and portfolio management tool that influenced delivery governance.
Governance activity included assisting rollout of a revised Solution Delivery Framework and establishing a project management community of practice, which supported phased delivery and stakeholder coordination for the Salesforce Service Cloud Case Management implementation. The program-level project management approach was used to align stakeholders, define reporting needs and structure enhancement workstreams for case handling and disclosure search improvements.
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Greater New York Mutual Insurance Co | Insurance | 375 | $50M | United States | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2018 | n/a |
In 2018 Greater New York Mutual Insurance Co implemented Salesforce Service Cloud Case Management to centralize customer service and operational case workflows. The deployment used Salesforce Service Cloud as a Case Management platform to enable standardized case creation, assignment, routing, and resolution across client facing and operations teams.
Configuration emphasized high volume case handling and tailored reporting. Wheels, an account services provider working with Greater New York Mutual Insurance, used Salesforce as a case management tool to provide visibility into company wide operations, with users creating, assigning, and closing over 100 Salesforce requests per day to support client needs. The implementation included customized report and dashboard configurations to surface financial, maintenance, risk, logistics, and compliance metrics, and case templates and workflow rules to address vehicle compliance, maintenance, ordering, transport, subrogation, remarketing, and billing workflows.
Governance and operationalization were supported by a Salesforce Task Force and client services subject matter experts, who met with Directors, VPs, and members of operations, sales, and programming teams to troubleshoot issues and refine case workflows. Process changes centered on tailoring Wheels services and case handling procedures to deliver individualized experiences for customers and drivers, and on building cross functional collaboration between service, operations, and technical teams.
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Lockheed Martin | Aerospace and Defense | 121000 | $71.0B | United States | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2022 | n/a |
In 2022, Lockheed Martin implemented Salesforce Service Cloud Case Management to centralize contact center case intake and transaction level call capture. The initial deployment concentrated on instrumenting case workflows for the Enterprise Information Management EIM team and on a Softphone project designed to automate call data ingestion for Case Management.
Configuration work included process automation to capture every call and its complete process in JSON format, schema design for transaction level records, and case fields to capture Agent and Caller information for downstream reporting. Implementation artifacts and UI work included BRDs, FRDs, a Requirement Traceability Matrix RTM, process flow diagrams and technical specifications, plus web based components developed using Dreamweaver and HTML and a separate UI effort for a Thresholds Monitoring System in Java.
Integrations implemented as part of the effort connected the Salesforce Service Cloud Case Management instance to EIM team data feeds and to operational data pipelines used to parse and load EDI 837 XML files into core tables. The project used SQL based extraction, cleansing and aggregation to build reporting views and dashboards, and involved collaboration with external vendors to resolve data quality issues on 837 files and other source feeds.
Governance and rollout followed formal requirement capture and validation cycles, including discovery sessions with business users, detailed testing plans and validation to ensure data accuracy and completeness, and end user training and support for the Softphone process. The documented outcome reported by the project team was a streamlined EIM operational workflow through data automation and reliable case level call records feeding Case Management.
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Banking and Financial Services | 34000 | $6.3B | United States | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2019 | n/a |
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Manufacturing | 34200 | $13.2B | Netherlands | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2010 | n/a |
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Retail | 2000 | $670M | Australia | Salesforce | Salesforce Service Cloud Case Management | Case Management | 2016 | n/a |
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Buyer Intent: Companies Evaluating Salesforce Service Cloud Case Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Salesforce Service Cloud Case Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Salesforce Service Cloud Case Management for Case Management include:
- PERI Chile, a Chile based Manufacturing organization with 50 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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PERI Chile | Manufacturing | 50 | $5M | Chile | 2024-12-03 |
FAQ - APPS RUN THE WORLD Salesforce Service Cloud Case Management Coverage
Salesforce Service Cloud Case Management is a Case Management solution from Salesforce.
Companies worldwide use Salesforce Service Cloud Case Management, from small firms to large enterprises across 21+ industries.
Organizations such as Lockheed Martin, NXP Semiconductors, Ncr, Financial Conduct Authority and Winc Australia are recorded users of
Salesforce Service Cloud Case Management for Case Management.
Companies using Salesforce Service Cloud Case Management are most concentrated in Aerospace and Defense, Manufacturing and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Salesforce Service Cloud Case Management are most concentrated in United States, Netherlands and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Salesforce Service Cloud Case Management across Americas, EMEA, and APAC.
Companies using Salesforce Service Cloud Case Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 37.5%, large organizations with 1,001-10,000 employees - 25%, and global enterprises with 10,000+ employees - 37.5%.
Customers of Salesforce Service Cloud Case Management include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Salesforce Service Cloud Case Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Case Management.