Salesforce CRM delivers $8.71 ROI per dollar spent and serves over 150,000 customers worldwide.
Some of the top Salesforce use cases are:
In this guide, we’ll cover real-world examples of how companies like Innovative Capital Corporation, Hanna Commercial, Raymond Realty, and SmartRent use Salesforce to boost sales, improve customer service, and automate marketing processes.
Salesforce offers a wide range of CRM products and tools including Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud. Their primary Salesforce use case examples include:
Primary Salesforce CRM Use Cases| Ascendix
Salesforce Sales Cloud helps sales teams get more visibility into the sales pipeline and track leads, opportunities, and deals. For additional pricing, primary Sales Cloud features can be enhanced with sales cadence builders, AI-powered sales forecasting, and advanced business intelligence tools.
Salesforce Service Cloud empowers customer service teams with tools for providing support across multiple channels, getting insights into customer satisfaction, and tracking customer issues and queries. Service Cloud can be improved with advanced reporting features, AI-powered case management, and telephony tool integration.
Salesforce Marketing Cloud enables marketers to automate marketing activities across email, social media, mobile apps, SMS, and websites. It helps them manage campaigns, nurture relationships with prospects, and track how effective their marketing efforts are.
With Pardot aka Marketing Cloud Account Engagement, marketing teams can streamline lead segmentation, nurturing, and conversion, via advanced email automation, customizable landing pages, and web forms. It can be integrated with other solutions like Google AdWords, Google Analytics, Webinar, Eventbrite, Olark Chat, and others.
Further, marketing agents can boost core features with advanced analytics and reporting tools.
Salesforce Experience (Community) Cloud facilitates collaboration among employees, partners, and clients. It provides a central secure portal for exchanging data, knowledge sharing, and communicating.
Salesforce CRM provides advanced analytics and comprehensive reports for a complete view of a business’s sales, marketing, and customer service performance. With customizable dashboards, you can spot trends, opportunities, and areas for business improvement.
Now, let’s look through typical Salesforce use cases and how industry leaders use Salesforce products to succeed.
Salesforce Sales Cloud is a leading CRM for effective sales activity management and speeding up deal closing.
The key Salesforce Sales Cloud use cases include:
Different business domains use Sales Cloud in different ways. Here are several illustrative Salesforce CRM use cases of how Raymond Realty, Southwest Airlines, and Cresa New York leveraged Salesforce features.
Raymond Realty, the real estate division of Raymond Group, implemented Salesforce to transform customer interactions. The main challenges were fragmented data across multiple systems, disconnected broker partners, and limited visibility into customer interactions throughout the home-buying journey.
Using Sales Cloud and Experience Cloud, Raymond Realty unified all customer touchpoints into a single platform, which covers all the home-buying process from initial prospect engagement to post-purchase customer service.
Since implementing Salesforce, Raymond Realty has reached a 100% boost in pre-sales team productivity, conversion rates jumped from 5% to 12%, and complaint escalation rates decreased by 90%. The integrated platform has transformed the once-in-a-lifetime home-buying experience into a seamless, personalized journey.
Southwest Airlines, a Dallas-based transportation company with over 120 airports worldwide, implemented Sales Cloud to manage its corporate and cargo sales divisions through a unified dashboard that tracks leads, opportunities, accounts, and customer activities. The platform enables corporate customers to make last-minute bookings and itinerary changes with just a few clicks at no extra cost, resulting in increased customer and employee satisfaction.
Cresa New York, part of the global commercial real estate firm specializing in tenant representation, needed a custom database solution to manage their commercial real estate operations, including lease restructuring, site selection, and portfolio analysis. The company required specific real estate functionality that standard Salesforce couldn’t provide.
Working with Ascendix, Cresa implemented AscendixRE (real estate Salesforce-based CRM) and Ascendix Search to create a comprehensive commercial real estate database. The migration process achieved 95% data accuracy when importing over 8,000 records, including property data, lease comparables, and accounts data.
Since this Salesforce implementation, Cresa has saved approximately 3 hours per week through streamlined reporting and data organization, allowing the team to focus on deal preparation rather than manual data compilation. The enhanced search capabilities also significantly improved prospect management efficiency.
We will teach you how to use CRM software to the fullest without overpaying for unnecessary functionality.
Service Cloud automates routine customer service tasks and enables omnichannel support for exceptional customer experiences.
Salesforce Service Cloud use cases include:
In addition, this Salesforce platform can be bundled with Sales Cloud and extended with AI-powered service analytics to gain insights into service performance and Field Service to support field service roles, schedule appointments, dispatch technicians, and track service activities.
SmartRent, a property technology company founded in 2017, used Service Cloud and Salesforce Field Service to scale from spreadsheet-based operations to over $100 million in revenue. The company manages smart home hardware across 167,000 rental units nationwide, coordinating field technicians from its Scottsdale headquarters.
With Salesforce Service Cloud, SmartRent eliminated manual paperwork that consumed two hours of technicians’ daily time, replacing it with real-time data flow and automated scheduling. The platform enabled remote service call management, generated smart lock access codes, and provided visibility into technician locations and deployment metrics.
Since implementing Salesforce, SmartRent has saved $300,000 annually while maintaining an 8% employee churn rate, which is less than half the industry average. The unified platform has enabled efficient scaling and significantly improved customer experiences.
GA Appliances, a household appliances vendor with over 2,000 call center agents and technicians nationwide, uses Service Cloud to centralize customer data including purchase and warranty history. This unified view enables support teams to quickly understand customer needs during calls, resulting in faster issue resolution and increased daily request handling capacity.
Experience Cloud allows organizations to connect with their customers, partners, and employees in a more engaging way.
The most common Salesforce Community Cloud use cases are:
Barclays Bank, a leading UK mortgage lender, implemented Salesforce to transform its relationship with over 16,000 external mortgage brokers who arrange more than 60% of their deals. The bank’s fragmented systems required multiple logins and phone-based application tracking, creating inefficiencies and wasting a lot of brokers’ time.
Using the combination of Sales Cloud, Service Cloud, Experience Cloud, and Financial Services Cloud, Barclays created the UK’s first unified broker community platform, which consolidates mortgage application tracking, interest rate calculators, commission payments, and relationship management tools into a single system.
Implementation of Salesforce has eliminated information silos and streamlined the mortgage application process, strengthening broker relationships and collaboration.
Innovative Capital Corporation, a commercial real estate brokerage and private capital lender, needed to unify data management for its growing client base of lenders, borrowers, and investors. The company required a secure platform to provide investors with visibility into fund contributions, distributions, and loan portfolio performance.
Working with Ascendix, Innovative Capital implemented Salesforce Experience Cloud to create a branded investor portal that also integrated with their existing Salesforce CRM. The portal provides investors with real-time access to loan details like type, position, value, and monthly payments, allows them to access essential documents, and connects property addresses to platforms like Zillow.
The portal Ascendix built on Experience Cloud centralized all loan documentation, monthly updates, and performance metrics in one secure location with controlled access permissions. The platform follows the consistent company branding while providing investors with the transparency and detailed portfolio insights they need.
Swissbit, a leading manufacturer of storage, security, and embedded IoT solutions in Switzerland, put Salesforce Experience Cloud at the heart of their operations. Since reseller projects bring them around 40% of sales, they decided to turn Experience (Community) Cloud portals into reseller communities. These communities allow partners to register and track their new products without manual interference from agents from the company side.
Marketing Cloud lets businesses create and execute personalized multi-channel marketing activities.
The most common Salesforce Marketing Cloud use cases:
RBC Wealth Management, serving over 2,000 financial advisors across 180 locations, faced the challenge of having multiple disparate systems that didn’t allow for delivering personalized client experiences. The wealth management division wanted to unify the system and move from manual processes to a digital-first client engagement approach.
Using Marketing Cloud, RBC created a unified platform that enables personalized client journeys and automated marketing campaigns. The company also managed to provide advisors with complete visibility into client interactions and journey stages for more personalized and targeted communication.
Since implementation, RBC has reduced average client onboarding time from weeks to just 24 minutes and cut IT maintenance costs by 50%. The platform has transformed advisor productivity and has helped advisors deliver personalized experiences that strengthen long-term client relationships.
Casey’s General Stores, the convenience chain with 2,400+ stores in the US, use Marketing Cloud to send 170 million personalized messages across channels, including email, SMS, and app. This marketing tool also helps segment customer data into unique groups based on online and in-store interactions and personalize offers based on the type and number of goods bought.
Marketing Cloud Account Engagement (formerly Pardot) is a B2B marketing automation tool that helps businesses align sales and marketing teams, improve customer engagement, and achieve measurable results.
Use Marketing Cloud Account Engagement to:
Innovative Capital Corporation, a private capital lending company based in San Diego and Newport Beach, faced challenges with fragmented marketing tools that hindered effective lead capture and consistent prospect outreach. The company’s small team of 2-10 employees struggled with manual lead nurturing processes and lacked visibility into campaign performance, which didn’t allow them to scale marketing efforts effectively alongside their expanding client base.
Together with Ascendix, Innovative Capital implemented Marketing Cloud Account Engagement and integrated it with their existing Salesforce CRM system. The solution included automated lead-nurture sequences triggered by prospect behavior, landing page templates embedded in email campaigns, and unified lead tracking that connected marketing efforts directly to sales pipeline stages.
Since implementing Pardot, Innovative Capital has achieved increased lead engagement through fully automated campaigns and gained clear insights into marketing performance. The automation has freed their small team from routine tasks like scheduling follow-ups and manual reporting, allowing them to focus on strategy and client relationships while maintaining consistent brand messaging across all prospect touchpoints.
Salesforce Agentforce is a platform for the deployment of independent AI agents that work as proactive assistants in your workflows, automating manual processes.
Companies use Agentforce to:
Engie, a global energy company, needed to handle large volumes of recurring customer questions about billing and clean energy options while maintaining consistent brand messaging across all channels.
The company deployed Agentforce service agents to answer common billing, tariff, and clean-energy questions through knowledge-grounded responses across web and digital portals. They serve as first-line support before escalating complex cases to human agents.
As a result, the company achieved 71% autonomous case resolution and 83% response accuracy, which allowed Engie to improve self-service containment while keeping human agents focused on complex , high-value cases.
Carnegie Learning, an education technology company, struggled with manual account research that could take up to an hour per prospect, significantly slowing deal cycles and reducing rep productivity.
The company implemented Agentforce sales agents to automatically generate AI-driven account summaries from Salesforce data, notes, and activities. Agents produced contextual briefings on demand, including key stakeholders, open opportunities, and past interactions when prospects called or meetings were scheduled.
As a result, the research time at the company dropped by 92%, from up to an hour to approximately 5-10 minutes per account. Sales reps can respond faster, increasing win rates, and speeding up sales cycles while delivering more informed customer conversations.
Slatt Capital, a commercial mortgage banking firm, struggled with manual processing of thousands of documents monthly including operating statements, rent rolls, and term sheets trapped in emails and spreadsheets across their eight offices.
Working with Ascendix, Slatt Capital implemented AscendixDA, an AI-powered document processing framework integrated with Salesforce that automatically extracts data from CRE documents and populates loan servicing records in the system.
The AI automation has streamlined the processing of 1,200 annual financials, eliminated routine data entry tasks, and increased employee satisfaction. This implementation became the first step in Slatt Capital’s AI journey, as the company plans to collaborate with Ascendix further to use Agentforce’s potential not only for autonomous document processing in the future.
Salesforce’s flexibility and customization options make it an ideal platform for businesses across various industries. Moreover, Salesforce users can extend the functionality of their CRM seamlessly integrating it with almost any external solution on the market.
However, to create the truly unique digital experiences your business deserves and tailor them to your industrial needs, you may need professional help from Salesforce partners like Ascendix. Drawing on our two decades in CRM business and our extensive ecosystem knowledge, we can help you maximize the Salesforce power, drive more productivity in managing high volumes of data, and save time on manual tasks.
To uplevel your operational efficiency, we provide a wide range of professional services:
On top of it, we can provide ongoing Salesforce administration and support, if you set up your Salesforce and don’t know how to manage it effectively or if you don’t have enough technical resources to support the Salesforce instance.
Ready to move from vision to value? Contact us and we’ll improve your Salesforce experience and solve complex system issues for you.
The most common Salesforce use cases include sales pipeline management with Sales Cloud, customer service automation with Service Cloud, marketing campaign automation with Marketing Cloud, partner collaboration through Experience Cloud, and workflow automation using Agentforce AI agents.
Salesforce Service Cloud use cases include automation of customer inquiries capturing, escalation, tracking and assignments to a support agent, enablement of multi-channel support and also creation of self-service knowledge bases for customers and simplified knowledge management.
Salesforce Marketing Cloud use cases include automated execution of email marketing campaigns, advanced segmentation of email lists based on customer data, automation of email sends based and social media marketing.
Yes, Salesforce is widely used in real estate for managing client relationships, tracking property deals, automating marketing campaigns, and coordinating with brokers. Companies like Raymond Realty and Cresa have successfully implemented Salesforce to streamline operations and improve customer experience.
Yes, Salesforce delivers measurable ROI even for small companies through automated processes, improved sales tracking, and better customer relationships. However, to reduce costs, real estate SMEs and brokerages can consider ready-made tools on top of Salesforce, such as AscendixRE: they are tailored specifically for real estate needs, combine all the benefits of Salesforce, and are easy and fast to implement, while also offering huge customization possibilities.
Anzhelika is a seasoned B2B content marketing strategist with extensive experience in elevating corporate profiles through compelling content. At Ascendix, she offers a wealth of knowledge in Salesforce consulting, providing valuable tips, tricks, and comprehensive guides. Additionally, Anzhelika stays at the forefront of the industry, delivering expert analysis on the latest Salesforce tools and emerging technology trends.
(26 votes, average: 5.00 out of 5)
Loading...Follow us and get expert insights and guides right to your inbox.