Restaurant Management Platform Onboards Thousands of Customers Every Month Using Salesforce to Manage All Customer Interactions Across Sales and Service
Salesforce, the global leader in CRM, announced that Toast, the fastest-growing restaurant management platform in North America, is using Salesforce to provide a cohesive, consistent experience to its community of restaurateurs across every stage of the customer lifecycle. Toast powers tens of thousands of successful restaurants of all sizes, and is using Salesforce to build a single source of truth for customer data that enables them to increase internal efficiency, build a seamless buyer journey that spans sales and service, and improve the overall customer experience.
Experiencing incredible high-trajectory growth – Toast’s revenue increased 148 percent in 2018 – the company outgrew tools like spreadsheets; they needed a holistic view across the organization, informed by access to real-time information across customer touchpoints. Toast deployed Salesforce to manage everything from service and mobile worker support to delivering quotes and completing customer contracts. With Salesforce, Toast now benefits from a single platform that drives how they connect with customers regardless of where they are in the buying cycle.
“Our customer interactions run through Salesforce,” said Jon Dack, VP of technology, Toast. “Having one unified system across sales and service enables us to provide our customers with the consistent, white glove service they have come to expect of Toast. Salesforce is the engine that makes this possible.”
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Today, Toast’s customer-facing touchpoints are managed on Salesforce. The company uses Sales Cloud to track and collaborate on all sales deals, and Salesforce CPQ to automate their quote-to-cash process, allowing them to configure and price complex solutions while keeping track of everything a customer has purchased on one unified contract record. Once work orders are generated, Toast then leverages Field Service Lightning to dispatch mobile workers to customer locations for installation and setup, as well as communicate in a centralized way throughout the process with those workers. Those mobile workers utilize the Field Service Lightning mobile app to receive details on the customer, and instructions on tasks they must complete on-site, as well as to add notes, log the completed work, and collaborate with co-workers as necessary.
Toast is also using Community Cloud to build Toast Central, a front-end application that sits on top of Salesforce and acts as a central knowledge base, customer information bank, and support hub for customers, letting them view and update all of their account information and keep track of the Toast onboarding process all from a single location.
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“Toast’s focus is right on the mark and will serve them long term – taking care of the customer first,” said Bill Patterson, EVP and GM, Service Cloud, Salesforce. “We’re excited to be with them on this journey, and to manage their customer interactions regardless of where or when they occur.”
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