Trustpilot Unifies Data and Systems with Salesforce, Boosts Sales Performance

Trustpilot, a company that helps build consumer trust by providing customer reviews for thousands of businesses, was struggling to deliver consistent experiences due to its fragmented data and systems. The company's B2B customer data was scattered across four separate CRMs, leaving teams without a unified view of account history, interactions, and risk.

Trustpilot embarked on a multi-year digital transformation to unify the four disparate systems into one using Salesforce's Agentforce Service. This deeply integrated CRM gives employees access to every customer interaction through one connected system of record.

The resulting Customer 360 architecture connects Agentforce Sales, Service, and Marketing, consolidating data that was previously spread across multiple Salesforce instances and tools. Account activity, engagement signals, support history, renewal data, and more feed directly into the CRM, giving every line of Trustpilot's business a complete, real-time view of each customer relationship.

With this connected architecture, Trustpilot has seen significant improvements in their sales operations, including a 63% increase in available customer segments for targeting. This has enabled more targeted engagement and sophisticated customer journeys, generating net contract savings while simplifying daily tasks for employees and creating more consistent customer experiences.