In just 90 days, and using only their internal Salesforce team, SumUp deployed Service Cloud to handle 400,000 monthly support requests.

Now THIS is why you build a solid, in-house Salesforce team.

Background on SumUp

Founded in 2012.

FinTech startup that is the largest POS provider in Europe with more than 4 million small merchants across 35 global markets. (They are the ‘Square of Europe’.)

$2B in total funding with $1.6B raised between 2019-2022 🤯

When you are not only expanding at that speed and scale but doing so across global markets, the value of being able to most FAST can’t be overstated.

While there are a ton of benefits to building an internal Salesforce team, speed comes near the top of the list.

• You can make strategic decisions effectively because you understand the mechanics of the business.
• You can translate strategy to concrete projects efficiently because the team has clearly defined roles and an existing process for collaborating.
• And you can drive execution against those projects because you have the bandwidth and skill sets needed to do so.

This is an organization with heavy Salesforce adoption across Sales, Service, Marketing Cloud, and Mulesoft.

In total, the Sales + Support teams sit around 1,200 people: 50% in LATAM | 40% in Europe | 10% in North America

And the Salesforce team that deployed Service Cloud (+Digital Engagement) to handle 400,000 monthly call volume and automatically resolve 80,000 conversations …?

The group is 24 people strong, primarily based in Germany 🇩🇪 and Brazil 🇧🇷

• 10 Salesforce Administrators
• 10 Salesforce Engineers
• 2 Architects
• 2 Product Owners
• 1 Biz Tech Leader