What challenges did EF face before AI implementation?

Latency and performance issues caused by Salesforce being deployed outside mainland China. Compliance concerns related to mainland China regulations. Need to upgrade the call center and enable marketing automation through local channels.

What was the impact of the AI solution?

Improved Salesforce access stability and performance. Streamlined the customer service system from marketing activities to data analytics. Enabled marketing automation in China integrated with local channels. Reduced long-term investment and maintenance costs and improved scalability.

Source

AlibabaProductionEvidence: Medium55/100

EF (Sweden) improves customer service performance and analytics in China using Salesforce on Alibaba Cloud with AnalyticDB

Use case typeCustomer service automationUpdated Jan 1, 2025

EF expanded into mainland China and needed to address latency and performance issues from Salesforce being deployed outside mainland China. The company also needed to meet mainland China regulatory requirements, upgrade its call center, and enable marketing automation through local channels such as WeChat and SMS. Alibaba Cloud infrastructure and services including Salesforce on Alibaba Cloud, Quick Audience, Quick Service, Quick BI, and AnalyticDB for MySQL were used to support customer engagement and analytics.

Organization: EF
Industry: Education
Location: Sweden
Published: January 2025

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer service experience across channelsCost efficiencyReduced long-term investment and maintenance costsRisk & complianceMet mainland China regulatory requirements

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: EF
Provider: Alibaba
Maturity: Production
Linked source: Alibaba Cloud Customers

EF expanded into mainland China and needed to address latency and performance issues from Salesforce being deployed outside mainland China

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Customer service automation
2Customer personalization
3Marketing analytics

Latency and performance issues caused by Salesforce being deployed outside mainland China.
Compliance concerns related to mainland China regulations.
Need to upgrade the call center and enable marketing automation through local channels.

Deployed Salesforce on Alibaba Cloud infrastructure to improve latency, stability, integration, and maintenance costs.
Integrated Quick Audience and Quick Service for data-driven engagement and call center services.
Used AnalyticDB for MySQL and Quick BI for real-time analytics and personalized marketing.

Technologies

Salesforce on Alibaba Cloud Quick Audience Quick Service Quick BI AnalyticDB for MySQL

Improved Salesforce access stability and performance.
Streamlined the customer service system from marketing activities to data analytics.
Enabled marketing automation in China integrated with local channels.
Reduced long-term investment and maintenance costs and improved scalability.

Architecture

Salesforce ran on Alibaba Cloud infrastructure and was integrated with Quick Audience, Quick Service, Quick BI, and AnalyticDB for MySQL to support customer engagement, call center services, and personalized marketing under mainland China compliance requirements.

Implementation partners1

Salesforce

Sources & evidence1

Evidence: Medium55/100Evidence strength