Cooking with Salesforce

Restaurant Management Platform Onboards Thousands of Customers Monthly Using Salesforce for Seamless Sales and Service Management

SAN FRANCISCO—April 23, 2019—Salesforce (NYSE: CRM), the global leader in CRM, announced today that Toast, the fastest-growing restaurant management platform in North America, has chosen Salesforce to deliver a cohesive and consistent experience for its community of restaurateurs across the entire customer lifecycle. Toast, which supports tens of thousands of restaurants of all sizes, uses Salesforce to establish a single source of truth for customer data. This enables them to enhance internal efficiency, create a seamless buyer journey spanning sales and service, and elevate the overall customer experience.

Experiencing tremendous growth—Toast’s revenue surged by 148 percent in 2018—the company outgrew traditional tools like spreadsheets and required a comprehensive view across the organization. They needed access to real-time information across all customer touchpoints. Toast implemented Salesforce to manage everything from service and mobile worker support to delivering quotes and completing customer contracts. With Salesforce, Toast benefits from a unified platform that drives customer connections at every stage of the buying cycle.

“Our customer interactions run through Salesforce,” said Jon Dack, VP of Technology, Toast. “Having one unified system across sales and service allows us to provide our customers with the consistent, high-quality service they expect from Toast. Salesforce is the engine that makes this possible.”

Today, Toast manages all customer-facing touchpoints 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. This allows them to configure and price complex solutions while maintaining a unified contract record of all customer purchases. Once work orders are generated, Toast uses Field Service Lightning to dispatch mobile workers to customer locations for installation and setup. This system allows centralized communication throughout the process. Mobile workers utilize the Field Service Lightning mobile app to receive customer details, task instructions, add notes, log completed work, and collaborate with colleagues as needed.

Toast also uses Community Cloud to build Toast Central, a front-end application that integrates with Salesforce. Toast Central acts as a central knowledge base, customer information bank, and support hub. It allows customers to view and update their account information and track the onboarding process from a single location.

“Toast’s customer-first focus is spot on and will serve them well in the long run,” said Bill Patterson, EVP and GM, Service Cloud, Salesforce. “We’re thrilled to be on this journey with them, managing their customer interactions wherever and whenever they occur.”

About Toast

Founded in 2013, Toast empowers successful restaurants of all sizes with a comprehensive technology platform that integrates restaurant POS, front-of-house, back-of-house, and guest-facing technology with a diverse marketplace of third-party applications. By combining technology with an unwavering commitment to customer success, Toast helps restaurants streamline operations, increase revenue, and deliver outstanding guest experiences. Toast has been recognized in the 2019 Forbes Fintech 50, 2019 SXSW Interactive Innovation Finals, 2018 Forbes Cloud 100, and as the third fastest-growing technology company in North America on the 2017 Deloitte Fast 500. Learn more at www.toasttab.com.