Salesforce Industry Clouds Spotlight: Agentforce Health Cloud


Spotlight Salesforce Industry Clouds Spotlight: Agentforce Health Cloud COMMISSIONED BY Salesforce, AUGUST 2026 T B M K [CONTENT] [CONTENT] [CONTENT] Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Industry Clouds.¹ This spotlight will focus on the healthcare sector’s use of Salesforce Agentforce Health Cloud and its value to these organizations based on the experiences of the following interviewees: A global marketing director at a North American healthcare provider with $2.3 billion in revenue. A director of IT at a global medical device manufacturer with $6.9 billion in revenue. Large healthcare organizations operate in highly regulated, data‑intensive environments. They manage complex relationships across patients, providers, payers, care teams, and commercial stakeholders while operating under strict regulatory, privacy, and compliance requirements. As a result, they rely heavily on accurate and integrated data to support patient engagement and care coordination. Despite investments in CRM systems, analytics tools, and point solutions, interviewees struggled with fragmented patient and customer data, disconnected workflows, and inconsistent experiences across channels and sites before using Salesforce Agentforce Health Cloud. Data was frequently spread across electronic health record (EHR) systems, CRM platforms, call centers, spreadsheets, and third‑party applications that did not communicate effectively. For the interviewees’ organizations, this fragmentation limited visibility, increased manual effort, slowed decision‑making, and made it difficult to deliver a seamless digital front‑door experience or scale initiatives across a growing enterprise. Salesforce Agentforce Health Cloud addressed these challenges by centralizing patient, provider, and customer data on a healthcare‑specific CRM platform. Interviewees used Agentforce Health Cloud to unify fragmented data sources, enable more personalized engagement, and support coordinated workflows across sales, marketing, service, and clinical support teams. By integrating with existing EHR systems, analytics platforms, and other Salesforce clouds, Agentforce Health Cloud provided a 360‑degree view of patients and healthcare professionals, enabling interviewees’ organizations to move away from spreadsheet‑driven processes and manual reconciliation. Interviewees also highlighted Agentforce Health Cloud’s out‑of‑the‑box healthcare data models, reporting, and compliance‑ready architecture as key enablers that reduced the need for custom development while supporting scalability and regulatory requirements. 14,000 to 15,000 IT hours saved per year by eliminating reconciliation and redundant systems per the director of IT, medical device manufacturer Investment Drivers For The Healthcare Sector The interviewees’ organizations adopted Salesforce Agentforce Health Cloud to improve data visibility, reduce manual effort, and deliver more consistent, personalized experiences for patients and healthcare professionals. The following summarize the main investment drivers: Fragmented systems constrained patient and provider experiences. The global marketing director at a healthcare provider described legacy environments where patient, physician, and customer data was fragmented across CRM systems, claims systems, call centers, spreadsheets, and homegrown tools. This fragmentation resulted in inconsistent and outdated records, siloed teams, incomplete context during interactions, and limited ability to personalize engagement. The interviewee explained that without a unified system, teams did not have confidence in the accuracy of their data: “We didn’t have any single view. It was inconsistent and outdated, and teams were operating in silos.” The director of IT at a medical device manufacturer noted: “We wanted to create an experience similar to airlines or banking where patients can message their care team, manage appointments, handle billing, and coordinate care in one place. We just didn’t have connected systems to do that.” Without a unified platform, teams struggled to deliver seamless experiences or gain a complete view of patient interactions. Manual processes increased costs and slowed decision-making. The interviewees’ organizations relied on spreadsheets and manual reconciliation to understand activity across sites, accounts, and service lines. Enterprise-level visibility required employees to extract and reconcile data from multiple systems, increasing labor costs and delaying insights. The director of IT at a medical device manufacturer explained, “If you were responsible for multiple hospitals, you were logging into several systems or exporting data into Excel just to understand what was happening.” The global marketing director at a healthcare provider echoed similar challenges on the commercial side, noting that manual reconciliation of fragmented data led to inconsistent follow-ups and delayed outreach. Limited ability to use data for forecasting and growth. Without a trusted, centralized data foundation, interviewees said their teams struggled to forecast demand, plan engagement, and allocate resources effectively. Decisions were often based on partial information or intuition rather than real-time insights. The director of IT at a medical device manufacturer said: “Before, we were making decisions based on partial data or intuition. With Agentforce Health Cloud, we can actually see utilization and demand patterns across service lines.” 20% to 30% Reduction in follow-up time as reported by the global marketing director, healthcare provider Agentforce Health Cloud Features The interviewees’ organizations chose to invest in Agentforce Health Cloud for the following reasons: Healthcare-specific data model and a 360-degree patient view. The director of IT at a medical device manufacturer emphasized that Agentforce Health Cloud’s industry-specific data model reduced the need for custom development and accelerated time to value. Out-of-the-box support for patient profiles, encounters, and healthcare data standards enabled their organization to consolidate information quickly. The interviewee said: “Patient profiling, visits, encounters, and HL7 and FHIR data feeds — those were all available out of the box, which saved us a huge amount of custom development.” Centralized, omnichannel engagement platform. Interviewees said that Agentforce Health Cloud provided a standardized engagement layer that supported consistent messaging and outreach across digital and human channels. Rather than building engagement workflows from scratch, teams were able to focus on refinement and adoption. The director of IT at a medical device manufacturer explained: “The cadence of messaging and engagement was already there. We could focus on fine tuning instead of building everything from scratch.” Interviewees consistently referenced the importance of the “digital front door” as a strategic priority, particularly as patient expectations for digital access continued to rise. From an organizational perspective, Agentforce Health Cloud served as a core platform for enabling digital-front-door initiatives by integrating engagement, data, and workflow capabilities into a single environment through existing Salesforce clouds and middleware such as Service Cloud and MuleSoft. Agentforce Health Cloud acted as the core digital operating system, providing a unifying layer that enabled patient access modernization while ensuring comprehensive continuity across all care settings. For clients or patients, interviewees said Agentforce Health Cloud enabled self‑service, proactive outreach, and coordinated engagement across channels. Unified analytics foundation for forecasting and planning. The interviewees highlighted the importance of trusted, real-time data for decision-making. Agentforce Health Cloud enabled their teams to analyze utilization, engagement, and account activity to support forecasting and growth initiatives. The global marketing director at a healthcare provider noted: “It’s cleaner, more reliable data. It’s proactive instead of reactive, and it helps us make decisions with confidence rather than guessing.” “The quality of the leads, the accounts, the opportunities — we’re able to analyze that much more deeply with Agentforce Health Cloud, which allows faster time to market.” Global marketing director, healthcare provider Key Results For The Health Sector The results of the investment for the interviewees’ organizations include: Improved operational efficiency and employee productivity. After implementing Salesforce Agentforce Health Cloud, the interviewees’ organizations reduced manual effort, eliminated redundant processes, and improved productivity across sales, marketing, analytics, and IT teams. Decreased redundant work. By consolidating systems and eliminating manual reconciliation, the healthcare provider reduced redundant work across teams. The director of IT at a medical device manufacturer estimated, “We saved about six to seven full-time employees’ worth of effort — roughly 14,000 to 15,000 hours a year — just by eliminating reconciliation and redundant systems.” Faster access to information and action. With a unified data model, employees were able to access information more quickly and act on insights without switching between systems. The director of IT at a medical device manufacturer explained: “What used to take minutes now takes seconds. Access to information is essentially 100% faster than before.” Reduced follow‑up time and rework through unified data access. The global marketing director at a healthcare provider estimated: “By having Salesforce Agentforce Health Cloud, we’re able to save anywhere from 20% to 30% in follow-up time. When you look at rework due to incomplete or outdated data, there are missed appointments, there are duplicated calls, there is incorrect outreach. Using Agentforce Health Cloud means there is around a 10% to 25% reduction in rework. When we look at lagging insights because of manual reporting, that’s about 5 to 10 hours per manager per week saved with automated reporting.” Improved patient and customer experience. Interviewees said that Agentforce Health Cloud enabled more consistent, timely, and personalized engagement for patients and healthcare professionals. Reduced friction for patients with improved information access. The director of IT at a medical device manufacturer reported that accessing patient information was “100% faster” than in the prior environment, with staff saving anywhere from seconds to minutes per interaction by avoiding manual searches across disconnected systems. On the patience experience side, wait time decreased. Supported digital-front‑door initiatives and self‑service capabilities. The global marketing director at a healthcare provider said that Agentforce Health Cloud enabled their organization to support digital engagement for scheduling, messaging, and information access. While the self-service option was only recently implemented, Agentforce Health Cloud established a foundation for self-service success, supporting digital engagement for scheduling, messaging, and information access. The platform delivered measurable initial results, reducing inbound call volume by 2% to 3% and establishing clear KPIs for future scaling. Service-line optimization with improved forecasting. The global marketing director at the healthcare provider said Agentforce Health Cloud data enabled them to identify demand imbalances and reallocate resources more effectively, improving patient access and operational performance. The director of IT at a medical device manufacturer noted, “We’ve reduced referral and treatment timelines by two to three months in some service lines by identifying demand and reallocating resources faster.” Reduced costs and avoided investments. After deploying Agentforce Health Cloud, interviewees consolidated tools and avoided custom development. Eliminated third‑party applications and reduced licensing costs. The director of IT at a medical device manufacturer estimated that discontinuing third‑party point solutions resulted in annual savings ranging from approximately $500,000 to $700,000. Avoided multimillion‑dollar custom development and platform investments. The global marketing director at a healthcare provider estimated that replacing Agentforce Health Cloud with alternative enterprisegrade solutions to deliver similar functionality would have required approximately $3 million to $3.5 million annually in software and services. Agentforce Health Cloud helped avoid these costs by providing healthcare‑specific capabilities out of the box. Improved revenue performance and growth enablement. Interviewees reported that Agentforce Health Cloud supported faster execution and improved commercial performance. Accelerated growth and engagement. On the commercial side, improved account visibility and data quality shortened sales cycles and supported more targeted engagement. The global marketing director at a healthcare provider estimated that access to complete, real‑time data reduced sales cycles from approximately three months to as little as one month in some scenarios by enabling more targeted, informed conversations with healthcare professionals. The interviewee reported, “With better account insight, we shortened sales cycles dramatically — in some cases from several months down to about one month.” The interviewee reported year‑over‑year revenue growth of approximately 7% to 9%, driven in part by increased wallet share with existing customers enabled by better data visibility and segmentation. “We have a single patient experience view with accurate data, and that investment paid for itself in under three years.” Director of IT, medical device manufacturer TOTAL ECONOMIC IMPACT ANALYSIS For more information, download the full study: “The Total Economic Impact™ Of Salesforce Industry Clouds,” a commissioned study conducted by Forrester Consulting on behalf of Salesforce, August 2026. Study Findings While the value story above is based on two interviews, Forrester interviewed 11 total representatives at organizations with experience using Salesforce Industry Clouds and combined the results into a three-year financial analysis for a composite organization. Risk-adjusted present value (PV) quantified benefits for the composite organization include: Productivity gains of 5% from improved workflows and unified data. Licensing savings of $3.5 million from decommissioned legacy systems. Top-line revenue growth of 6% from improved sales velocity and cross-sell. Customer churn reduction resulting in 10% of at-risk revenue retained. Avoided 20% revenue leakage from costs with improved forecasting. Savings of $100,000 per audit cycle. 122% Return on investment (ROI) $36.5M Net present value (NPV) Appendix A Endnotes ¹ Total Economic Impact is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists solution providers in communicating their value proposition to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of business and technology initiatives to both senior management and other key stakeholders. Summarize with AI Get an instant summary of this study, shaped for how you'll use it. Pick a focus to begin. Summaries are AI-generated and do not represent an endorsement by Forrester. Check key figures against the full study. Get an instant summary of this study, shaped for how you'll use it. Pick a focus to begin. Summaries are AI-generated and do not represent an endorsement by Forrester. Check key figures against the full study. Starter Prompt Copied! Copy Summaries are AI-generated and do not represent an endorsement by Forrester. Check key figures against the full study. [CONTENT] Disclosures Readers should be aware of the following: This study is commissioned by Salesforce and delivered by Forrester Consulting. It is not meant to be used as a competitive analysis. Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly advises that readers use their own estimates within the framework provided in the study to determine the appropriateness of an investment in Salesforce Industry Clouds. Salesforce reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the study and its findings and does not accept changes to the study that contradict Forrester’s findings or obscure the meaning of the study. Salesforce provided the customer names for the interviews but did not participate in the interviews.

[CONTENT]

Salesforce commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Industry Clouds.¹ This spotlight will focus on the healthcare sector’s use of Salesforce Agentforce Health Cloud and its value to these organizations based on the experiences of the following interviewees:

A global marketing director at a North American healthcare provider with $2.3 billion in revenue.
A director of IT at a global medical device manufacturer with $6.9 billion in revenue.

Large healthcare organizations operate in highly regulated, data‑intensive environments. They manage complex relationships across patients, providers, payers, care teams, and commercial stakeholders while operating under strict regulatory, privacy, and compliance requirements. As a result, they rely heavily on accurate and integrated data to support patient engagement and care coordination.

Despite investments in CRM systems, analytics tools, and point solutions, interviewees struggled with fragmented patient and customer data, disconnected workflows, and inconsistent experiences across channels and sites before using Salesforce Agentforce Health Cloud. Data was frequently spread across electronic health record (EHR) systems, CRM platforms, call centers, spreadsheets, and third‑party applications that did not communicate effectively. For the interviewees’ organizations, this fragmentation limited visibility, increased manual effort, slowed decision‑making, and made it difficult to deliver a seamless digital front‑door experience or scale initiatives across a growing enterprise.

Salesforce Agentforce Health Cloud addressed these challenges by centralizing patient, provider, and customer data on a healthcare‑specific CRM platform. Interviewees used Agentforce Health Cloud to unify fragmented data sources, enable more personalized engagement, and support coordinated workflows across sales, marketing, service, and clinical support teams.

By integrating with existing EHR systems, analytics platforms, and other Salesforce clouds, Agentforce Health Cloud provided a 360‑degree view of patients and healthcare professionals, enabling interviewees’ organizations to move away from spreadsheet‑driven processes and manual reconciliation. Interviewees also highlighted Agentforce Health Cloud’s out‑of‑the‑box healthcare data models, reporting, and compliance‑ready architecture as key enablers that reduced the need for custom development while supporting scalability and regulatory requirements.

14,000 to 15,000

IT hours saved per year by eliminating reconciliation and redundant systems per the director of IT, medical device manufacturer

Investment Drivers For The Healthcare Sector

The interviewees’ organizations adopted Salesforce Agentforce Health Cloud to improve data visibility, reduce manual effort, and deliver more consistent, personalized experiences for patients and healthcare professionals. The following summarize the main investment drivers:

Fragmented systems constrained patient and provider experiences. The global marketing director at a healthcare provider described legacy environments where patient, physician, and customer data was fragmented across CRM systems, claims systems, call centers, spreadsheets, and homegrown tools. This fragmentation resulted in inconsistent and outdated records, siloed teams, incomplete context during interactions, and limited ability to personalize engagement. The interviewee explained that without a unified system, teams did not have confidence in the accuracy of their data: “We didn’t have any single view. It was inconsistent and outdated, and teams were operating in silos.” The director of IT at a medical device manufacturer noted: “We wanted to create an experience similar to airlines or banking where patients can message their care team, manage appointments, handle billing, and coordinate care in one place. We just didn’t have connected systems to do that.” Without a unified platform, teams struggled to deliver seamless experiences or gain a complete view of patient interactions.
Manual processes increased costs and slowed decision-making. The interviewees’ organizations relied on spreadsheets and manual reconciliation to understand activity across sites, accounts, and service lines. Enterprise-level visibility required employees to extract and reconcile data from multiple systems, increasing labor costs and delaying insights. The director of IT at a medical device manufacturer explained, “If you were responsible for multiple hospitals, you were logging into several systems or exporting data into Excel just to understand what was happening.” The global marketing director at a healthcare provider echoed similar challenges on the commercial side, noting that manual reconciliation of fragmented data led to inconsistent follow-ups and delayed outreach.
Limited ability to use data for forecasting and growth. Without a trusted, centralized data foundation, interviewees said their teams struggled to forecast demand, plan engagement, and allocate resources effectively. Decisions were often based on partial information or intuition rather than real-time insights. The director of IT at a medical device manufacturer said: “Before, we were making decisions based on partial data or intuition. With Agentforce Health Cloud, we can actually see utilization and demand patterns across service lines.”

20% to 30%

Reduction in follow-up time as reported by the global marketing director, healthcare provider

Agentforce Health Cloud Features

The interviewees’ organizations chose to invest in Agentforce Health Cloud for the following reasons:

Healthcare-specific data model and a 360-degree patient view. The director of IT at a medical device manufacturer emphasized that Agentforce Health Cloud’s industry-specific data model reduced the need for custom development and accelerated time to value. Out-of-the-box support for patient profiles, encounters, and healthcare data standards enabled their organization to consolidate information quickly. The interviewee said: “Patient profiling, visits, encounters, and HL7 and FHIR data feeds — those were all available out of the box, which saved us a huge amount of custom development.”
Centralized, omnichannel engagement platform. Interviewees said that Agentforce Health Cloud provided a standardized engagement layer that supported consistent messaging and outreach across digital and human channels. Rather than building engagement workflows from scratch, teams were able to focus on refinement and adoption. The director of IT at a medical device manufacturer explained: “The cadence of messaging and engagement was already there. We could focus on fine tuning instead of building everything from scratch.” Interviewees consistently referenced the importance of the “digital front door” as a strategic priority, particularly as patient expectations for digital access continued to rise. From an organizational perspective, Agentforce Health Cloud served as a core platform for enabling digital-front-door initiatives by integrating engagement, data, and workflow capabilities into a single environment through existing Salesforce clouds and middleware such as Service Cloud and MuleSoft. Agentforce Health Cloud acted as the core digital operating system, providing a unifying layer that enabled patient access modernization while ensuring comprehensive continuity across all care settings.
For clients or patients, interviewees said Agentforce Health Cloud enabled self‑service, proactive outreach, and coordinated engagement across channels.
Unified analytics foundation for forecasting and planning. The interviewees highlighted the importance of trusted, real-time data for decision-making. Agentforce Health Cloud enabled their teams to analyze utilization, engagement, and account activity to support forecasting and growth initiatives. The global marketing director at a healthcare provider noted: “It’s cleaner, more reliable data. It’s proactive instead of reactive, and it helps us make decisions with confidence rather than guessing.”

“The quality of the leads, the accounts, the opportunities — we’re able to analyze that much more deeply with Agentforce Health Cloud, which allows faster time to market.”

Global marketing director, healthcare provider

Key Results For The Health Sector

The results of the investment for the interviewees’ organizations include:

Improved operational efficiency and employee productivity. After implementing Salesforce Agentforce Health Cloud, the interviewees’ organizations reduced manual effort, eliminated redundant processes, and improved productivity across sales, marketing, analytics, and IT teams.

Decreased redundant work. By consolidating systems and eliminating manual reconciliation, the healthcare provider reduced redundant work across teams. The director of IT at a medical device manufacturer estimated, “We saved about six to seven full-time employees’ worth of effort — roughly 14,000 to 15,000 hours a year — just by eliminating reconciliation and redundant systems.”
Faster access to information and action. With a unified data model, employees were able to access information more quickly and act on insights without switching between systems. The director of IT at a medical device manufacturer explained: “What used to take minutes now takes seconds. Access to information is essentially 100% faster than before.”
Reduced follow‑up time and rework through unified data access.
The global marketing director at a healthcare provider estimated: “By having Salesforce Agentforce Health Cloud, we’re able to save anywhere from 20% to 30% in follow-up time. When you look at rework due to incomplete or outdated data, there are missed appointments, there are duplicated calls, there is incorrect outreach. Using Agentforce Health Cloud means there is around a 10% to 25% reduction in rework. When we look at lagging insights because of manual reporting, that’s about 5 to 10 hours per manager per week saved with automated reporting.”

Improved patient and customer experience. Interviewees said that Agentforce Health Cloud enabled more consistent, timely, and personalized engagement for patients and healthcare professionals.

Reduced friction for patients with improved information access. The director of IT at a medical device manufacturer reported that accessing patient information was “100% faster” than in the prior environment, with staff saving anywhere from seconds to minutes per interaction by avoiding manual searches across disconnected systems. On the patience experience side, wait time decreased.
Supported digital-front‑door initiatives and self‑service capabilities. The global marketing director at a healthcare provider said that Agentforce Health Cloud enabled their organization to support digital engagement for scheduling, messaging, and information access. While the self-service option was only recently implemented, Agentforce Health Cloud established a foundation for self-service success, supporting digital engagement for scheduling, messaging, and information access. The platform delivered measurable initial results, reducing inbound call volume by 2% to 3% and establishing clear KPIs for future scaling.
Service-line optimization with improved forecasting. The global marketing director at the healthcare provider said Agentforce Health Cloud data enabled them to identify demand imbalances and reallocate resources more effectively, improving patient access and operational performance. The director of IT at a medical device manufacturer noted, “We’ve reduced referral and treatment timelines by two to three months in some service lines by identifying demand and reallocating resources faster.”

Reduced costs and avoided investments. After deploying Agentforce Health Cloud, interviewees consolidated tools and avoided custom development.

Eliminated third‑party applications and reduced licensing costs. The director of IT at a medical device manufacturer estimated that discontinuing third‑party point solutions resulted in annual savings ranging from approximately $500,000 to $700,000.
Avoided multimillion‑dollar custom development and platform investments. The global marketing director at a healthcare provider estimated that replacing Agentforce Health Cloud with alternative enterprisegrade solutions to deliver similar functionality would have required approximately $3 million to $3.5 million annually in software and services. Agentforce Health Cloud helped avoid these costs by providing healthcare‑specific capabilities out of the box.

Improved revenue performance and growth enablement. Interviewees reported that Agentforce Health Cloud supported faster execution and improved commercial performance.

Accelerated growth and engagement. On the commercial side, improved account visibility and data quality shortened sales cycles and supported more targeted engagement. The global marketing director at a healthcare provider estimated that access to complete, real‑time data reduced sales cycles from approximately three months to as little as one month in some scenarios by enabling more targeted, informed conversations with healthcare professionals. The interviewee reported, “With better account insight, we shortened sales cycles dramatically — in some cases from several months down to about one month.” The interviewee reported year‑over‑year revenue growth of approximately 7% to 9%, driven in part by increased wallet share with existing customers enabled by better data visibility and segmentation.

“We have a single patient experience view with accurate data, and that investment paid for itself in under three years.”

Director of IT, medical device manufacturer

TOTAL ECONOMIC IMPACT ANALYSIS

For more information, download the full study: “The Total Economic Impact™ Of Salesforce Industry Clouds,” a commissioned study conducted by Forrester Consulting on behalf of Salesforce, August 2026.

Study Findings

While the value story above is based on two interviews, Forrester interviewed 11 total representatives at organizations with experience using Salesforce Industry Clouds and combined the results into a three-year financial analysis for a composite organization. Risk-adjusted present value (PV) quantified benefits for the composite organization include:

Productivity gains of 5% from improved workflows and unified data.
Licensing savings of $3.5 million from decommissioned legacy systems.
Top-line revenue growth of 6% from improved sales velocity and cross-sell.
Customer churn reduction resulting in 10% of at-risk revenue retained.
Avoided 20% revenue leakage from costs with improved forecasting.
Savings of $100,000 per audit cycle.

122%

Return on investment (ROI)

$36.5M

Net present value (NPV)

Appendix A

Endnotes

¹ Total Economic Impact is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists solution providers in communicating their value proposition to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of business and technology initiatives to both senior management and other key stakeholders.

Summarize with AI

Get an instant summary of this study, shaped for how you'll use it. Pick a focus to begin.

Summaries are AI-generated and do not represent an endorsement by Forrester. Check key figures against the full study.

Get an instant summary of this study, shaped for how you'll use it. Pick a focus to begin.

Summaries are AI-generated and do not represent an endorsement by Forrester. Check key figures against the full study.

Disclosures

Readers should be aware of the following:

This study is commissioned by Salesforce and delivered by Forrester Consulting. It is not meant to be used as a competitive analysis.

Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly advises that readers use their own estimates within the framework provided in the study to determine the appropriateness of an investment in Salesforce Industry Clouds.

Salesforce reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the study and its findings and does not accept changes to the study that contradict Forrester’s findings or obscure the meaning of the study.

Salesforce provided the customer names for the interviews but did not participate in the interviews.