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THE BOTTOM LINE

Salesforce ROI case study: Food Delivery Company

A food delivery company deployed Salesforce Service Cloud to complement its existing Sales Cloud implementation in order to leverage more agile technologies, increase customer service operational efficiency, and improve overall customer satisfaction. The successful project allowed the company to replace its form-based customer comment program with direct chat lines to agents in real time, improving overall agent productivity by 25 percent. The organization also saw a dramatic reduction in service cases and was able to retire a legacy customer service software subscription. Overall, customer, delivery agent, and vendor retention has improved by 10 percent since moving to Salesforce, and customer satisfaction has increased by 15 percent.