Case Study: Charles River Laboratories achieves streamlined customer service operations with Salesforce and Apps Associates

Charles River Laboratories, Inc., Streamlines Customer Service Operations with Salesforce

Charles River Laboratories needed a more consolidated customer service case management system to replace scattered Outlook inboxes across multiple teams. The lack of shared visibility made it hard to track customer communications, manage workload, access knowledge, and measure KPIs, while also slowing responses and creating frustration for staff and customers. Charles River turned to Apps Associates and Salesforce to address these challenges.

Apps Associates helped Charles River migrate its case management from Outlook to Salesforce Cases, move its knowledge base into Salesforce, and add queue alerts and enhancements. The new solution automatically routes customer emails to the right account contacts, improves visibility across teams, and makes response times, productivity, and staffing needs easier to track. Charles River said the project was delivered on time and on budget, and the team reported better access to information, improved efficiency, and a stronger foundation for future growth.

Charles River Laboratories

Sarah Warren

Director of Client Relations and Strategic Business Innovation