Case Study: a fast-growing D2C eCommerce brand achieves 35% better order support efficiency with Hyperlink Infosystem’s Salesforce Service Cloud

a fast-growing D2C eCommerce brand improves order support efficiency by 35% with Hyperlink Infosystem

The fast-growing D2C eCommerce brand was struggling with a fragmented, multi-channel customer support operation that could not handle its volume of over 10,000 daily orders. This led to slow response times, inefficient refund processing, and a high volume of support tickets. To address these challenges, the brand partnered with Hyperlink Infosystem for a solution using Salesforce Service Cloud.

Hyperlink Infosystem implemented Salesforce Service Cloud to unify all customer support channels into a single omnichannel platform. The solution included automated ticket creation, intelligent case routing, a self-service portal, and refund workflow automation. This resulted in a 50% reduction in response times, a 40% acceleration in refund processing, and a 35% drop in support ticket volume, significantly improving operational efficiency and customer satisfaction.