Case Study: CitySprint achieves 35% faster customer responses and 28% more case capacity with Salesforce

CitySprint packages up great customer service with Salesforce

CitySprint is a UK same-day courier with 700+ employees that delivers more than 15 million urgent and specialised parcels a year across 33 service centres. After rapid growth and acquisitions the company faced fragmented systems and processes that made it hard to see the full customer lifecycle, respond quickly to delivery problems, and align sales, marketing and customer service.

CitySprint implemented Sales Cloud, Service Cloud and Pardot, integrated with its booking and contact platforms (including CityTrack and NewVoiceMedia), and rolled out targeted training to drive adoption. The new platform centralised support operations, improved sales and marketing visibility, and sped up service: responses are 35% faster, the team handles 28% more case work with the same headcount, and marketing engagement rose 17%, enabling better, more personalised customer conversations.

CitySprint

Rosie Bailey

Business Development Director