Case Study: Cleartrip achieves faster, more personalised customer service and 95% SLA compliance with Salesforce

Cleartrip uses technology to soar to new heights

Cleartrip, a leading online travel agency in India and the Middle East, wanted to simplify and personalise the booking experience but was hindered by fragmented back-end systems: five offices and call centres ran different CRMs, teams relied on email to hand off cases, and customer data was incomplete, causing delays, errors and poor visibility into customer interactions and preferences.

Cleartrip implemented Salesforce Service Cloud to unify customer interactions, automate workflows and give agents a single view of cases. As a result teams now handle more calls with faster, personalised responses, resolve 95% of cases within SLAs and close 80–85% of queries on the first call; consolidated data also drives product improvements, better prioritisation and ongoing expansion efforts.

Cleartrip

Sukesh Shetty

Head of Corporate Business