Case Study: Co-op boosts customer satisfaction and spend with Salesforce Service Cloud

Co-op boosts customer spend and satisfaction with personalised resolutions

The Co-op, one of the UK’s largest consumer co‑operatives with around five million members and a large retail and services estate, faced fragmented customer service across eight contact centres where advisors had to switch between systems, making information hard to find and limiting the ability to deliver personalised, memorable resolutions instead of simple refunds.

By implementing Salesforce (Service, Sales and Community Cloud) and integrating more than 10 systems, Co‑op unified service channels for ~250 advisors handling ~3 million queries a year, automated processes and used Trailhead for quick onboarding. The result: advisors handle 30% more cases per hour, contact centre costs fell over 20% in four years, membership query satisfaction hit 96%, basket spend after complaints rose 6%, and the platform enabled 300 customisations plus new community initiatives.

Co-op

Claire Carroll

Head of Sales and Service