Case Study: DTDC scales customer service and cuts case resolution time by 50% with Salesforce

DTDC innovates service as it pursues 2020 vision for growth

DTDC, founded in Bangalore in 1990, has grown into India’s largest last‑mile delivery network with over 11,000 franchisees and 12 million parcels a month, and set a goal to become a 50 billion INR business by 2020. Rapid growth and rising customer expectations exposed a major challenge: scaling support. Six hundred service reps were managing cases via email and spreadsheets, leaving no way to track performance, benchmark metrics, or resolve issues quickly.

DTDC consolidated service on Salesforce Service Cloud, added a franchisee portal and the Smart Track app, and later implemented Sales Cloud for a single customer view. The platform enabled case tracking and SLAs, giving managers actionable metrics and reps the tools to resolve issues faster — closing cases 50% quicker — while improving customer experience, trust, and sales productivity through better alignment of sales and service.

DTDC

Mrinal Chakraborty

Executive Vice President, Technology and Innovation