Case Study: GEP achieves 5% SLA improvement and 23% faster case resolution with Salesforce Service Cloud

GEP tackles COVID-19 disruptions for customer global supply chains with Salesforce

GEP, a provider of procurement and supply chain software and services, runs the GEP SMART™ unified source-to-pay platform that must be available 24/7 for global customers. During COVID‑19 the company faced diverse customer crises—from sudden demand spikes to supplier breakdowns—while rapidly moving agents to work-from-home and absorbing a 9% rise in case volume without disrupting service or SLAs.

GEP leveraged Salesforce Service Cloud, Community Cloud and Tableau CRM to deliver omni-channel support, a self-service Success Portal, live chat and chatbots, plus strengthened training and knowledge resources. That approach kept GEP SMART™ always on, improved SLAs by 5%, cut case resolution time by 23%, and sustained customer satisfaction at about 96% while enabling faster, more automated and scalable support.

GEP

Sandeep Nayar

Director