Case Study: Junglee Games achieves 80%+ CSAT and 24-hour case resolution with Salesforce

Junglee Games provides a winning customer experience with Salesforce

Junglee Games, a fast-growing Indian skill-gaming company founded in 2012, put customer experience at the center of its expansion but faced limitations from a legacy CRM. Customer touchpoints (email, calls, in-game forms, live chat) were siloed, manual ticket handling was unsustainable, and the company needed a scalable, secure platform with strong customization and anti-fraud capabilities to consolidate data and deliver faster, proactive support.

The company implemented Salesforce Service Cloud to unify channels, provide a 360° customer view, automate routine cases and route issues to the right experts. This delivered an 18% improvement in service quality, a 15% reduction in customer interactions, a 40% increase in case automation, average resolution time cut from 48 to 24 hours, a 20% gain in agent efficiency (with further gains expected), and CSAT above 80%—all while supporting year-on-year growth of over 100% without an increase in support volume.

Junglee Games

Kapil Rathee

President