Case Study: NJ TRANSIT achieves faster responses and doubles case capacity with Salesforce

Making every customer experience a great one

NJ TRANSIT, which moves roughly 900,000 riders daily and more than 250 million passengers a year across buses, trains and light rail, struggled with fragmented customer communications — responses varied by phone, email and web, duplicate inquiries wasted agent time, and issue resolution could take up to a week. The agency needed a single, web-based system to consolidate customer contacts, speed responses, and surface trends from thousands of annual complaints and feedback.

By implementing Salesforce Service Cloud, Marketing Cloud and a custom app on the Salesforce Platform, NJ TRANSIT centralized about 55,000 cases a year, automated routing to specialists, enabled staff collaboration via Chatter, and monitored social channels per service line. The result: response time fell from a week to under three days, the agency now handles twice as many cases without adding staff, and real-time reporting helps spot and fix problems faster while improving overall customer experience.

NJ Transit

Anthony Grieco

Senior Director Customer Service & Transit Information