Case Study: Snapdeal achieves 50% faster case resolution and 30% higher customer satisfaction with Salesforce Service Cloud

Snapdeal delivers personalised experiences to its customers and merchants with Salesforce

Snapdeal, one of India’s largest online marketplaces, needed to scale customer and merchant experiences as mobile-driven e‑commerce rapidly grew. The company faced two core challenges: onboarding merchants faster and creating a single, integrated view of customers and their history to improve response times and service quality.

By deploying Salesforce Service Cloud with Communities, Partner Communities, Knowledge and Live Agent, Snapdeal streamlined onboarding, automated ticket routing and gave agents a unified dashboard for real‑time customer data. The result: cases are resolved 50% faster, customer satisfaction rose 30%, 300,000+ sellers were onboarded more smoothly, and data accuracy, throughput and agent productivity all improved.

Snapdeal