Case Study: Sodexo achieves 99% of cases closed within 14 days with Salesforce

Sodexo champions stakeholder delight with Salesforce

Sodexo BRS India, a leading provider of digital employee benefits serving 11,000+ corporate clients and nearly 3 million employees, needed to modernize how it managed customer interactions. Rapid digital adoption and a portfolio that includes Meal Pass and multi-benefit solutions exposed limits in a fragmented CRM landscape: sales teams accessed multiple systems, lacked a single customer 360 view, and could not reliably track funnel progression or deliver consistent omni-channel service.

By implementing Salesforce Sales Cloud and Service Cloud, Sodexo consolidated sales and service data into a mobile customer 360, introduced unified case routing and a Knowledge Base, and gave leaders data-rich dashboards. The outcome: 100% sales-team adoption, faster and more personalized interactions, cases over a month dropping from 5.3% to 2.7%, and 99% of cases now closed within 14 days (up from 85%), enabling better decisions, operational stability, and growth.

Sodexo

Priya Dronadula

VP IT & Operations