Case Study: redBus achieves 70% faster case resolution and global expansion with Salesforce Service Cloud

Successful bus ticketing platform redBus goes global with Salesforce

redBus, the world’s largest online bus ticketing platform, serves more than 40 million customers and has handled over 180 million trips across India and several international markets. Rapid growth exposed limits in its homegrown CRM: customer channels and service cases weren't integrated, there was no multi‑language or real‑time booking support, and internal DevOps responsibility slowed expansion and made consistent customer experience difficult.

redBus implemented Salesforce Service Cloud (with Sales Cloud for lead management) to unify voice, email and chat, stream real‑time booking data to agents, and push operational updates to customers. The platform delivered a 70% improvement in case resolution time, a 13‑point increase in CSAT, faster response times without adding headcount, and a repeatable, scalable playbook for rolling out customer service in new countries.

RedBus

Udit Gupta

Product Manager – Customer Experience and Payments