Case Study: Picnic scales customer service internationally with Vaneigens and Salesforce Service Cloud

Picnic reduces employee interactions from 27 to 8 with Vaneigens

Picnic, a Dutch online supermarket, needed to scale its customer service operations to support its rapid growth and international expansion plans. They partnered with Vaneigens to initially implement a Computer Technology Integration (CTI) solution and subsequently migrate from Zendesk to Salesforce Service Cloud to create a more scalable platform.

Vaneigens designed and implemented an integrated ecosystem on Salesforce Service Cloud, which consolidated all customer service touchpoints into a single interface for agents. This solution significantly streamlined operations, reducing the number of employee interactions for common tasks from 27 to 8. The new platform also established a primarily digital contact center, with 90% of inquiries handled via the app and social media, drastically reducing the need for large numbers of staff and preparing Picnic for international growth.

Picnic