Snapdeal cuts case resolution time by 50% with streamlined, automated service

Snapdeal is a leading value-focused e-commerce platform that’s especially popular in non-metro cities across India. The company’s mission is to simplify shopping experiences by offering a wide range of high-quality products at affordable prices. Most of its products are priced below Rs 1,000 to cater to middle-income, budget-conscious shoppers who seek both quality and value.

Fragmented and manual service processes hinder efficiency

With the rise of affordable smartphones and high-speed internet, online shopping across India has surged. More consumers are turning to e-commerce platforms to buy products and services. Plus, they’re increasingly supporting home-grown brands.

All this is great news for Snapdeal. But as the company’s sales soar, service has to keep up. Customers expect prompt and personalised support. That starts by empowering service agents with the right tools and data.

“Previously, our service efficiency was hindered by a mosaic of manual processes and limited system integrations,” says Sandeep Singh Sachdeva, Head - Customer and Seller Experience. “That’s why we turned to Salesforce. Their comprehensive platform and robust integrations were just what we needed to elevate service experiences.”

A partner portal with streamlined service processes speeds up case resolution by 50%

With Salesforce Experience Cloud, Snapdeal has built an intuitive service partner portal where agents can manage 10,000+ customer queries a day in a streamlined, efficient manner. Queries that come in via phone, chatbots, and other channels are all captured on the partner portal.

Each service ticket is automatically classified and routed to the right agent who can then pull up the customer’s purchasing history, profile, preferences, and service interactions on one screen. With this contextual data, agents can personalise service interactions and address queries quicker.

There’s even a centralised knowledge repository with how-to articles and standard operating procedures to help agents assist customers more efficiently.

The result? Cases are now resolved 50% faster than before. And customer satisfaction has shot up by 30%.

Automation reduces merchant onboarding time from 2 days to less than 5 minutes

Snapdeal also uses Experience Cloud to onboard and engage with merchants seamlessly.

Merchants enjoy an automated and contactless onboarding process with fewer clicks from start to finish. Through API integrations, their data is automatically routed from Salesforce to various websites for KYC and penny drop verifications. This reduces merchant onboarding time from two days to less than five minutes.

Moreover, onboarding teams spend less time on client calls because all the data they need is on one platform.

“Lakhs of merchants have joined our marketplace since its inception,” says Sachdeva. “With Salesforce, they’re able to sign up faster, circumventing the need for back-and-forth communications. Even logistics and courier partners can easily collaborate with us now.”

Rich reports and analytics power strategic growth

As a data-driven organisation, Snapdeal relies heavily on Salesforce’s advanced analytics and automated reporting capabilities to make informed decisions. Management can easily access customer data and performance reports in real time through personalised dashboard views. This helps them take actionable steps to drive growth and efficiency.

Next: Use AI to win more value-conscious customers

Going forward, Snapdeal plans to explore new Salesforce features and opportunities that can help them enhance their operations.

The company is also investing in growth. They recently added 1,200 brands to their value-plus segment, and hope to introduce 500-1,000 more brands in the coming months.

“We believe that the future of e-commerce lies in the growth of the ‘value’ segment,” says Sachdeva. “Our goal is to capture a significant share of this market by focusing on unit economics and stringent quality checks, while also leveraging AI and other technologies to enhance the customer experience.”

No longer do service agents have to struggle with manual processes and inefficient tools. Snapdeal’s partner portal built on Salesforce provides automated service workflows, a unified customer view, and trusted knowledge articles to resolve service requests faster. With higher customer satisfaction and improved merchant experiences, Snapdeal is cementing its reputation as one of India’s top ecommerce brands.