Picnic. Customer service built to grow with the business
Picnic started with us on a three-week telephony proof of concept and moved from Zendesk to Salesforce Service Cloud as it grew. Agents now handle the app, social media and phone from one screen, and common tasks take 8 steps instead of 27.
Growing fast, in more than one country
Picnic is a Dutch online supermarket, founded in 2015 and the first in the Netherlands to deliver groceries for free. By 2023 it ran around 1,000 delivery vehicles in 120 cities.
Picnic first came to us for computer telephony integration (CTI) to scale its customer service team, which then worked in Zendesk. With fast growth and plans to expand abroad, it needed a platform that could scale: one design that each country runs on its own Salesforce instance, managed from headquarters.
The question: how do you build customer service that keeps customers happy and helps your people improve operations every day?
From proof of concept to a platform for every country
In 2019 we built a CTI proof of concept in three weeks and took it live, together with WhatsApp, inside Picnic's existing API landscape. The number of interactions an agent needed for common tasks dropped from 27 to 8.
As Picnic grew, it decided to move from Zendesk to Salesforce Service Cloud. Together we designed one connected setup for every customer service touchpoint, integrated with Picnic's backend and customer app, so agents work from a single interface.
We built feedback loops into the platform, so what customers tell Picnic flows back into daily operations.
The design is ready to repeat: each new country gets its own Service Cloud instance, run locally and managed from headquarters.
27 steps down to 8
The CTI integration cut the interactions agents need for common tasks from 27 to 8.
One interface for every channel
The app, social media and phone come together in Service Cloud, next to data from Picnic's backend.
Most contact without a call
Around 90% of questions come in through the app and social media, so the phone team can stay small.
Ready for new countries
Each country can run its own Salesforce instance on the same design, managed from headquarters.
- 8
- Interactions for common tasks, down from 27
- 90%
- Of questions come in through the app and social media
- 3
- Weeks to a live CTI proof of concept