Charles River Laboratories faced inefficiencies in customer service operations due to fragmented communication across multiple teams using Outlook, leading to poor visibility, delayed responses, and lack of performance tracking. Apps Associates implemented a Salesforce-based case management system that centralized communications, automated email routing, and integrated a knowledge base for consistent responses. The solution provided real-time visibility into customer interactions, improved collaboration across teams, and enabled KPI tracking for better decision-making. As a result, response times improved, employee productivity increased, and both customer and employee experiences were enhanced, creating a scalable foundation for continued operational growth.

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