Uber Eats consolidated 30+ fragmented support systems into Salesforce to handle the surge in delivery orders during the pandemic. The platform automated dispute resolution and refunds for restaurants, letting merchants focus on survival instead of paperwork.
Being an immigrant to this country, it's always a dream come true to own your own business. I love working in a restaurant. I love the chaos. I love my customers.
If we put ourselves in the shoes of a restaurant owner, not only do they have to figure out how to make really good food, but also figure out how to become digitally savvy in today's world. Uber Eats is a platform that is powered by merchants. So it is extremely critical for us to do everything in our power to make their lives easy.
When the pandemic hit, it was pretty tough. We really had to think about how we were going to reach our customers now that people were not coming into the area and staying home.
When Covid hit, we had about 30 plus support systems in place with 30 plus workflows. It was very disjointed.
We had to rethink our focus and have it in one centralized system, which led to us moving to Salesforce.
Customer360 does a great job on building an ecosystem around a customer.
We wanted to have a seamless integration that expedited refunds or credits.
The legacy process was very fragmented. Using Salesforce, we basically automated all the manual steps. We leveraged flows, lightning web components, a lot of other Salesforce features to build these automations.
By providing them that automation, as opposed to staying on call with Uber for a long time to resolve the dispute, they can do it within a matter of seconds.
Being able to reach our customers through Uber Eats really saved our business.
They know that their success is our success and our success is their success.
We want to make sure that everything we do has the customer and the merchant in mind.
I want them to feel like we are taking care of them and making their lives a little bit easy every day.
