Story
Salesforce
RakutenSalesforce Supports Service Operations at Rakuten
Rakuten, an information technology organization in Japan, uses Sales Cloud from Salesforce to support customer service operations for agents and team leads.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because case handling has a clear owner |
| Risk and compliance | Sales Cloud is the governed place agents and team leads use for customer service operations |
| Capability | New joiners can see how customer service operations actually runs |
Story
Rakuten is based in Japan and runs information technology operations at a scale where case handling cannot live in side channels. Agents and team leads were reconciling competing copies of the same work, which slowed customer service operations and hid who owned the next step.
The company runs customer service operations on Salesforce, with Sales Cloud as the product agents and team leads actually open. Salesforce is the enterprise customer relationship platform for sales, service, marketing, and customer data, with Slack as the collaboration layer. For Rakuten, that means agents and team leads can open one workflow, see case handling, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for case handling.
