Common Sense Media Cuts Case Reassignment by 70% and Reduces Resolution Time by 30%
Common Sense Media implemented Salesforce Service Cloud Case Management with Kander, clearing a 20,000+ case backlog and standing up automation, SLAs, and dashboards for sustainable Member Care.
| Client Name | Common Sense Media (CSM) |
|---|---|
| Industry | Education, Media Literacy & Child Advocacy Non-Profit |
Key Technologies
Kander® used Salesforce Service Cloud, case management automation, and SLA/dashboard tracking to help Common Sense Media clean up a 20,000+ case backlog, automate case routing, and give its Member Care team real-time visibility into support performance.
About the Client
Common Sense Media is a nonprofit organization that helps families, educators, and young people navigate media and technology more thoughtfully through age-based guidance, digital citizenship resources, and tools for safer technology use.
The Challenge
Common Sense Media’s Member Care team was managing support cases through manual processes, with limited automation, no consistent SLA or CSAT framework, and a backlog of more than 20,000 outdated cases. Without clearer routing, visibility, and reporting, the team faced delays, inefficiencies, and difficulty tracking support performance at scale.
How We Helped
Kander® Consult implemented Salesforce Service Cloud Case Management to give the Member Care team a cleaner, more structured support foundation.
Case Lifecycle Standardization: Defined case statuses and workflows so support requests could move through a consistent lifecycle.
Backlog Cleanup: Bulk-closed more than 20,000 outdated cases, creating a cleaner and faster working environment.
Automated Case Assignment: Built routing rules to send cases to the right queue or agent with less manual intervention.
SLA & Dashboard Tracking: Created real-time dashboards to monitor backlog, resolution time, trends, escalations, and SLA performance.
Scalable Support Foundation: Established the structure needed to support future CSAT tracking, Omni-Channel, Slack, and AI-enabled support.
The Impact
With Kander®’s support, Common Sense Media’s Member Care team reduced manual work, improved visibility, and created a more scalable support process.
70% fewer manual reassignments: Automated routing reduced the need for manual case movement.
30% faster resolution time: Tier 1 cases moved to closure more quickly.
25% increase in agent productivity: Less manual admin gave agents more time to focus on member support.
Real-time support visibility: Leaders gained clearer insight into backlog, trends, escalations, and team performance.
Foundation for future support innovation: Service Cloud now provides a stronger base for CSAT, Omni-Channel, Slack, and AI-enabled support.
Looking Ahead
With Salesforce Service Cloud in place, Common Sense Media is positioned to continue improving support operations, expand visibility into member care performance, and explore future innovation through CSAT, Omni-Channel, Slack, and AI-enabled support.
Need a Cleaner Way to Manage Support Cases?
Kander® helps teams use Salesforce Service Cloud to automate case routing, improve visibility, reduce manual work, and build scalable support operations.
