A Manufacturing & Distribution Software Company Transforms Support Operations with Agentforce and Einstein

The Challenges

As a leading provider of process manufacturing and distribution software, our client in the Tech Industry has long helped its clients use data as a competitive advantage. When they came to Kelley Austin, they were looking to enhance their service operations with Salesforce. 

The company’s support team struggled with prioritizing inbound cases and manually identifying critical issues across a growing customer base. Additionally, their existing third-party AI tool lacked the scalability and agility needed to support evolving service demands and integrate seamlessly within Salesforce.

Service agents were spending too much time on repetitive tasks like drafting responses and locating relevant case history, slowing down resolution times and impacting the customer experience.

The Solution

Kelley Austin partnered closely with the company to deliver custom Agentforce solutions that integrate seamlessly into their existing Salesforce environment. In addition to Agentforce, we implemented several Einstein for Service capabilities to enhance the company’s service operations. Key elements of the Salesforce AI solutions we implemented include:

Transitioning from a Third-Party AI Agent Tool to Agentforce

The company previously used a third-party AI Agent tool, The Loops, which was replaced by Agentforce. This move addressed scalability issues and supported our client’s goal of consolidating tools within Salesforce for better unification and agility.

Agentforce: AI-Powered Case Prioritization, Similar Case Recommendations, & Active Cases / Account Summaries

Our team implemented an internal Agentforce Service Agent to help service reps work more efficiently and focus their attention where it matters most. 

We built a custom scoring model that analyzes inbound email sentiment — such as positive, negative, or urgent — and evaluates the business impact of the request, including whether it's affecting multiple users or tied to a strategic account. Each case is assigned a score, enabling the AI Agent to quickly identify and share with service reps the most critical issues first.

To further enhance productivity, we developed a custom Service Agent action that, when prompted with “What should I work on today?”, automatically pulls and presents the highest-priority cases based on this scoring model. This proactive triaging ensures that no urgent customer issue falls through the cracks and empowers service teams to deliver faster, more responsive support.

In addition to prioritization, we also created a custom Service Agent action that accelerates case resolution by surfacing the top five most similar historical cases. By analyzing case type, category, subject, and problem statement, the AI Agent identifies past issues with relevant solutions and presents them to the human service agent in real time. This reduces time spent searching for answers, improves consistency in responses, and enables agents to resolve cases more confidently and efficiently.

Einstein for Service

Einstein for Service features were also implemented to streamline service tasks, including automated email draft responses, pre-filled knowledge articles, and pre-population of resolution fields like problem statements and troubleshooting steps. With Einstein doing the heavy lifting for service agents, teams can respond faster, reduce manual effort, and ensure more consistent and accurate case resolutions. 

By leveraging AI-generated responses and auto-populated fields, service agents spend less time on repetitive administrative tasks and more time solving complex customer issues. This not only improves agent productivity, but also shortens response and resolution times — leading to a better customer experience.

Customer Impact

To improve support team productivity and enhance the customer experience, we integrated Agentforce and Einstein for Service into our client’s Salesforce environment. The result of the project was a major operational shift — moving away from separate systems to a smarter, AI-powered support model on a single unified platform.

“I have nothing but great things to say about the Kelley Austin team. Akemi was great with creative problem solving and Hayden did well keeping everyone updated.”

- VP, Customer Support

By replacing a third-party AI tool with native Salesforce solutions, the company not only simplified its tech stack but also unlocked powerful automation and prioritization capabilities that directly benefit both service reps and customers. Key benefits of these Salesforce AI solutions include:

Faster Case Resolution: By intelligently surfacing the most urgent and contextually relevant cases, the team has significantly reduced resolution times and can focus on high-impact issues first.

Reduced Manual Work: Time-consuming, repetitive tasks have been automated with Einstein, giving service reps more time to deliver personalized, high-quality support experiences.

Scalability with Salesforce-native AI Tools: Replacing the company’s third-party AI tool, The Loops, with Agentforce and Einstein helped streamline operations, reduce system complexity, and support the company's long-term growth strategy.

Unified Tech Stack: Consolidating tools within Salesforce improved team alignment, reduced training and maintenance, and positioned the company for easier innovation and expansion.

Increased Customer Satisfaction & Trust: Faster responses, more accurate resolutions, and a proactive support model have elevated the customer experience — reinforcing the company’s reputation as a leader in both products and service.

These enhancements have had a direct and positive impact on our client’s customers. Faster response times, more accurate resolutions, and a proactive approach to support have strengthened customer trust and satisfaction — reinforcing the company’s position as a leader not just in the products it provides, but also in the service experience it delivers.

With Agentforce and Einstein now central to their support operations, our client is better equipped to scale efficiently while delivering consistently excellent customer experiences. The transition marks not just a technology upgrade, but a strategic investment in service excellence and long-term customer loyalty.