An Agentforce SDR Agent Transforms Lead Engagement for A Tech Company that Provides Software for Automotive Partners

The Challenges

Our client offers OEMs and dealerships the ability to achieve better results through the unique combination of an end-to-end, integrated platform, proprietary data analytics, and a full range of marketing agency services. 

Their customer lifecycle software includes powerful digital marketing and social media tools, along with advanced scheduling, service lane, and internal workflow technology. 

Before partnering with Kelley Austin, the company faced significant hurdles in its sales development process such as:

Delayed Lead Follow-up: The majority of leads were inbound, but without a dedicated SDR/BDR team, it often took days for sales reps — frequently on the road — to respond.

Manual Lead Management: Leads entered through HubSpot were manually converted into Sales Cloud contacts and opportunities. The admin team verified leads before routing them, creating additional lag time.

Missed Opportunities: Warm leads who were ready to engage or book demos often lost momentum due to delays in outreach.

These challenges limited the company’s ability to quickly engage prospects, answer preliminary product questions, and seamlessly transition interested leads into scheduled sales meetings.

The Solution

To address these inefficiencies, Kelley Austin implemented an Agentforce SDR Agent. The SDR Agent automates the early stages of prospect engagement and ensures leads are followed up with quickly and consistently.

Key elements of the Agentforce solution we implemented include:

Automated Email Outreach: Within an hour of qualifying, the SDR Agent generates personalized emails leveraging Salesforce data, HubSpot form details, and product knowledge articles.

Intelligent Engagement: Prospects receive timely responses to product inquiries, links to book demos directly on sales reps’ calendars, and rep contact information.

Seamless Handoff: When prospects are ready to engage, the SDR Agent CCs the appropriate sales rep to ensure visibility and continuity.

Re-engagement Capabilities: If a prospect doesn’t respond, the SDR Agent sends polite nudge emails. All outreach is fully controllable by the company’s team, with the ability to reschedule, cancel, or exclude records through an “emergency stop” function.

Lead Assignment Automation: Updated Salesforce Lead Assignment Rules ensure new leads are routed to the correct Regional VP so the SDR Agent knows whose calendar to book.

Knowledge Base Integration: By grounding the SDR Agent in Salesforce Knowledge articles and product data, the company ensured the AI could provide accurate, business-specific responses to prospects. This library can be expanded over time as new products and materials are introduced.

Engagement Guardrails: Rules were implemented to define when and how the agent communicates, aligning AI activity with the company’s brand voice and business strategy.

Customer Impact

The implementation of the SDR Agent created a step-change in how the company approaches lead management and early-stage sales engagement. What was once a slow, manual, and inconsistent process has now become a streamlined, AI-powered workflow that ensures every qualified lead receives timely, personalized outreach. 

"Garrett went above and beyond with every aspect of the project. He was very responsive with any questions and always provided a fast response. The time he took to create videos of work as the project progressed was very helpful."
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— Senior Sales & Marketing Operations Analyst

By introducing automation at the top of the funnel, the company has strengthened prospect engagement, and provided sales reps with more meaningful conversations to convert. Key benefits of implementing the SDR Agent include:

Faster Response Times: Warm leads now receive responses and demo scheduling opportunities within hours rather than days when sales reps are on the road.

Reduced Manual Workload: Sales reps no longer need to spend time on repetitive tasks like answering FAQs, sending calendar links, or chasing initial outreach.

More Qualified Conversations: By the time sales reps engage, prospects are better informed and already interested in the company’s solutions.

Scalable Growth: The company can now handle higher lead volumes without needing to expand its SDR headcount immediately.

Agentforce has redefined how the company’s sales team operates. By eliminating bottlenecks in lead conversion and ensuring no opportunity slips through the cracks, the company is better positioned to scale its growth strategy and strengthen its competitive advantage.

Sales reps can now dedicate their time to building trusted relationships and closing business, while the SDR Agent works in the background to keep the pipeline moving forward. This transformation not only reduces inefficiencies but also empowers the company to deliver a more consistent, responsive, and high-quality experience to its prospects and partners.