Success Story #WinningWithPartners

Empowering efficient customer support with

Agentforce to speed up case resolution Reduced issues

Challenge 30% requiring specialist

support
The customer, a mid-sized IT company based in the APAC region with about 4,000 employees, sought to
improve efficiency, scalability, and speed to market through product and technology enhancements. They aimed
to enhance service channels and extend self-service to social media using a GenAI chatbot for quick, of messages handled by the
conversational responses. Using a mix of commercial and custom-built LLMs for generative service, a key 75% customer support social
media team eliminated
challenge was thoroughly evaluating available LLM technology before beginning the build.
Solution decrease in time spent
Customer partnered with Slalom and Salesforce to implement a GenAI solution integrated into their Salesforce monitoring the Facebook
environment. The system, connected to Facebook Messenger, ensures a consistent experience with Salesforce's
80% Messenger social media
channel
Digital Engagement and Einstein bot for immediate, contextual answers. Powered by Einstein NLP, the chatbot
integrates with Facebook and Coveo for customer-specific information. Coveo Gen AI delivers content from
knowledge articles and website content and Service Cloud creates cases from bot conversations, efficiently Navigator Expert:
addressing requests. This solution enhanced their digital-first, content-led customer support. Customer 360 & Experience Cloud

Level 2 Specialist:
Service Cloud

Level 1 Specialist:
“We’ve combined Salesforce technology with Slalom’s Generative AI expertise to create a
Einstein & Data Cloud
solution that streamlines operations and enhances the customer experience, providing quality
answers, guidance, and insights for success.” - Nick Walton, Managing Director, Slalom

Service Salesforce Digital

Products Cloud
Agentforce
Engagement
 Go-Live

Reducing human intervention and long resolution times

to deliver 'best-in-class support' with Agentforce
Estimated deflection
Service Agent 15% rate
Challenge
A leading smart home company based in the United States faced challenges in managing complex troubleshooting
in savings achieved through
processes involving multiple technologies, leading to lengthy resolution times and high human intervention. They
sought to improve efficiency and provide a differentiated, innovative service experience. Their goal was to minimize 500K Agentforce Service Agent
deflection alone
repeat customer interactions with the contact center while delivering best-in-class support.

Solution Region
NeuraFlash and Salesforce collaborated to implement Agentforce Service Agent for the customer, significantly reducing Global
the need for human intervention and streamlining troubleshooting processes, which improved response times. A
custom Agent Assist widget, built by NeuraFlash and integrated into the service console, helped agents deliver more Industry
empathetic and effective responses by providing real-time information and suggestions. NeuraFlash went beyond a TMT, HighTech
basic bot by integrating AI into daily workflows, transforming the customer service experience and expediting
Go-Live Date:
self-service benefits. These innovations resulted in faster, more accurate responses, ultimately enhancing the overall
Q3 2024 through 2025
customer service experience for the customer.

Navigator Expert:
“Our customer is committed to revolutionizing their already excellent customer service over the Service Cloud
next 3 years by partnering with NeuraFlash to implement an Agentic front door to their services.
Powered by Agentforce, we are supporting them with micro-releases, introducing their digital Level 1 Specialist:
workforce one agent and use case at a time.” - Tom Hebner, VP of Agentforce, NeuraFlash Einstein

Products Agentforce Service Agent #WinningWithPartners

Data Cloud Service
 #WinningWithPartners
Success Story

Helping the customer go from 'test and learn'

to using Agentforce to accelerate banker Hours of banker time
efficiency 4800 saved per year

Challenge Minute reduction in

A mid-sized, U.S.-based financial services customer lacked internal expertise around GenAI and relied on 20 estimated preparation time
manual, time-consuming tear sheets to engage with clients; interested in Agentforce, but uncertain where and for company meetings
how to begin.

Solution Minute reduction in time

Atrium started by running a "test and learn" phase to explore possibilities and demonstrate the technology. They 3-5 handling My Engagements
then implemented Prompt Builder, allowing bankers to easily access all active engagement details for quick
review. Atrium also developed a prompt template to gather essential engagement data and automatically
generate detailed summaries in under 30 seconds. These summaries, which include all key information typically Assumed weekly client

found in a tear sheet, streamline the process and ensure data accuracy, saving bankers significant time and 10 meetings (for which
bankers need to prepare)
effort.

Assumed number of

“As AI experts at the forefront of Agentforce, we delivered a solution that saves bankers
30 bankers handling meetings
(58 weeks per year)
thousands of hours a year in efficiency gains. It provides an intuitive experience for them to
better understand their clients and nurture relationships." - Laura Koch, Financial Services
Practices Lead, Atrium Navigator Expert:
Einstein & Tableau

Level 1 Specialist:
Einstein | Prompt Builder Agentforce | Agent Builder Einstein Gen AI
Deal Win

Converting ‘missed opportunities’ into tailored

engagement and optimized workflows with Einstein for
Sales $59K ACV, Einstein GPT

Challenge
A virtual K-12 institution recently launched a staff initiative to improve efficiency and customer service. However, their
lead conversion rate remains low at just 8%, primarily because the intake team, composed of service department staff, Region
lacks the training and focus needed for effective sales. This has led to low first-call effectiveness, resulting in missed AMER
opportunities for 92% of potential leads.

Solution Industry
Professional Services, Education
Coastal partnered with customer to implement innovative solutions using AI-driven technology. Salesforce's Einstein for
Sales transformed the customer's communication strategies by analyzing data to deliver personalized content, such as Role of Partner
success stories, tailored to their audience. Coastal also leveraged Zoom transcripts to track keywords, enabling the in Customer Lifecycle Stage
creation of precise email prompts that improved efficiency and correspondence. These advancements enhanced the Joint deal
customer's engagement and streamlined their communication processes.
Navigator Expert:
Customer 360 Platform, Data Cloud,
Education Solutions, Sales Cloud, Service
Cloud
“The customer launched an initiative to improve efficiency but faced challenges with lead conversion and
sales. Coastal supported the customer in reframing their approach, demonstrating how Einstein for Sales Level 2 Specialist:
could leverage customer data to generate personalized content. This gave the customer the confidence to Einstein
pilot AI solutions and transform their communication strategies.”- Sam Taylor, Director of Innovation and
Emerging Technologies, Coastal Level 1 Specialist:
Einstein Gen AI

Products Einstein for Sales Sales Cloud Service Cloud #WinningWithPartners