Project Name
How Ksolves Delivered 40% Faster After-Market Services with Salesforce Agentforce
The client is a manufacturing enterprise specializing in industrial pumping solutions used across agriculture, water management, infrastructure, and renewable energy sectors. With a large installed base spanning multiple geographies, the organization operates a dedicated after-market services division responsible for warranty claims, repairs, replacements, and ongoing customer support.
The after-sales ecosystem includes distributors, service engineers, call centers, and field technicians interacting with customers across emails, service portals, invoices, PDFs, and support calls. As service volumes increased, managing these interactions efficiently while maintaining service quality became increasingly challenging.
Despite a strong service foundation, the organization faced several operational bottlenecks that slowed down after-market service delivery:
- Fragmented Service Data: Customer interactions, warranty details, invoices, and service history were scattered across legacy systems, emails, and documents, limiting visibility into a single service context.
- High Manual Effort: Service agents spent significant time reviewing PDFs, invoices, and historical records to understand each case.
- Delayed Revenue Opportunities: Potential upsell and replacement opportunities emerging from service requests were not identified or summarized quickly.
- Inconsistent Troubleshooting: Issue diagnosis relied heavily on individual agent experience rather than standardized intelligence and historical insights.
- Manual Case Comparison: Comparing current issues with similar products or past cases was time-consuming and inconsistent.
- Time-Consuming Customer Communication: Drafting service summaries and customer emails required repetitive manual effort.
- Data Governance Concerns: Sensitive customer, financial, and warranty data required strict controls before being processed by AI systems.
Ksolves implemented a unified, AI-powered after-market service framework using Salesforce Agentforce, integrated with Salesforce Data Cloud, Flow, Apex, and Prompt Builder, and secured through the Einstein Trust Layer.
The solution was designed to automate service workflows, assist agents with real-time intelligence, and ensure secure and compliant AI adoption across service operations.
- Unified After-Market Service Automation: Agentforce automatically understands customer intent and product context when handling service cases, reducing manual effort for agents.
- Centralized Service Intelligence: Salesforce Data Cloud provided a single view of product, warranty, and service data across sales and service interactions.
- AI-Powered Diagnosis and Recommendations: Agentforce analyzed symptoms, error descriptions, and historical service patterns to recommend troubleshooting steps.
- Intelligent Lead Identification: Incoming service requests were analyzed to identify replacement or upgrade opportunities, with AI-generated lead summaries shared with sales teams.
- Automated Document Processing: PDFs such as invoices, warranty cards, and service manuals were parsed automatically, with key data mapped directly into Salesforce.
- Context-Aware Communication: Agentforce generated dynamic, customer-ready service emails with the right tone and technical depth.
- Enterprise-Grade Trust: The Einstein Trust Layer ensured sensitive data was masked, governed, and securely handled throughout AI workflows.
The Salesforce Agentforce implementation delivered measurable improvements across after-market service operations:
- Faster Service Handling: AI-driven case understanding and automated workflows reduced average service handling time by up to 40%, enabling agents to resolve cases faster with a complete service context.
- Higher First-Time Resolution Rates: Intelligent diagnosis and standardized troubleshooting recommendations improved first-time resolution by helping agents address issues accurately during the initial interaction.
- Faster Upsell and Replacement Identification: Service interactions were automatically analyzed to surface upgrade and replacement opportunities earlier, allowing sales teams to act quickly with relevant service insights.
- Reduced Manual Document Processing: Automated PDF parsing significantly lowered the effort required to review invoices, warranty cards, and service documents, minimizing manual data entry and errors.
- Consistent, High-Quality Customer Communication: AI-generated service summaries and emails ensured clear, accurate, and professional communication tailored to each customer and service scenario.
- Enterprise-Grade Security and Compliance: Built-in governance through the Einstein Trust Layer ensured sensitive customer and financial data was securely processed while meeting enterprise compliance standards.
By partnering with Ksolves, the manufacturing enterprise successfully transformed its after-market service operations into an intelligent, AI-driven service ecosystem. Salesforce Agentforce enabled faster case resolution, improved service consistency, and unlocked new revenue opportunities, all while maintaining strict data governance and compliance.
The organization is now equipped to scale after-market services efficiently, deliver superior customer experiences, and support future growth without increasing operational overhead.
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