A Global Imaging Leader Sees a 40.2% Resolution Increase in Just 3 Weeks with Salesforce Agentforce

A household name for decades, this global imaging leader built their reputation on physical media, but they never stopped evolving. Staying on the cutting edge while keeping customer service at the core has always been the constant.

When Salesforce released Agentforce, they saw the moment clearly. Their existing Einstein Bot had taken them far, but generative AI represented a new frontier, a chance to really serve customers better, increase satisfaction, reduce costs, and start building an AI footprint for the future. As a company already deep in the Salesforce ecosystem, Agentforce was the natural next step.

To get there, they needed a partner who could move fast and handle complexity. They chose NeuraFlash. Our team connected and cleaned up 6 different data sources, surfacing knowledge and documentation that had been buried or siloed across systems for years, and made it all usable by their new AI agent from day one. Information that was once impossible to find was now instantly accessible and actionable. 

So how does it work? Agentforce pulls seamlessly from Salesforce Knowledge and external sources connected through Data Cloud, generating concise, accurate responses that get customers to answers fast. Now, the average cost of contact is down by approximately $35.

But this company hasn't lost sight of what made them a household name in the first place, the human touch. Agentforce works alongside live agents, not instead of them. It recognizes when a conversation needs a human, hands off full context in real time, and sets agents up to continue the conversation without missing a beat. The customer never has to start over because the agent always has the full picture.

Just weeks after launch, we saw amazing outcomes! A 2.7x resolution improvement. 100% agent visibility into previous chats. A 14% increase in deflection. And customer satisfaction is now at an all-time high of 4.5 out of 5.

We are thrilled with the success our customer is seeing! Whether you're just exploring Agentforce or ready to migrate, our team brings the expertise, the speed, and the track record to get you there.