The challenge
A three-person support team — one person handling 90% of cases — was overwhelmed by growth, while an administrator manually moved payment data between Salesforce, NetSuite, and Stripe.
What we did
- Service Cloud with six case record types and 19 knowledge articles to power AI responses
- An Agentforce agent that drafts email replies, summarizes cases, and recommends knowledge articles in the brand’s tone
- MuleSoft integrations connecting Salesforce, NetSuite, and Stripe with automated payment sync and error handling
- A phased rollout starting internal-only on the most common case type, expanding as the knowledge base grew
The results
The AI agent produced send-ready draft responses for 30% of question-type cases, manual payment entry was eliminated, and the team gained a framework to scale support with case volume rather than headcount.
It’s pretty freaking brilliant.
Client, Biotechnology