Automated Case Routing & Prioritization
A self-directed AI-based system was needed to categorize, rank, and direct internal service orders to the corresponding departments without human control or relying on email-based systems to track the cases.
Optimization of Approval Workflows
It had to be made easier to have multi-level approval cycles run through automated triggers, which would allow the decision-making to be made at a higher pace and the compliance and operational transparency across production units.
Live Chats and Co-working
The internal stakeholders needed automated status reporting and multi-functional cross-collaboration systems to minimize communication lapses and enhance the turnaround time.
Requesting internal services was done manually via emails and spreadsheets, which resulted in misclassification of requests, wasting time, and reliance on certain individual staff in the allocation of tasks.
Cross-departmental approval processes were not automated; bottlenecks in production support requests and sluggish production continuity in key manufacturing processes were experienced.
The follow-ups on the status of internal tickets were done manually. There were no centralized dashboards that showed request progress and performance metrics by the leadership teams.
The processes of the operations, procurement, and support departments were running as silos. The absence of organized collaboration tools led to inconsistent updates and long-term resolution of problems.
Intelligent Operation Agent Implementation
The Salesforce Agentforce was used to implement an intelligent internal operations agent with automated workflows configured to dynamically classify and route cases. Logic to make decisions was incorporated so as to oversee the best distribution of tasks, thereby minimizing the reliance on manual routing.
Workflow Automation in Service Cloud
The Salesforce Service Cloud automated service request objects and approval processes and triggers and process automation tools were set. Multi-level approval hierarchies were digitalized, and easier and auditable approvals were made.
Smart Notification and Slack Integration
The integration of Slack allowed real-time work planning, and automated notifications and situational updates were sent to the appropriate channels. This guaranteed real-time reporting of stakeholders without manual follow-ups.
Operational Visibility & Reporting Center
The Salesforce ecosystem was set up with dashboard and reporting structures to give the leadership real-time insights. To provide continuous operational improvements, performance metrics, aging of cases, and timelines of resolving them were monitored.
An industrial manufacturing company headquartered in Germany that produces parts of heavy equipment is globally based, with multiple locations with a large volume of internal service requests, both in production and support teams.
The AI-driven operations agent is going to save us a lot of time in response rates and transparency of our operations internally. The delays on the manual level were removed, and communication between teams was smooth and organized.
Efficiencies that exist internally in an operational environment of the manufacturing tend to cause problems that are associated with manual processes, poor communication, and approval bottlenecks. In the case of our client, an internal operations agent that is run by an AI was successfully implemented to remove these inefficiencies.
Through Salesforce Agentforce and Salesforce Service Cloud, there were intelligent workflows that were configured to automate routing, approvals, and updates within departments. It was integrated with Slack to provide real-time collaboration and transparency.
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