CASE STUDY
Empowering Retail Agents with AI: Transforming Customer Service with Salesforce Agentforce
Industry | Manufacturing
Technology | Salesforce Agentforce

Location | United States

Salesforce Summit Partner
As a leading provider of high-performance composite materials and products, RockWest Composites recognized the need to scale customer support without sacrificing quality or efficiency. With rising customer expectations and increasing order volumes, RockWest needed a smarter, faster way to manage support inquiries, especially those tied to order status, shipping, and cancellations.

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    Challenges

    High Volume of Repetitive Inquiries: Customer service teams were overwhelmed with recurring questions about order status, shipping updates, and cancellations.

    Manual Order Management Workflows: Processing information updates and cancellations required manual intervention, leading to delays and inefficiencies.

    Disconnected Systems: Lack of real-time integration between the eCommerce storefront and order management system hindered accurate and timely responses.

    Limited After-Hours Support: Customers faced response delays outside business hours, impacting satisfaction and resolution times.

    Key Outcomes
    30% Reduction
    in Service Workload
    24x7 Agent Availability
    Directly on the Storefront
    Improved Data Accuracy
    Reduced Manual Handling
    Faster Resolution
    Through AI-Assisted, Real-Time Responses
    Solutions

    Real-Time OMS Integration: Integrated Salesforce Order Management System via secure APIs for up-to-date order, shipment, and cancellation data.

    24/7 Self-Service Support: Enabled always-on assistance for customers, reducing reliance on human agents and improving response time.

    AI-Powered Retail Agent: Implemented Salesforce Agentforce to automate responses to common order-related inquiries directly within the Salesforce Commerce Cloud storefront.

    Streamlined Escalations: Integrated Chatter and email workflows to manage complex queries, improving resolution efficiency and tracking.

    What Customers Say about Royal Cyber
    Congratulations and a big thank you to everyone that worked on the successful implementation. The team did a great job working through all the tasks that came up and hats off to everyone that worked on this project.
    Director of eCommerce and Digital Marketing

    80%

    Increase in Customer Satisfaction and Operational Efficiency

    Audience

    • Executives, CTOs, Director
    • IT Consultants
    • Business Analysts
    • Project Managers
    • IT Project Coordinators
    • Architects and Specialists
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