Case Study

Transforming Customer Support with Agentforce-Powered Automation

Industry

Transportation (Rail)

Location

Our Contributions

Customer Support Transformation, AI Automation, CRM Integration

Technologies

Salesforce Service Cloud, Agentforce AI, AWS, MuleSoft

Coforge partnered with a leading UK-based rail industry membership organization to modernize its customer support operations through AI-driven automation. The organization required a scalable, always-on support model to handle high volumes of service requests, including refunds, tracking, and customer updates.

By implementing an Agentforce-powered automation framework integrated with Salesforce Service Cloud, Coforge enabled a hybrid support model combining self-service, AI-assisted workflows, and agent-led resolution. The transformation improved efficiency, reduced costs, and delivered a consistent, high-quality customer experience across channels.

Transformation Timeline

Phase 1

Customer support assessment and solution design

Phase 2

Salesforce and Agentforce implementation

Phase 3

Integration with third-party platforms and automation enablement

Phase 4

Multichannel rollout and continuous optimization

Drag

The Challenge

The organization faced increasing demand for 24x7 customer support, with high volumes of service requests requiring timely resolution. Manual case handling led to delays, inconsistent service experiences, and increased operational costs.

A fragmented system landscape limited integration between CRM and third-party platforms, resulting in data silos and inefficiencies. Additionally, the lack of real-time visibility into case status and customer interactions hindered decision-making and transparency.

The client required a unified, automated support model to improve responsiveness, reduce costs, and enhance customer experience.

Our Approach

AI-Powered Support Automation

Implemented Agentforce AI to automate high-volume customer service scenarios such as case creation, tracking, refunds, and notifications.

Salesforce Service Cloud Enablement

Deployed Salesforce Service Cloud integrated with contact center capabilities to streamline case management and improve agent productivity.

Hybrid Support Operating Model

Established a combination of self-service, AI-assisted workflows, and agent-led resolution to optimize efficiency and scalability.

Enterprise Integration Framework

Integrated Salesforce with third-party platforms, including AWS (digital railcards) and MuleSoft (plastic railcards), enabling real-time data exchange.

Multichannel Customer Engagement

Enabled support across email, web, and phone channels, with mobile-enabled access to improve reach and service consistency.

Partner / Technology Ecosystem

Salesforce Service Cloud
Agentforce AI
AWS
MuleSoft

Impact to Date

-40%

Reduction in Operational Costs

+35%

Faster Case Resolution

+25%

Improvement in Agent Productivity

+30%

Improvement in Data Quality & Accuracy