Service Cloud Excellence

Leading Telecom Provider Transforms Customer Service with 45% CSAT Increase

How Agentforce and Einstein AI revolutionized customer support for 20M+ subscribers, enabling 30,000 agents to deliver exceptional service with 50% faster resolution times.

45% CSAT Increase
50% Faster Resolution
30K Agents Enabled
20M+ Customers Served

Client Overview

Our client is one of the largest telecommunications providers in North America, serving over 20 million subscribers across mobile, broadband, and streaming services. With 30,000 customer service agents across 150 contact centers and retail locations, they handle over 2 million customer interactions daily.

In the highly competitive telecom market, customer service quality directly impacts retention and lifetime value. The company was struggling with outdated service systems that couldn't meet modern customer expectations for instant, personalized support across all channels.

The Challenge

The telecom provider faced critical service delivery challenges that were driving customer churn and increasing operational costs in an already margin-pressured industry.

Low Customer Satisfaction

CSAT scores averaging 62%, well below industry benchmarks, with 15% annual churn rate costing $500M+ in lost revenue.

Long Resolution Times

Average handle time of 12 minutes with 35% of issues requiring multiple contacts, frustrating customers and agents alike.

Fragmented Systems

Agents using 15+ different applications to resolve issues, causing delays and inconsistent service delivery.

Channel Silos

Phone, chat, email, and social operating independently with no context preservation across channels.

Knowledge Gaps

Outdated knowledge base with 40% of articles obsolete, forcing agents to rely on tribal knowledge.

Agent Burnout

45% annual agent turnover due to repetitive tasks and difficult system interfaces, costing $150M in recruitment and training.

The Solution

We implemented a comprehensive Service Cloud transformation powered by Agentforce and Einstein AI, creating an intelligent, unified service platform that empowers agents and delights customers.

🤖

Agentforce AI Agents

Autonomous AI agents handling 40% of routine inquiries, allowing human agents to focus on complex, high-value interactions.

🧠

Einstein Case Classification

Automatic case routing and prioritization based on sentiment, urgency, and customer value using AI models.

🔄

Omnichannel Routing

Unified queue management across all channels with skills-based routing and real-time capacity optimization.

💬

Einstein Reply Recommendations

AI-suggested responses and next-best-actions, reducing handle time while improving response quality.

📚

Knowledge Base AI

Self-updating knowledge base with AI-powered article suggestions and automatic obsolescence detection.

📊

Real-time Analytics

Performance dashboards with predictive insights for proactive service management and coaching.

Implementation Approach

Our 20-week transformation program balanced rapid innovation with careful change management to ensure successful adoption across 30,000 agents.

  • Weeks 1-4: Assessment & Design - Analyzed current state across 150 contact centers, designed future state architecture, and prioritized use cases
  • Weeks 5-8: Platform Foundation - Implemented Service Cloud, configured omnichannel routing, and established data model for 20M customers
  • Weeks 9-12: AI Implementation - Deployed Agentforce, trained Einstein models on 5 years of case data, and configured intelligent routing
  • Weeks 13-16: Integration & Testing - Connected billing, network management, and CRM systems, with comprehensive UAT across all channels
  • Weeks 17-18: Pilot Launch - Rolled out to 3,000 agents in 5 centers, gathered feedback, and refined configurations
  • Weeks 19-20: Full Deployment - Expanded to all 30,000 agents with intensive training and 24/7 support during transition

Results & Impact

The Service Cloud transformation delivered remarkable improvements in both customer satisfaction and operational efficiency, fundamentally changing the service experience.

Measurable Business Outcomes

45% CSAT Improvement
50% Faster Resolution
35% Lower Churn
40% AI Deflection
65% First Call Resolution
$75M Annual Savings

Additional Benefits Achieved:

  • Reduced average handle time from 12 to 6 minutes
  • Increased first call resolution from 45% to 65%
  • Decreased agent turnover from 45% to 28% annually
  • Improved Net Promoter Score (NPS) by 32 points
  • Enabled 24/7 AI-powered self-service for routine requests
  • Reduced training time for new agents from 6 to 3 weeks
  • Achieved 95% knowledge base accuracy with AI maintenance

"Agentforce has revolutionized our customer service operations. Our agents are empowered with AI that handles routine tasks, allowing them to focus on building relationships and solving complex problems. The 45% improvement in CSAT speaks volumes, but the real transformation is in our agents' job satisfaction and our customers' loyalty. This is the future of customer service."

Maria Rodriguez

EVP of Customer Experience

Technologies & Integrations

The solution leveraged cutting-edge Salesforce AI technologies integrated with telecom-specific platforms for comprehensive service transformation.

Service Cloud Agentforce Einstein AI Omnichannel Routing Experience Cloud MuleSoft Tableau CRM Twilio Flex Genesys Cloud Knowledge Advanced

Key Success Factors

  • AI-First Strategy: Prioritizing AI capabilities to handle routine tasks and augment human agents
  • Agent Empowerment: Focusing on tools that make agents' jobs easier and more rewarding
  • Comprehensive Training: Intensive training program with gamification and continuous learning
  • Data Quality: Investing in data cleansing and enrichment to power accurate AI predictions
  • Phased Rollout: Careful pilot approach allowing refinement before full deployment
  • Executive Support: CEO-level sponsorship ensuring resources and organizational alignment

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