[ case study · Retail & E-commerce ]
Peak-ready service for the holiday spike
An always-on Agentforce agent that handled orders, returns, and FAQs through the seasonal surge.
Representative results · client-approved metrics pending
50%+ tier-1 deflection at peak
24/7 always-on service
360° shopper view
0 extra seasonal hires
Stack
AgentforceService CloudData CloudCommerce
[ the challenge ]
Seasonal support spikes overwhelmed the team every holiday, and order, web, and service data lived in separate systems.
[ our approach ]
- Unified order, web, and service data into a shopper 360
- Built an agent scoped to orders, returns, and FAQs
- Governed actions with clean escalation to human agents
- Load-tested and tuned before the peak
[ the results ]
The agent deflected more than half of tier-1 contacts through the peak, ran 24/7, and let the team handle the surge without a single extra seasonal hire.
“The holiday spike stopped being a fire drill.” — Head of Customer Experience Illustrative attribution
[ let's talk ]
Book a free Salesforce consultation.
Tell us what you are trying to do. You will talk to the delivery team — not a sales script — usually within one business day. No slide deck, just a working session.