Salesforce Service Cloud and AI Integration Cuts Customer Call Costs by 30%

Service Cloud Infrastructure for Large-Scale Wholesalers | Intelligent Customer Calls Management | Amazon Connect and Tableau Integration

A customized Salesforce Service Cloud deployment tracks customer cases across 100 plus stores, uses Natural Language Processing for automated support, and integrates Amazon Connect to scale support efficiency.

PTP’s Solution Snapshot

Clients
A major U.S. based wholesaler managing customer service calls for 100 plus stores.
Tech Used
Salesforce Service Cloud, Amazon Connect, Tableau, and Geopointe MAPS.
Focus
Centralizing multi-store customer calls management, tracking cases, and implementing automated AI responses to lower support overhead.
Practices
Setting up Service Cloud for case tracking, integrating Amazon Connect for smart AI responses, embedding cross-departmental analytics, and provisioning real-time routing for field assignments.
Outcomes
Enabled over 40 agents to handle more than 300 calls per day, boosted sales by 3%, reduced call time by 20%, and lowered communication costs by 30%.

The Challenge

Managing a high volume of customer service calls across 100 plus individual store locations for a major U.S. based wholesaler.
Integrating call management infrastructure smoothly with backend order, sales, and ERP systems.
Overcoming high operational call costs and prolonged customer-agent handling times due to a lack of automated, smart self-service layers.
Connecting backend personnel with individual stores to rapidly answer complex queries regarding product availability and substitute items.
Equipping agents with immediate response recommendations while generating cross-departmental analytics data to fix systemic operational visibility gaps.

The Solution

Implemented and customized Salesforce Service Cloud to establish robust case tracking and streamline multi-store customer call workflows.
Integrated the calling infrastructure with Amazon Connect to manage customer phone calls and deploy automated AI smart support based on natural language customer questions.
Configured Natural Language Processing capabilities to automatically deliver instant responses for routine queries such as order status or store opening and closing hours.
Enabled features within the platform to take customer orders directly over the phone and enter them instantly into sales systems for localized customer pickup.
Built system functions to assist customer service agents in signing callers up for a points-based loyalty program during active phone sessions.
Connected backend staff with physical store personnel via the platform to facilitate real-time cross-selling, upselling, and inventory substitution coordination.
Deployed Tableau to generate real-time client reports and established cross-departmental analytics, allowing teams to address ongoing issues like sync delays on the public website.
Utilized Geopointe MAPS to embed real-time travel and route planning features into the broader operational toolkit.

Impact

Empowered an operational team of over 40 agents to successfully track customer cases and answer more than 300 incoming calls each day.
Achieved an overall 3% boost in sales through improved cross-store coordination and phone-based order entry systems.
Reduced individual customer-agent call handling times by 20% by utilizing smart AI self-service capabilities.
Drove a 30% increase in active agent productivity by delivering automated, real-time response recommendations directly to the service dashboard.

Success Metrics

Cost Reduction

0 %

Integration with Amazon Connect optimized communication infrastructure to decrease standard calling costs.

Call Time Saved

0 %

Automated AI self-service capabilities resolved routine inquiries rapidly to reduce direct customer-agent talk time.

Daily Calls Managed

0 +

A team of over 40 support agents successfully tracks cases and manages high call volumes daily.

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