How a CX Services Firm Improved CSAT by 25% Using Salesforce Einstein AI
A growing CX services organization handling thousands of customer interactions daily needed a scalable platform to unify customer data, reduce response times, and unlock predictive insights across sales and service teams.
IDRMS Team
8 min ReadBusiness Context
A growing CX services organization handling thousands of customer interactions daily needed a scalable platform to unify customer data, reduce response times, and unlock predictive insights across sales and service teams.
Core Challenges
• Fragmented customer interactions across channels
• High average call handling time impacting CSAT
• Missed leads due to delayed follow-ups
• No predictive insight into customer intent or sentiment
• Manual processes limiting upsell and cross-sell opportunities
IDRMS Solution Approach
IDRMS designed and delivered an AI-powered Salesforce Service Cloud architecture focused on speed, intelligence, and personalization.
Key components included: Service Cloud for omnichannel case management and SLA tracking, Agentforce to automate website lead capture and route leads intelligently, Einstein AI to predict lead conversion likelihood, analyze customer sentiment in real time, and recommend next-best actions for agents.
Marketing Cloud was integrated to trigger automated, behavior-based engagement, and Einstein Activity Capture provided a 360° customer interaction timeline.
Measurable Results
• 30% reduction in average handling time
• 40% increase in qualified lead conversions
• 25% improvement in CSAT scores
• 20% increase in upselling success
Don't miss our daily updates
Stay updated with the latest news, expert insights, and practical tips—delivered daily to keep you informed and ahead.
Recommended Blogs
How to Migrate Data from Legacy Systems to Salesforce
Learn how to migrate data from legacy systems to Salesforce with clean data inte..
Top 5 Salesforce Automation Strategies for Sales Teams
Discover the top Salesforce automation strategies that help sales teams close de..
Salesforce Security and Compliance: Best Practices
As organizations expand their Salesforce footprint, security becomes critical. L..
Marketing Cloud vs. Pardot: Choosing the Right Solution
Compare Salesforce Marketing Cloud and Pardot to choose the right marketing auto..
How a Global Manufacturer Achieved 30% Revenue Growth Using Salesforce Manufacturing Cloud
A global manufacturer faced manual sales processes, complex CPQ requirements, an..
How a CX Services Firm Improved CSAT by 25% Using Salesforce Einstein AI
A growing CX services organization handling thousands of customer interactions d..
Unlocking the True Power of Sales: Why Your CRM is More Than Just a Database
Many organizations view their CRM as a simple record-keeping tool. Discover how ..
How a Multi-Specialty Healthcare Network Improved Patient Engagement by 35% Using Salesforce
A rapidly growing multi-specialty healthcare network managing patient interactio..
How Salesforce Automation Reduced Rebate Errors by 30% for a Global Distributor Network
A global distributor-driven organization running multiple rebate programs across..
How a Non-Profit Increased Donor Retention by 60% Using Salesforce Nonprofit Cloud
A large non-profit organization managing multiple programs and campaigns transfo..
How Salesforce Enabled Smarter Cross-Selling and Faster Response in Financial Services
A financial services institution offering multiple products transformed their cu..
How Salesforce Increased Loyalty Engagement by 40% for a Global Hospitality Brand
A global hospitality brand operating across multiple booking channels transforme..
How Salesforce Personalization Increased Retail Conversions by 20%
An omnichannel retail brand faced declining engagement due to fragmented custome..
How MuleSoft Reduced Manual Processing by 40% Through Intelligent Integration
An enterprise Salesforce user relied on external forms for data capture. Manual ..
How to Migrate Data from Legacy Systems to Salesforce
Learn how to migrate data from legacy systems to Salesforce with clean data inte..
Top 5 Salesforce Automation Strategies for Sales Teams
Discover the top Salesforce automation strategies that help sales teams close de..
Salesforce Security and Compliance: Best Practices
As organizations expand their Salesforce footprint, security becomes critical. L..
Marketing Cloud vs. Pardot: Choosing the Right Solution
Compare Salesforce Marketing Cloud and Pardot to choose the right marketing auto..
How a Global Manufacturer Achieved 30% Revenue Growth Using Salesforce Manufacturing Cloud
A global manufacturer faced manual sales processes, complex CPQ requirements, an..
How a CX Services Firm Improved CSAT by 25% Using Salesforce Einstein AI
A growing CX services organization handling thousands of customer interactions d..
Unlocking the True Power of Sales: Why Your CRM is More Than Just a Database
Many organizations view their CRM as a simple record-keeping tool. Discover how ..
How a Multi-Specialty Healthcare Network Improved Patient Engagement by 35% Using Salesforce
A rapidly growing multi-specialty healthcare network managing patient interactio..
How Salesforce Automation Reduced Rebate Errors by 30% for a Global Distributor Network
A global distributor-driven organization running multiple rebate programs across..
How a Non-Profit Increased Donor Retention by 60% Using Salesforce Nonprofit Cloud
A large non-profit organization managing multiple programs and campaigns transfo..
How Salesforce Enabled Smarter Cross-Selling and Faster Response in Financial Services
A financial services institution offering multiple products transformed their cu..
How Salesforce Increased Loyalty Engagement by 40% for a Global Hospitality Brand
A global hospitality brand operating across multiple booking channels transforme..
How Salesforce Personalization Increased Retail Conversions by 20%
An omnichannel retail brand faced declining engagement due to fragmented custome..
How MuleSoft Reduced Manual Processing by 40% Through Intelligent Integration
An enterprise Salesforce user relied on external forms for data capture. Manual ..