Reducing sales turnaround with a unified Agentic AI solution for a leading IT organization

The client partnered with eClerx to optimize and reduce the amount of human error in their sales processes. eClerx leveraged Agentic AI to boost customer satisfaction scores and automate more of their B2B sales operations.

Based in the United States, this global enterprise technology company specializes in hybrid cloud, AI, and infrastructure services to drive digital transformation and business agility. Their organization is the one of the largest corporations in the US by total revenue, and is consistently featured in the top 200 on the Fortune 500.

Delivering edge-to-cloud solutions that enable organizations to capture, analyze, and act on data wherever it resides, their brand seeks to deliver excellent customer experiences and satisfaction through its work.

The challenge

With the volume of interactions that this organization sees every day, it was difficult for its contact centers and agents to properly log and track customer queries. Although CRM systems like Salesforce (SFDC) have made it easier for agents to centralize this information for easier oversight and issue resolution, it still requires an efficient workflow to reach its full potential.

In this client’s case, their B2B eCommerce operations were experiencing notable inefficiencies in managing their SFDC cases, resulting in delayed issue resolution and declining customer satisfaction (CSAT). Frequent human errors from their organization’s reliance on manual processes and fragmented workflows also contributed to long turnaround times and notable inconsistencies.

Without a streamlined way to interpret case requirements and execute actions across multiple enterprise systems, agents struggled to maintain consistency and speed. This lack of operational efficiency not only slowed response times but also impacted the overall customer experience and trust in the support process.

To optimize their Salesforce cases and reduce its negative impact to other areas of their business, the client sought a reliable technology vendor that could bring the necessary AI and automation expertise that could improve their workflows.

Operational inefficiencies:

• Manual case handling led to longer resolution cycles
• Human error caused inconsistencies in execution and outcomes

Fragmented systems:

• Lack of integration across SFDC, SAP, and CMS platforms
• Limited visibility into task progress and execution status

Declining customer satisfaction:

• Delayed responses and errors negatively impacted CSAT scores
• Inconsistent service quality across cases

Our strategy

Looking to address these challenges, the client came to eClerx for an intelligent AI solution that could not just ensure greater efficiency in their sales processes, but also help futureproof their processes.

eClerx devised an Agentic AI solution that would intelligently orchestrate workflows across key enterprise systems, including SFDC, SAP, and CMS.

Once implemented, this Agentic AI solution would:

• Read SFDC case descriptions: Utilizing its natural language understanding, eClerx’s Agentic AI system would identify the intent, required outcomes, and dependencies associated with each case on Salesforce.
• Enable intelligent decision-making: From there, the solution would then determine the required actions that would need to be taken, generating a detailed multi‑tool step‑by‑step execution flow.
• Automate multi-system orchestration: Finally, the Agentic AI framework would execute the needed actions across the client’s various tools and enterprise systems. With the solution fully automating tasks like handling system interactions, data updates, and process transitions, eClerx’s solution removed the need for manual labor.

Additionally, eClerx’s team built in data observability features to ensure full transparency throughout each step of the process. Real-time notifications and execution evidence provided agents and stakeholders with clear visibility into task progress, enabling faster decision-making and issue resolution.

The results

By automating complex workflows and enhancing cross-system coordination, eClerx’s solution streamlined operations, reduced turnaround times, and ultimately improved customer satisfaction for the client.

The results included:

• 8% reduction in costs
• 47% faster average handling times (AHT)
• 38% decrease in errors

Seeing significant efficiency gains from their eCommerce sales processes, the client continues to leverage eClerx’s Agentic AI technology to ensure optimized workflows for their global sales operations.

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