Case study | 6 mins read
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.
How Agentic AI transforms sales operations
Most sales automation works at task level, which essentially means updating records and sending emails. All the other tasks in between still need to be done by humans. But with Agentic AI in sales, the full sequence can be taken care of, across all systems.
For this client, a conventional sales workflow automation could have handled some isolated steps. For instance, it could have updated a field in SFDC, triggering a notification. But it wouldn’t have been able to interpret a free-text case description, recognize that resolving it needed actions in SAP and the CMS as well, and then execute that plan without a person stitching the pieces together. An agentic system can, which changes how AI-powered sales operations work:
- The intent: The system works out what a case is actually asking for instead of matching it against rigid rules.
- Planning instead of handoffs: Rather than routing work between queues, the AI builds a step-by-step execution flow and follows it through.
- Systems get streamlined: A single orchestration layer operates across CRM, ERP, and content platforms, so cases don’t get stuck at system boundaries.
- People supervise rather than process: Humans review evidence and handle exceptions while AI sales automation takes on the repetitive execution.
Before vs. after: Sales process transformation with Agentic AI
For teams weighing Agentic AI for sales operations, the before-and-after view is what usually persuades them. Here’s how the client’s process changed once the solution went live.
| Process Stage | Before:manual handling | After: with Agentic AI |
|---|---|---|
| Case intake | Agents read every SFDC case and interpreted the requirements themselves | The system reads each case description and identifies intent, outcomes, and dependencies on its own |
| Action planning | Next steps decided case by case, with the approach varying from agent to agent | A detailed, multi-tool execution flow is generated for every case |
| Execution | Manual switching between SFDC, SAP, and CMS, with data re-entered along the way | One orchestration layer carries out actions across all connected systems |
| Visibility | Limited insight into task progress or execution status | Real-time notifications and execution evidence at every step |
| Accuracy | Frequent human errors and inconsistent outcomes | 38% fewer errors, with consistent execution across cases |
| Speed | Long turnaround times and slow resolution cycles | 47% faster average handling times |
The pattern repeats in every row: Less manual intervention, faster handling, fewer errors. Sales process automation on this model takes care of repetitive execution, and that is where most of the efficiency gains came from.
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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