Project Name

How Ksolves Boosted Manufacturing Sales with Salesforce Automation and AI

Industry

Manufacturing

Technology

Salesforce, AI

Overview

Our client is a globally recognized manufacturer of high-quality products across multiple industries. However, they began facing challenges due to an increasing volume of customer inquiries received primarily via email. These inquiries, mostly requests for product details and price quotes, resulted in a backlog of responses and inefficient manual processing. They also had trouble keeping track of orders and leads. The company needed an AI-driven solution to simplify these processes, speed up their responses, and improve their operational efficiency.

Key Challenges

Let’s go through the main challenges faced by our client in detail:

High-volume email inquiries for product details and quotes required time-consuming manual processing, increasing response delays and error risks.
Key tasks such as inquiry assignments, quote approvals, and accuracy checks relied heavily on managers, which slowed down workflows.
Product specifications, pricing, and customer data were stored on separate platforms. This separation made it difficult to quickly retrieve the necessary data for responses.
There was no AI-driven automation in place. This absence limited the company's ability to prioritize cases intelligently, adjust quotes dynamically, or predict new opportunities effectively.

Our Solution

To overcome these challenges, our team developed an AI-powered solution using Salesforce Einstein, Agentforce (employees), and custom-built automation features like Custom Actions, Prompts, Flows, and Apex. Here’s how our solution helped the client:

Automated Email Inquiry Handling: Salesforce Einstein utilized AI to automate the email reply process. The system read, categorized, and extracted details from incoming emails, then intelligently generated quotes based on predefined rules and customer preferences.
Faster Quote Creation: Custom Actions and Prompts in Salesforce enabled agents to quickly generate product quotes. With just a few clicks, agents could pull product details, select pricing, and send tailored quotes—all within the system.
AI-Powered Decision Making: To reduce reliance on managers, AI identified high-priority leads, opportunities, cases, and orders based on predefined criteria. This helped agents focus on urgent tasks and make quicker, more accurate decisions.
Optimized Workflows: Salesforce Flows automated the entire inquiry process, while Apex code kept product data, pricing, and customer details up-to-date. This allowed agents to focus on customer interactions rather than on repetitive administrative tasks.
Real-Time Data Fetching: Agents could easily fetch product details and updates in real-time through automated prompts and intuitive interfaces. This eliminated manual searches and minimized delays in processing.

Impact

Faster Response Times: Automating emails, quotes, and replies slashed response delays. Agents now handle more inquiries faster, without waiting for manager approvals.
Reduced Dependency on Managers: AI-driven decision making allowed agents to independently prioritize leads, cases, and orders. Managers shifted focus to strategy instead of micromanaging tasks.
Enhanced Customer Experience: Quicker replies and error-free quotes boosted customer satisfaction. Customers received accurate pricing faster, which increased the likelihood of conversions and repeat business.
Smarter Task Prioritization: The intelligent selection of leads, cases, and orders enabled agents to prioritize high-priority tasks. This focus improved overall productivity and reduced the time spent on less important inquiries.
Scalable Growth: The system scaled effortlessly, with no extra staff or managers needed. The company could now handle more business without chaos.

Conclusion

By utilizing Salesforce Einstein, custom automation features, and AI-driven decision-making, the company streamlined its inquiry handling process, automated quote generation, and minimized manager involvement in task assignments. The outcome was a more efficient, scalable, and customer-focused approach to managing inquiries, orders, opportunities, and cases. This solution not only boosted operational efficiency but also enhanced customer satisfaction, positioning the company for sustained growth in a competitive market.