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Boosted customer service for an online educational platform

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The company delivers premier executive education through online programs in partnership with the world’s leading universities, transforming the lives of thousands of students globally. With a portfolio of over 80 short-term online courses, it has empowered more than 50,000 students to achieve their professional and personal goals.

Client

Data Cloud
Agentforce

Salesforce Solutions

Education

Industry

Lack of a unified customer view
Handling Peak Hour Spikes
Limited Personalization
Repetitive Manual Tasks
Lack of Structured Feedback

Challenges Outline

~3 months

Duration

1 Solution Architect
1 Salesforce Developer

Vimera Team

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Business Goals

Facilitate the processing of data from various sources
Improve and accelerate the work of company representatives with a multifunctional AI assistant
Boost user experience and customer support when messaging via the platform or talking with an agent

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Challenges

Solutions

The company used multiple systems to manage different tasks, making it difficult to have a unified view of customer data.

Call spikes during peak hours that require agents to be more efficient.

Limited data and personalization capabilities restricted tailored guest experiences.

Many customer service inquiries were repeated and agents had to solve routine tasks manually over and over again.

The lack of structured feedback on each case resolved makes it difficult to provide better customer service in the future.

Vimera's team configured Data Cloud for the company to have a 360-degree view of the customer. The Salesforce Data Cloud consolidates customer interactions, behaviors, and preferences into a single, actionable profile. Connections were established for the company's ERP system, accounting and marketing system, and Snowflake instance.

The Vimera team proposed to use the capabilities of Agentforce — an autonomous AI application offering specialized, always-on support for employees and customers. We configured Agentforce AI Agent to answer questions using the company's knowledge base and automatically resolve account access issues and reset passwords.

We configured Agentforce AI Agent to summarize conversations with customers, so the next person or supervisor can get caught up quicker.

The Vimera team has set up intelligent assessment question generation to help the agent create surveys and collect valuable information about student behaviour and preferences.

The Vimera team implemented skills recommendations based on Agenforce insights, which helped define course and program details throughout the learner lifecycle and create learning program plans.

Prompt Builder changes made by Vimera have reduced content generation time for agents who are constantly providing answers to customers.

Agentforce

AI Agent

2

3

1

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Results

Self-service case resolution rate increased by more than 30%

The onboarding process for new agents is has become 50% faster

The average agent response time reduced to less than 1 minute

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Our testimonials

We continue to work with them, and we highly recommend them.

Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

See the full review on Clutch

They generally are happy to work on all aspects of custom Salesforce development.

Fedor Orth
Head of Software Engineering
Clear Aligner Provider
Berlin, Germany

Discuss your task with our team

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