Employee Benefits Brokerage

The Company

An independent employee benefits brokerage and consulting firm founded in the 70s.

The Problem

Their support team was unable to effectively handle the ever-increasing volume of customer inquiries about billing and coverage. At the same time, delays in the contract renewal process were causing revenue loss.

Solution

• We configured an Agentforce Service Agent to manage policy inquiries submitted through a chat interface on the website.
• We grounded the Agent with Salesforce CRM data to support real-time policy lookup.
• We implemented email verification to ensure policy details are shared only with authorized recipients.

Results

• Reduced customer support workload—The Agentforce Service Agent now handles routine policy inquiries, freeing up representatives for complex cases.
• Enhanced data security—A custom email verification topic and action ensure that policy details are only provided to verified recipients, protecting sensitive information.
• Enhanced customer experience—Policyholders receive quick, personalized answers, improving satisfaction and engagement.