Work
Customer service
Case routing and escalation inside Salesforce
AI-driven workflows in Salesforce automate escalations and embed SOPs and help-desk knowledge, so cases are resolved faster and more consistently.
- Client
- Life sciences company
- Environment
- Life sciences company · Salesforce · case management
- Capabilities
- Applied AI & automationEnterprise integration
40%
reduction in case resolution time
The problem
- Cases reviewed manually before escalation, causing delays.
- No standard workflow, so resolutions varied.
- No real-time view of case status and trends.
What we built
- Integration with Salesforce and internal case management systems.
- Escalation logic driven by AI analysis of the case.
- SOPs and help-desk data embedded in the workflow to recommend actions.
- Real-time dashboards for status, bottlenecks and resolution time.
Outcome
- More consistent case handling.
- Real-time visibility into trends and bottlenecks.
“CaseFlow AI has transformed how we manage escalations, improving response times and ensuring consistent case resolution.”
Stack
- Salesforce
- Workflow automation
- Retrieval over SOPs
What’s next
Expansion to additional departments.