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Retail & Consumer Products

Global food manufacturer transforms field operations and B2B service with Agentforce and Data Cloud

Context

The world’s largest manufacturer of frozen potato products, selling to retail and foodservice chains across dozens of markets, needed to modernize a Salesforce environment that had grown disconnected across service, field operations, and sales. The Service Cloud instance was built for retail consumers rather than B2B distributors, leaving the support team handling commercial inquiries manually with no knowledge base, no B2B-aligned triage, and no visibility into case trends. The grower portal was a legacy system with no regional customization or integrated market data. Field teams identified crop issues through a slow manual process with food safety implications. And the national sales division managed accounts outside Salesforce entirely, with no pipeline visibility and no mobile-ready interface. 

Value Created

99%
decrease in time to identify crop data issues
Reduced
live agent case volume through Agentforce-powered deflection and intelligent routing
AI-generated
responses live across B2B service using Data Cloud RAG and Prompt Templates
Increased
grower engagement and satisfaction across North America, Great Britain, Central Europe, and Poland

People

VALUE LEVERS 

  1. Agentforce AI assistant for B2B distributor inquiry deflection and guided self-service 
  2. Experience Cloud grower portal with regional customization and satisfaction tracking 

HOW WE DID IT 

  • Implemented Agentforce to drive AI-powered case deflection across the B2B service operation, with smart routing by language, topic, and skill ensuring inquiries reach the right resource without manual triage 
  • Configured Agentforce smart triage to categorize incoming service requests, pre-fill relevant data fields from existing customer records, and reduce the back-and-forth between agents and distributors 
  • Deployed an AI-powered inquiry assistant that guides commercial users to the correct product and service information independently, cutting live agent dependency for the repetitive inquiry types that previously consumed the most handling time 
  • Rebuilt the grower portal on Experience Cloud with regional customization across North America, Great Britain, Central Europe, and Poland, with a Satisfaction Score widget capturing grower feedback for the first time 

Process

VALUE LEVERS 

  1. Data Cloud knowledge libraries with RAG and Prompt Template responses 
  2. Dynamic article recommendations for commercial clients 
  3. Crop Exception solution for field data issue identification 

HOW WE DID IT 

  • Stood up Data Cloud libraries to consolidate and surface knowledge content across the service operation, converting existing web content into structured documents that form the foundation of a governed knowledge base 
  • Enabled out-of-the-box RAG and Prompt Templates on top of the Data Cloud knowledge layer, allowing the service operation to generate accurate, contextually relevant responses at scale without manual agent involvement 
  • Built dynamic article recommendation flows that surface the right product and service content to commercial clients in real time, drawing on Data Cloud to match inquiry context to knowledge assets 
  • Built a custom Crop Exception solution that cuts the time to identify crop data issues by 99%, adding GPS fields for visit observations, correcting yield fraction calculations across regions, and streamlining grower seed creation workflows globally 

Technology

VALUE LEVERS 

  1. Classic-to-Lightning migration for the national sales division with Social Studio integration 
  2. Permission models refactor and field operations modules 

HOW WE DID IT 

  • Migrated the national sales division from Salesforce Classic to Lightning with simplified sales call screens for distributor account owners, new dashboards for account growth and customer mapping, and Service Cloud plus Social Studio integrated for the GB market 
  • Refactored the permission model from Profiles to Permission Sets and removed redundant validation rules and workflows, reducing the technical debt that had accumulated across field operations 
  • Introduced a Custom Load Tracking and Sharing model alongside an Invoices and Financials module, giving field support teams real-time visibility into assets and streamlined financial processing 

 

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