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Achieving 200%+ ROI Through Autonomous Service and Real-Time Data

A global animal health leader partnered with Coastal to modernize service operations using Salesforce Agentforce, Data Cloud, and Snowflake. The AI-driven transformation delivered up to 50% case deflection, sub-four-minute autonomous resolution, and strong digital adoption across global support channels.

 

Challenge

As the business grew, so did the volume and complexity of service requests. The organization faced several compounding challenges:

  • Rising Service Volume: Rapid growth drove a surge in routine, high-frequency requests, significantly increasing overall call center volume.
  • Operational Strain: Response times slowed as service teams struggled to keep pace across multiple channels.
  • Manual Workflows: Transactional interactions such as order status, software support, and password resets relied heavily on manual processes.
  • Fragmented Customer View: Disconnected service channels prevented a unified, real-time understanding of each customer.
  • Limited Scalability: The existing support model lacked the flexibility and intelligence needed to scale as demand continued to grow.

The company partnered with Coastal to rethink its service model from the ground up. The objective was not just to manage demand, but to transform support into an intelligent, AI-driven operation that could scale alongside the business.

Solution

Through their Waves Managed Services strategy, Coastal delivered immediate relief to the support organization while laying the foundation for long-term scale. To achieve this, Coastal executed a tightly orchestrated program that unified data, automated service workflows, and embedded intelligence across the customer journey:

  • Unified Engagement: Service channels were consolidated into a single platform, creating a complete, real-time view of each customer.
  • Zero-Copy Connectivity: Using zero-copy connectors, the AI can read customer order history and status directly from Snowflake in real time, eliminating data duplication while ensuring the most current information is always available.
  • Real-Time Data Activation: Data 360 (formerly Data Cloud) and Snowflake were activated to surface live order data, ensuring automated responses were immediate and accurate without human intervention.
  • Unified Knowledge Base: Data 360 was used to ingest knowledge articles from multiple legacy management systems into a single source of truth within Salesforce, giving the AI a comprehensive library for accurate and consistent responses.
  • Intelligent Order Structuring: The AI was configured to monitor email-to-case inboxes, automatically identifying order requests and converting them into structured data so representatives only needed to review and approve instead of manually entering details.
  • Custom Compliance Logic: For regulated products, Coastal built custom actions that allow the AI to perform external API callouts, ensuring autonomous interactions adhere to strict compliance and safety guardrails.
  • Autonomous Agentforce Implementation: Agentforce was deployed to manage high-volume transactional requests, including order status, damaged products, and password resets, handling the first interaction of the customer journey.
  • Strategic Intelligence: Service Intelligence and Revenue Intelligence were implemented to provide leadership with continuous visibility into performance and pipeline health.

Results

By moving from human-led activity to autonomous deflection, the organization achieved immediate impact and industry-leading performance benchmarks:

  • Up to 50% Case Deflection: Across digital channels where the agent is deployed, total case deflection is approaching 50%.
  • Sub-Four-Minute Autonomous Resolution: Transactions that previously required nearly four minutes of representative time are now resolved autonomously in under four minutes, preserving speed while freeing agent capacity.
  • Net-New Automation: In business units that previously relied entirely on manual support, the agent delivered roughly 30% net-new deflection upon launch.
  • Stronger Customer Adoption: Engagement rates near 80% indicate high levels of trust and adoption of the autonomous experience.
  • Near-Zero Abandonment: Minimal drop-off rates confirm that the digital journey is intuitive and effective.

For modern global organizations, scaling support is no longer about adding headcount. It is about increasing the intelligence of operations and turning rising demand into consistently higher-value customer experiences.

Clouds & Products

  • Snowflake
  • Agentforce
  • Data Cloud
  • Revenue Intelligence
  • Sales Cloud
  • Service Cloud
  • Slack