Global Manufacturer uses Agentforceto Resolve High-Cost, High-Volume Support Challenges
This initiative represents more than just a technology upgrade—it’s a strategic move by an industry leader to become an AI-powered organization to thrive in decades to come.
Rolf C. Hagen Group (Hagen) is one of the world’s largest privately owned pet care manufacturers and distributors. Founded in 1955, Hagen has built a strong global presence, recognized for its innovation and commitment to quality in pet care.
Hagen’s customer service teams faced growing challenges in managing support requests effectively. Key pain points included:
Hagen turned to Coastal’s Agentforce and manufacturing expertise to implement a scalable solution.
To achieve fast impact with its first agent, Coastal worked with Hagen to identify the highest-volume, highest-cost areas for optimization. Hagen chose to deploy a service agent for its Fluval Aquatics brand to improve efficiency and enhance the customer support experience by reducing service team workload and increasing customer self-service.
Since data is the foundation of AI, Coastal first migrated Fluval’s 1,500 FAQ answers from spreadsheets into Salesforce Knowledge Articles, creating a structured data library for Agentforce to access. Coastal then built, tested, and deployed an AI-powered service agent on the Fluval website to:
In addition to the support agent, the solution included:
Launched in less than 30 days, the impact of the Agentforce solution was immediate:
Future phases will integrate Product Information Management (PIM) to further enhance agent capabilities, creating even more seamless and efficient customer interactions.
We are excited to be taking the first steps to integrate the power of Agentforce into our digital properties!
