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From 7 Days to 72 Hours:  Scaling Personalized Mentor Matching With Agentforce

A global personal development and coaching organization partnered with Coastal to unify its data and introduce AI-driven matching and engagement, connecting customers with the right coach at the right time to drive long-term engagement.

Challenge

After a personal development program, there’s a critical window when people are highly motivated to take action. Our client understood how important that moment was to long-term customer engagement and outcomes.

They needed to connect each participant with the right coaching mentor while motivation was still high. But as the company scaled to millions of customers, delivering those highly personalized coach pairings became increasingly difficult. Manual matching processes couldn’t keep pace with the speed and scale needed, creating major operational strain and putting the customer experience at risk. Challenges included:

  • Manual Matching: The admin team personally reviewed each new customer’s intake to find the best coach pairing — a thoughtful process that honored the relationship, but took several days to complete.
  • Rising Lead Volume: Sales reps worked hard to reach every customer personally, but the volume made it difficult to connect with everyone while their excitement was still fresh.
  • Fragmented Customer View: Information lived across intake systems, marketing platforms, and the contact center — leaving no single team with a complete view of where a customer was in their journey.

Each of these challenges reflected genuine care for the customer experience. But together, they introduced delays at the most critical point in the journey. The data made the impact clear: delayed coaching matches led to a 50% higher likelihood of customers disengaging before their journey had even begun.

The goal was never speed at the expense of quality — it was delivering both. That required rethinking the operational foundation beneath the matching process, not just the process itself.

Solution

Coastal partnered with the organization to build a foundation that now connects data trapped in silos and introduces automation that reduces the burden of manual processes while enabling faster, more personalized engagement at scale.

  • Intelligent Matching: An AI-driven recommendation engine built on Agentforce instantly compares customer intake forms against coach profiles, helping staff make confident pairing decisions in hours instead of days.
  • Real-Time Availability: A seamless calendar integration confirms that recommended coaches have open sessions within 72 hours, so the right match is also one that can happen right now.
  • Unified Customer Profiles: Disconnected data was unified in Data 360 (formerly Data Cloud) for a single, complete customer profile — making genuine personalization possible at a scale that previously wasn't.
  • Empowered Outreach: The contact center, rebuilt on Agentforce Service Voice (formerly Service Cloud Voice) and Amazon Connect, handles the logistics of reaching people automatically, so reps walk into every conversation focused on the customer, not the dial sheet.

Together, these changes gave the organization something it hadn't had before: a foundation that could absorb complexity, so its people didn't have to.

 

Clouds & Products

  • Agentforce
  • Data Cloud
  • Einstein 1
  • Service Cloud Voice

Results

The results came quickly and impacted every part of the business.

  • Accelerated Matching: Coach match times dropped from more than seven days to just 72 hours, meeting customers at the peak of their motivation rather than days after it started to fade.
  • Stronger Conversion: Closing the scheduling gap dramatically reduced the refund risk, helping more customers move forward with their coaching engagement instead of canceling before it began.
  • Refocused Outreach: Sales reps stopped managing dial sheets and started leading more meaningful conversations, focusing their energy on high-intent customersleads instead of working through lists.
  • Preserved Quality: Throughout the transformation, the standard for thoughtful, well-matched coaching relationships remained intact. Speed no longer came at the expense of quality.

When growth outpaces the processes that once worked, the solution isn’t more manual effort. It’s a scalable foundation built to absorb the complexity of scale — allowing people to focus on the human experience instead of the operational burden.