Empowering Fortune 500 Enterprise Travel Data Management
Founded in the mid-1990s, this SaaS provider offers a powerful travel data management and analytics platform designed specifically for corporate travel and expense teams—serving both fast-growing companies and Fortune 500 enterprises. Their comprehensive suite of services includes consolidating highly fragmented travel data into a unified source of truth, powering virtual card payments, delivering integrated expense reporting, and enabling AI-ready analytics for predictive insights and smarter travel program management.
Disconnected tech stacks and buried data assets restricted real-time support
The client wanted to deliver round-the-clock, 24/7 contextual support directly within their active platforms without expanding support team headcount. However, structural data fragmentation limited their ability to automate service effectively.
- Siloed ERP Systems: Historical case data was housed natively in NetSuite, remaining completely disconnected from the Salesforce customer management platform.
- Isolated Knowledge Assets: Vital knowledge resources resided in Salesforce’s internal Knowledge Base, entirely separated from the relevant active case and solutions data stored in NetSuite.
- Unstructured Formats: Essential troubleshooting information was buried deep within static spreadsheets and complex PDFs, making real-time, context-driven support highly inefficient.
Centralizing the Customer 360 profile to fuel autonomous, cross-platform resolution
An intelligent Agentforce Service Agent framework was designed and engineered for deployment across the client’s various customer-facing applications, enriching their complete Customer 360 profile within Data Cloud.
- 01 / Embedded Contextual Interface: Enabled the autonomous Service Agent to provide highly personalized, context-aware answers directly within the Grasp SaaS platforms.
- 02 / Custom Search Indexing: Engineered custom search indexes tailored to the organization's unique vocabulary, technical terminology, and medical device documentation layout.
- 03 / Cross-Platform Case Orchestration: Integrated MuleSoft for end-to-end flow integration, orchestrating automated Case creation directly within NetSuite using data securely captured by the Agent in Salesforce.
Scaling service capacity through intelligent data access
The rollout of the intelligent AI Agent successfully transformed the customer care division from a reactive search process into a streamlined, high-productivity support engine.
- Eliminated Data Silos: Empowered customer care teams to rapidly find precise, relevant answers across previously siloed data sources.
- Elevated Support Quality: Enabled service teams to deliver faster, more reliable, and noticeably higher-quality support to customers.
- Accelerated Agent Time-to-Value: Drastically cut down onboarding and training timelines, allowing newly hired agents to hit the ground running immediately.
- Optimized Resolution Efficiency: Maximized first-time resolution rates while scaling overall service capacity without expanding headcount burdens.