Empowering Commercial Bakeries and Foodservice Providers Worldwide
The client is a third-generation, family-owned manufacturer of whipped toppings, icings, and dessert fillings serving the baking and foodservice industries. Their products are distributed through an extensive network of distributors and wholesalers across the U.S. and international markets, supporting bakeries, supermarkets, and foodservice providers with both dairy and non-dairy options.
High inquiry volume strained internal support resources
Operating primarily as a B2B manufacturer selling through indirect channels, the client faced operational challenges managing incoming requests.
- Resource Constraints: The company maintained a small, lean support team that was constantly flooded with technical and product-level queries from end consumers.
- Channel Misalignment: Direct consumer inquiries diverted internal resources away from core B2B account growth and commercial operations.
- Distributor Engagement Gap: The client needed an intelligent mechanism to deflect direct consumer inquiries while seamlessly connecting buyers to local distributors and wholesalers.
Automated spec retrieval and location-based distributor matching
A modern, intelligent support framework was constructed using Salesforce Agentforce to automate technical responses and guide customers toward local purchase channels.
- 01 / Agentforce & Data Cloud Infrastructure: Implemented the Agentforce Service Agent powered directly by Data Cloud and automated Salesforce Flows to handle inbound inquiries natively.
- 02 / Knowledge Automation via Data Library: Ingested detailed product specification sheets into the Agentforce data library, enabling the AI agent to deliver instant, accurate responses to complex product questions.
- 03 / Automated Location-Based Routing: Configured interactive lookup workflows that allow end consumers to quickly identify nearest distributors using automated location analysis and tailored recommendations.
Elevated operational efficiency and friction-free customer engagement
The deployment transformed the customer support pipeline from an operational cost center into a direct driver of distributor channel growth.
- Optimized Resource Allocation: Successfully deflected routine product inquiries away from the internal support team.
- Strengthened Distributor Partnerships: Directly routed high-intent buyers to local distributors and wholesalers.
- Streamlined End-User Experience: Delivered 24/7 self-service access to product documentation and regional purchasing options.