Case study July 16, 2025

Transforming K–12 nonprofit support with AI-powered agents

Support emails, web forms, and manual steps were piling up faster than the team could respond. With an automated, AI-powered workflow, the organization unlocked rapid resolutions and a support experience built for scale.

Service

Salesforce Data and AI

The result? What once took days or hours now wraps up in minutes - dramatically reducing backlog and improving responsiveness. The streamlined, automated support engine allowed the nonprofit to offer reliable help at scale without overloading staff.

About the company

This U.S.-based nonprofit is committed to advancing K–12 education through high-quality, knowledge-based instructional materials in core subjects like math, English, and science. Their mission is to support teachers and students by delivering rigorous academic content in classrooms across the country.

Challenge

As part of a broader digital transformation strategy, the organization needed to modernize its customer success operations and improve the overall support experience. With thousands of inquiries coming in through various channels—email, web forms, and more—the support team was overwhelmed by:

Case requests arriving through multiple, unstructured input sources
Inconsistent references to purchase order numbers and account data
Complex resolution scenarios requiring external system integrations

The organization needed an intelligent, scalable solution to streamline case intake, triage, and resolution with minimal human intervention.

Solution

We implemented an end-to-end, AI-driven solution using Salesforce Service Cloud and Agentforce to revolutionize the organization’s case management system. The solution acts as a first line of response, automatically processing and categorizing incoming cases with precision and speed.

Our focus areas

AI & Automation
Salesforce Service Cloud Implementation
Process Modernization

Project highlights

AI-powered case routing, parsing, and response
Intelligent triage based on sentiment and context
Automated resolution workflows
Rapid case handling at scale

Tech stack

Salesforce Service Cloud
Agentforce

Results

This successful implementation sets a new precedent for AI-powered support experiences, with extensibility built in for future enhancements.

Case resolution time reduced to minutes

thanks to intelligent automation

Significant decrease in human intervention

in routine case handling

Flexible framework

empowered Salesforce Admins with better control and faster adjustments

5 Business Benefits of Software Reengineering and Refactoring-2

Key capabilities included

Agentforce Agents trained to analyze and act on incoming customer requests
Retrieval-Augmented Generation (RAG) to provide informed answers based on prior cases, purchase orders, account records, and knowledge base content
Sentiment analysis to flag and prioritize cases requiring escalation
Agent orchestration to assign domain-specific tasks to specialized Agents

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