Overview
A prominent real estate operator, managing large-scale residential and commercial portfolios across urban regions, lacked automation for EMI schedules and lead follow-ups, and delivered a disjointed user experience across property engagement workflows. The absence of structured digital support and automation limited the organization’s ability to respond to customer issues quickly and engage property buyers consistently.
To address these challenges, Halsa extended Agentforce with Service Cloud functionality, enabled EMI reminders, payment detail views, and service case creation; and automated property engagement workflows using Agentforce and Conversational AI, Salesforce Service Cloud, Salesforce Data Cloud, Apex, Flows, and Prompt Templates, delivering 50% faster responses to customer issues and a 30% increase in satisfaction scores.
The Challenge
The organization faced three interconnected challenges affecting customer service and engagement:
- No Digital Service Request Capabilities
Customers had no structured way to raise service requests, leading to manual or untracked issue handling, slower response times, and a poor customer experience. - Lack of Automation for EMI Schedules or Lead Follow-Ups
EMI reminders and lead follow-ups required manual effort, causing delays, inconsistency, and scalability challenges in customer engagement. - User Experience for Property Engagement Was Disjointed
Service requests, payment details, and follow-ups were not connected through a unified interface, resulting in a fragmented customer experience.
Our Solution
Halsa extended Agentforce with Service Cloud functionality, enabling EMI reminders, payment visibility, service case creation, and automated engagement workflows using Agentforce and Conversational AI, Salesforce Service Cloud, Salesforce Data Cloud, Apex, Flows, and Prompt Templates. The solution created a unified, automated property support platform.
- Agentforce Extended with Service Cloud Functionality
Agentforce was integrated with Service Cloud to provide a conversational interface and structured case management, enabling digital handling of service requests, EMI queries, and payment information. - EMI Reminders and Payment Detail Views
EMI reminders were automated to ensure timely communication, while payment details were made accessible through the interface, allowing customers to view schedules and history independently. - Service Case Creation
Customers could raise service requests digitally through Agentforce, introducing a structured and trackable workflow for issue resolution. - Automated Property Engagement Workflows
Lead follow-ups and customer communications were automated through Flows and Agentforce, ensuring consistent and timely engagement across the lifecycle. - Salesforce Data Cloud, Apex, Flows, and Prompt Templates
These technologies supported data integration, automation, orchestration, and AI-driven interactions across customer support and engagement workflows.
Outcome
The solution delivered two measurable outcomes:
- 50% Faster Response to Customer Issues
Digital case creation and automated workflows improved response times by 50%. - 30% Increase in Satisfaction Scores
Improved communication, accessibility, and consistency led to a 30% increase in customer satisfaction.
Conclusion
By extending Agentforce with Service Cloud functionality, enabling EMI reminders, payment detail access, service case creation, and automated workflows using Agentforce and Conversational AI, Salesforce Service Cloud, Salesforce Data Cloud, Apex, Flows, and Prompt Templates, the company transformed its customer support and engagement operations.
Lack of digital service capabilities, manual processes, and fragmented experiences were addressed through a unified, automated platform, delivering faster response times and improved satisfaction while establishing a scalable foundation for ongoing operations.