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The engagement transformed fragmented service, sales, and marketing operations into a unified, AI-driven customer engagement ecosystem.
One of India's largest B2B distributors of industrial and electrical supplies faced mounting operational strain as the business scaled. Support teams handled 3,000-3,500 emails daily with manual case classification and routing, quotation generation relied heavily on individual product expertise with error-prone manual discounting, and customer data remained siloed across CRM, SAP Commerce Cloud, and digital platforms with no way to resolve a single customer identity.
For a distributor operating at this scale, service and sales operations are the backbone of customer retention and growth. Without automated classification or SLA visibility, critical cases sat unresolved in queues as volume grew, while disconnected data blocked personalization and predictive insight, capping the company's Believer Score engagement model at roughly 2 lakh users and limiting conversion, retention, and campaign scalability.
InfoBeans delivered a phased transformation across the Salesforce ecosystem: Agentforce introduced AI-driven case classification, brand identification, and automated routing, along with automated quote drafting and AI-assisted response generation. Data 360 unified Customer 360 through identity resolution across CRM, ERP, Commerce, and digital channels, while Marketing Cloud powered real-time segmentation, 25+ automated omnichannel journeys, and predictive next-best-action models. Experience Cloud and CPQ added a self-service portal with guided selling and automated pricing, integrated with Factwise, e-commerce, and chatbot/CTI systems for real-time, cross-platform operations.
The transformation scaled the Believer Score customer base 5x. From 2 lakh to 1 million, while cutting manual quote creation effort by 50-70% and case routing turnaround time by 40-50%. Customer engagement rose 30-40% and conversion rates climbed 20-30%, replacing fragmented, manual operations with a unified, AI-driven ecosystem across service, sales, and marketing.
Most teams have more than enough inside Salesforce. What usually needs attention is how the data, workflows, automation, and day-to-day experience come together so people can actually use it with confidence.
