Reduced Manual Workload with Salesforce Service Cloud and MuleSoft Automation for a Leading Pharma Company

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Overview

A leading pharma company partnered with Info Services to modernize customer service operations using Salesforce Service Cloud, MuleSoft integration, Einstein AI capabilities, and custom Lightning components. The solution focused on automating case management, improving agent productivity, and streamlining customer interactions through AI-driven automation and intelligent workflows.

Objectives
  • Automate case creation from emails
  • Reduce agent workload
  • Improve case classification accuracy
  • Enable real-time productivity tracking
  • Extract structured data from documents
About Client

The client is a leading pharmaceutical enterprise with a strong presence across Canada and the United States. With over 193 years in business and a workforce of 45,000 employees, the organization focuses on delivering high-quality healthcare solutions while continuously modernizing customer engagement and support operations.

Client Profile
Industry

Pharmaceuticals

Years in Business
193
Company Size
45,000+ Employees
Geographical Presence
United States & Canada
Key Success Factors
Strong Integration

Strong integration
between Salesforce and
MuleSoft

AI-powered Automation

AI-powered
automation for
faster case handling

User-friendly Interface

User-friendly
Lightning components
agents

Real-time Monitoring

Real-time
productivity monitoring
and reporting

Accurate Document Extraction

Accurate document
data extraction using
IDP models

Challenges
  • Manual case creation from emails and customer calls increased response time
  • Lack of structured case classification affected routing accuracy
  • Agent inefficiencies during and after calls reduced productivity
  • Difficulty extracting structured data from unstructured documents
  • AI prompts occasionally failed to generate expected responses
Solutions
  • Implemented template-based workflows and intelligent parsing mechanisms
  • Enabled AI-powered voice call summaries and after-call automation
  • Integrated Intelligent Document Processing automated data extraction
  • Developed custom Lightning components for better agent experience
  • Connected enterprise systems seamlessly through MuleSoft integration
Technologies Used
BUSINESS IMPACT

The implementation delivered measurable improvements across customer service operations:

Operational Efficiency:

Reduced manual effort through automation.

Agent Productivity:

Improved productivity with voice summaries and after-Call Automation

Accuracy & Consistency:

Enhanced classification accuracy and process consistency.

Enhanced Customer Experience:

Improved response time and service quality

Monitoring & Governance:

Enabled better tracking and operational visibility.

Results
  • Faster case creation and resolution workflows
  • Reduced manual workload for customer support agents
  • Improved case classification accuracy and consistency
  • Enhanced visibility into agent productivity
  • Better customer response time and experience
Summary
Info Services transformed customer service operations by implementing Salesforce Service Cloud automation, MuleSoft integration, and AI-driven capabilities. Features such as Email-to-Case, Voice Call Summaries, Einstein Case Classification, and Intelligent Document Processing reduced manual effort, improved operational efficiency, enhanced agent productivity, and delivered a better customer experience.
Testimonials
quote

The automation introduced through Email-to-Case and Einstein Classification has significantly reduced our team’s workload. We’re now able to focus more on resolving issues rather than managing them.

quote

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