Outdoor and patio furniture manufacturingOutdoor Furniture Manufacturer
An outdoor furniture manufacturer unified two Salesforce orgs, then added an AI agent to handle routine support email.
This outdoor and patio furniture manufacturer manages two consumer brands through major retail channels. Each brand ran its own Salesforce org. SiiMPLY7 merged them into one, strengthened Service Cloud, then deployed an Agentforce agent for support email.
The challenge
Two separate orgs split customer and case data across brands. A small service team faced seasonal spikes in routine email about parts, manuals, and orders, all landing in a shared inbox with unclear ownership. They needed one system and a way to scale support.
The solution
SiiMPLY7 merged both brands into a single Salesforce org and enhanced its Service Cloud setup. With that foundation in place, the client asked what else was possible. The team deployed an Agentforce agent on Email-to-Case, grounded in a Knowledge base of FAQs and manuals, with sentiment-based escalation to a human.
Implementation highlights
What we built.
- Merged two brand orgs into one Salesforce instance
- Enhanced Service Cloud for unified case handling
- Built Knowledge base from FAQs and product manuals
- Routed customer and vendor emails to separate agent paths
- Added sentiment-based escalation to human representatives
Results
A single Salesforce org serving both brands
Routine support email handled by AI
Escalations tested and tuned before go-live
Engagement summary
What began as an org merge and Service Cloud upgrade grew into an Agentforce deployment, with the agent going live across both brands after phased testing and tuning.
What's next
The client is now on a monthly retainer for agent tuning, vendor case handling, and expanded reporting.
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