What We Faced
Challenge
A Wholesale Energy Marketing Client, leading in the low-carbon energy sector, sought to modernize their sales and service operations but faced several roadblocks. Their sales team lacked a standardized outreach process, resulting in inconsistent messaging, misspellings, and no clear visibility into outreach status. This made it difficult for leadership to track engagement metrics or report effectively on activity. Sales reps also had to pull data from disparate sources like LinkedIn, Power BI, and internal tools, just to prepare for a single customer conversation. On the service side, support teams struggled with disjointed case data and site-level reporting, often relying on manual processes to compile summaries.
Implemented Technologies
Salesforce Agentforce Generative AI (Prompt Templates, Einstein Sales Emails), Einstein for Sales, Flows, Apex
What We Did
Solution
The client chose to partner with MRE Consulting to implement Salesforce Agentforce, leveraging generative AI to elevate the performance of both their sales and service teams. MRE worked closely with the client to identify and prioritize high-value use cases and delivered a working prototype through an agile, collaborative process.
On the service side:
- Implemented AI-generated case summaries that standardized documentation, minimized manual entry, and improved data consistency across teams.
- Introduced roll-up insights that provided at-a-glance visibility into Site level trends, allowing leadership to better understand common pain points.
- Enabled AI generated email drafting, reducing the time spent crafting repetitive responses and updates.
- Improved reporting accuracy and timeliness by ensuring service data was captured in a consistent and structured format, ready for dashboards and performance tracking.
On the sales side:
- Built a streamlined SDR outreach workflow with AI-generated email templates for every step of the outreach cycle, improving consistency and professionalism in communication.
- Developed a custom call script flow, powered by generative AI, to assist SDRs with real-time talking points tailored to voicemail or live interactions.
- Enhanced the Lead object with enriched strategic data fields (e.g., company insights, business challenges), enabling reps to engage more intelligently without toggling between systems.
What We Delivered
Results
Although the initiative is still in its early stages, the client’s service and sales teams have already realized improvements in standardization, speed, and ease of communication. The use of AI-generated case summaries and sales outreach messaging has reduced the time spent manually drafting emails and support updates. Sales leadership now has clearer visibility into engagement activity, and support teams can consistently document and surface case level insights. By consolidating critical customer information into a single platform and automating routine communications, the client is well positioned for ongoing efficiency gains.
Importantly, even at this early point, the client’s internal development team has reported strong adoption across both sales and service users. Agentforce has become part of their daily operations, and the team has already begun enhancing the solution internally, demonstrating both satisfaction with the implementation and confidence in its long-term scalability. Their feedback highlights the partnership and delivery experience as well, describing MRE as “honest, good people with strong knowledge – helpful and resourceful.”
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