How Domo Chemicals Boosts Customer Service With 65% Using Agentforce

DOMO Chemicals, Leuna site 1

DOMO Chemicals is a leading engineering materials producer and highly integrated solutions provider committed to the sustainable future of polyamides.

The company relied on a single employee to handle all service requests across Europe, despite this responsibility being secondary to her primary role. In practice, these inquiries consumed the majority of her working hours.

The requests typically fell into several categories: customers seeking specific component properties, flammability ratings, or complete technical data sheets.

Conversely, many clients approached with performance requirements, asking for component recommendations that would meet their particular specifications.

The Challenge

Domo Chemicals faced significant operational inefficiencies in their European customer support system, where a single employee managed all service requests as a secondary responsibility. This arrangement created several critical challenges:

Resource Allocation and Capacity Issues

The designated employee couldn't focus on her primary job functions due to overwhelming support demands. The small team structure provided no viable options for redistributing the workload, leaving her to handle the entire European customer base alone.

Manual and Time-Intensive Processes

Each inquiry required extensive manual research across multiple systems and file formats. The employee had to search through PDFs using basic controls, navigate disparate databases with limited Salesforce integration, and frequently consult colleagues for missing information before crafting personalized responses.

High-Volume, Repetitive Requests

While individual questions about technical specifications, safety data sheets, product recommendations, and regulatory documentation were straightforward, their sheer volume created a significant time burden that accumulated throughout each day.

Service Reliability and Availability

The single-person dependency created a critical vulnerability in customer service delivery. Any absence due to illness, vacation, or timezone differences with international customers resulted in complete service interruption, leaving customer inquiries unanswered and potentially damaging business relationships.

The Solution

We developed an integrated Agentforce solution that unified multiple data sources to streamline customer service operations. The system consolidated information from Salesforce CRM, externally hosted documents, and Salesforce-uploaded files into a single, intelligent service framework.

Data Integration and Security:
All disparate data sources were connected through Salesforce Data Cloud, which provided a secure environment for handling sensitive information through proper hashing and security protocols. This integration eliminated the need for manual searches across multiple systems.

Dual-Agent Architecture:
The solution employed two specialized agents with distinct capabilities and access levels. The primary agent served customers through the website interface, performing product lookups, generating recommendations, providing relevant documentation, and routing complex inquiries to appropriate team members when human intervention was required.

A secondary agent was configured with enhanced document retrieval capabilities to handle email-based customer service requests. This agent automatically filtered incoming questions to identify those it could answer independently, then pre-populated response drafts with relevant information and attached necessary documents, significantly reducing manual response time.

Access Control and User Experience:
The Experience Cloud agent was configured with selective visibility based on client requirements. Internal users and authenticated clients could access the full agent capabilities through the Experience Cloud site, while anonymous external visitors were restricted from using the service. The email-based agent addressed the continued preference of Domo customers for email communication, ensuring comprehensive coverage across their preferred channels.

"We can generate new business, on top of answering customer questions and gaining operational efficiency.”

Daniel Alvarez, CIO at DOMO Chemicals

The Approach

Following the proven 5-step delivery framework of our Agentforce Accelerator, we were able to significantly increase the speed of deployment for DOMO Chemicals.

Use Case Design

First, we held an ideation workshop to identify priority Agent use cases. Making sure that the use case was tied to DOMO's business objectives and KPIs.

AI-Readiness

Great AI starts with data, so we had to evaluate the existing data sources, landscape, AI capabilities, & AI-readiness to implement AI solutions using Agentforce.

Data Foundations

Data sources were consolidated in Salesforce Data Cloud, creating a unified knowledge base within the Salesforce ecosystem to support both agents.

Agentforce QuickStart

The service agent was configured to recognize specific questions and filter others, with custom actions for data gathering and response generation. Custom integrations included file handling, RAG-powered product recommendations, and distinct behaviors for website versus email interactions. After iterative testing with support team involvement, the solution was deployed through UAT to production with staff training on usage and maintenance.

Launch & Success

Continuously monitor and evaluate the performance and financial impact of the deployed AI Agent solution to track & report ROI.

The Impact

The solution was delivered in just 5 weeks from initial data collection to live deployment. The employee previously handling all European support requests can now focus on her primary job responsibilities, only engaging when the agent requires escalation for complex inquiries it cannot resolve independently.