At JPW Industries, customer satisfaction is an integral part of the company culture. As a prominent leader in woodworking and metalworking tools, JPW firmly believes its success is rooted in customer trust. To advance their customer-first approach, JPW wanted to leverage AI to offer their customers faster, 24/7 service.
The burden of manual process
Driven by a customer-first mindset, JPW sought solutions to improve service and reduce order processing times. Rapid growth and expanded operations had led to a surge in business; with thousands of orders each month received via email and fax. Manually processing these orders demanded significant staff time and seasonal labor adjustments to maintain quick turnaround times and high-quality service. The volume and time-intensive nature of the process created bottlenecks across the sales pipeline, impacting call centers, technical support, and direct sales teams.
Recognizing the need to overcome these operational challenges and enhance service efficiency, JPW partnered with Acxiom, a trusted AI implementation expert and official Agentforce partner, to spearhead their transformation and integration efforts.
Streamlining service and sales with Salesforce
Together with Acxiom, JPW implemented Salesforce Agentforce to improve their operations, automate and streamline order processing, enhance customer support, and build a knowledge database for agents. Processes like order management, customer support, and agent training were automated and centralized using an integrated set of AI tools in the Salesforce platform. These tools were instrumental in enabling faster service and improved customer relationships. It helped centralize knowledge, improved customer relationships. It helped centralize knowledge, improved agent efficiency, and reduced the training time for new employees.
“This solution positions them for sustainable growth, improved customer satisfaction, and a stronger competitive edge.” – Michael Dill, Senior Consultant, Advisory Solutions at Acxiom.
Delivering measurable results through AI innovation
As an official Salesforce Agentforce partner and one of the original Agentforce implementers, Acxiom expertise across the Salesforce ecosystem, combined with transparent communication, exceptional project management, and deep technical knowledge, played a pivotal role in helping JPW Industries unlock the full potential of Agentforce to scale their solution across the business.
“We used to take 16 to 24 hours to process a manual order. We’ve reduced that time to less than an hour. Our case resolution time has been reduced in the neighborhood of 40% while taking on a 15% increase in workload.” – Terri Eshleman, VP of Customer Experience and Direct Sales, JPW Industries.
With the AI tools in place, JPW Industries is now equipped for faster and more efficient customer service opportunities, ultimately contributing to business growth and strengthening customer relationships.
Read the full story and access the video.
Subscribe to our blog
From the Blog
