Transforming CX with AI
JPW Industries streamlined service operations, reduced response times, and improved customer engagement using AI-driven automation and intelligent search.
JPW Industries, a leading provider of woodworking and metalworking tools, faced operational challenges across order servicing and customer support. Fragmented Salesforce data, manual processes and inconsistent communication made it difficult for agents to resolve cases quickly, process purchase orders efficiently and capture the data needed for accurate reporting. JPW needed to improve efficiency, customer satisfaction and seasonal workforce flexibility.
the solve
How we helped
JPW partnered with Acxiom to implement Salesforce AI solutions, including Agentforce, Einstein AI and MuleSoft Intelligent Document Processing. Together, these tools automated the intake and processing of digitized purchase orders, extracted and moved order data from Salesforce to SAP, and improved service workflows through natural language search, automated case summaries, standardized classification and brand-aligned agent communications. By reducing manual tasks and streamlining information access, JPW enabled agents to resolve inquiries faster and focus on higher-value customer support.
reduction inresponse time
averagehandle time
reduction incase turnaround
The implementation reduced order processing time from days to hours, improved system outage recovery time by 95% and lowered errors from manual data entry. With fewer resources tied to order processing, JPW was able to refocus teams on true customer service issues, optimize headcount, and create two new roles to support more efficient service operations.
“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.”
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