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 scale this experience and meet growing demand, the company turned to customer service automation. Salesforce, along with trusted partner RafterOne, helped JPW implement AI-driven solutions that deliver faster, smarter, and more reliable service 24/7.
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 RafterOne, a trusted AI implementation expert and official Agentforce partner, to spearhead their customer service automation strategy with Salesforce.
The goal was to look at JPW’s processes, automate them with AI where possible, and create something scalable. The project quickly grew beyond just order automation into something much larger, poised to enhance service across call centers, technical support, and direct sales teams.
The AI Advantage in Manufacturing
JPW did it—you can too. Automate your processes and deliver better service at scale.
Streamlining Service and Sales with Salesforce
Together with RafterOne, 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 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, Advisory Solutions, Director at RafterOne
By adopting a customer service automation solution with Salesforce, JPW also unlocked 24/7 support capabilities, empowering their team to serve clients 24/7. With manual work reduced and knowledge more accessible, the team can now focus on high-value customer interactions that build loyalty and long-term success.
Uncover the Full Story
Explore JPW Industries and RafterOne’s success story on how they used Salesforce AI to transform support and operations in a 2-minute case study.
Delivering Measurable Results Through AI Innovation
As an official Salesforce Agentforce partner and one of the original Agentforce implementers, RafterOne’s 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 customer service automation 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
The transformation significantly improved customer service management, delivering faster, more accurate, and personalized customer experiences. With Salesforce Einstein Service Agent and Visual Remote Assistant in place, JPW experienced positive results, with a 15% increase in cases handled, a 12% reduction in response time, and lower rental return rates. Clients noticed the difference.
Through enhanced features with Einstein and Agentforce, JPW achieved:
- Increased operational efficiency by reducing manual processes
- Faster resolution times for customer inquiries
- Centralized knowledge-sharing, improving team productivity and customer satisfaction
- 24/7 customer support, enabling service beyond traditional business hours
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.
What Is Customer Service Automation in Salesforce?
Customer service automation in Salesforce refers to the use of AI agents, machine learning, and workflow tools to handle repetitive service tasks without constant human intervention. These tasks might include auto-routing support tickets or surfacing help articles based on case intent. Customer service automation streamlines service delivery and reduces the burden on human agents.
At JPW Industries, Salesforce automation tools like Agentforce and Einstein Service Agent were used to process orders, resolve cases faster, and make key service data more accessible to their teams. These automations now run in the background 24/7, giving customers immediate support while freeing employees to focus on more complex, relationship-driven tasks.
Whether your business needs assistance with scaling support during busy seasons, enabling real-time service insights, or more, customer service automation with Salesforce allows companies to deliver faster, smarter, and more efficient customer experiences.
Why Customer Service Automation Matters
Customers today expect fast, accurate service, any time they need it. However, for growing businesses, scaling high-quality support often means overloading teams, relying on manual processes, or compromising on speed.
With tools like Salesforce Einstein and Agentforce, companies can implement task-specific customer service automation to streamline high-volume workflows, proactively support customers, and reduce time spent on repetitive tasks.
What This Means for You
If your organization is facing rising service demands or struggling to keep up with manual systems, JPW’s journey shows what’s possible. Customer service automation with Salesforce isn’t just for global brands; it’s for any company ready to modernize support and scale smarter.
Ready to see what this could look like for your business? Watch the full webinar to explore how Salesforce and RafterOne helped JPW Industries reimagine customer service with AI.
