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 RafterOne, a trusted AI implementation expert and official Agentforce partner, to spearhead their transformation and integration efforts.
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 impact areas like call centers, technical support, and direct sales teams
The AI Advantage in Manufacturing
Streamline your processes and deliver more for your customers
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
Integrating with Agentforce also gives JPW 24/7 customer support capabilities, enabling them to serve clients outside traditional business hours. With consistent customer support and reduced time spent on manual tasks, the team can focus on high-value customer interactions, strengthening relationships, and driving long-term success.
Uncover the Full Story
Hear from JPW Industries and RafterOne in a 2-minute video
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 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
The transformation significantly improved customer service operations, delivering faster, more accurate, and personalized customer experiences. After launching Einstein Service Agent and Visual Remote Assistant, JPW experienced positive results, with a 15% increase in cases handled and a 12% reduction in response time. Their rental return rate has also decreased, and clients are happy with the changes.
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.
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