Every Minute Counts: How to Maximize Agentforce ROI in Service Cloud

The Challenge: Managing Service Cloud at Scale

Managing Salesforce Service Cloud instances, whether for a single service or multiple service clouds, presents various challenges. Identifying service bottlenecks, understanding org health, onboarding new team members and optimizing processes can be time-consuming and resource-intensive. This often results in inefficiencies, increased costs, and slower time to value for clients.

Every minute counts in customer service. You might run a small call center just trying to provide great service or maybe you’re in a large organization managing complex case workflows. Either way, process optimization is the key to success. Whether you are rolling out Agentforce or just trying to optimize your current processes, you need strategies to speed up process optimization.

‍

Example 1: A Single-Service Cloud Organization

Consider a healthcare provider utilizing Salesforce Service Cloud to manage patient support inquiries. Their primary challenge is ensuring seamless case resolution while maintaining compliance with healthcare regulations. Bottlenecks in case resolution, inefficient workflows, and a lack of visibility into system performance result in prolonged response times and compliance risks.

Example 2: A Multi-Service Cloud Organization

Large enterprises or Business Process Outsourcing (BPO) companies managing customer service operations for multiple clients across different industries face even greater complexity. With multiple Salesforce Service Cloud instances to maintain, each with unique configurations, workflows, and compliance requirements, ensuring efficiency and standardization across all service clouds becomes a major challenge.

The Solution: Hubbl Technologies

Hubbl Technologies is an AI-driven org optimization platform powering the first process mining app built on Salesforce and is designed to address these challenges head-on. By leveraging Hubbl Diagnostics and Process Analytics, organizations can gain unprecedented visibility into their Salesforce orgs, identify areas for improvement and implement targeted optimizations.

Hubbl Diagnostics: Uncover Hidden Potential

Hubbl Diagnostics provides a comprehensive assessment of Salesforce orgs, uncovering critical issues and areas for improvement.

For a healthcare provider running a single Service Cloud instance, this translates to:

• Time Savings: Reducing time spent on identifying compliance and efficiency issues, allowing Salesforce teams to focus on more strategic initiatives.
• Cost Reduction: Faster case resolution and reduced operational overhead by identifying system inefficiencies and optimization opportunities.
• Compliance Assurance: Ensuring all patient interactions adhere to security standards, reducing the risk of costly violations.

Hubbl Diagnostics saves a minimum of 80 hours per scan for org discovery. If the healthcare provider’s production org and a sandbox are analyzed once per month throughout the year, ~1920 hours are saved per year in org discovery time. That time is valuable and can be used for other more productive work. At an average resource cost of $100/hr, $190k of margin is uncovered. This assumes a single resource leveraging Hubbl Diagnostics. Multiple resources being onboarded can significantly magnify the ROI.

For a BPO organization managing multiple Service Clouds, the impact is even greater:

• Massive Time Savings: Hubbl Diagnostics can save thousands of hours across multiple orgs, allowing Salesforce teams to manage a higher volume of clients without additional resources.
• Higher Margin: Saving thousands of hours equates to a significant increase in margin.
• Increased Project Revenue: Identifying and addressing system inefficiencies can generate millions in remediation and optimization projects.

Since a BPO may work with hundreds or thousands of Salesforce orgs, the ROI scales accordingly. For example, a BPO leveraging Hubbl Diagnostics across 50 orgs can save 4000 hours of discovery time leading to $400k in uncovered margin. Since BPOs often manage a customer’s Salesforce instance, optimization recommendations translate into billable hours for org optimization. 

Process Analytics: Streamline for Success

Hubbl's Process Analytics tool identifies bottlenecks and inefficiencies in business processes.

For a healthcare provider, this means:

• Faster Bottleneck Identification: Quickly pinpointing delays in case resolution, leading to improved patient satisfaction.
• Increased Productivity: Business analysts can optimize workflows, reducing case handling time.
• Significant Cost Savings: Reducing redundant steps in case resolution results in lower operational costs.

If we assume business analysts and Service Cloud Owners experience a 30% increase in productivity on an assumed three-week discovery project, each project saves 36 hours. This amounts to 108 hours saved per year if 3 optimization projects are run in Service Cloud. At a $100/hr resource rate, this leads to $10,800 in savings annually.

Additionally, increasing human agent efficiency in Service Cloud delivers even greater impact. With 5 million cases processed annually, saving just one minute per case results in 83,333 hours saved—equating to $1.25 million in savings per org (assuming $15/hour per agent).

For a BPO organization, the benefits scale dramatically:

• Faster Process Discovery: Saving thousands of hours in business process discovery across multiple clients.
• Improved Standardization: Streamlining operations across different service clouds ensures consistent quality and performance.
• Massive Cost Savings: With an estimated five million cases handled per Service Cloud org annually, even a one-minute efficiency gain per case translates into tens of millions in savings.

A BPO using Hubbl Process Analytics across 50 Service Cloud implementations can save 1,800 hours per year—equating to $180,000 in cost savings assuming a $100/hr resource rate. If each Service Cloud runs 3 optimization projects per year, this translates to a $540,000 ROI.

The human agent efficiency gains are even greater. With 5 million cases processed annually, across 50 organizations, this scales up to a staggering $62.5 million in savings per year.

The numbers speak for themselves—enhanced automation and process improvements in Salesforce lead to massive efficiency gains and cost reductions.

The Combined Power of Hubbl Technologies:

When combined, Hubbl Diagnostics and Process Analytics offer a powerful solution for optimizing Salesforce Service Cloud orgs. Organizations managing a single cloud can see rapid efficiency gains, while multi-service cloud enterprises like BPO providers can achieve a multi-million-dollar ROI.

Beyond the calculated ROI, Hubbl Technologies provides several additional benefits:

• Faster Time to Value: Accelerates the deployment and optimization of Agentforce, allowing businesses to realize benefits sooner.
• Improved Trust: Provides a quantitative and objective view of Salesforce orgs, fostering trust and collaboration with stakeholders.
• Reduced Risk: Enhances scope accuracy and reduces rework and minimizes potential pitfalls.
• Consistent Quality: Ensures the delivery of excellence, aligned with Salesforce best practices.

Conclusion:

Hubbl Technologies offers a compelling solution for organizations of all sizes seeking to optimize their Salesforce Service Cloud instances. Whether you're a single-service cloud business or a BPO managing multiple clouds, Hubbl Diagnostics and Process Analytics can unlock significant ROI, improve efficiency, and deliver exceptional value.

‍