This leading HCM provider cut through Salesforce complexity, empowering support agents to capture billable opportunities and drive new revenue with AI.
A global leader in human capital management (HCM) software empowers organizations with comprehensive HR, payroll, and talent solutions. To expand value-added services, the company needed a way to simplify complex Salesforce.com processes that slowed support teams and left revenue on the table. By partnering with Krista, the company transformed this bottleneck into a streamlined, revenue-generating workflow.
Complex Processes Block Billable Service Opportunities
The company’s support team often identifies high-value customer issues that could be converted into billable services. However, converting these opportunities required navigating and updating numerous fields in Salesforce (SFDC), making the process time-consuming and overly complex. The excessive effort discouraged teams from pursuing billable engagements and ultimately led to lost revenue. This complexity was unexpected and served as a barrier to revenue. It made it difficult for the HCM leader to fully capitalize on its customer support touchpoints, where qualified professionals could have been delivering more impactful, paid services. The company needed a strategic shift to reduce manual burden, improve productivity, and unlock latent revenue opportunities.
Manual Work Hurts Productivity and Revenue
The existing SFDC workflow led to several critical challenges for the company:
- Missed Revenue Potential: The process was so cumbersome that many billable cases were never initiated.
- Reduced Agent Productivity: Agents spent time updating Salesforce instead of resolving cases or engaging with customers.
- Increased Training Costs: The complexity created a slow learning curve and required more training time for support personnel.
- Delayed Service Delivery: The manual process slowed down response times and impacted customer satisfaction.
- Poor Automation Fit: Attempts to solve the issue with RPA automation proved ineffective, further delaying progress.
The company recognized it needed a simpler and more strategic solution. Rather than chasing large-scale transformations, the team sought a targeted use case to demonstrate value quickly, gain buy-in, and pave the way for broader automation initiatives.
Krista Orchestrates the Entire Process from Chat
The company selected Krista to streamline billable support processes. Krista was connected directly to the company’s Salesforce environment so agents could interact through her natural language chat interface. This meant that agents could interact with Krista in plain language instead of navigating multiple Salesforce screens to drive the process forward.
The new workflow looks like this:
- Agents input customer account details in Krista.
- They select the appropriate billable service type.
- Krista orchestrates all necessary Salesforce updates behind the scenes.
What previously took several steps across disconnected screens is now a single, cohesive process handled in a conversational interface. Krista automates the updates, reduces errors, and eliminates the need for repetitive training.
Clear Wins Drive Momentum
The results are immediate and measurable. The company expects a significant reduction in the time and complexity required to initiate billable services. Support agents now spend more time helping customers instead of navigating systems. Fewer errors, faster case resolution, and lower onboarding time are already becoming a reality.
The project’s success also opens doors for broader automation efforts. The company is already exploring new use cases, including automating change management reporting by updating internal systems at the database level. These types of wins build confidence across teams and establish a repeatable model for process innovation. By focusing on practical, fast-to-deploy automation with Krista, the HCM leader is not just solving a single problem—it’s laying the foundation for enterprise-wide transformation. Krista proved that intelligent automation can start small and still deliver major results. That’s the kind of momentum every organization needs.
