Certinia’s customers will be amongst the first to benefit from the productivity boost that Agentforce promises.
Salesforce has unveiled Agentforce, a suite of autonomous AI agents that augment employees and handle tasks to help drive unprecedented efficiency and customer satisfaction.
Certinia is among the first organizations to join Salesforce’s Agentforce Partner Network: a group of leading technology partners dedicated to extending the value of Agentforce for our customers.
Salesforce’s Agentforce platform promises to transform how businesses operate by deploying autonomous AI agents alongside employees, moving beyond traditional copilots and chatbots to deliver true autonomous reasoning and decision-making capabilities.
With this advanced autonomy, businesses can scale their operations while maintaining a high level of customer interaction and service.
Agentforce combines Salesforce’s core metadata framework in Data Cloud and Einstein and extends the power of their Customer 360 to help customers reduce cost, scale workforces and dramatically improve their customer and employee experiences.
Partnering with Salesforce means that Certinia’s customers will be amongst the first to benefit from the productivity boost that Agentforce promises.
The early partnership is pitched as a reflection of Certinia’s relationship with Salesforce as a top Independent Software Vendor, native to Salesforce’s platform, and will ensure customer needs are influencing the direction of Agentforce from day one.
This partnership also marks a critical milestone of our AI journey to unlock new possibilities for customer success at scale. In line with Certinia’s broader AI approach, this partnership will help us more quickly innovate on tangible AI use cases to help drive major improvements across retention, CSM productivity and customer growth for Customer Success organizations.
Supercharging The Future of Customer Success with AI
As a first-mover on the Agentforce Partner Network, Certinia is developing several use cases to help transform the potential of Customer Success organizations, including a Certinia Customer Success Agent – an AI-powered assistant designed to empower Customer Success Managers (CSMs) to automate complex processes and make more strategic, data-driven decisions.
As Customer Success Manager teams increasingly work in pooled models to support multiple customer accounts, AI-powered agents can help to proactively monitor customer health across the account, spot and prioritize potential risks and suggest actions based on best practices.
Certinia anticipates that the Customer Success Agent will directly assist CSMs in summarizing data, drafting customer facing material and coaching on the right step to take next based on best practices.
By leveraging Salesforce Data Cloud and Slack integration, Certinia is also imagining new ways to enhance customer experiences with personalized interactions that span across the Salesforce platform.
Certinia’s AI Philosophy: Enable Tangible Business Impact
As professional services organizations (PSOs) are increasingly adopting AI to meet key business objectives, they’re often not traveling a linear path to value realization.
According to the Global Service Dynamics report, while 81% of PSOs are looking to use AI to increase efficiency, only 54% of services leaders report that adapting to AI is one of their biggest challenges, alongside economic volatility and competition for skilled talent.
Certinia’s AI philosophy is designed to meet these challenges head-on by focusing on tangible benefits that help increase win rates, reduce project delivery risk, and improve customer and employee satisfaction.
This approach follows three key principles:
- Deployable: AI must be broadly distributed across the workforce and integrated into business processes – not limited to isolated use cases.
- Actionable: AI should provide insights that drive real business decisions and have a measurable impact.
- Closed-loop: AI must be part of a system that continuously learns and improves based on the data it’s fed.
AI-Driven Capabilities for PSOs: Certinia AI in Action
Certinia’s AI capabilities, built directly into its platform, extend beyond Customer Success to help PSOs maximize their AI adoption while ensuring seamless integration and robust data management.
By harnessing Salesforce technologies like Einstein Discovery, Einstein GPT and Data Cloud, Certinia enables professional service organizations to rapidly deploy AI use cases, including:
- Services estimation: Certinia unveiled new GenAI functionality leveraging Salesforce Agent Builder in its Summer 2024 product release. Copilot Actions for Services CPQ provides hyper-personalization for scoping estimates, using account and delivery data to offer a unified view of the client, their requirements, and goals to generate project scopes. This accelerates the process of creating estimates and SOWs and enables innovative opportunities for delivery that drive revenue and successful outcomes for customers.
- Cash flow forecasting: Predict delays in payment and identify clients at risk of extending payment schedules, enabling finance leaders to take proactive steps to ensure stable cash flow.
- Resource optimization: Pinpoint resource allocation issues, bottlenecks and client dissatisfaction risks – allowing services leaders to adjust project timelines and reallocate resources for greater project success.
- Margin optimization: Analyze historical data to optimize services, focusing on high-margin offerings and eliminating inefficiencies.
- Opportunity win rates: Use predictive indicators to empower estimators to improve bid accuracy and increasing win rates while adhering to discount guidelines.
