- 📍 Location: USA
- 🏭 Industry: B2B E-Commerce / Metals Manufacturing
- 💼 Domain: Agentforce B2B Commerce, Data Cloud & Revenue Lifecycle Management
Challenge
A leading B2B metal marketplace in the USA was losing multi-million dollar deals to competitors because their quotation process took 48+ hours. Buyers purchasing complex alloys needed immediate pricing based on volatile spot market rates, but sales reps manually calculated margins using fragmented spreadsheets.
Key challenges included:
- Pricing Hallucinations & Delays: Without real-time spot market data, quotes were either painfully slow or financially inaccurate, leading to margin erosion.
- Fragmented Buyer Data: Customer order histories, credit limits, and material preferences were siloed across a legacy ERP and email.
- Support Bottlenecks: Sales reps spent 60% of their day answering simple logistics questions ("Where is my shipment?") instead of prioritizing high-value enterprise deals.
The client needed an autonomous, data-first solution to unify pricing logic, automate quotation generation, and deflect low-level logistics inquiries.
Solution
Phenoble implemented a comprehensive AI-first architecture powered by Salesforce Agentforce and Data Cloud to eliminate quotation friction and automate customer service.
Harmonizing the Supply Chain with Data Cloud
Before deploying AI, Phenoble built the foundation. We implemented Data Cloud to ingest real-time metal spot prices, legacy ERP inventory levels, and historical customer purchasing data. This created a single, unified data graph, ensuring AI models would never hallucinate pricing.
Autonomous Quoting with Agentforce Sales Agents
Phenoble developed specialized Agentforce Sales Agents equipped with custom Apex actions. When a buyer submits an RFQ via the Experience Cloud portal, the Agentforce copilot instantly:
- Queries Data Cloud for the buyer's negotiated discount tier.
- Checks real-time inventory and spot market prices via external API.
- Generates and emails a highly accurate, margin-protected PDF quote in under 3 seconds.
24/7 Logistics Support via Agentforce CCaaS
To protect sales reps' time, we deployed an autonomous customer service agent. Connected to the logistics provider's tracking API, the Agentforce bot intercepts shipping inquiries, authenticates the user, and securely provides live tracking updates and BOL (Bill of Lading) documents without human intervention.
Business Impact
- Instant Quoting: Quote turnaround time plummeted from 48 hours to under 3 seconds, increasing win rates by 27%.
- Zero Margin Leakage: Data Cloud-backed pricing rules eliminated manual calculation errors, protecting profitability on volatile metal orders.
- 50% Case Deflection: Agentforce autonomous triage successfully resolved half of all inbound tier-1 support requests (primarily shipping inquiries).
- Rep Productivity Shift: Sales representatives reclaimed 20 hours per week, allowing them to focus entirely on proactive enterprise relationship building.
Tech Stack
- AI & Data:
- Salesforce Agentforce
- Salesforce Data Cloud
- Cloud:
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Revenue Lifecycle Management (RLM)
Result
✔ Autonomous, AI-driven quotation reducing turnaround from 48 hours to 3 seconds.
✔ Pristine data foundation via Data Cloud ensuring zero AI pricing hallucinations.
✔ Agentforce service bot deflecting 50% of routine logistics inquiries.
✔ Highly scalable, autonomous B2B commerce architecture driving immediate ROI.