Case Studies
Real Results, Real Architecture.
Representative examples from enterprise engagements across healthcare, insurance, and fintech. Every project grounded in Data Cloud architecture and Agentforce implementation.
These case studies represent composite examples based on real consulting engagements. Specific client details have been anonymized to protect confidentiality.
Agentforce for Member Services
Large Healthcare Payer — 30M+ Members
The Challenge
A large healthcare payer with over 30 million members was struggling with member service agent efficiency. Average handle time sat at 12 minutes per interaction, with agents toggling between three separate systems to answer a single member question. Leadership wanted to explore AI-assisted service but had serious concerns about compliance and accuracy when dealing with protected health information.
Our Approach
- Conducted a full Agentforce readiness assessment, identifying gaps in data quality, system integration, and compliance workflows.
- Designed a Data Cloud unification strategy that brought together claims, eligibility, and provider data into a single member profile.
- Built custom Agentforce actions for member lookup, benefits verification, and claims status — giving agents one-screen access to everything they needed.
- Implemented guardrails and audit logging for PHI compliance, ensuring every AI-generated response met HIPAA requirements.
Results
Data Cloud Unification
Specialty Vision Insurance Provider
The Challenge
A specialty insurance provider had member data fragmented across five or more legacy systems. There was no unified view of the member lifecycle — marketing campaigns were targeting the wrong segments, and data quality issues were causing claim processing delays. The company needed a foundation for personalization and, eventually, AI.
Our Approach
- Architected a Data Cloud implementation to unify member profiles across optical retail, insurance claims, and lab services data.
- Built identity resolution rules that connected members across touchpoints despite inconsistent identifiers across legacy systems.
- Designed calculated insights for member lifetime value and engagement scoring, giving marketing and operations teams actionable data for the first time.
- Established the unified data foundation as the prerequisite for a future Agentforce deployment.
Results
AI-Powered Customer Journey
Fast-Growing Fintech Lender — 5M+ Customers
The Challenge
A fast-growing fintech lender with over 5 million customers needed to personalize the lending journey at scale. Their existing rules-based system could not adapt to customer behavior patterns, leading to high customer acquisition costs and low repeat usage. They needed a data-driven approach to customer engagement without sacrificing financial compliance.
Our Approach
- Designed a Data Cloud architecture for real-time ingestion of transaction and behavioral data, creating a living customer profile.
- Built predictive models for customer lifetime value and credit appetite, enabling smarter targeting and product recommendations.
- Implemented Agentforce for proactive customer outreach and AI-assisted support, reducing the burden on human agents.
- Created a data governance framework for financial compliance, ensuring all AI-driven decisions were auditable and explainable.
Results
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