About the client
The client is a nonprofit trade association for bridge, structural, ornamental, and reinforcing construction projects. The union has over 120,000 ironworkers across North America. It provides apprenticeship programs to train new ironworkers, which ensures a skilled and safe workforce.
Client challenges
The client faced system and accessibility issues that increased costs, limited visibility, and reduced user engagement.
- Data silos and duplication – Two separate orgs created duplicate records, extra licenses, and redundant integrations, driving up operational costs.
- Limited data visibility – Incomplete, scattered data reduced the effectiveness of analytics and strategic decision-making.
- High maintenance costs – Managing multiple orgs and integrations increased support and upkeep expenses.
- Low user accessibility – Members and potential users struggled to find timely information on services, local union details, and training resources.
- Inefficient information retrieval – Difficulty navigating to key content such as district council details, constitutional guidance, and FAQs led to more support inquiries.
Solution
As the strategic implementation partner, we led the customer through the org consolidation and Agentforce solution journey, delivering the following key outcomes:
- Phased deployment minimized disruption by allowing teams to test, adapt, and provide feedback before full migration, building user confidence and readiness.
- Embedded support and feedback loops post-go-live with an adoption task force delivering hypercare, monitoring usage, and acting on real-time feedback.
- Culture of continuous improvement positioned the consolidated org as a platform for ongoing innovation, leveraging analytics and automation to optimize operations.
- Change management and stakeholder engagement kept 60,000 users informed through steering meetings, workshops, and adoption advocates.
- Tailored training and enablement included role-based sessions, interactive demos, “train-the-trainer” programs, quick guides, and on-demand resources.
- Agentforce virtual assistant configured and deployed with responsive design, integrated FAQs, district council and local union directory, and training center information.
- Custom UI for Agentforce aligned with branding and enabled contextual, dynamic responses for improved user experience.
Benefits
The transformation delivered measurable gains in efficiency, engagement, and access to critical resources.
- 95%+ active user engagement within the first month post go-live.
- Significant reduction in process bottlenecks and duplicate efforts across teams.
- Accelerated time-to-productivity for new workflows and processes.
- Faster, self-service access to district council, local union, and training center information through Agentforce, reducing dependency on support teams.
- Consistent and on-brand user experience across devices with Agentforce’s responsive, customized interface.
- Reduced resolution times by 80% by automating repetitive queries through Agentforce, enabling human agents to focus on complex issues.
Our role extended beyond technical delivery, we acted as a trusted advisor, change leader, and long-term partner, ensuring the customer not only adopted the new Salesforce environment but embraced it as a catalyst for transformation.