Hagen Group Transforms Customer Service with Agentforce AI
CLIENT NAME:
Hagen Group
INDUSTRY:
Manufacturing
PROJECT LENGTH:
4-8 Weeks
TEAM SIZE:
4
PROJECT BUDGET:
$70,000-$100,000
Technologies:
Client: Hagen Group
Hagen Group Transforms Customer Service with Agentforce AI
Facing increasing customer service demands, Hagen partnered with Coastal to deploy Agentforce, an AI-powered customer service solution. Coastal migrated 1,500 FAQ answers into structured Salesforce Knowledge Articles, laying the foundation for AI. They then launched an AI-driven service agent on Hagen's Fluval Aquatics website, assisting customers with product inquiries, order status, and warranty assistance. The solution also included automated FAQ handling, Case Creation and Escalation as well as advanced analytics dashboards, and AI-powered customer insights via Data Cloud, significantly reducing response times and misrouted cases. The next phase involved expanding the Agentforce solution to support Hagen’s Catit product line.
Key Moments
The Introduction Moment
The partnership between Coastal and Hagen began in 2021, with an initial focus on implementing CPQ and optimizing their existing Service Cloud to enhance order processing and customer support. Since then, Coastal has developed a strategic roadmap aligned with Hagen’s vision of building a seamlessly connected ecosystem—leveraging Consumer Goods Cloud, Retail execution, Marketing Cloud, Data Cloud, and AI to drive operational efficiency, deepen customer engagement, and accelerate digital transformation across its brand portfolio.
The Introduction Moment
The partnership between Coastal and Hagen began in 2021, with an initial focus on implementing CPQ and optimizing their existing Service Cloud to enhance order processing and customer support. Since then, Coastal has developed a strategic roadmap aligned with Hagen’s vision of building a seamlessly connected ecosystem—leveraging Consumer Goods Cloud, Retail execution, Marketing Cloud, Data Cloud, and AI to drive operational efficiency, deepen customer engagement, and accelerate digital transformation across its brand portfolio.
The Moment of Trust
Coastal quickly demonstrated value by identifying Hagen’s highest-volume, highest-cost customer service areas and migrating critical knowledge data into Salesforce. This strategic approach earned Hagen’s trust, showing Coastal’s deep understanding of their immediate needs and long-term goals.
The Moment of Trust
Coastal quickly demonstrated value by identifying Hagen’s highest-volume, highest-cost customer service areas and migrating critical knowledge data into Salesforce. This strategic approach earned Hagen’s trust, showing Coastal’s deep understanding of their immediate needs and long-term goals.
The Eureka Moment
The transformative moment occurred when Hagen saw the immediate impact of deploying AI-powered self-service. By leveraging structured Salesforce Knowledge Articles and automated FAQ handling, Hagen realized how AI could drastically reduce workload and improve customer experiences, validating their strategic move toward becoming an AI-powered organization to thrive in the decades to come.
The Eureka Moment
The transformative moment occurred when Hagen saw the immediate impact of deploying AI-powered self-service. By leveraging structured Salesforce Knowledge Articles and automated FAQ handling, Hagen realized how AI could drastically reduce workload and improve customer experiences, validating their strategic move toward becoming an AI-powered organization to thrive in the decades to come.
The ROI Moment
The AI-powered solution is transforming efficiency and service quality across both product lines. By automatically recognizing callers, matching accounts and cases pre-conversation, and pre-populating data through IVR integration, agents receive complete context before calls begin. This reduces case handling time by 98.6% while delivering a more personalized experience. Automated processes—from caller recognition to AI-generated real-time call summaries—eliminate manual data entry and streamline case creation, allowing agents to focus on problem resolution rather than administrative work. Centralized dashboards now provide improved global reporting, enabling faster, data-driven decisions. With omni-channel scalability and enhanced supervisor oversight tools, teams are better equipped to route cases efficiently and maintain high service standards across geographies, positioning the organization for continued growth and customer loyalty.
The ROI Moment
The AI-powered solution is transforming efficiency and service quality across both product lines. By automatically recognizing callers, matching accounts and cases pre-conversation, and pre-populating data through IVR integration, agents receive complete context before calls begin. This reduces case handling time by 98.6% while delivering a more personalized experience. Automated processes—from caller recognition to AI-generated real-time call summaries—eliminate manual data entry and streamline case creation, allowing agents to focus on problem resolution rather than administrative work. Centralized dashboards now provide improved global reporting, enabling faster, data-driven decisions. With omni-channel scalability and enhanced supervisor oversight tools, teams are better equipped to route cases efficiently and maintain high service standards across geographies, positioning the organization for continued growth and customer loyalty.
"We have been working with Coastal since 2021. Their ongoing support of our long-term vision and strategy has empowered us to anticipate customer needs and deliver exceptional experiences at every touchpoint, driving measurable increases in both customer loyalty and lifetime value.” Director of Specialty Brand Marketing, Rolf C. Hagen Group"
— Damian Hall, Dir of Marketing, Hagen Group
The Team:
Jane Durbin
Account Manager
Todd Carey
Senior Solution Architect
Brian McDonald
Director
Seth Maxwell
Senior Solution Architect