Client Overview
Industry
Consumer Services
Region
Oakland, California
Company Size
1,001-5,000 Employees
Featured Solution
Einstein Case Wrap-Up
About the Client
This U.S.-based fintech pioneer has redefined how millions manage their money. With a platform that powers free credit scores, smart savings tools, personalized credit recommendations, identity protection, and tax filing, the company serves over 10 million members and is backed by some of the most trusted names in financial services.
Manual Processes Slowing Down a High-Volume Support Engine
Despite using Salesforce Service Cloud, the client’s support teams faced a persistent challenge: each agent had to manually fill out 10–12 mandatory fields before closing a case. With daily case volumes reaching 10,000–12,000, these manual steps became a significant drain on agent productivity and process consistency.
Key friction points included:
- Manual wrap-up steps consume valuable agent time
- Inconsistent data entry across mandatory fields
- Slower case closures impacting resolution metrics
- Reporting inaccuracies due to human error
In an environment where speed, accuracy, and data integrity define CX outcomes, the client needed a smarter way to close cases at scale.
Operational Impact: Lost Time, Inaccurate Reporting, and Slower Service Loops
These issues had broader implications beyond lost time:
Reduced Agent Productivity
Agents spent unnecessary time on administrative tasks, limiting bandwidth for resolution.
Inaccurate Reporting
Manual entry errors led to flawed insights on case types, resolution quality, and team performance.
Slower Feedback Loops
Incomplete data made it harder to optimize training, knowledge base content, or hiring decisions.
Inconsistent Experiences
Slow wrap-up cascaded into slower responses, repeat tickets, and inconsistent service quality.
Grazitti’s Solution: Intelligent Wrap-Up at Scale Using Salesforce Einstein
To address these inefficiencies, Grazitti implemented an AI-led solution using Salesforce Einstein Case Wrap-Up and Reply Recommendations. The approach focused on data integrity, automation, and speed of execution.
What We Delivered:
- Einstein Case Wrap-Up Activation
Enabled classification apps and Chat for Einstein Case Wrap-Up in Salesforce Service Cloud.
- Custom Prediction Model
Built a tailored model using 400 historical closed cases from MS Training to accurately predict values for key wrap-up fields.
- Configurable Field Predictions
Defined when Einstein should recommend, auto-select, or auto-save field values, ensuring flexibility for agent adoption.
- Service Console Enablement
Deployed the Einstein Field Recommendation component within the Service Console, giving agents real-time AI suggestions.
- Reply Recommendations Setup
Activated Einstein Reply Recommendations to suggest contextually relevant responses, accelerating resolution time.
Results That Moved the Needle
The transformation delivered immediate and measurable outcomes across operational and strategic layers. Agent productivity rose by 20% with reduced manual effort, while AI ensured 100% consistency in wrap-up data, powering better analytics. Einstein Reply Recommendations enabled faster, more accurate responses, and improved data quality, strengthened training, coaching, and hiring decisions.
Highlights
Einstein Case Wrap-Up & Reply Recommendations Deployed
20%
Increase in Agent Productivity
100%
Accuracy in Case Closure Metadata
Faster, More Consistent Responses Across Channels
Conclusion
By combining intelligent automation with tailored AI models, Grazitti delivered a high-impact wrap-up solution that elevated the entire support experience. With measurable gains in productivity, accuracy, and response speed, the solution now serves as a scalable foundation for continuous service excellence.
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