reMarkable scaled customer service with Agent Mark, an AI agent built in Salesforce. After three weeks of deployment, it handled 25,000 customers with a 35% deflection rate and higher NPS than human agents, while the company grew from 200 to 1,100 employees.
5.6x
About 1,000,000 tablets per year
About three weeks
About five months
About 25,000 customers
At remarkable. We're all about better thinking. It's what drives us every single morning. We make paper tablets. Think about it as an endless number of pages to capture your thoughts. Employees has gone up 5.6x in the last three years. We do about a million tablets per year now. As you scale more employees, what's at risk is that we focus on the wrong things. The very core of the company, customer focus comes in jeopardy. And this is where Salesforce really comes in. This unified platform to bring everything together.
Salesforce lets us scale at a rate that wouldn't actually be able to scale.
As a company with high growth.
Adding employees is hard.
It's time consuming.
So when we had the chance to work with Salesforce on agent Mark, which is our customer service agent, we have to give this a shot. We can't hire enough people fast enough. But if these agents can actually help us, let's do that.
We've connected it to knowledge articles ready to answer questions for our customers, help with troubleshooting steps.
And with Salesforce's help, it was live within about three weeks.
And then our human agents can work on covering more complex areas when a human involvement is needed. The real breakthrough with agentforce was when we brought the ticket creation into Slack. They could just simply stay In Slack, ask AgentForce to create a ticket for them. Training a new employee in 20 minutes. Is that even possible? Of course not. So building an agent in 20 minutes, I consider it a huge achievement.
Agent Mark has been live for about.
Five months now or so. He served 25,000 customers.
NPS scores surpassed the ones of our human agents. And currently we do have a deflection error rate of around 35%.
It's like this collaboration that we're seeing between agents and humans.
It's not us versus them, it's we. Suddenly it's this way of working that.
Lets teams move at their natural tempo. This is the perfect tool for a team to run its speed. Salesforce can deliver digital labor. And I get to wake up in the morning thinking about customers. When it comes to Salesforce, why would.
You go anywhere else?
