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About the client
The client is a New York-based global leader in science-backed solutions for taste, scent, nutrition, and home care. With 22,400+ employees across 150+ countries, the client generates USD 11.48 billion annually, delivering sustainable, tech-driven products that enhance wellness across key industries.
Racing Against Expectations: How Industry Shifts Demanded a Bold Service Transformation
The specialty chemicals and ingredients industry is rapidly evolving, driven by demand for speed, personalization, and transparency. Customers now expect real-time order updates, especially during seasonal peaks and launches, and responsiveness is a key differentiator. For the client, legacy systems couldn’t keep pace with these rising expectations across a complex global supply chain. Transformation urgency was fueled by:
- Growing demand for instant visibility and seamless communication
- Surge in inquiries during peak periods and overwhelming workflows
- A recent merger that left systems fragmented and disconnected
Beyond internal inefficiencies, the client faced rising competitive pressure as peers embraced digital platforms, AI, and data-driven models to deliver smarter, faster, and more personalized services. To retain market leadership and unlock technology’s full potential, the client needed to modernize its service operations, not just to fix issues, but to gain a strategic edge in a rapidly evolving, customer-centric landscape.
Where It Hurt: Silos, Systems, and the Struggle to Serve
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Information silos
Account Managers (AMs) lacked direct access to order data and had to rely on Customer Service Representatives (CSRs), causing delays and communication bottlenecks. This hindered timely responses and led to customer frustration and a fragmented service experience.
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Multiple systems
Data was scattered across various ERP systems and external carrier portals. Post-merger decentralization resulted in non-standardized tools across regions, making information retrieval slow, error-prone, and inconsistent—impacting operational efficiency and customer planning.
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Process inefficiency
Manual handovers and unclear responsibilities led to delayed responses and repeated follow-ups. The core issue wasn’t technician delays but limited data access, which negatively affected customer satisfaction and increased complaints.
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LTIMindtree’s Solution for Intelligent Operations
The client approached LTIMindtree through its digital transformation office, seeking a scalable, intelligent solution. The global operations team brought forward the problem statement.
- Unified Salesforce WISMO Agentforce: Developed a WISMO (Where Is My Order) agent to enable CSRs and AMs to respond to inquiries in real-time.
- Flexible inquiry options: Users can search by Account, PO number, or Order number. Users could retrieve the required data instantly and respond to customers quickly.
- Automated case management: Cases are created and closed automatically within Salesforce—significantly streamlining service operations
- AI-powered email drafting: Uses Salesforce Email Templates to generate quick responses, saving time.
- Zero copy data integration: Connects Snowflake and Salesforce Data Cloud to retrieve order status from SAP—enabling real-time, seamless access to enterprise data without duplication.
- Caching and data security: Custom caching and security strategy ensure fast, secure access.
Each feature of the solution directly addressed the core challenges—eliminating silos, streamlining workflows, and improving response speed.
LTIMindtree’s Solution for Intelligent Operations
The client approached LTIMindtree through its digital transformation office, seeking a scalable, intelligent solution. The global operations team brought forward the problem statement.
Unified Salesforce WISMO Agentforce
Developed a WISMO (Where Is My Order) agent to enable CSRs and AMs to respond to inquiries in real-time.
Flexible inquiry options
Users can search by Account, PO number, or Order number. Users could retrieve the required data instantly and respond to customers quickly.
Automated case management
Cases are created and closed automatically within Salesforce—significantly streamlining service operations
AI-powered email drafting
Uses Salesforce Email Templates to generate quick responses, saving time.
Zero copy data integration
Connects Snowflake and Salesforce Data Cloud to retrieve order status from SAP—enabling real-time, seamless access to enterprise data without duplication.
Caching and data security
Custom caching and security strategy ensure fast, secure access.
Each feature of the solution directly addressed the core challenges—eliminating silos, streamlining workflows, and improving response speed.
Business Benefits
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Up to 85% reduction in response time
for order inquiries
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Higher productivity by 40%
CSRs and AMs handle more requests with less effort
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100% accurate data retrieval
Real-time access to order status across systems
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Improved customer experience by 80%
Faster, more reliable communication
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Automated tracking
Insights into inquiry volume and frequency for continuous improvement
Strategic Execution Plan
LTIMindtree Interactive followed a 5-step roadmap to guide the organization in this talent acquisition framework:
- Strategic alignment: Synchronized with leadership and key stakeholders.
- Opportunity list creation: Identified quick-win opportunities and long-term strategic goals.
- Exploring market options: Evaluated current talent acquisition technologies and identified the best-fit tools.
- Proof of concept: Piloted next-gen AI applications for talent acquisition such as generative AI for job descriptions and candidate outreach.
- Execution: Developed a detailed implementation timeline, prioritizing high-impact areas first.
Beyond Resolution: Building the Next-Gen Service Ecosystem
The client’s deployment of the WISMO Agent marks a major step toward intelligent service operations. With automation, real-time data access, and AI-driven communication, the client is now positioned to scale its service capabilities, reduce operational overhead, and deliver proactive customer engagement globally. This milestone also signals the client’s readiness to embrace the future of AI agents, where autonomous, adaptive systems will redefine service excellence and operational agility.
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