Agentic Commercial Modernization.

The Diagnostic

The Burden on Specialized Engineering

In the specialized glass manufacturing sector, technical complexity often bottlenecks commercial velocity. Within the glass division of this $200 billion conglomerate, the sales organization faced two significant pain points. First, sales teams struggled to optimally manage a large influx of leads, improve conversion rates, and ultimately increase revenues. Second, highly trained engineers were burdened with answering routine, pre-sales customer inquiries regarding glass specifications, significantly protracting the overall sales cycle.

While leadership recognized the massive potential of artificial intelligence to resolve these issues—specifically by leveraging Salesforce Agentforce internally and proprietary generative AI externally—they lacked a cohesive, deterministic AI strategy and roadmap for value creation. Furthermore, they required full buy-in from commercial team members and expert alignment with IT departments to integrate these intelligence layers without disrupting their established, high-touch sales model.

The Implementation

Architecting the Commercial "North Star"

To actualize this vision, our team engineered a comprehensive strategy and mutli-year roadmap to build AI capabilities, with Salesforce at the core. Simultaneously, we led the delivery of a proprietary, external-facing generative AI solution. This intelligence layer actively engages customers on the website, autonomously handling complex pre-sales questions. This dual-pronged architecture modernized the entire sales cycle, prioritizing salesperson efforts, improving the customer experience, and instantly freeing up specialized engineering resources and accelerating the buyer's journey.