Customer Success Stories

Simplyhealth

Simplyhealth is a leading UK healthcare provider. The company needed to modernise its service operations as the team was facing key challenges:

• Disjointed systems saw agents switching between platforms for voice and digital channels, with no way to service multiple channels at the same time
• In turn, this prevented agents from getting a single view of customers, slowing down response times and making it difficult to provide the fast, personal support customers expect

As Simplyhealth’s implementation partner, we deployed Agentforce and Agentforce Service, integrating data from multiple systems to create a 360-degree view of each customer. We worked closely with their teams to embed AI responsibly, ensuring governance and security while enabling automation across channels.

Through this strategy, Simplyhealth has seen some impressive outcomes, including:

• 90% faster email responses (from 12 minutes to 1 minute)
• 90+ hours saved weekly through generative AI handling FAQs
• 30% fewer service calls thanks to live chat adoption
• 40% of cases resolved via chat, boosting agent productivity

With Agentforce and Agentforce Service at the centre, Simplyhealth now delivers faster, more inclusive support across every channel. This frees up agents to focus on what matters most: customers and patients.

“At Simplyhealth, our purpose is to improve access to healthcare for all in the UK. Working with fluent:cx as our implementation partner, we’ve been able to unlock the potential of Salesforce. With Service Cloud, Sales Cloud, Data Cloud, and Agentforce, we’re now twice as productive as we were two years ago, with faster, more consistent service being delivered to our members.

fluent’s deep knowledge of Salesforce and hands-on approach meant they drove the implementation from planning and design through delivery to ongoing support, guiding us every step of the way. They’ve become our trusted, go-to partner, not just for implementation but working as an extension of our team, consistently going above and beyond to ensure we succeed. fluent make complex challenges simple, empower our teams, and help us deliver better outcomes for our customers every day. We’re excited to continue working together as we innovate and improve healthcare access even further.”

Dan Eddie, Customer Service Director, Simplyhealth

Check out the customer story resources here:

Salesforce AI case study
Agentforce case study and video
Interview: Simplyhealth’s Director of Customer Service and Chief Customer Officer

Bionic

Bionic supports more than 200,000 UK small businesses with essential services like energy, broadband and insurance. But handling 30,000+ calls a day created long wait times, dropped calls, and over 7,000 voicemails each month.

If that wasn’t enough, manual intake processes slowed reps down, making it harder to deliver fast, reliable support at scale.

We partnered with Bionic to deploy Salesforce Agentforce Service, Salesforce Voice, and Agentforce. Using these solutions, we automated initial customer enquiries. We connected Agentforce Service data to power accurate AI responses. And we streamlined call routing.

At the same time, Einstein for Service was introduced to summarise calls, surface next-best actions, and free reps from time-consuming manual tasks.

The results of these steps?

• 50% of enquiries resolved by AI with 24/7 availability
• No more voicemails or dropped calls thanks to intelligent routing
• Seconds – not minutes – for reps to generate call summaries with Einstein
• More time for 1:1 support, helping reps focus on complex, high-value conversations

With Agentforce as a digital frontline and Einstein assisting in real time, Bionic is setting a new standard in business services: it’s combining efficiency with the human support that matters most.

Read the full case study here

JLR (Jaguar Land Rover)

• Jaguar Land Rover is a household brand known throughout the world. The company is undergoing a big transition: it’s executing its Reimagine strategy, building modernisation across the brand, carrying out electrification, while also providing luxury experiences throughout.

But legacy systems meant advisors were reactive, overloaded and lacked unified tools to deliver the high-touch service discerning clients expect.

We partnered with JLR and Connect to overhaul its contact centre operations. To do this, we:

• Deployed Salesforce Salesforce Voice along with AWS Connect Voice to modernise the telephony backbone
• Implemented a ‘single screen’ advisor console so staff have all customer engagement in one place
• Added workforce management and quality modules for better operational oversight
• Ran a proof-of-concept for Agentforce in the UK to start automating routine enquiries and improving efficiency

And the results from this approach?

• A shift from a reactive contact-centre model to a proactive one – advisors are now freed of many admin tasks and have more time to engage with clients meaningfully
• Improved customer satisfaction (CSAT) and employee/advisor survey scores in the first fiscal quarter after rollout
• Consistency in advisor and customer experience across UK, US and EU (Madrid) centres as systems and tooling become standardised

Read the full case study here