70% of Customer Chats Now Handled by AI – Agentforce Transforms Henry Schein’s Service
With over 90 years in the industry, Henry Schein Australia is a leading provider of dental and medical supplies, serving dental laboratories, clinics, and alternate care sites. Holding over 60% market share in Australia, the company plays a critical role in delivering integrated healthcare products and services.
Henry Schein's Challenge: “Where’s My Order?” x99999
Henry Schein’s support team was under pressure. With many customers reaching out daily, they struggled to keep up with enquiries while delivering quick, accurate answers. When they looked closer, they realised that most questions were about orders. Customers wanted updates, changes, and resolutions as quickly as possible, but the high volume of similar requests made it difficult to maintain fast response times. Agents were stuck handling repetitive queries, leaving them with less time to focus on complex issues that required real decision-making.
Increasing contact centre headcount could help but at a steep cost. Leaving things as they were would only make frustration grow, turning into dissatisfaction- or worse, driving customers to another provider. And it wasn’t just customers feeling the strain. Support agents, buried in repetitive work, faced mounting pressure, leading to burnout and decreased productivity.
Something had to change.
Agentforce is the Answer
Henry Schein needed something smarter: a solution that could work around the clock, handle thousands of enquiries effortlessly, and free up their team for what mattered, without increasing costs.
Enter Agentforce, Salesforce’s autonomous AI agent. Agentforce is more than just a chatbot. Powered by generative AI, it doesn’t just retrieve information, it understands customer intent, processes requests, and executes actions in real-time.
ProQuest to the Rescue
As one of the few Certified Agentforce Implementation Partners in Australia, ProQuest stepped in with a Proof of Concept for a solution that would:
✅ Provide real-time order updates, directly from Henry Schein’s ERP system.
- Receive additional details on delays: If there’s a holdup, Agentforce can provide explanations like “Your order contains dangerous goods currently going through a clearance process.”
- Get order status updates even without an order number: Logged in users can simply ask, “Where’s my last order?”, and Agentforce retrieves the latest details.
- Track specific items from an order: a simple question like “Where are my masks?” triggers Agentforce to scan past orders, pull live updates from the ERP system, and deliver an answer instantly.
✅ Deliver an always-on customer experience, capable of handling growing customer demand without increasing operational costs.
- Supports multiple languages for a seamless customer experience.
- AI Agents are available 24/7 for instant support.
- Understands queries even with misspellings or incomplete details.
✅ Quickly answer routine enquiries, reducing demand on human agents.
In just five weeks, ProQuest successfully enabled Agentforce, and integrated it with Henry Schein’s processes and systems, empowering instant, accurate responses for customers, 24/7.
Agentforce’s Success
It didn’t take long for Henry Schein’s team to see the benefits of this tailored solution. Today, Agentforce handles 70% of incoming enquiries, giving customers the fast, frictionless service they expect, while freeing up agents for more complex, high-value interactions.
"ProQuest's expert implementation of Agentforce has helped us provide faster, more efficient service to our customers while significantly reducing call centre demand. This is a game changer for how we deliver real-time support."
Sean Toms
CIO, Henry Schein Australia
And this is just the beginning. Once Agentforce is generally available for Service Cloud Voice, Henry Schein plans to expand its AI capabilities to voice channels, taking automation and customer experience to the next level.
