From Case to Care – AI-Powered Service That Helps Harwin Respond Faster, Think Ahead, and Deliver Consistent Global Support

vor 2 Tagen
2 Min. Lesezeit

ABOUT HARWIN

Harwin is a globally recognized designer and manufacturer of high-reliability and board-to-board interconnect solutions, with a precision engineering heritage dating back to 1952. With facilities across Europe, the USA, and Asia, Harwin provides advanced connector technology for demanding aerospace, defense, medical, and industrial applications. Their interconnect portfolio is engineered for exceptional mechanical robustness, signal integrity, and miniaturization, supported by a worldwide network of specialist distributors.

CHALLENGE

Harwin’s global service organization needed to scale support operations while maintaining quality and consistency across regions. Manual case documentation, email drafting, and knowledge capture processes consumed valuable agent time and limited the team’s ability to respond quickly and proactively to growing customer demands.

SOLUTION

With the successful go-live of Agentforce for Service, Harwin introduced AI-powered work summaries, service replies, and streamlined knowledge creation. Automated processes reduced administrative effort, improved response times, lowered Average Handling Time (AHT), and enabled structured, consistent customer communication while strengthening the knowledge base for long-term scalability.

PARTNER VALUE

Through close collaboration and a deep understanding of Harwin’s global service model, Kliqxe delivered a tailored Agentforce implementation focused on usability, auditability, and scalable growth. The partnership empowered service teams to work more efficiently and positioned Harwin for continued operational excellence and innovation.

Automation

Agents can create FAQ entries to further educate the AI

50% Saving

Case agents need less time

for initial outreach

Growth

More agents planned to deploy across other Salesforce objects

Kliqxe training workshop for WEIR Mineral in Peru

“Harwin has been partnering with Kliqxe for years already, but this is our first venture into true AI capabilities within Salesforce. What could have been a complex and difficult project, was once again turned into an exciting new development for us thanks to the team at Kliqxe.” - Peter Schneid, VP of Marketing