DVI Solutions fast-tracks regional growth with unified data

For DVI Solutions, growth has accelerated quickly over the past few years. As hybrid work became mainstream, enterprise customers needed more video conferencing, collaboration and workplace technology across offices, boardrooms, event spaces and meeting rooms.

The opportunity was significant, but came with operational challenges.

Customer and sales information was initially managed through Excel, with complex quotations containing as many as 1,000 line items and large-scale projects often spanning sales cycles of six to 18 months.

As the business grew rapidly, manually tracking revisions, approvals, pricing changes, customer requirements and evolving deal activity became increasingly time-consuming. With multiple stakeholders, changing priorities and long sales cycles, maintaining visibility, consistency and momentum across the sales process became more difficult.

The company’s gold standard was to send every quotation within three days. As demand grew and manual processes became harder to manage, some quotation turnaround times stretched to one or two weeks. For a business built on enterprise relationships, that mattered.

Regional service operations were also fragmented. For example, in Singapore, the business used Freshdesk for service case management. In other markets, teams managed service requests through messages to operations managers. Field service scheduling relied on Google Calendar and weekly reporting was built manually through Excel.

As DVI Solutions continued to expand across Asia in response to demand for hybrid work technologies, it needed a way to scale consistently across multiple countries without losing visibility, governance or control over the customer experience.

To achieve that, the business needed a connected operating foundation that could bring customer data, workflows, approvals, reporting and service commitments into a clearer view.

Agentforce Service improves customer support and service visibility

As DVI Solutions looked for a way to connect its growing regional operations, Salesforce emerged as the platform that could bring customer data, service processes and operational visibility together.

DVI Solutions moved to Agentforce Service to establish a centralised platform for service, customer data and operational visibility.

This gave DVI Solutions a single source of truth across key aspects of the customer experience. Teams could access customer information, service history, SLA performance, quotations and invoices in one place, rather than relying on disconnected systems and periodic manual reports.

It also helped the company move from reactive management to a more proactive customer experience. With data available in a more tangible and measurable format, customer conversations became more transparent and service performance became easier to demonstrate.

Agentforce Service strengthens case management and SLA performance

DVI Solutions also uses Agentforce Service to manage post-installation support, service requests and case management across the region.

When a customer submits a case, Salesforce identifies the customer contact, confirms whether they are authorised to request support for that site and retrieves the service contract associated with the location. Because many DVI Solutions customers operate multiple offices, meeting spaces and technology environments, this step helps ensure the request is linked to the correct site and support agreement from the outset.

Service teams can then update and track information related to the specific room, installed equipment, maintenance history and contract details within the case. This creates a more complete record of the customer environment and gives technicians the context they need.

The process also helps DVI Solutions manage service levels more consistently. Salesforce can identify the service commitments attached to the customer’s contract and help the team apply the appropriate SLA to the case. If a customer has multiple agreements in place, the system can recognise the highest applicable level of support to help the service team prioritise and respond according to the agreed standard of service.

And with product return and warranty workflows also managed in a more connected way, DVI Solutions has achieved a 30% reduction in product return and warranty case closure time.

Agentforce Sales improves visibility across long and complex sales cycles

DVI Solutions manages sales cycles that can run from six to 18 months. Large regional deals may involve multiple countries, several salespeople, presales teams and management stakeholders.

With Agentforce Sales, DVI Solutions has clearer visibility across opportunities, pipeline forecasts, committed dates, next steps and responsibilities. Internal teams can see who owns each action, what needs to happen next, and how each deal is progressing.

That visibility is key for both large enterprise opportunities, and smaller deals.

For DVI Solutions, initial small deals often build the trust that leads to larger, long-term enterprise relationships. With Salesforce, those smaller opportunities now have clearer ownership and their own SLAs, so they do not disappear behind higher-value projects.

In practice, Agentforce Sales helps ensure no opportunity is left behind. It gives teams a more structured way to build pipeline, progress opportunities and grow customer relationships with better context.

Agentforce Sales brings more discipline to complex quotation workflows

A single project can involve hundreds or even thousands of line items, as well as technical specifications, product combinations, room types, approvals, pricing structures and variation requests.

Agentforce Sales guides sales teams through key qualifying questions. The platform then helps identify the most suitable items that can be sold to the customer, which reduces reliance on presales specialists for repeatable, lower-complexity requests.

Validation also improves quote quality. Agentforce Sales checks whether items meet internal benchmarks, whether professional services and maintenance costs sit within expected ratios, and where approvals are stuck.

That gives managers a clearer view of the bottlenecks that can slow down quote turnaround. It also helps move quotes through the business with clearer rules, better context and fewer manual checks.

As a result, DVI Solutions has reduced average quotation turnaround by 2.5 days. Sales teams are responding faster while maintaining stronger governance across complex quote approvals.

Agentforce Marketing enables more interactive customer engagement

DVI Solutions is exploring how Agentforce Marketing can support new product launches and marketing campaigns by embedding AI-powered agents into campaign experiences.

Agentforce Marketing enables customers to engage directly with campaign content through conversational interactions rather than relying solely on static emails or landing pages. Customers can ask questions about products, features or use cases and receive tailored responses based on the information DVI Solutions has provided for the campaign.

Agentforce Marketing can also help guide customers to relevant resources, recommend next steps and capture engagement signals that marketing teams can use to better understand customer interests. This creates a more dynamic, two-way conversation that can help customers find relevant information faster and engage more deeply with the campaign.

This changes the role of campaign communication. Instead of sending a one-way EDM and waiting to see whether a customer responds, DVI Solutions is testing experiences that allow customers to interact with the content and receive more useful information in the moment.

The aim is to improve response rates, conversion rates and engagement over time. Those results are still being tested internally, but the direction reflects DVI Solutions’ wider view of AI.

Experience Cloud gives customers self-service visibility

DVI Solutions’ client success portal, built on Experience Cloud, gives customers a more transparent way to manage their relationship with the company.

Through the portal, customers can view pending quotations, active contracts, active projects, maintenance contracts, authorised contacts, SLAs, quotations and open invoices.

For enterprise customers managing multiple sites across several countries, this visibility is important. Instead of waiting for periodic reporting, customers can see what is happening across their facilities in real time.

The portal also supports the kind of self-service experience customers increasingly expect. They can access account information, understand project status and view service commitments more easily.

For DVI Solutions, this transparency strengthens long-term customer relationships. It gives customers more context, reduces friction and supports a more open service approach.

Combined with faster response times, clearer ticket visibility and a more transparent customer experience, this has helped DVI Solutions improve CSAT to 88%.

Slack streamlines approvals, collaboration and AI-powered work
DVI Solutions is now using Slack to simplify approvals with workflows, improve collaboration and bring AI-powered work into the flow of daily operations.
One early example is discount approval. When a quote includes a discount above a set threshold, the request is routed through Slack for management approval. The manager can approve the request directly, and the workflow then moves to the next step.
It is a simple change, but it reflects a wider shift in how DVI Solutions is using connected systems to reduce friction.
By bringing approvals into the flow of work, Slack helps managers make faster decisions while keeping the process structured and visible. It also shows how humans, apps and agents can work together in the same conversational environment.
Slackbot has also seen rapid adoption across the organisation. Within two weeks of implementation, teams were using it to manage project tickets, reference internal documentation, find information buried in email threads, draft internal messages and support daily meetings and workflows. Slack is already proving to be a game changer for DVI. 
By helping employees find information and complete routine tasks faster, Slackbot is saving the DVI Solutions team an estimated 480 hours each month.

Salesforce dashboards improve reporting and operational visibility
DVI Solutions uses native Salesforce dashboards to consolidate reporting across its regional operations.
Before Salesforce, teams spent hours collecting and compiling data from different countries and systems. Now, service data is available inside Salesforce, which helps managers prepare for weekly service meetings faster and use those meetings more productively. DVI Solutions estimates that 8 hours are saved each week through automated Salesforce reporting, while giving managers faster access to the data they need. 
The dashboards also help teams focus more quickly on what matters. Managers can narrow reporting to a specific account, office, country or SLA, then use that data to identify issues, track service performance and guide action.
Together, these product capabilities give DVI Solutions a more connected foundation for regional growth. Teams have better context. Customers have more visibility. Managers have stronger governance. And the business has a clearer path to scale human, platform and AI-enabled work across the region.

DVI Solutions set out to scale regional growth without losing control of customer experience, service quality or operational consistency.

With Salesforce, the company has created a more connected foundation for that growth. Sales teams have clearer pipeline visibility. Service teams can manage cases, assets, SLAs and RMAs with more context. Customers can access more information through the client success portal. Managers can use dashboards to see what is happening across countries, accounts and service commitments.

Visibility is the first major benefit. Teams can see what is happening across sales, service, reporting and customer commitments.

Guardrails are the second. Salesforce helps DVI Solutions standardise how regional teams manage opportunities, quotations, service requests and customer communication.

Customer experience is the third. By making information more transparent and easier to access, DVI Solutions can deliver a more proactive and consistent experience to enterprise customers.

Together, these changes give DVI Solutions the connected foundation it needs for the Agentic Enterprise. Humans, agents and platforms can work together with trusted context, clearer workflows and stronger governance.

That foundation also gives the company room to grow. As DVI Solutions continues to expand across Asia, Salesforce will play a central role in helping the business improve benchmarks, scale processes and explore new AI enabled ways to serve customers.