Audata projects 50% growth with Agentforce and global expansion.

Audata helps media and entertainment brands around the world automate processes and engage their audiences with data-driven experiences.

Audata’s founder and CEO, Keegan Bakker, first turned to Salesforce for a solution to build the company’s first app. The Audata Promo app helps brands manage contests, automate prize fulfilment, and collect audience data. It has been a huge success, which has led to new challenges like scaling sales and service.

The company prides itself on exceptional service, and as it expanded globally, it needed an efficient way to scale this service across multiple time zones. Similarly, it needed to ramp up sales and navigate complexities like quoting in different currencies.

Agentforce 360 connects humans, agents, and data on one trusted platform, empowering Audata’s team to provide every customer the same high level of service, no matter their time zone. Agentforce is at the frontline, conversing with customers in natural language and answering their questions around the clock. 

With advanced reasoning, Agentforce acts on its own to create, triage, and escalate cases based on urgency. For the most critical cases, this could mean triggering a message to Audata’s team in the middle of the night.

All answers and actions delivered by the Agentforce are deeply grounded in the company’s data. This includes unstructured data from user manuals residing in Data 360 and Audata’s product and customer data in Heroku and Heroku postgres. 

“It’s hugely important for us to provide fast and convenient support across time zones and channels. Agentforce allows us to do that while leveraging all the amazing things we’ve built on the Salesforce platform already,” said Keegan Bakker, Founder and CEO, Audata. 

Audata anticipates Agentforce will ultimately handle up to 60% of customer inquiries. It also expects a 25% reduction in time to close cases created by the agent as it will handle much of the preliminary questioning and fact-finding.

In addition to the immediate efficiency gains, the deployment of Agentforce marks the first step in Audata’s journey toward becoming an agentic enterprise, where human employees and agents work seamlessly together. 

Agentforce will handle a number of tasks in this new era to increase productivity and drive growth. These include analysing historical sales data and recommending actions to help the sales team close more deals faster.

Bakker wrote the Audata Promo app himself and tried to deploy it on a few different platforms before landing on Heroku. In five minutes, he turned the code he'd written into a live app, and everything worked immediately. Running the app on Heroku also helped instil confidence in its security and scalability amongst commercial buyers. "I could confidently say that while the code was whipped up overnight, our infrastructure was solid," said Bakker. 

The Audata Promo app has now been white-labelled by many of the world's largest media brands, and Audata has used Heroku to build new apps for the industry. These include the Audata Platform, which offers media businesses a connected view of their audiences across different products. 

Agentforce Sales has streamlined the sales of Audata's apps, helping to centralise tasks and drive follow-up on cross-selling opportunities and license extensions. Quotes and contracts can be produced in multiple currencies for multiple countries in minutes using CQP. They can then be sent and signed instantly via DocuSign. 

Heroku Connect allows for order details to be synced right from Agentforce Sales to an app in Heroku that automates provisioning. This has replaced the tedious process of creating a task list for each order and ticking off items one by one. It has also reduced the time from quote to provisioning by eight days.

“Quoting and provisioning in Salesforce has been a game changer and allows us to provision new licenses for existing customers almost automatically. In the past, it was so difficult that it discouraged us from upselling,” said Bakker.

Audata uses Salesforce to onboard and support customers and ensure high levels of satisfaction. Agentforce Marketing supports personalised onboarding journeys which include a series of emails with tips and information tailored to the products used by each customer. Agentforce Service and Service Cloud Voice allow for efficient and collaborative case management with features like omni-channel routing and real-time call transcription.  

Audata is further leveraging Agentforce Service to manage feature requests and to let customers know when their request is actioned. “It has really changed our product planning as we can go in and see what features people are talking about and make data-driven decisions about what to implement next. Keeping people informed of what’s happening also gives them a sense of buy-in which is great,” said Bakker.

With Agentforce deeply integrated with the Salesforce platform, AI agents have built-in access to Audata’s customer data and knowledge articles—enabling them to deliver fast, accurate responses to customer inquiries. 

By extending Audata’s team with digital labour, Agentforce also helps the company provide exceptional service to its growing customer base, irrespective of time zones.

Audata worked with consulting partner Kaizen ICT to implement Agentforce and Data 360. With the company’s data already on the Salesforce platform and the built-in compliance and security offered by Agentforce, it was easy to get started.

“Our clients are enterprise-scale, so we need to deliver a certain level of compliance and security. That’s one of the reasons why Agentforce made sense for us. It is enterprise-ready with the compliance and security features we needed available out of the box,” said Bakker.