deinePflege makes in-home healthcare more accessible with Agentforce.

deinePflege helps people across Germany access government-funded, in-home healthcare. Their small team processes more than 100,000 applications a year.

Skilled reps lost time answering FAQs instead of delivering expert healthcare support.

deinePflege is one of Germany’s largest digital healthcare platforms, helping nearly 200,000 people manage essential in-home care. Whether it’s short-term recovery after a stroke or long-term support for conditions like dementia, Alzheimer’s, or cancer, deinePflege makes care more accessible — and more personal. Customers who qualify through their insurance receive customized care boxes with essentials like personal protective equipment and disinfectants. The goal is simple: Help people stay in their homes with greater independence and dignity.

Demand for these services is rising, driven by growing healthcare costs, an aging population, and a national caregiver shortage. deinePflege expects to grow by at least 10% annually, but scaling such a high-touch, highly regulated service isn’t easy. In Germany’s largely paper-based healthcare system, 80% of applications still arrive by fax, and deinePflege prints and mails 10,000 bills each month. This makes it difficult to respond quickly to even routine questions like password resets or profile updates — and stretches a small team of just four medically trained support reps handling 40,000 cases a year.

Too much of that team’s time is spent on repetitive tasks that don’t require medical expertise. For example, if a customer wanted to swap the surface disinfectant in their care box for wipes, a rep had to verify the customer’s eligibility in Service Cloud, submit a change, trigger a Salesforce flow, and send a confirmation. This multistep process often left already overwhelmed customers waiting up to three days for a simple yes-or-no answer. With high volumes, limited support hours, and each case costing an average of $17 to resolve, the model simply wasn’t sustainable.

“We want to be available for every customer, right when they need us. But with a team of our size, we couldn’t scale fast enough,” said Armando Statti, Chief Executive Office at deinePflege. To serve more customers and offer support around the clock — without raising costs — the company needed a better way to handle everyday questions and free up reps to focus on more urgent medical needs. That meant finding a solution that could automate manual processes, reduce wait times, and make in-home care easier to start, update, or understand.

Agentforce helps a team of four support one of Germany’s largest digital healthcare platforms.

To keep pace with growing demand and serve more people faster, deinePflege turned to Agentforce, the agentic layer of the Salesforce Platform. With Agentforce, they can now offer personalized, 24/7 chat support to help customers get quick answers to common questions about their in-home care.

When customers reach out via email or phone with requests — like changing items in their care box — Agentforce can reason across contact history in Service Cloud and company FAQs, documents, and offerings in Data Cloud to confirm eligibility and guide them through next steps right away. deinePflege estimates that Agentforce will autonomously resolve 40% of support cases in seconds, drastically reducing response times and improving the customer experience.

Security remains a top priority, especially in healthcare. Agentforce uses strict authentication protocols before accessing personal data. Once verified, customers can complete critical actions — like filing a care application or exploring personal medical alarm devices — with speed and confidence. If a request requires more sensitivity or human judgment, Agentforce will seamlessly hand the conversation to a support rep, complete with full context so customers never have to repeat themselves.

This level of automation is expected to reduce the average resolution cost per case from $17 to just $2, saving approximately $300,000 annually. Those savings will be reinvested into higher-touch services that directly benefit patients — such as personalized counseling and live information sessions. The shift to agents working with humans will help customers access healthcare faster — giving reps time back to run informational sessions, advise customers and families, provide medical counseling, and more.

“Agentforce enables us to be closer to our customers than ever,” said Statti. “Now, we can connect on multiple channels and meet them where they are.”

That includes supporting customers through the tools they already use. Most deinePflege customers rely on Germany’s most popular messaging app, WhatsApp — and soon, Agentforce will provide full support there. Email and voice agents are also on the roadmap, giving customers instant, natural-language responses whether they text in or call.

As one of the first to bring Agentforce to Germany, deinePflege is shaping the future of compassionate, tech-enabled care — where AI agents and human expertise work together to deliver clarity, comfort, and faster access to life-changing support.

“Our decision to use Agentforce was very simple,” Statti said. “Because it’s part of Salesforce, Agentforce has access to all the data that is relevant to our business.”

deinePflege needed a secure, scalable way to bring AI into customer support — without starting from scratch. Agentforce offered a clear path, working natively with Service Cloud, where all of deinePflege’s customer data and internal knowledge already lives.

That tight integration means no new endpoints, no additional compliance reviews, and no disruption to their workflows. Built-in safeguards like the Einstein Trust Layer and zero data retention will ensure customer data stays protected, masking sensitive information and enforcing the strict permissions Germany’s healthcare regulations demand.

“Getting agents up and running is seamless — and honestly, pretty enjoyable,” said Statti. “Agent Builder is intuitive, and Salesforce offers tons of helpful courses and resources.”

Even with AI expertise on the team, Agentforce’s low-code Agent Builder tools make it easy for deinePflege to build and refine agents that can take action across their Service Cloud data — no coding or rebuilding required.

With Agentforce, deinePflege will deliver 24/7 support at scale, cut case-handling costs by 86%, and give reps back time for higher-impact work that requires their medical expertise. It’s a new chapter for deinePflege — one where technology takes care of the routine, so people can take better care of people.