Agentforce helps Fujitsu handle 120% more inquiries with no extra staff.

With 124,000 global employees, Fujitsu is the world’s tenth-largest IT provider. They advance sustainability through smarter tech and help businesses optimize data with cloud and computing solutions.

A surge in demand puts new pressure on Fujitsu’s support staff. 

Fujitsu has been a trusted Salesforce partner for 20 years, with their Salesforce Division helping over 1,000 businesses worldwide implement Salesforce technology. Every new implementation brings a spike of questions from people learning to use their new tools, and each product release sparks curiosity about how the latest innovations can help. In the past fiscal year alone, Fujitsu’s Salesforce Division saw a 120% surge in inquiries and their support team now handles 1,700 cases annually. This uptick — driven by new implementations, system upgrades, and product launches — put a lot of pressure on the support team.

“When customers contact us with questions about using Salesforce, we want to resolve them as quickly as possible,” said Marina Fukui, Manager of Salesforce Division at Fujitsu. “It’s important that customers feel safe and secure using Salesforce. That trust is key to long-term adoption.”

The growing volume of inquiries quickly outpaced the team’s capacity to respond. Instead of hiring and training new staff — an expensive and time-consuming process made even more difficult by the labor shortage in Japan — Fujitsu wanted to use their existing team more efficiently to manage the demand. But even simple questions took time to resolve, as reps had to assess the status and priority of each case before responding. For example, if a customer asked how to use a new feature, reps had to check the case notes, prioritize the request, and then manually search the Salesforce Help site, Fujitsu’s internal knowledge base, and VectorDB files to find the answer.

When reps couldn’t resolve inquiries themselves, they escalated cases to their supervisors, who had to sift through extensive case notes to assess the situation and determine next steps. This took valuable time and distracted them from urgent tasks, which exponentially increased during Salesforce version upgrades and product releases occurring three times a year. 

To meet the rising demand, Fujitsu needed a solution to improve self-service, streamline case management, prioritize tasks, and lighten the workload, all while maintaining their world-class IT support and responsiveness.

Agentforce reasons across vast Salesforce knowledge to answer general questions instantly.

To ease workload and improve response times, Fujitsu will use Agentforce, the agentic layer of the Salesforce Platform, as the first line of support for both employees and customers. Agentforce will help by answering routine questions instantly, reducing the need for manual searches, and ensuring that cases reach the right teams faster. 

Customers will be able to get help directly from Agentforce, which will be embedded in Fujitsu’s branded Experience Cloud site. “It’s a very easy-to-understand flow,” said Fukui. “If they want to ask a quick question or get an answer right away, they can first ask Agentforce.”

This online space will give customers a single place for accessing a knowledge base with articles, FAQ, and solutions, and tracking their support cases. If they don’t want to look through the knowledge base for answers, they can chat with Agentforce instead. For example, if a customer wants help integrating a new Salesforce feature into their existing setup, they can ask Agentforce for help and get AI-powered how-to guidance — instantly. 

When the customer asks Agentforce a question through chat, it will use natural language processing to find the best answer based on data in Fujitsu’s Data Cloud. That source data includes Salesforce release notes and knowledge articles written by the support team. If the customer has a follow-up question about more advanced integration steps, Agentforce will seamlessly escalate to a rep and create a case in Service Cloud. The entire conversation history — including the customer’s initial question, Agentforce’s response, and the reason for escalation — will be automatically logged into the case, so the rep can quickly get up to speed and address the customer’s specific needs without needing to ask their question again.

For supervisors, Agentforce will help manage escalated cases more effectively. Instead of manually reading through every case note, they’ll be able to ask Agentforce for a concise summary highlighting key details, like the customer’s issue and previous actions taken. This will help supervisors prioritize and make decisions faster. Fujitsu expects automated summaries to cut case tracking time by 10%, allowing teams to spend more time solving problems and improving the customer experience.

Fujitsu is rolling out Agentforce in phases, starting with general questions about Salesforce products and functionality. “We are currently aiming to autonomously resolve about 15% of inquiries with Agentforce,” said Yosuke Yamasaki, Deputy Head of Salesforce Division at Fujitsu. “This will give our support team members more time for difficult and urgent issues.”

Agentforce equips Fujitsu to provide fast service, even during surges.

As Fujitsu’s Salesforce Division continues to expand, handling surges in inquiries during key moments — like product releases, upgrades, or unexpected outages — has become increasingly important. Agentforce will seamlessly manage the pressure of high-volume support requests and ensure that both employees and customers get the help they need without delay.

For example, if a manufacturing customer is trying to figure out why a recent Salesforce update changed their dashboard layout, they can just ask Agentforce. Instead of waiting in a service queue, Agentforce will pull the latest release notes and knowledge articles, giving them an instant, step-by-step explanation of what changed and why. If the customer has more questions, like how to revert the changes or tweak the layout, Agentforce will be able to pull up even more helpful info from sources like configuration settings, past cases, and internal documents. This gives users the answers they need to keep everything running smoothly and keeps service queues clear for complex support needs.

“Being able to complete all operations through a single platform is key,” said Yamasaki. “Everything is included in Salesforce’s deeply unified platform, including AI. Having Service Cloud, Experience Cloud, AI, the data required for AI, and the actions to run them all on one platform is a huge strength.”

Fujitsu’s existing investments in Salesforce solutions perfectly positioned them to make their data more useful and improve their support systems with Agentforce. Their ability to seamlessly give their AI agents access to their Service Cloud data smoothed the deployment process, which was completed in under two months.

The move to enhance their customer support systems couldn’t have come at a better time. As Fujitsu’s Salesforce Division grows, Agentforce will ensure they’re prepared to provide fast, accurate answers to their customers’ implementation questions and troubleshooting issues as they adopt Salesforce and Agentforce themselves.