reMarkable makes their mark with agent-first service and IT help.

As reMarkable grew in popularity, they started to outgrow their tech stack. 

reMarkable is a premium, fast-growing company on a mission to help people think better through technology. Known for their paper tablets with sleek, minimalist design and distraction-free digital writing experience, reMarkable has built a passionate and loyal user base. Since launching their first product in 2017, they’ve sold over 3 million units, generated more than $300 million in revenue, and reached a $1 billion valuation.

But with rapid growth came new challenges, especially when it came to customer service. Each month, reMarkable handles more than 27,000 service cases, and sustaining a high level of care with a fully human support model proved difficult. As the customer base expanded and enterprise demand increased, the volume and complexity of inquiries surged. Training reps to handle everything from device troubleshooting to business-specific requests became increasingly costly and time-consuming.

The strain wasn’t limited to customer-facing teams. Internally, reMarkable was growing fast, onboarding new employees at a rapid pace. Their small IT team became overwhelmed by a constant flow of repetitive support questions, from system access to password resets, slowing onboarding and pulling focus from higher-value work. Automation was clearly needed, not just to reduce the load but to keep up with the speed of hiring and business expansion.

And while reMarkable chose leading solutions along the way, their tech stack was making things harder. Teams worked across disconnected platforms like HubSpot for marketing, Zendesk for support, and Looker for analytics. The lack of integration between the tools made collaborating a challenge and getting a unified view of the customer even more difficult.

“We were CRM buffeters. We collected CRMs,” said reMarkable CEO Philip Hess. “And suddenly it was as though our job became picking the right software and then figuring out which consultants we were going to pay to integrate them. And all that time and money was directed in the wrong place. Our job is to create great customer experiences. And this was stealing time away from that.”

As reMarkable dug deeper into their customer data, they found that 90% of users relied on the tablet for work. With enterprise interest increasing, the company saw an opportunity but also a need to evolve their systems to support more complex use cases while staying true to their premium, human-first brand.

That B2B shift exposed even more cracks. Their commerce platform, commercetools, wasn’t designed for enterprise needs like bulk transactions, custom pricing, or long procurement cycles. These workflows required manual processes that slowed fulfillment and created friction at a critical growth moment.

To fully seize this market opportunity, reMarkable needed more than a patchwork of new tools. They needed a purpose-built sales and service engine — one that could handle increasing complexity, reduce manual work, and deliver the seamless experience customers expected. They needed infrastructure that could grow to support their momentum and connect every part of the business, from marketing and sales to service and fulfillment. And they needed to implement it all without slowing down.

Agentforce autonomously resolves 37% of reMarkable’s support cases with always-on assistance.

With Agentforce, the agentic layer of the Salesforce Platform, reMarkable is delivering fast, conversational customer service around the clock. Their AI-powered assistant, “Mark,” now handles common inquiries, offers instant support, and helps support reps focus on personalized customer interactions. 

reMarkable was one of the first Salesforce customers to go live with Agentforce, launching Mark on their support site in just three weeks. Customers can chat directly with Mark through a secure, in-app and web messaging experience powered by Experience Cloud — getting quick answers to questions like “Why isn’t my device turning on?” or “Do you offer annual billing?”

Mark uses retrieval-augmented generation (RAG) that combines real-time search with natural language responses that aren’t just smart but also context-aware. Powered by Data Cloud, Agentforce uses RAG to pull the most relevant information from reMarkable’s structured Salesforce knowledge base — like FAQs, product guides, and policy documents — so customers get up-to-date responses grounded in trusted data. 

When a question falls outside Mark’s scope or a customer asks to chat with a live rep, Agentforce doesn’t leave anything behind. It passes the full chat history, related articles, and attempted solutions directly to a rep through Service Cloud so customers never have to repeat themselves, and reps can get straight to solving the problem.

Mark has already resolved more than 10,500 customer inquiries and even right after launch, 21% of customers chose to engage with Mark over a live rep. With a Net Promoter Score (NPS) that already matches that of reMarkable’s human support team, and improving week over week, Mark is proving to be effective and trusted. By automatically handling 37% of incoming cases, Mark lightens the load for support teams, giving reps more time to focus on thoughtful, high-impact customer interactions.

“When you’re growing fast, hiring and training employees to keep building the capacity to serve your new customers gets to be too hard,” said Hess. “Agentforce gives us a way to break that linear scaling model without scaling headcount at the same pace.”

With agent-first support, reMarkable has found a way to deliver faster answers, happier customers, and fewer handoffs. It’s support that works smarter and never sleeps.

Agentforce brings self-service IT to Slack, handling tickets, onboarding, and daily requests.

To keep up with rapid growth, reMarkable needed to rethink how their small IT team could support an expanding workforce. Enter Saga — their second AI-powered agent, built with Agentforce.

Deployed directly in Slack, Saga gives employees a fast, easy way to resolve common IT issues on their own. Instead of waiting for a human to reset a password or explain how to set up a new laptop, employees simply ask Saga through chat in Slack. Saga replies in natural language with a response grounded in reMarkable’s Confluence knowledge base that is batch-ingested into Data Cloud.

“Our employees are passionate about spending time thinking and being creative,” said CIO Per Thomas Indrelid. “By implementing Saga in Slack, our employees are able to easily get IT help quickly, allowing them to focus on their work. It is a huge time-saver and success for our teams.”

Saga is also directly connected to Jira via API, so when a question is too complex, it automatically creates a Jira support ticket and routes it to the right team. It’s a small change that’s making a big difference. Saga reduces repetitive tasks, streamlines onboarding, and frees up reMarkable’s IT team to focus on bigger challenges. Whether asked “How do I sign in to our HR system?” or “What’s the process for replacing broken equipment?” Saga’s on it.

Soon, Saga will also manage ticket updates, create procurement requests, and deliver answers tailored to each employee’s permissions. 

“reMarkable is all about focused work time, and being able to create workflows directly from Slack — with the help of Agentforce creating those perfect workflows — that’s something I’m super excited about,” said CTO Nico Cormier.

Saga fits seamlessly into reMarkable’s mission of helping people think better. By clearing everyday hurdles for employees, it creates space for the kind of focused work the company was built to support.

From separated systems to a connected platform with apps, data, and agents, reMarkable is ready for growing enterprise demand.

“Killing off homegrown solutions and numerous SaaS applications with a platform like Salesforce, where everything is connected out of the box, has made our ability to deliver at speed much better and sets us up for scaling,” said Indrelid. With every CRM app — including Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud — connected with data and AI agents on one deeply unified platform, reMarkable can expand operations without sacrificing the premium experience that defines the brand.

For the B2B side, the impact is significant. A single, unified platform means customer, product, and order data is in one place. That gives reMarkable the ability to manage complex buying journeys more efficiently, from custom pricing and bulk ordering to long-term account engagement. Sales and service teams share a real-time view of each customer so they can respond faster, personalize more deeply, and deliver a more consistent experience at every touchpoint.

Behind the scenes, MuleSoft integrates key data from SAP — like invoices, shipping, and delivery updates — into Salesforce, replacing Apigee and speeding up their move to a connected environment. Data Cloud also pulls in BigQuery data – such as usage insights and customer data – and harmonizes all of this with Commerce Cloud, Service Cloud, and Marketing Cloud, data to create a complete 360-degree view of customers. This makes it easier to act on data in real time — whether it’s offering personalized setup support, surfacing relevant features like notes with colors, or recommending new products based on actual usage.

With Salesforce, reMarkable has gone from juggling tools to orchestrating seamless experiences: Sales Cloud and Service Cloud provide a shared understanding of customer history and preferences while Agentforce adds AI-powered workflows to handle growing case volumes and support sales without additional headcount. Commerce Cloud and Order Management simplify the B2B buying experience, automating steps like quotes and fulfillment. Marketing Cloud uses behavioral data to keep customers engaged well beyond the initial purchase.

The result is a unified, intelligent platform that’s built to grow without ever losing sight of what matters most: the customer.

reMarkable and Salesforce have built a strategic partnership that goes far beyond the traditional vendor-customer model. Together, they’re co-creating new capabilities and aligning on long-term technology roadmaps — from deploying autonomous agents through Agentforce to transforming how employees collaborate and build products. This deep partnership supports reMarkable’s vision of an agent-first enterprise and empowers teams to move faster, think deeper, and stay focused on innovation.

“Our partnership with Salesforce is revolutionizing the way our employees work, enabling them to be more productive and focused,” said Hess. 

One example of this partnership in action is a new Slack integration jointly developed by reMarkable and Salesforce. The integration allows users to send handwritten notes from reMarkable’s tablets directly into Slack, where the notes are converted into searchable text and automatically added to a private canvas. Teams can then edit and share these notes, using Slack’s AI-powered search to resurface insights and drive action. It’s a seamless bridge between deep, focused thinking and fast-paced collaboration, making both products more valuable in the process.

reMarkable is also working closely with Salesforce to turn product telemetry into continuous product improvement. By integrating millions of interaction signals from their BigQuery data warehouse into Data Cloud, reMarkable can analyze how customers actually use their tablets — what features they rely on, where they get stuck, and how behaviors evolve. These insights feed directly back into reMarkable’s product and engineering teams, helping them prioritize updates, refine user experiences, and even shape the roadmap for future releases. It’s a feedback loop grounded in real-world usage, helping reMarkable deliver smarter, more intuitive products.

“With some great teamwork between Salesforce and reMarkable, we’re learning what will give us the foundation to expand into new areas, especially enterprise, more quickly and more confidently,” said Hess. At its core, reMarkable’s mission is to empower customers with a distraction-free, premium experience. And with Salesforce, they’re not just meeting that mission; they’re building on it. They’re unified, connected, and ready for whatever’s next.