Learn how reMarkable rolled out agent-first customer service and employee IT support in weeks — not months.
Explore the feedback loops, fast fixes, and data improvements that helped reMarkable launch Agentforce quickly.
Executive Summary
As reMarkable’s business grew, their small teams were stretched thin trying to support increasing customer and employee needs. With more than 27,000 monthly customer service cases and rising enterprise demand, their fully human support model became unsustainable. And internally, their fast-growing workforce overwhelmed the IT team with repetitive requests.
To scale fast with digital labor, reMarkable turned to Agentforce, the agentic layer of the Agentforce 360 Platform. The company launched Mark, an AI customer service agent that now handles 35% of support cases and matches human agents in customer satisfaction. For internal teams, a second agent, Saga, engages with employees directly in Slack to handle IT requests like onboarding and troubleshooting, freeing up the IT team for higher-value work.
Tips for Success
See what reMarkable learned from launching Agentforce.
Having Salesforce Professional Services experts guide us was great because then we could move faster. Working with the people who are closest to the product was super valuable.
Pernille Bucher-JohannessenCRM Tech Lead, reMarkable
Read the full story
Customer Story
reMarkable makes their mark with agent-first service and IT help.
With Agentforce, reMarkable delivers 24/7 customer service and employee IT support in Slack.
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