Transcend offers always-on personalized telehealth with Agentforce.

Digital labor autonomously handles tasks, from enrollment processes to tracking wellness goals.

Products Used

Agentforce

Health Cloud

Data Cloud

Revenue Cloud

Transcend is growing — fast. With Agentforce, they can offer 24/7 support with a limitless workforce to meet increasing demand.

About Transcend

Transcend provides telehealth diagnostics and treatment plans to support wellness goals. They target root causes with scientific solutions that are customized to an individuals needs.

The Challenge for Transcend

Transcend connects people with licensed professionals anywhere to help achieve wellness goals, such as hormone replacement, managing thyroid function, and improving sexual health. During the pandemic, demand for remote health and wellness care surged, and client enrollment grew so quickly that the company struggled with exisitng systems and staff to provide the concierge service and personalized solutions they're known for.

This rapid growth revealed the inefficiencies within the company’s manual processes that slowed wellness specialists down and constrained their ability to meet the increasing demand. They juggled multiple tasks during each client interaction — taking orders, entering data into one system, and switching between platforms to access client information across other disconnected systems, including an external data lake. With data scattered across so many places, it was hard to get a full view of each client and track value-based metrics like how much a client might spend over time. Switching between systems also disrupted client care and increased the risk of withdrawal symptoms from some treatments, like hot flashes and insomnia that can happen when hormone replacement therapy is suddenly stopped. By simplifying these workflows, Transcend saw a chance to boost both client care and operational efficiency.

Additionally, the company wanted to further elevate data security. Their rapid expansion required a secure, adaptable infrastructure to ensure regulatory compliance like HIPAA to protect proprietary information.

Overall, Transcend needed an automated system that could help them reach more clients, meet their growth goals, and still adhere to industry standards. They also wanted to reduce their specialists' workload so they could focus more on providing expert counseling to clients. Sounds like a job for Agentforce!

How Salesforce Helps

An agent-first approach helps clients start care immediately and keep up with it easily.

When starting a new treatment, clients want immediate answers to questions they might run into along the way. They don’t want to have to wait weeks for an appointment with their practitioner. Agentforce — the new agentic layer on the Salesforce Platform — will help Transcend provide the premium, concierge experience and level of service their clients expect. Always-on agents help Transcend differentiate from competitors in addition to providing convenient customer service. For example, existing clients can immediately search for medication that’s tailored to their needs and text Agentforce with any questions as they begin their treatment. Powered by the Atlas Reasoning Engine – the brain behind Agentforce – the AI agent reviews data, surfaces insights, and takes action to support clients in real time.

When clients ask about drug interactions, Agentforce will automatically validate key information, such as dosage or lab results, to ensure it meets safety standards. From there, Agentforce will connect them with Transcend’s wellness experts. In the past, specialists manually checked client eligibility, reviewed ordering rules, and verified compliance for each proposed treatment solution. This process took time and sometimes slowed down client care. But Agentforce will soon take action on eligibility confirmation, autonomously verifying if a client qualifies for a service or treatment by reasoning across all of this data. With Agentforce, Transcend expects to improve response times by an estimated 30% and support more clients, faster.

“Agentforce will enhance Transcend's customer support, improving efficiency and making it easier for more people to access treatment,” says Brian Glass, Transcend Chief Information Officer.

Agentforce will enhance Transcend's customer support, improving efficiency and making it easier for more people to access treatment.

Brian Glass

Chief Information Officer, Transcend

Data Cloud and Health Cloud protect sensitive client data and suggest tailored wellness treatments.

Data Cloud will merge private information — everything from emergency contacts to billing details — from across various sources into one secure spot, reducing inefficiencies and improving engagement. From there, Agentforce will be able to access complete client profiles, including medications and family history. This will help proactively flag potential issues with treatment plans, ensuring safer, more personalized care. For example, if a client wants to try a peptide for muscle recovery or skin health, Agentforce can spot potential interactions with their blood pressure medication and suggest safe alternatives.

Data Cloud’s zero-copy integration seamlessly unifies Transcend’s patient data with trusted pharmacy and diagnostic partners like LabCorp, without duplicating information. This supports scalability while protecting client privacy and meeting strict compliance standards including HIPAA. By having all the essential info at their fingertips, wellness specialists can work more efficiently and improve client satisfaction, leading to a boost in customer lifetime value.

Soon, clients will be able to turn to Agentforce to ask follow-up questions, schedule or modify appointments, make payments, and get resources through multiple channels. With Agentforce automating these tasks, specialists’ time spent on manual work will drop by about 40%. This means specialists can focus more on providing expert guidance, such as recommending cognitive behavioral therapy practitioners or specific sleep hygiene practices.

With predictive health data, Agentforce and specialists can be proactive in helping clients reach their wellness goals, like suggesting new products based on their order history.

Improving specialist productivity also strengthens client relationships, making clients feel more seen and cared for. These insights will drive personalized marketing campaigns, improving retention and reorder rates.

“Always-on support will take us — and our clients — to the next level,” says Glass.

Revenue Cloud speeds up the ordering process and adds extra safety features.

Agentforce also takes action on combined insights across Revenue Cloud, Data Cloud, and Health Cloud to streamline critical tasks like medication compatibility checks. For example, if a client's family history indicates a potential health risk, Agentforce can flag any medications in their cart that could interact with their condition. This real-time alert directs the client to their wellness team, helping them explore safer weight loss options together. Transcend expects order cycles to be 25% faster and with fewer errors — improving experiences for both clients and staff.

The Salesforce Difference

Transcend will deploy Agentforce as its digital labor platform, combining Salesforce apps, data, workflows, and agents to dramatically increase the capacity of their wellness specialists and drive company growth. By unifying client data from Health Cloud, Revenue Cloud, and external sources in Data Cloud, Transcend empowers Agentforce to autonomously handle tasks like medication checks, pricing approvals, and eligibility confirmation. This streamlined approach not only improves response times but also accelerates care delivery‌ — ‌all on a trusted platform that ensures compliance and keeps client data secure.

As Transcend grows, Agentforce supports compliance, security, and smooth operations, enabling the company to deliver faster, more effective care to more people. With Agentforce managing key processes like eligibility confirmation, wellness experts can focus their attention on providing personalized support where it matters most, driving better outcomes for clients.

50 %

increase in contact resolution rate

100 %

boost in specialist productivity

100 %

jump in customer lifetime value

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Data Cloud and Health Cloud protect sensitive client data and suggest tailored wellness treatments.

With predictive health data, Agentforce and specialists can be proactive in helping clients reach their wellness goals, like suggesting new products based on their order history.

“Always-on support will take us — and our clients — to the next level,” says Glass.