Woosmap, a global mapping and geolocation services provider, was searching for a way to enhance its technical support while handling an expanding global customer base. With developers and businesses integrating Woosmap’s advances mapping and geolocation solutions into their own platforms, the volume of support inquiries – ranging from detailed configuration issues to pricing questions – continued to rise. As a result, there was less time available to deliver the expertise that the team is known for in the market today.
That’s where Uprizon and Salesforce introduced Woosmap to Agentforce, an LLM Agent integrated directly into Salesforce Service Cloud, to streamline support operations and facilitate the customer service lifecycle.
The Challenge
Woosmap planned to scale their business by a factor of 5 in the coming years while supporting its new customer base with the same support team, focused on high value-added support for its clients. Reducing the volume of tickets reaching support representatives was therefore paramount – particularly tickets relating to technical troubleshooting and configuration guidance, which made up 50% of the overall ticket volume.
It was therefore imperative that the AI Service Agent handle pricing questions, technical responses, and developer inquiries to allow Woosmap’s customer support representatives the time needed to handle an increased case load.
A major hurdle was the generation of real code samples, which previously would require manual search, confirmation, and retrieval by those same support representatives. Our challenge was to maintain quick and accurate responses that pushed the limits of what an LLM can perform in an enterprise environment.
With timely support critical to developer satisfaction, Woosmap needed a solution that could handle a wide variety of queries while ensuring high-quality, consistent responses.
In the words of Woosmap’s CEO, Jean-Thomas Rouzin, the challenge was clear:
Jean-Thomas ROUZIN : Woosmap CEO
We are entering a scale-up phase, the challenge of which is to multiply our ARR* by 5 without increasing the size of our customer support team or compromising the customer experience.
*Annual Recurring Revenue.
Enter the Agent-Empowered Workforce
Uprizon recognized that Agentforce offered the ideal foundation for Woosmap’s support platform by leveraging its capabilities for automated technical responses, streamlined case management, and simplified pricing inquiries.
The Agentforce Service Agent, powered by our retrieval augmented generation framework, quickly answered common queries, handling tasks like configuration instructions, troubleshooting tips, and precise code samples. Agentforce also creates, manages, and closes cases in Salesforce automatically, allowing support managers to track complex technical or pricing concerns in real time. All of this functionality is available instantly on a self-serve basis, without preventing customers from reaching the support team when they need to speak one-on-one about more complex issues.
Our Results
†Based on audit data generated after project go-live.
Looking Ahead
Woosmap’s partnership with Uprizon, and the power of Agentforce, has transformed its support process into a high-performance engine. Our integrated approach ensures that every request gets handled quickly and accurately, and that customer support agents focus on high value, experience-transforming customer requests.
As Woosmap continues to grow, they can scale their services with confidence, secure in the knowledge that an AI-empowered support team will keep developer satisfaction high. And Uprizon, leading the deployment from the heart of France, stands ready to adapt and thrive in an ever-evolving marketplace centered around Agentforce AI.
