Cutting Customer Support Time by 65% for DOMO

From email overload to instant support

DOMO Chemicals is a global leader in engineered materials and polyamides, but even industry giants face everyday challenges—like dealing with thousands of customer service emails each year. A single person handled over 3,000 email requests annually, each requiring in-depth product matching and documentation lookup. The result? A repetitive and time-consuming process.

Some requests needed expert input, but nearly half were simple enough to automate—if only they had the right tools. That’s where we came in.

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Two agents, one big impact

To tackle DOMO’s support bottlenecks, our experts built two specialised AI agents that delivered results in just weeks:

1. Customer Service Agent

• Automates product and document matching

• Reduces reply preparation time from 5–10 minutes to instant

• Cuts resolution time from several days to under 24 hours

• Automatically logs actions into Salesforce for improved tracking

2. Commerce Cloud Agent

• Knows DOMO's product catalogue inside out

• Answers technical questions and recommends solutions

• Retrieves documents in real time

• Creates a smoother, more scalable support experience across sales and service touchpoints

By consolidating four separate systems into a single Salesforce environment, DOMO now benefits from greater visibility, seamless case management, and consistent data across departments.

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Quick deployment, lasting results

In just 30 days per agent, DOMO's support team went from overwhelmed to empowered. With a Level 4/5 complexity rating, these agents were designed to handle real-world support scenarios with minimal setup—and they’re already making a measurable difference.

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