How reMarkable Handles 37% of Support Cases with Agentforce AI in Just 3 Weeks
reMarkable deployed Salesforce Agentforce in 3 weeks, with AI agent Mark handling 37% of 27,000+ monthly support cases at satisfaction levels matching human agents, plus an internal IT agent via Slack.
Impact
37%
Cases Handled by AI
3 weeks
Deployment Time
24/7
Service Availability
Challenge
27,000+ monthly support cases overwhelmed teams. Fully human support model unsustainable with growing enterprise demand.
Solution
Deployed two Agentforce AI agents in 3 weeks: Mark for customer service on Experience Cloud, Saga for internal IT support via Slack.
Tools & Technologies
What Leaders Say
“Having Salesforce Professional Services experts guide us was great because then we could move faster. Working with the people closest to the product was super valuable.”
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Full Story
reMarkable, the Norwegian digital paper tablet maker, faced overwhelming support volume with 27,000+ monthly customer service cases stretching teams thin. Growing workforce overwhelmed IT with repetitive requests, and the fully human support model became unsustainable as enterprise demand increased.
reMarkable deployed Agentforce with two AI agents: Mark for customer service (launched on Experience Cloud in just 3 weeks) and Saga for employee IT support via Slack. The implementation included structured testing with feedback loops, data quality improvements, and clear agent scope definitions.
Mark now handles 37% of all support cases with customer satisfaction matching human agents, providing 24/7 service availability.