Iron Mountain Achieves Peak Productivity with Einstein AI

Iron Mountain, a global leader in information management services, faced challenges in streamlining its customer support operations. Manual order processes and fragmented data sources hindered agent productivity, leading to increased lead times and a growing backlog of inquiries. Recognizing the need for a unified and intelligent solution, Iron Mountain turned to Salesforce and Einstein AI.

By implementing Einstein AI, Iron Mountain has transformed its service operations. Generative AI now suggests personalized case replies, drawing from past cases and a comprehensive knowledge base. This automation has led to an impressive 80% close rate, with agents finding that 76% of AI-generated responses require no editing. Furthermore, 85% of service agents have rated these AI-driven responses as highly helpful, contextual, and accurate. Einstein's ability to automatically create new knowledge articles with each resolved case ensures a continuously updated and improved knowledge base.

The integration of the Einstein 1 Platform with Service Cloud, facilitated by MuleSoft, provides agents with a holistic view of each customer. Predictive Article Recommendations save agents time by suggesting the best articles to resolve cases, eliminating manual knowledge base searches. Work Summaries, powered by Einstein, automatically generate case summaries, reducing the time spent on manual note-taking.

Value Results:

• Increased Agent Productivity: AI-generated replies and automated knowledge base updates significantly reduce the time agents spend on each case.

• Reduced Repeat Calls: An 8% reduction in repeat calls demonstrates improved first-call resolution and customer satisfaction.

• Decreased Handle Times: Average handle times have decreased by approximately 10%, allowing agents to handle more cases efficiently.

• Improved Chat Efficiency: Chat abandonment rates have plummeted by 70%, from 5% to just 1.5%, thanks to automated routing and quicker response times.