In Part 3, Venice shows how one small process change—automatically summarizing case histories—delivered $2.5 million in savings for a client’s support department. By using Power Automate and AI Builder, agents no longer wade through long chat threads or emails when picking up reassigned cases. Instead, they see an instant, AI-crafted summary that gets them up to speed in seconds. This time savings adds up quickly, demonstrating how even modest improvements can transform operations at scale.
Hey everybody, this is Venice from Rockhop. In the last video, I shared with you our customer situation and how we identified a $2.5 million opportunity at the customer by making one small change. I want to deep dive into that so you can see the impact of something that a lot of the support people took for granted. And I briefly shared with you it was about reading a case which as a support person I would assume yes I do need to let me show you the situation.
When you pick up a case you want to read what the customer um has asking of you and then what the your previous team has told the customer so that you're up to date and giving them the latest the greatest etc. We want to maintain that. the pain point was coming from cases are often passed when a shift ends or it's escalated or reassigned etc. And in that case there's usually a long chat history and email history to read to get ramped up.
We solutioned this by adding a simple step of using Power Automate to pull those case details from Salesforce, using AI builder to craft a summary from all the case details that we are feeding into it and then posting those case details back to the top of the case so that when the case worker opens them up, they are not reading the back and forth from the chat industry, but diving right into current state, what the customer is asking and what their action needs to be.
Scale at which this was happening was remarkable. There is 50 cases being worked per person in the support team. So, we could save potentially over 5,000 hours if this was just a fiveinut task. Because of the scale of this, that means that the customer can see a $2.5 million ROI after the first year of implementation. This is remarkable. This is changing the whole trajectory of the department. By combining this on top of all the other improvements that we see, you can really see how this can change the course of the business.
Thanks for watching. We would love to do this exercise with you. So, I hope that you reach out, ask us questions, and we'd love to have a conversation with you.