Case Study: Ascendum speeds field issue resolution with McKinsey and Salesforce AI

Ascendum speeds first-time resolution with McKinsey & Company in a 4-week AI pilot

Ascendum, a Portugal-based global provider of machinery and equipment, faced a significant challenge in supporting its field service agents. These agents struggled to quickly diagnose and resolve equipment issues because the necessary technical information was buried in over 14,000 unstructured documents and multiple databases, making each diagnosis a time-consuming logistical challenge. To address this, Ascendum partnered with McKinsey & Company and Salesforce to empower their agents with AI tools to work smarter and faster.

McKinsey, along with Salesforce, developed and integrated a generative AI engine on the Salesforce Service Cloud platform. This solution streamlined access to information, providing agents with accurate troubleshooting diagnoses. The pilot implementation led to a significant improvement in first-time resolution rates and drastically reduced equipment downtime for customers, saving them an estimated $5,000 to $12,000 per hour in recouped field time.

Ascendum