Precision Under Pressure: Chambers Gasket Keeps Customer Service Flowing With Agentforce

From Idea to Agent in 30 Days

Together, Chambers Gaskets and Plative implemented Agentforce in just four weeks.

The initial use case was simple but impactful: reduce the time spent answering “Where’s my order?” inquiries. The answer existed, but it was buried across multiple Salesforce objects, and often required navigating between sales orders, production work orders, and financial records.

This seemingly simple question was coming in up to six times a day and costing the company more than just time—it was pulling senior staff away from critical operations if the account had to be escalated. 

Now, with Agentforce, customers can easily enter their email, purchase order number, and part number. From there, the agent authenticates the request and returns order status, tracking information, or production updates automatically.

If an order hasn’t shipped, Agentforce can check production status and, if needed, initiate a delivery date change. If the request is to push a delivery out, it handles it directly. If it’s to move a date forward, the request is routed to the plant manager for approval.

“We went from just discussing Agentforce to having it in production in about four weeks. It was quick.”

– G. Michael Kenny, Owner and President of Chambers Gasket

Saving Hours and Cutting Costly Interruptions

Chambers estimates Agentforce is saving around 2-3 hours per day by removing repetitive support tasks.

Change Management and Adoption

Agentforce is currently being used and tested internally by 80% of the office staff, with customer service leading the way. The rep who previously handled most of these order status calls is thrilled to be freed up for higher-value work.

For rollout, Chambers is focusing on smaller customers first—where cost-to-serve is highest.

“On a busy day, we could easily lose two to three hours just answering order status questions. Agentforce gives us that time back.”

–– G. Michael Kenny, Owner and President of Chambers Gasket

Looking Ahead: Agentforce for Accounts Receivable

Encouraged by the early success of automating customer support, Chambers Gasket is already planning its next Agentforce use case: improving collections and cash flow.

Today, collecting overdue balances requires hours of manual follow-up from the accounts receivable team—often with limited results. By the time a customer realizes their account is past due, it’s usually because a shipment was delayed, leading to frustration and last-minute escalations. 

The next phase for Agentforce will focus on getting ahead of that cycle. The plan is to have the agent identify accounts that are behind on payments, check for any open sales orders, and automatically notify both the buyer and accounts payable contact on the customer side. These proactive nudges will help customers stay on track and reduce the need for manual outreach.

“Our smallest customers cost the most to support. With Agentforce, we can steer them toward self-service without losing quality. For bigger customers, the value will be instant updates and fewer surprises.”

– G. Michael Kenny, Owner and President of Chambers Gasket