CUSTOMER STORY
Better than Bots: How Rectangle Health Handles Thousands of Support Interactions Per Month With Agentforce
For over 30 years, Rectangle Health has partnered with healthcare practitioners to optimize financial, operational, and administrative processes—so providers can focus on what matters most: patient care. With a growing customer base, they recognized the need for a scalable, future-ready approach. This wasn’t just about implementing a new tool—it was about fundamentally reimagining how they connect with and support their customers at every touchpoint.
Jeffrey Burt, Director of Technical Support at Rectangle Health, clearly saw the challenge ahead. “We were drowning in tribal knowledge,” he explained. After a series of acquisitions, support teams were suddenly managing multiple product lines—without a unified system to capture, share, or reuse solutions, and no consistent way to address common customer inquiries. Guided by the 80/20 rule, the team set out to find a solution that could efficiently and consistently resolve at least 80% of recurring questions—freeing up their experts to focus on the more complex, high-value issues.
TECHNOLOGIES INVOLVED
“One of the things that I’ve learned over the past probably five years or so has been that customers are much more receptive to going to self-help than they were previously.”
– Jeffrey Burt, Director of Technical Support
A Partnership Built on Trust
When it came to implementing their Agentforce solution, Rectangle Health found more than just a technology partner in Plative – they found a true collaborative team. Together, the teams navigated the complexities of implementing a new agentic support system that was both intelligent and intuitive for customers to interact with. Rectangle Health gained a new ally: a support agent they named Rex.
When it came to implementing their Agentforce solution, Rectangle Health found more than just a technology partner in Plative – they found a true collaborative team. Together, the teams navigated the complexities of implementing a new agentic support system that was both intelligent and intuitive for customers to interact with. Rectangle Health gained a new ally: a support agent they named Rex.
“Plative told us what they were going to do, they delivered on time and definitely met – in some ways exceeded – our expectations. So we couldn’t be more pleased.”
– Jeffrey Burt, Director of Technical Support
Leveraging their knowledgebase was critical. Before implementing Rex, Jeffrey and his team had already invested significant effort in building a robust internal documentation system.
“If we would have tried to do this without having that content populated, we would not have been successful,” he noted. Rex pulls from a comprehensive, well-structured knowledge base of all of Rectangle Health’s articles, making it incredibly effective.
More Than Just Answers: Rex in Action
Rex isn’t just a chatbot – it’s a sophisticated support agent capable of handling a wide range of customer inquiries, namely:
- Refund processing: Detailed explanations about partial and full refunds
- Hardware troubleshooting: Helping customers resolve connectivity issues
- Reporting guidance: Showing customers how to run and find specific reports
Jeffrey shared his excitement that they are already seeing the impact:
Improved customer and internal team experience
Ability to give answers to questions for customers in real time 24/7
Reduced dependency on third-party support vendors
Agents and Humans Working In Perfect Harmony
Rectangle Health aimed to deliver an exceptional customer experience while enhancing the capabilities of their team. To achieve this, they partnered with Plative to implement two tailored custom solutions for Agentforce.
Agentforce to Live Agent: The Agent needed a way to recognize when it wasn’t fully addressing a customer’s concerns. With Plative’s Agentforce to Live Agent IP, the system can smartly detect when it’s unable to resolve an issue. Alternatively, customers can simply request to “speak to a representative,” and the Agentforce system will seamlessly transfer them to a live support agent via Salesforce Digital Engagement.
Live Chat Escalation: Agents may be available 24/7, but support agents at Rectangle Health are not. That’s why it’s essential for the Agentforce Agent to have clear visibility into agent working hours and online status. Plative’s Live Chat Escalation IP ensures real-time checks of agent availability. If no agents are online, it seamlessly offers alternative support options such as email, phone, or case creation, ensuring uninterrupted support for users.
The Future of Customer Support at Rectangle Health
For Rectangle Health, Rex represents a new way of thinking – where AI doesn’t replace human interaction, but enhances it, giving their team more time to tackle complex challenges and build deeper customer relationships.
“We’re not just implementing technology, we’re creating a more responsive, efficient way of supporting our customers.”
– Jeffrey Burt, Director of Technical Support
Looking ahead, the team has ambitious plans to expand AI capabilities across email and phone channels that will transform how they approach customer support.
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