The challenge
Support agents at a growing auto insurance enterprise were spending too much time on the wrong work. They deciphered vague tickets, dug through past cases for context, and crafted database queries by hand. On top of that, repetitive user-management tasks like password resets pulled them away from real customer issues. Response times slipped. Agents burned out. The obvious answer was hiring, but the cost was hard to justify.
The solution
Rather than introduce another tool for agents to switch into, Scalong embedded AI directly inside the Salesforce UI they already lived in.
- Agents receive context-rich resolution suggestions within seconds of opening a ticket.
- Repetitive tasks like password resets are auto-handled without agent intervention.
- Jira tickets are auto-generated and routed when escalation is needed.
- Customers can self-serve real-time status updates directly through the system.
- Full security controls and real-time tracking sit underneath every interaction.
Results
Resolution times dropped 30 percent, with no change to the tools agents already knew.
4 hours per day returned to the team, freed up by automation of the routine work.
Zero new hires needed to support a growing customer base.
Added impact
The 4 hours saved every day now go to upskilling the support team on complex root-cause analysis, the kind of work that prevents future tickets altogether. With AI covering the repetitive layer, agents also have time to send proactive updates to customers instead of waiting to be asked. Customers themselves can pull real-time status whenever they want. The whole support experience moved from reactive to proactive.