

Salesforce provides Team Medical with a deeply unified platform, enabling sales, service, and operational teams to work collaboratively and deliver exceptional service at scale. Agentforce has unlocked a new level of service and productivity by extending the workforce with digital labour.
Team Medical is a family-owned and operated company that delivers medical supplies to 10,000 customers throughout Australia. Its customers range from small GP clinics to large healthcare groups, dermatologists, cardiologists, day surgeries, and more.
A service-focused organisation, Team Medical has built its success on rapidly responding to customers and solving their problems. This was easier to do in the early days of the business, but as its customer base grew, so did the complexity of maintaining high service standards.
The business had more teams involved in assisting customers, including sales, customer service, accounts, and warehousing. It needed to unify these teams and coordinate their efforts. It also needed to reduce time spent on manual tasks, freeing teams up to spend more time with customers.
What excites me most about Agentforce is how it can help us elevate customer service. It's giving our customers another way to engage with us and helping them get the answers they need faster.
Tom VriensGeneral Manager, Team Medical
Agentforce reshapes how work gets done to elevate customer service
Team Medical has connected its business on Salesforce, unifying teams and data to enable exceptional service at scale. Agentforce plays a key role by extending Team Medical’s workforce with digital labour and helping them serve customers 24/7. The business’ first agent converses directly with customers online, retrieving data from Data Cloud to answer questions about their orders and accounts. The agent also offers rapid responses to product queries. This eliminates time spent by team members searching through product information and ensures more consistent responses.
“We have thousands of products and add new ones to our portfolio daily. No human could understand all those products, let alone what's relevant for customers, which is why Agentforce presents such a huge opportunity. It can retrieve the right data and provide consistent answers to customers in a way that would be difficult for humans to do,” said Tom Vriens, General Manager, Team Medical.
Team Medical has worked with Salesforce Consulting partner Arcturious to deploy its first agent and is now exploring an agent to take customer orders — initially online but potentially via phone in the future. With approximately 25% of Team Medical’s 90,000 support cases handled annually being requests to place orders, this would save the customer service team significant time while elevating the customer experience.
Sales Cloud streamlines sales and increases rep productivity
Team Medical’s use of Agentforce builds on the improvements in efficiency and service it has already achieved with Salesforce. The business has integrated Sales Cloud with its ERP for a 360-degree view of customers, which helps teams deliver a more connected and personalised experience. For example, the sales team now has much greater visibility into customer orders, including those placed online or handled by the customer service team.
When orders are processed by the ERP, related opportunities in Salesforce are automatically closed. So sales reps can avoid unnecessary follow-up with customers and focus on converting opportunities that remain. This time savings is especially valuable in the lead-up to the flu season, where the team works through thousands of opportunities to help customers ensure stock of vaccines. The entire preseason flu process is also easier for Team Medical to manage, and there’s more accountability and empowerment within sales, which are key ingredients for success. Sales reps now also use CPQ, which has simplified the creation of quotes and allows orders to be processed in just a few clicks. This has eliminated a manual and cumbersome process and reduced pressure on the customer service team, who previously assisted every order.
Service Cloud and Slack enable fast and efficient service
Service Cloud and Slack have made it easier for Team Medical’s customer service team to provide efficient support by centralising all the data they need in one place and enabling the team to collaborate with colleagues for information or advice.
“Service Cloud has helped us establish clear and effective processes and accountabilities around customer service, and with the addition of Slack, we can tap into the right people to provide customers with quick and accurate responses,” said Vriens.
Commerce Cloud simplifies selling to a diverse customer base
Team Medical continues to innovate and explore new ways to serve customers. With Commerce Cloud, it has created a new digital storefront where individuals working in areas like home healthcare can purchase supplies. The management of this new channel is near effortless with orders flowing from Commerce Cloud right into Team Medical’s ERP. The new storefront can also be easily updated and enhanced without the need for developers, as compared to the business’ legacy commerce site.
Next, Team Medical plans to launch a digital storefront for those operating in the National Disability Insurance space. It also plans to harness its data and Marketing Cloud Account Engagement to further personalise customer engagement which will become more important as the business diversies from its primary care business into the NDIS and consumer healthcare space and its content and offerings become more diverse. This focus on personalisation also aligns with Team Medical’s values of providing high-quality service to not only grow sales but ensure customers find value in the touch points they have with the business.
With Salesforce providing a deeply unified platform, Team Medical’s employees can collaborate around a single view of the customer and work as one to deliver an exceptional experience. Agentforce extends the business’ workforce with autonomous AI agents which can retrieve data on thousands of products to provide fast, consistent responses to customer questions, 24/7.