Agent-Powered Ordering: ezCater Taps Agentforce to Transform Workplace Food Management

ezCater, the #1 food tech platform for workplaces in the U.S., is expanding its collaboration with Salesforce. The Boston-headquartered company is using Agentforce and Data Cloud to help alleviate the challenges of ordering food for the workplace and deliver more personalized customer experiences.

From simpler tasks like modifying the quantity of food ordered to helping customers decide which restaurant to order from, AI agents will transform how ezCater customers order food for their workplace. And if a more complex issue arises, such as a sudden change in location or attendees that require a complete reconfiguration of a food order, Agentforce can automatically escalate the request to a human representative. This smooth transition from autonomous to human-personalized support will ensure that ezCater provides a stress-free experience for its customers.

The challenge: Ordering food for groups at work can be complex, from managing cuisine preferences and staying on budget to ensuring the food arrives on-time and as ordered. The ability to accurately handle a variety of workplace orders and customer requests at scale is crucial for ezCater’s success and requires intelligent automation that reduces manual updates and minimizes errors. 

The opportunity: ezCater is turning to Salesforce to upgrade its systems. With Agentforce and Data Cloud, the company will unite customer data and be able to efficiently handle customer inquiries at scale, regardless of the complexity. 

The Salesforce solutions:

• ezCater will use Agentforce, a suite of customizable agents and tools seamlessly integrated with the food tech platform’s data and apps, to transform workplace food management. For example, when an ezCater customer needs to change a breakfast order for a visiting client with dietary requirements, they can easily communicate their needs using natural language. Agentforce will automatically adjust the orders, making the process as intuitive as speaking to a human.
• Data Cloud, the heartbeat of the Salesforce Platform and foundation of Agentforce, will unite five key ezCater systems — including its data warehouse, CRM, and transactional systems — resulting in a single source of truth for understanding each customer’s needs. With a complete view of each customer, ezCater can not only address current needs but also anticipate future orders. For instance, if a team enjoyed an order for Taco Tuesday, ezCater could recommend a future Taco Tuesday order that meets their dietary needs and order preferences. 
• Agentforce and Data Cloud together make it possible to deliver more personalized recommendations. By grounding AI in ezCater’s data, agents will be able to reference a company’s order history when making restaurant and menu recommendations.  

Fast facts: Nearly 90% of employees have a more favorable view of their company when food is provided, according to ezCater’s Food for Work Report. In addition, two-thirds of employees surveyed say free food helps offset their commuting costs, and 67% of hybrid workers say that free food entices them to work in person.  

Customer perspective: “ezCater and Salesforce are a perfect match. Salesforce is more than just a sales tool; it’s a whole ecosystem of technology solutions. We’re looking forward to integrating it into our product to further improve the customer experience and support our sales and customer service teams.” – Erin DeCesare, Chief Technology Officer, ezCater 

We’re looking forward to integrating it into our product to further improve the customer experience and support our sales and customer service teams.

Erin DeCesare, Chief Technology Officer, ezCater 

More information:

• Go deeper on ezCater’s Salesforce story
• Read more about Agentforce and Data Cloud