Employ's Path to Smarter Self-Service with Salesforce and Agentforce

Employ has built its name on a simple idea: to help teams move faster, hire smarter, and build strong workforces. A mission that applies to job seekers and employers alike. As the company expanded, so did the volume and complexity of support requests. Employ knew that no matter how fast it scaled, the people—employers, recruiters, hiring managers, and job seekers—needed to stay at the center of the service and support experience.

That meant investing in the processes and technology that power every customer support interaction. Every team—from Customer Support to Sales and Success—needed to be on the same page, with full visibility into the business. And simple case management wasn't going to get them there. Accordingly, Employ made the leap from Zendesk to Salesforce, bringing every team onto one shared system. This ultimately provided a stronger foundation for AI capabilities, and it became the backbone of a smarter service model, one built for the speed and self-sufficiency customers have come to expect.

With that single system in place, a new challenge came into focus. Employ's knowledge base was rich with detailed, customer-specific resources, but agents were spending more time hunting for the right article than solving problems. The fix came in the form of three separate Experience Cloud sites, giving customers a place to find answers on their own, so they could get back to hiring better, smarter, and faster.

Employ, a company committed to innovation, insights, and human-centered design, wanted to take things a step further and bring AI directly into its support experience. That's where Agentforce came in. Agentforce acts like a helpful hand for employers and hiring managers across each of Employ's help center sites, guiding them to the answers they need before looping in a human agent when deeper expertise is truly required. The impact was immediate; human agents are now spending less time on repetitive requests and more time with the customers who needed them most, all while Salesforce Service Cloud worked quietly behind the scenes, connecting Employ's systems and fueling its continued growth.

"NeuraFlash brought years of experience in Salesforce implementations and that showed up in every part of this project. What could have taken a year, we did in about four months, because they understood our business as well as they understood the platform. That kind of partnership is rare, and it made all the difference."

- Jaime Perez, VP Customer Support

None of this happened in isolation. NeuraFlash and Employ worked hand in hand to build these service communities, with NeuraFlash bringing the guidance and thought leadership Employ needed to scale across multiple brands, and to think beyond simply shifting old processes toward reimagining what was possible. Together, the two teams shared a passion for technology and a commitment to great service, all in pursuit of one goal: maximum ROI for Employ, and real value for the employers and job seekers who depend on it.

Today, with a complete Salesforce org powering its operations, Employ is free to keep growing, innovating, and delivering the high-value experience its customers have come to expect.