- ALL SERVICES
- • Managed Services
- • Simplification of Interfaces
- • Data Migration and Processing
- • Architectural Solutions and Scoping
- • Code Review, QA and Support
- • Applications Development
- • Pre-sales and Solutions Consulting
- • Technical Audit and Support
- • Custom Applications Development
- • AI Apps
Salesforce Agentforce Implementation to Improve Support Case Resolution at Vivino
Following our earlier success in delivering managed services for this renowned wine app, this success story demonstrates the transformational power of AI in Salesforce
Salesforce Agentforce Implementation to Improve Support Case Resolution at Vivino
Vivino
Website:
vivino.com
vivino.com
Industry:
Consumer goods/high tech
Consumer goods/high tech
Headquarters:
📍 Copenhagen, Denmark
📍 Copenhagen, Denmark
Number of employees:
300
300
About the Сlient
Vivino is a leading global platform for wine discovery and shopping, trusted by a growing community of over 65 million users. With a catalogue that includes more than 17 million wines, the platform helps users make confident wine choices whether they’re planning a dinner, celebrating a special moment, or simply exploring new tastes.
What began as a simple tool to guide everyday wine buyers has grown into a dynamic online marketplace operating across 18 markets, with further expansion on the horizon. Vivino connects consumers with a wide network of trusted wine sellers and producers, making it easier than ever to explore, compare, and purchase wines that match their preferences.
As part of its continued growth, Vivino now offers a premium membership in select countries, giving users access to advanced features designed to personalize and enrich the customers’ wine journey. By combining technology, community insights, and a passion for wine, Vivino continues to redefine how people around the world discover and enjoy wine.
Products used:
- Short-term project, completed in July 2025
- Consumer goods/high tech
Project details:
- Over 100 Salesforce org users
Services provided:
Challenges
As Vivino scaled its operations across global markets, the company faced several key challenges related to customer support and long-term business insights:
- Limited visibility into support interactions: With thousands of support cases handled monthly, only a small percentage could be manually reviewed by quality assurance teams. This created blind spots in understanding overall communication effectiveness.
- Inconsistent tone and communication quality: Vivino wanted to ensure that support agents consistently used the right tone of voice aligned with brand values, but lacked scalable tools to evaluate and guide this across markets.
- Difficulty identifying root causes of low CSAT in specific cases: When individual support cases received low satisfaction ratings, it was challenging to understand the underlying reasons. The team lacked a scalable way to analyze those conversations in depth and uncover consistent patterns or friction points.
- Manual QA processes were time-consuming and costly: Reviewing cases manually was resource-intensive and inefficient. It limited the ability to act quickly on emerging issues or trends.
- Lack of centralized insights for coaching and improvement: Without a unified view of communication patterns, it was difficult to deliver targeted feedback or develop scalable best practices for support agents.
By addressing these challenges, Vivino aimed not only to improve immediate support operations but also to establish a foundation for future innovation and smarter customer engagement.
- Miguel Zurbano SanchezDirector of Operational ExcellenceWe love collaborating with Twistellar. The experience has been very positive overall. Both Thomas and Serge have been highly supportive, positioning Twistellar not just as a collaborator but as a true partner in our journey to further develop our operations in Salesforce.
Solution
To help Vivino address the set goals and business challenges, the first step was to ensure full integration with the Salesforce ecosystem.
This required replacing Vivino’s existing CSAT system with Salesforce’s native survey functionality — an essential move to enable automation, AI-driven insights, and scalable data processing.
Next, Twistellar implemented Agentforce, an AI-powered solution that aimed to automate the evaluation of customer support interactions and ensure consistent service quality.
The solution focused on identifying patterns in low CSAT scores and analyzing agent tone and communication style.
This allowed Vivino to uncover issues previously missed due to limited manual QA capacity and gain actionable insights for agent coaching and process improvement.
The project also laid the groundwork for future AI use across other functions, such as marketing and sales, by standardizing tone-of-voice analysis and feedback structures.
- Miguel Zurbano SanchezDirector of Operational ExcellenceAgentforce evaluates low-rated interactions and helps assess support quality, so it was natural to wonder how the team would react.
From what we’ve observed, the rollout has gone smoothly without major objections from the team.
These days, we’re surrounded by AI tools offering suggestions — from writing emails to using office software — so this felt like a natural change.
Some human agents may even see it as a chance to highlight their high standards.
Overall, it’s been very well received by our customer support team.
Scope and Process
Objectives: Implement an AI-driven solution to analyze customer support cases, integrate with Salesforce native surveys, and enable future AI enhancements.
Deliverables: Salesforce Agentforce implementation, automated case quality analysis, QA Review object with scorecard, performance dashboard, ongoing support, and scalability improvements.
Results
As a result of the collaboration between Vivino and Twistellar, Salesforce Agentforce on Case Resolution was successfully developed and integrated within Vivino’s Salesforce environment. This AI-powered solution automates the analysis of customer support cases, focusing specifically on interactions with low CSAT ratings (1–2 stars) and randomized agent performance reviews.
The implementation included creating a custom ‘QA Review’ object based on a comprehensive scorecard, enabling automated quality assessments for targeted cases. Additionally, a dashboard was delivered to provide management with clear, actionable insights into agent performance and customer experience trends.
Built for flexibility and scalability, the system allows Vivino’s administrators to easily update and refine quality analysis processes as business needs evolve. While it is still early to measure direct improvements in case resolution efficiency or customer satisfaction, the foundation has been established for data-driven coaching and ongoing enhancement of support quality.
This collaboration has effectively addressed key operational challenges and positioned Vivino for expanding AI-powered customer engagement across other departments in the future.
Client Testimonial
- Miguel Zurbano SanchezDirector of Operational ExcellenceTwistellar has consistently demonstrated deep understanding and responsiveness throughout the project. Their hands-on approach and willingness to adapt have made complex implementations manageable.
We appreciate their role in helping us lay the groundwork for scalable, AI-driven customer support solutions and look forward to expanding this partnership further.
Struggling with limited visibility into support interactions, inconsistent communication quality, or costly manual QA processes? Agentforce helps you scale coaching and improve customer satisfaction. Let’s discuss how.