CASE STUDY

Scaling Customer Service with an AI-Augmented Model for a UK Broadband Provider

Lit Fibre is a UK full-fibre broadband provider operating in a highly competitive and service-driven market. As the business expanded, it required an AI-augmented customer service model that could scale efficiently while maintaining high service standards and operational control.

Partnering with Trigg Digital, Lit Fibre implemented Salesforce Service Cloud and Agentforce to create an AI-augmented operating model that improved response times, increased agent efficiency, and provided a scalable foundation for continued growth.

INDUSTRY & SEGMENT

Communications SMB

Platform & products

Agentforce Service
Agentforce AI

The Challenge

Scaling customer service without compromising experience

As Lit Fibre rapidly expanded its fibre footprint, customer service demand increased across onboarding, support, and renewals. Existing processes relied heavily on manual handling, limiting speed, consistency, and scalability.

Key challenges included:

Increasing case volumes putting pressure on service teams
Manual triage and response workflows slowing resolution times
Limited ability to scale support capacity efficiently
Inconsistent handling of repeatable service requests
Growing operational cost as demand increased

Lit Fibre needed a solution that could scale with growth while preserving service quality and operational control.

Our Approach

Trigg Digital partnered with Lit Fibre to design and implement an AI-augmented service model using Agentforce Service and Agentforce, focused on practical automation rather than replacement.

Our approach included:

Defining high-impact service use cases suitable for agentic automation
Deploying Agentforce to support case triage and prioritisation, guided agent responses and routine service task automation
Embedding AI agents directly into service workflows to support, not replace, human agents
Enabling teams with training and governance to ensure confident adoption

Rather than introducing disconnected automation tools, the focus was on augmenting frontline teams within a governed, enterprise-ready CRM environment.

In Their Words

“Our partnership with Trigg and the implementation of Salesforce’s Agentforce is a game-changer for our business. It allows us to elevate our customer experience by empowering customer service agents while improving operational efficiency. Together, we’re setting the stage for sustainable growth.”

Tom Williams, Chief Executive Officer, Lit Fibre.

The Results

Faster response and resolution

AI-supported triage and guided workflows reduced handling time and improved first-response speed.

Increased agent productivity

Service agents were freed from repetitive tasks, allowing them to focus on higher-value customer interactions.

Improved consistency and quality

Standardised, AI-assisted responses improved accuracy and customer experience across service journeys.

Scalable service operations

Agentforce enabled Lit Fibre to scale service capacity without linear increases in cost or headcount.