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.
Communications • Agentic AI • SMB
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 operational speed, consistency, and enterprise scalability.
Case Volume Pressure
Rapid footprint expansion led to a sharp increase in daily support request influx, placing unsustainable strain on standard backend customer service teams.
Manual Workflow Triage
Heavy reliance on manual ticket triage and static response distribution slowed cross-channel resolution speeds and limited organizational consistency.
Capacity Constraints
Siloed tools offered limited ability to dynamically scale high-volume support infrastructure during peak onboarding and regional customer renewal cycles.
Escalating Operating Costs
Inconsistent routing and repeated handling of predictable service requests created a high-cost environment that threatened sustainable margin growth.
Our Approach
Practical automation rather than replacement.
Trigg Digital partnered with Lit Fibre to architect and deploy a modern, AI-augmented service model utilizing Agentforce Service, focused entirely on augmenting frontline performance.
Strategic Use Case Definition
Conducted a deep-dive analysis to isolate and define high-impact telecom service touchpoints best optimized for automated agentic workflows and instant customer responses.
Agentforce Core Deployment
Implemented smart AI layers to automatically process case triage, organize priority assignment, suggest contextual guided responses, and close repeatable service actions.
Direct Workflow Augmentation
Embedded automated AI agents directly inside core Service Cloud console layouts to streamline agent efficiency, acting as an always-on assistant rather than a replacement.
Governance & Confident Adoption
Delivered structured team enablement frameworks, robust data governance protocols, and localized training maps to guarantee secure system expansion and high adoption.
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
Tangible transformation across operations.
Faster Response & Resolution
AI-supported ticket triage paired with intelligent, guided support tracks successfully minimized total case handling times and elevated first-response turnaround speed.
Increased Agent Productivity
Frontline service professionals were entirely unburdened from basic, repetitive requests, shifting their complete focus to high-value, nuanced client conversations.
Improved Consistency & Quality
Standardized, real-time AI-assisted response workflows rapidly improved system data accuracy and scaled general user satisfaction across diverse digital support metrics.
Scalable Service Operations
Deploying Salesforce Agentforce gave Lit Fibre the explicit capability to seamlessly scale processing capacity without forcing linear increases in staff overhead or baseline operating budgets.