Intelligent Development

We engaged Indev, LLC to support our FAST 2.7 TCC Agentforce Service Request AI Summary initiative as part of our participation in the Salesforce Foundations program. Leveraging a no-cost contract modification that provided access to Agentforce and Data Cloud credits, our objective was to identify and implement a high-impact internal use case that would demonstrate the value of employee-facing generative AI capabilities within our Salesforce ecosystem. Indev's performance throughout this engagement was exceptional. Working entirely within our existing operations and maintenance contract and without any additional project funding, the team successfully designed, developed, and deployed an internal generative AI capability that can analyze and summarize large volumes of information associated with customer service requests. This included reviewing not only the primary service request, but also related records, historical service requests, customer correspondence, agent notes, and supporting attachments to produce concise, actionable summaries for employees. The selected use case addressed a significant operational challenge within our contact center environment. Prior to this implementation, supervisors responding to customer escalations often needed to spend several minutes reviewing multiple sources of information to gain sufficient situational awareness before engaging with a customer. The Agentforce-powered summary capability dramatically reduced this effort by providing supervisors with an accurate and comprehensive summary of the relevant information in seconds, enabling faster and more effective intervention. From a project management perspective, Indev demonstrated outstanding organization, discipline, and execution. Their use of Azure DevOps provided effective governance and delivery management, while their strong risk management culture ensured a consistent focus on operational success and risk mitigation. The team remained adaptable throughout the en

Nick Miller and his team delivered exceptional results on our TCC Agentforce Knowledge AI Summary project, which was critical for launching the Agentforce virtual assistant. This project enabled us to update our knowledge base and ensure Agentforce could handle complex customer inquiries. The team’s expertise with Salesforce Service Cloud and AI tools was evident throughout the engagement, as they quickly mastered new Salesforce features and provided valuable guidance at every step. Special thanks to Nick, Hasan Kalayci, and Vandana Joshi for their dedication and long hours on this project. Their collaborative approach led to a smooth transition and improved customer support efficiency. Nick is an outstanding team leader, leveraging his team’s strengths to ensure a successful outcome. My tip for future clients is to trust their process and maintain open communication. They are responsive, proactive, and truly invested in your success. I look forward to our next project together.

We engaged Indev, LLC to support our FAST 2.7 TCC "Ace" Agentforce Service Agent initiative to address a critical business need: migrating our existing Einstein chatbot solution to Agentforce Service Agent before the retirement of Article Answers functionality in September 2026. Failure to complete this migration would have significantly degraded our customer self-service capabilities. During execution, we accelerated our deployment objective to achieve production go-live prior to the start of FIFA World Cup 2026 operations. Indev's performance throughout this engagement was exceptional. Working entirely within our existing operations and maintenance contract and without additional project funding, the team delivered a production-ready Agentforce Service Agent in just 108 days, achieving production deployment on June 5, 2026, ahead of both our revised operational deadline and the original six-month project schedule. From a project management perspective, Indev demonstrated outstanding organization, discipline, and execution. Their use of Azure DevOps provided effective governance and delivery management, while their strong risk culture ensured a constant focus on mission success and operational risk mitigation. The team consistently met commitments despite several unforeseen challenges. Indev's technical expertise was equally impressive. Although Agentforce was a new technology area for the team, they rapidly developed deep expertise through Salesforce resources, Trailhead, development environments, and Salesforce support channels. The resulting solution is clean, efficient, highly maintainable, and aligned with Salesforce best practices. Throughout the engagement, they consistently prioritized configuration over customization to maximize long-term scalability and sustainability. One significant challenge involved the inability to onboard three anticipated forward deployed engineers due to contracting constraints outside of Indev's control.

Products: Salesforce Service Cloud Our engagement with this Salesforce partner has been exceptionally positive, and we are very satisfied with the overall experience. The value derived from this partnership has been excellent, particularly when considering the outcomes relative to the resources invested. The performance of the partner team has consistently exceeded our expectations, showcasing their commitment to our objectives. The scoping of the engagement was executed flawlessly, utilizing Agile/Scrum methodologies to document requirements and prioritize them based on the highest business needs and potential return on investment. Throughout the engagement, the team kept us well-informed of progress and status updates, effectively communicating successes, challenges, and risks in a timely manner. Their ability to communicate solutions effectively has been a significant advantage, as their extensive knowledge of our business processes allows them to operate as an extension of our product team. This deep understanding has enabled them to manage risks proactively, ensuring that we can make informed decisions for mitigation. Moreover, their expertise in Salesforce products and technology has proven invaluable. They routinely suggest multiple solutions tailored to our evolving business needs. The outcomes of their efforts have been remarkable, including the development of three new applications and the onboarding of three new user populations, resulting in the potential for nearly $4 million in annual savings. Finally, their collaborative and forward-looking approach has empowered our product team admins, ensuring that we are well-equipped to maintain our solutions moving forward. Overall, this partnership has been a tremendous asset to our organization, and we look forward to continuing this successful collaboration.

Products: Salesforce Service Cloud Our engagement with this Salesforce partner has been exceptionally positive, and we are very satisfied with the overall experience. The value derived from this partnership has been excellent, particularly when considering the outcomes relative to the resources invested. The performance of the partner team has consistently exceeded our expectations, showcasing their commitment to our objectives. The scoping of the engagement was executed flawlessly, utilizing Agile/Scrum methodologies to document requirements and prioritize them based on the highest business needs and potential return on investment. Throughout the engagement, the team kept us well-informed of progress and status updates, effectively communicating successes, challenges, and risks in a timely manner. Their ability to communicate solutions effectively has been a significant advantage, as their extensive knowledge of our business processes allows them to operate as an extension of our product team. This deep understanding has enabled them to manage risks proactively, ensuring that we can make informed decisions for mitigation. Moreover, their expertise in Salesforce products and technology has proven invaluable. They routinely suggest multiple solutions tailored to our evolving business needs. The outcomes of their efforts have been remarkable, including the development of three new applications and the onboarding of three new user populations, resulting in the potential for nearly $4 million in annual savings. Finally, their collaborative and forward-looking approach has empowered our product team admins, ensuring that we are well-equipped to maintain our solutions moving forward. Overall, this partnership has been a tremendous asset to our organization, and we look forward to continuing this successful collaboration.

Products: Salesforce Service Cloud Our engagement with this Salesforce partner has been exceptionally positive, and we are very satisfied with the overall experience. The value derived from this partnership has been excellent, particularly when considering the outcomes relative to the resources invested. The performance of the partner team has consistently exceeded our expectations, showcasing their commitment to our objectives. The scoping of the engagement was executed flawlessly, utilizing Agile/Scrum methodologies to document requirements and prioritize them based on the highest business needs and potential return on investment. Throughout the engagement, the team kept us well-informed of progress and status updates, effectively communicating successes, challenges, and risks in a timely manner. Their ability to communicate solutions effectively has been a significant advantage, as their extensive knowledge of our business processes allows them to operate as an extension of our product team. This deep understanding has enabled them to manage risks proactively, ensuring that we can make informed decisions for mitigation. Moreover, their expertise in Salesforce products and technology has proven invaluable. They routinely suggest multiple solutions tailored to our evolving business needs. The outcomes of their efforts have been remarkable, including the development of three new applications and the onboarding of three new user populations, resulting in the potential for nearly $4 million in annual savings. Finally, their collaborative and forward-looking approach has empowered our product team admins, ensuring that we are well-equipped to maintain our solutions moving forward. Overall, this partnership has been a tremendous asset to our organization, and we look forward to continuing this successful collaboration.

I have been very pleased with this engagement. All resources were knowledgeable, professional, good communicators, and dedicated to being successful. I'd have high confidence of success if I am able to work with them again.

I have been very pleased to work with this partner. All resources were skillful, professional, well organized, and communicated well. Every team member was hard working and dedicated. I'd welcome the opportunity to work with them again.