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A retirement plan provider handed duplicate case handling to automated rules after validating them in production.
A retirement plan provider had a highly technical Salesforce team that wanted duplicate case handling to run without agent involvement.
Merging duplicates manually worked, but it required someone to notice the duplicate first. The team wanted the confident cases handled before an agent ever saw them.
AutoMerge applies strict, narrowly defined duplicate criteria and merges matching cases automatically, so only ambiguous cases reach an agent.
The team tested its criteria rigorously in a production environment before enabling automation broadly.
Automated merging saved agent time and increased productivity across the support team.
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