OEM Cosmetics · ManufacturingHow Euro Cosmetic Manufacturers found a real path to AI in customer service.
A clear AI roadmap delivered in days, the first agent in production within two weeks, and a growing portfolio across Agentforce and Anthropic.
- Client
- Euro Cosmetic Manufacturers
- Industry
- OEM Cosmetics Manufacturing
- Services
- Service Cloud · AI agents
- Timeline
- 2 weeks to first agent · ongoing
Every other partner we spoke to was quoting us months of planning or did not know where to start. Preconfigured walked in with a clear AI roadmap, put the first agent into production within two weeks, and has been scaling with us ever since.
Quality manufacturing, deep service relationships.
Euro Cosmetic Manufacturers is an OEM cosmetics manufacturer serving beauty brands, retailers, distributors, and direct consumers of its own brand.
The company has built its reputation on quality manufacturing and dependable service across a complex network of B2B and B2C relationships.
A clear vision for AI, no credible path.
Leadership knew AI needed to play a real role in customer service. What was missing was a partner who could ship.
Euro Cosmetic's leadership had been clear for some time: AI needed to play a real role in customer service.
The team handled product inquiries, order questions, manufacturing updates, documentation requests, complaints, and general support every day, and the volume was only growing. What was missing was a credible path forward.
Salesforce SIs were quoting six to nine month engagements before any AI work could begin. Generalist AI consultancies could not speak the language of Service Cloud. The Anthropic ecosystem the company was already exploring in other parts of the business was outside the comfort zone of every Salesforce partner they evaluated. Every quote came with caveats, prerequisites, or a multi-stage roadmap that started with discovery and ended somewhere in next year.
The team did not need another scoping document. They needed a partner who could ship.— The bar that defined the search
A roadmap on day one. The first agent in two weeks.
After evaluating multiple partners, Euro Cosmetic chose Preconfigured. The difference showed up immediately.
Within the first week, Preconfigured delivered a concrete AI roadmap for the customer service organization — not a maturity model, not a workshop output, an actual sequence of agents to build, with the foundation work each one required scoped specifically.
By the end of week two, the first agent was in production. It was a deliberately scoped first win: an Agentforce assistant that helped service reps summarize new cases and retrieve approved answers from the knowledge base. Small enough to ship fast. Real enough to prove value. Visible enough to build internal momentum for what came next.
From kickoff to live in two weeks.
Against six to nine month engagements quoted by every other partner before AI work could begin.
Two tracks, running together.
With the first agent live and the business case earned, Preconfigured ran the Service Cloud foundation and the agent portfolio in parallel.
With the first agent live and the business case earned, Preconfigured ran two tracks at once.
Service Cloud foundation
- Unified customer 360 spanning brands, retailers, distributors, and end consumers.
- Case categorization, routing, and escalation workflows mapped to real ownership.
- Knowledge base of approved answers, structured for AI retrieval from day one.
- Service dashboards for reps, managers, and leadership.
Agent portfolio across platforms
- Case summarization and knowledge retrieval (Agentforce).
- Response drafting and next step recommendations (Agentforce).
- Complex case detection and intelligent escalation (Agentforce).
- Service operations insights for leadership (Anthropic based, integrated with Salesforce data).
- Cross-system documentation assistant for B2B customer requests (Anthropic based, integrated with Salesforce data).
Reps stay in control of every customer interaction. The agents handle the structural work so reps can focus on the conversation.
What set Preconfigured apart is that they did not treat AI as a separate problem from Salesforce. They were equally comfortable building on Agentforce and building outside of it. We got the right tool for each job, not the tool that fit their playbook.
What customer service feels like now.
The combined platform and agent portfolio has changed how the service team operates and what customers experience.
The capability is no longer where to start.
The roadmap that started as a slide deck is now a working portfolio that continues to grow.
For Euro Cosmetic, the win is not a single agent or a single platform. It is the operating capability to identify a service problem and ship an AI solution for it in weeks.
The roadmap that started as a slide deck two weeks into the engagement is now a working portfolio that continues to grow. The team no longer asks where to start with AI. They are already three quarters ahead of that question.