The dust has settled on another epic Salesforce World Tour, and what a ride it was! The Cloudwerx team is still riding the high of an incredible week—big conversations, big ideas, and even bigger inspiration. But more importantly, we hope you walked away with actionable insights to apply to your business.
One of the standout moments? Our session with My Plan Manager and Allegis Group APAC (known locally as TEKsystems). These two trailblazers are redefining what’s possible with agentic AI and the Agentforce platform. The only problem? Twenty minutes wasn’t nearly enough to do their stories justice! But we’re not ones to dwell—we take action. So, here’s the good news: we’ve got something special in the works to bring you more from these pioneers. Stay tuned.
In the meantime, if you missed the session (or just want a recap), here’s how these two very different companies are leading the charge in AI innovation.
Our Agents for Change
The session was called, ‘Your AI Playbook for Success’, and featured Jane Hatch the CIO for My Plan Manager, Saksham S the Data Scientist from Allegis Group with our own John Cosgrove joining the panel. It was hosted by the Salesforce RVP for Agentforce and Data Cloud, Kevin Doyle, who drove the conversation beautifully.
For My Plan Manager (MPM), Australia’s largest NDIS plan managers, Jane spoke about how their business is challenged to deliver service excellence at scale to the thousands of clients and their families, caregivers and care providers. When Jane was first introduced to Agentforce by the Cloudwerx team she knew this was very different and spoke of understanding it was
“a completely different paradigm for developing software. We just had to think differently.”
The pilot they worked on with Cloudwerx gave them hands-on experience with the agents and they found themselves working backward looking for how the agents could impact their service experience and solve key challenges around the depth and breadth of their service delivery. They certainly wanted to experiment with it and learn more and lent on the Cloudwerx team to guide them. The way the agents would engage was an important consideration as their clients have diverse communication preferences.
Many people have spoken about agentic AI being disruptive to the industry but Jane disagreed saying it could be both disruptive and transformational.
The hands-on experience allowed her and her team to understand what they could really do with the platform and find the best fit for agents in their customer experience.
Personalisation is central to what MPM do as they guide and support their clients through the NDIS, helping them manage their budgets and process their claims. Needs can change from day-to-day for each of their thousands of clients so client service teams are required to have information at their fingertips to help them respond to enquiries and claim submissions. Agentforce offers an opportunity to think about service excellence in a new way, one that promises a more human experience.
MPMG is a business solely focused on connecting and the client experience, and can see the potential for agentic AI as a valuable tool to help their team spend more time with their clients and deliver the service excellence they strive for.
Empowering human connections with AI
Allegis Group APAC have also been able to deliver extraordinary results in a short time; in 2025, they are forecasting they will reduce the time taken on administrative tasks by up to 70%. As one of the world’s largest workforce solutions companies, their business thrives when strong human connections are made with their clients and job seekers (talent) who are looking for the next opportunity.
With thousands of conversations happening every week across APAC, Saksham pointed out their agents are designed to capture every conversation. This simple sounding solution cuts hours from their workload but most importantly it allows them to further enrich the relationships they are building.
Saksham was no stranger to Large Language Models (LLMs) and had already implemented several internally to help their teams improve productivity. Their core functions were essentially automation focused so when Cloudwerx introduced him to Agentforce he immediately understood the difference.
Saksham led a team at their innovation hub who were also guided by the Cloudwerx team through understanding its capabilities and identifying where it could help. Two core needs were identified: the ability to cut the manual processes to boost face time with clients and talent, and improving their data quality. With every notation being ingested into Salesforce, and then correctly classified they identified a win-win with Agentforce. But that is just the start. Saksham sees Agentforce and agentic AI as having a central role in their business helping them deliver improved experiences across the value chain.
The human experience
Two seemingly very different companies are both 100% focused on the human connection. Their innovations, helped along by the Cloudwerx team, are important and cutting edge.
JC nailed the meaning of what we were hearing when he said “they are agents for change – bringing AI to the human experience.” That line stuck out to us and we are now taking that regret for the lack of time and turning it into action. We want them back and we want more time.
Watch our webinar were MPM and Allegis deep dive further into how they became Agentforce enabled, the challenges they faced, and the wins along the way- Watch the webinar Now.