Aptean: Enjo AI Resolves Complex Customer Support Faster

‍— CHALLENGE

Scaling Support Across 80+ ERP Products

Aptean serves manufacturers and distributors worldwide with a vast portfolio of complex, industry-specific ERP products. As the company scaled through acquisitions - each bringing its own product suite, documentation, and support processes - the 600+ support representatives faced increasingly difficult conditions:

• Overwhelming technical complexity - Each customer query could require research across thousands of siloed knowledge sources, product manuals, and historical cases spanning 80+ distinct products.
• Slow resolution, declining satisfaction - Manual, error-prone processes stretched resolution times and eroded customer satisfaction - directly threatening retention.
• Unsustainable cost trajectory - Hiring and training enough specialists to keep pace with a growing, global customer base was no longer viable.
• Fragmented tools and workflows - Support reps worked across Salesforce, custom CRM systems, and multiple internal tools - constantly switching context and losing time. There was no unified AI layer that could meet them where they already worked.

Aptean needed a solution that could unify knowledge, accelerate resolution, embed directly into existing workflows, and scale programmatically across their diverse product and tool landscape.

— SOLUTION

A Multi-Layered AI Support Strategy

Aptean partnered with Enjo to deploy a multi-layered AI support strategy built around three integration modes: embedded Agent Assist, channel-based AI Agents, and API-driven custom applications.

Objective

• Train on 5+ years of historical Salesforce cases and knowledge base articles
• Ingest thousands of product manuals and documentation across SharePoint and websites
• Deliver instant, human-quality responses to complex customer queries with citations and relevance scores
• Embed Agent Assist directly inside Salesforce and custom CRM instances so support reps get AI guidance without leaving their workflow
• Expose Enjo AI Agents via REST API so Aptean's engineering teams can build custom applications and integrations on their own terms
• Automatically triage incoming requests and create relevant Salesforce cases
• Mask all PII, confidential, and sensitive data across all knowledge sources
• Continuously track performance and identify areas for improvement

Phase 1: Unified Knowledge and Rapid Deployment

Through a collaborative effort between Enjo's customer success team and Aptean's subject matter experts, the initial deployment was completed in a single day. Over 5M documents from Salesforce case feeds, knowledge bases, and SharePoint repositories were ingested and indexed. Custom prompts and rigorous quality testing ensured optimal response accuracy from day one.

Phase 2: Agent Assist Inside Salesforce and Custom CRM

Aptean deployed the Enjo Agent Assist plugin directly inside both their Salesforce and custom CRM instances. This meant support representatives no longer needed to switch tools or search external systems for answers. Agent Assist surfaces real-time summaries, suggested replies, and relevant knowledge articles inline - right within the case or ticket they're already working on. The result: faster first-contact resolution, consistent response quality across 600+ reps, and dramatically reduced ramp time for new hires.

Phase 3: Custom Applications via Enjo AI Agents REST API

As Aptean's confidence in Enjo grew, their engineering teams began building custom applications that leverage Enjo AI Agents' robust REST API interface. This API-first approach allows Aptean to embed AI-powered resolution capabilities into internal tools, customer-facing portals, and proprietary workflows - without being constrained by pre-built UI. By moving toward API-based integration, Aptean is solving for several critical needs:

• Powering self-service in custom customer portals so end-users get instant answers without filing tickets
• Embedding AI-driven triage and routing into proprietary case management systems
• Enabling product-specific AI agents that can be tailored per ERP product line and deployed programmatically at scale

— BUSINESS IMPACT

Measurable Results from Month One - and Growing

Within the first month, Enjo handled over 5,000 queries with broad adoption across Aptean's specialist teams. As the deployment expanded across Agent Assist and API integrations, the impact compounded:

• 80%+ reduction in information access time
• 5M+ documents integrated into the knowledge source
• 80 agents' worth of work performed by AI
• 300K+ support requests accelerated per year

Expanded Impact with Agent Assist and API

• Zero context-switching for reps - Agent Assist embedded inside Salesforce and custom CRM means support reps get AI-powered guidance without ever leaving their primary workspace.
• Faster onboarding at scale - New hires across Aptean's 600+ rep workforce ramp faster with real-time AI suggestions surfaced in every case, reducing dependency on tribal knowledge.
• Programmatic scalability - The REST API enables Aptean to deploy AI-powered resolution into any internal or customer-facing application, scaling automation across 80+ product lines without custom development per product.
• Customer self-service without new tooling - API-driven AI agents power instant answers in Aptean's own customer portals, deflecting tickets before they're ever created.

What's Next

Aptean continues to expand its Enjo deployment with a clear roadmap: broader API-based integrations across additional product lines, deeper Agent Assist adoption across global support teams, and leveraging Enjo Insights to identify the next wave of automation candidates. As Aptean moves toward an API-first integration model, Enjo serves as the AI backbone that powers resolution wherever their customers and agents are - in any tool, on any channel, through any interface.

Enjo didn't just give us a chatbot - it gave us an AI layer we can embed anywhere: inside Salesforce, inside our custom CRM, and now inside our own applications through the API. That's what makes this transformational.
— Aptean Support Operations Leadership