Powering Harmonious, Scalable Growth with Agentforce

For more than 120 years, Belden has built its reputation on delivering high-quality network infrastructure products that power everything from office computers to industrial machines. Engineered for performance and durability, Belden’s products help teams keep their critical systems connected, running, and secure.

Expanding on their legacy of network connection tools, Belden recently shifted from a product-led approach to providing complete, intelligent solutions that help customers optimize, monitor, and derive real value from their networks.

Shifting strategy to improve the customer experience

For Belden’s customer service and sales teams, day-to-day work was becoming harder than it needed to be. Linear, manual processes stretched simple tasks into long, multi-step workflows, with little integration across systems.

Increased demand made operations even more complex. Disconnected data slowed customer service and limited coordination between sales and marketing, making it impossible to deliver a superior customer experience.

To support their new strategic goals, the Belden team set out to improve these processes by unifying data, modernizing manual processes, and creating a more connected, cross-functional customer experience.

Partnering to scale a digital transformation

With changing customer expectations and a shift in how Belden goes to market, they recognized the need to evolve their processes to stay ahead of the competition and deliver better customer experiences. 

“Agentforce Manufacturing is going to allow out-of-the-box functionality that’s going to accelerate Belden’s journey into that digital transformation.“

– Jacob Bernstein, Account Director, Salesforce

To support this transformation, Belden collaborated with enterprise technology services consultants at Pierce Washington to implement Agentforce, Data360, Service Cloud, and MuleSoft’s custom integration tools for a new end-to-end, solution-based strategy. These solutions reduce manual work, accelerate resolution time, and create a more consistent service experience at scale.

Early impact with measurable results

Today, Agentforce works alongside Belden’s teams. By automatically interpreting incoming cases from any channel, analyzing attachments, and precisely routing requests, Agentforce takes the tediousness out of the equation, allowing team members to focus on higher-value work rather than repetitive tasks.

Key outcomes enabled by Agentforce:

• 500,000 service cases processed annually by automatically interpreting requests from any channel, analyzing attachments, extracting critical information, and routing cases with speed and precision
• Reduced manual workload and faster resolution times, with automation eliminating repetitive triage steps and enabling service teams to respond more quickly and consistently at scale

“Belden has achieved end-to-end visibility across the customer case lifecycle, creating a single operational view across service, sales, and marketing. And the solution is now live in production, processing over 500,000 cases annually through a multi-agent environment that automates intake, analysis, and intelligent routing with 98% accuracy, driving measurable ROI with faster resolution and reduced manual work.”

– John Lehrkind, Director of Innovation and Solutions, Pierce Washington

Moving forward with the Belden Enterprise Intelligence Program

The team continues to build on the platform to support new use cases across marketing, sales, and engineering. Coordinated multi-agent systems share intelligence behind the scenes, connecting people to the data they need, whenever they need it. Agents will operate across the entire organization by supporting frontline teams, engineering groups, and non-Salesforce users with consistent, shared intelligence.

Cross-departmental team members can now access the same trusted insights, collaborate more effectively, and respond to customer needs faster. Multi-agent systems also ensure that knowledge flows seamlessly between teams, reducing the risk of errors and making daily work less stressful.

“As we look to integrate Agentforce with Belden IQ, we’re a step closer to our unified AI intelligence platform, where a single AI platform can have access to Agentforce data or data warehouse data, removing all data silos and giving access to all agents across the enterprise.” 

– Jason Blakeney, Senior Director, Data, Governance, and AI, Belden

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Powering harmonious, scalable growth

With Salesforce AI at the core of a new operating model, Belden streamlined workflows and accelerated decision-making across the enterprise to support scalable growth. Their transformation not only supported a scalable growth strategy but also earned a Gold Transform Award at the Transform Awards North America 2025 for Best Brand Evolution (Corporate).

As Belden expands its platform, the strategy focuses on creating a true Customer 360 that serves both teams and its AI systems, with robots and humans working together. They aim to make every interaction, every touchpoint, and every insight available in one place — accessible not only to their employees, but also to the agents who support them.

By embedding AI directly into their product workflow and operations, Belden is making it easier for teams to deliver a better customer experience. Problems are identified sooner, responses are faster, and teams spend less time managing systems and more time moving the business forward.

Belden’s evolution from a century-old supplier of networking products to an end-to-end, solution-oriented services provider shows how digital transformation can drive meaningful, scalable growth without sacrificing the quality, performance, and engineering excellence that have defined its legacy.