WithAgentforce, the agentic layer of theAgentforce 360 Platform, reMarkable is delivering fast, conversational customer service around the clock. Their AI-powered assistant, “Mark,” now handles common inquiries, offers instant support, and helps support reps focus on personalized customer interactions. 

reMarkable was one of the first Salesforce customers to go live with Agentforce, launching Mark on their support site in just three weeks. Customers can chat directly with Mark through a secure, in-app and web messaging experience powered by Experience Cloud — getting quick answers to questions like “Why isn’t my device turning on?” or “Do you offer annual billing?”

Mark usesretrieval-augmented generation (RAG) that combines real-time search with natural language responses that aren’t just smart but also context-aware. Powered byData Cloud, Agentforce uses RAG to pull the most relevant information from reMarkable’s structured Salesforce knowledge base — like FAQs, product guides, and policy documents — so customers get up-to-date responses grounded in trusted data. 

When a question falls outside Mark’s scope or a customer asks to chat with a live rep, Agentforce doesn’t leave anything behind. It passes the full chat history, related articles, and attempted solutions directly to a rep throughService Cloud so customers never have to repeat themselves, and reps can get straight to solving the problem.

Mark has already resolved more than 10,500 customer inquiries and even right after launch, 21% of customers chose to engage with Mark over a live rep. With a Net Promoter Score (NPS) that already matches that of reMarkable’s human support team, and improving week over week, Mark is proving to be effective and trusted. By automatically handling 37% of incoming cases, Mark lightens the load for support teams, giving reps more time to focus on thoughtful, high-impact customer interactions.

“When you’re growing fast, hiring and training employees to keep building the capacity to serve your new customers gets to be too hard,” said Hess. “Agentforce gives us a way to break that linear scaling model without scaling headcount at the same pace.”

With agent-first support, reMarkable has found a way to deliver faster answers, happier customers, and fewer handoffs. It’s support that works smarter and never sleeps.

Deployed directly inSlack, Saga gives employees a fast, easy way to resolve common IT issues on their own. Instead of waiting for a human to reset a password or explain how to set up a new laptop, employees simply ask Saga through chat in Slack. Saga replies in natural language with a response grounded in reMarkable’s Confluence knowledge base that is batch-ingested into Data Cloud.

“Our employees are passionate about spending time thinking and being creative,” said CIO Per Thomas Indrelid. “By implementing Saga in Slack, our employees are able to easily get IT help quickly, allowing them to focus on their work. It is a huge time-saver and success for our teams.”

Saga is also directly connected to Jira via API, so when a question is too complex, it automatically creates a Jira support ticket and routes it to the right team. It’s a small change that’s making a big difference. Saga reduces repetitive tasks, streamlines onboarding, and frees up reMarkable’s IT team to focus on bigger challenges. Whether asked “How do I sign in to our HR system?” or “What’s the process for replacing broken equipment?” Saga’s on it.

Soon, Saga will also manage ticket updates, create procurement requests, and deliver answers tailored to each employee’s permissions. 

“reMarkable is all about focused work time, and being able to create workflows directly from Slack — with the help of Agentforce creating those perfect workflows — that’s something I’m super excited about,” said CTO Nico Cormier.

Saga fits seamlessly into reMarkable’s mission of helping people think better. By clearing everyday hurdles for employees, it creates space for the kind of focused work the company was built to support.

“Killing off homegrown solutions and numerous SaaS applications with a platform like Salesforce, where everything is connected out of the box, has made our ability to deliver at speed much better and sets us up for scaling,” said Indrelid. With every CRM app — includingSales Cloud, Service Cloud,Marketing Cloud, andCommerce Cloud — connected with data and AI agents on one deeply unified platform, reMarkable can expand operations without sacrificing the premium experience that defines the brand.

For the B2B side, the impact is significant. A single, unified platform means customer, product, and order data is in one place. That gives reMarkable the ability to manage complex buying journeys more efficiently, from custom pricing and bulk ordering to long-term account engagement. Sales and service teams share a real-time view of each customer so they can respond faster, personalize more deeply, and deliver a more consistent experience at every touchpoint.

Behind the scenes,MuleSoft integrates key data from SAP — like invoices, shipping, and delivery updates — into Salesforce, replacing Apigee and speeding up their move to a connected environment. Data Cloud also pulls in BigQuery data – such as usage insights and customer data – and harmonizes all of this with Commerce Cloud, Service Cloud, and Marketing Cloud, data to create a complete 360-degree view of customers. This makes it easier to act on data in real time — whether it’s offering personalized setup support, surfacing relevant features like notes with colors, or recommending new products based on actual usage.

With Salesforce, reMarkable has gone from juggling tools to orchestrating seamless experiences: Sales Cloud and Service Cloud provide a shared understanding of customer history and preferences while Agentforce adds AI-powered workflows to handle growing case volumes and support sales without additional headcount. Commerce Cloud andOrder Management simplify the B2B buying experience, automating steps like quotes and fulfillment. Marketing Cloud uses behavioral data to keep customers engaged well beyond the initial purchase.

The result is a unified, intelligent platform that’s built to grow without ever losing sight of what matters most: the customer.