The customer is a marketplace that connects sellers of used motorcycles, ATVs, dirt bikes, and side by sides with buyers. They faced slow, manual lead handling. Lead fields did not auto-update when customers submitted vehicle details, and teams sent emails and texts by hand, which delayed responses and introduced errors. 

In this case study, you’ll learn how we: 

• Embedded the remote assistant with Lightning-safe components and approved connectivity 

• Enabled agents to send SMS invites, open secure session links, and assist directly from the Case 

• Logged images, recordings, and timestamps to each Case for audit and follow-ups 

• Delivered one consistent flow for both Sales Cloud and Service Cloud