Maximizing ROI

with Agentic AI: Why

Agentforce Is the Fast
Path to Enterprise Value

FEBRUARY 2025
 Key Findings

1
Rapid ROI Leadership: Agentforce customers
achieve payback in weeks, compared to months
or years with DIY solutions.

Example: A telehealth company

used Agentforce to facilitate a pilot
Executive Summary implementation that automated 10% of
their order validation processes within
weeks, freeing human resources for
The enterprise landscape for agent-based solutions
strategic priorities and yielding ROI in
is rapidly evolving, and agent-based AI solutions are
under three weeks.
proving critical to automating workflows, improving

2
efficiency, and driving ROI. Among the available
Lower TCO: Agentforce’s pre-built integrations
solutions, Agentforce emerges as the clear choice for
and low-code tools reduce implementation
enterprises seeking rapid, affordable ROI. This report
costs by at least 20% compared to custom-built
demonstrates why Agentforce outperforms DIY (do-it-
AI systems, and often more based conversations
yourself) approaches, offering a currently unparalleled
with early Agentforce adopters for this report.
combination of speed, scalability, and lower Total Cost
See the DIY multiplier section for how to
of Ownership (TCO). Based on quantitative numbers
calculate an estimate of effort differences.
from early Agentforce adopters and Futurum Group’s

3
own analysis, organizations leveraging Agentforce
Speed and Simplicity: Deploying Agentforce’s
report can achieve ROI up to 5 times faster and with
pre-built workflows enables enterprises to
at least a 20% lower TCO, enabling them to outpace
automate sales, marketing, and customer
competitors and streamline operations at scale.
service functions almost immediately, bypassing
the prolonged development cycles associated
with DIY efforts.

4
The Cost of Doing Nothing: Delaying investment
in agent-based AI risks, organizations lose
market share due to inefficiencies, higher
operational costs, and reduced customer
satisfaction.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 1
Table of Contents
01/ Executive Summary

01/ Key Findings

02/ Table of Contents

03/ Introduction: Achieving Fast ROI with Agent-Based AI

04/ DIY vs. Agentforce: The Time and Cost Equation

04/ The Cost of Inaction

05/ The Agent-Based AI Opportunity

06/ The Agent-Based Market Potential

07/ Key Components of the Agent-Based AI Ecosystem

08/ Agentforce: Leading the Way

09/ Customer Success Stories: Realizing Value with Agentforce

09/ 1. Nationwide Member-Based Organization - Regional Office

10/ 2. Telehealth Company

10/ 3. Global Tax and Consulting Firm

12/ Calculating an Agent-based DIY Score

12/ Sidebar: How to Use the DIY Multiplier

13/ Conversations and Workflows

13/ Agent-Based Applications

14/ AI/Reasoning Layer

14/ Trust Layer and AI Guardrails

15/ Data & Integration Layer

16/ Summary of DIY Multipliers

18/ Operational Cost and Value of Agentforce

19/ Deep Dive: Agentforce vs. DIY Solutions

20/ Speed to Value

20/ Total Cost of Ownership

20/ Integration and Scalability

20/ Governance and Compliance

21/ Findings and Recommendations

21/ Findings: Unlocking the Potential of Agent-Based AI

22/ Data Summary of Findings

23/ Recommendations: Charting a Path to Success with Agentforce

24/ Conclusion: The Agentforce Advantage

25/ Overall Guidance: Choosing the Right Path Forward

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 2
 Introduction: Achieving Fast ROI with Agent-Based AI

The rapid advancements in artificial intelligence (AI)

are reshaping the enterprise landscape, with agent-
based AI emerging as a transformative force for
automating workflows and driving business outcomes.
According to Futurum research, AI adoption could
contribute an additional $4 trillion to the global
economy by 2028, with agent-based systems
accounting for a significant share of this growth due to
their ability to execute complex tasks autonomously.
Enterprises that prioritize AI investment today are
poised to capture these gains, with faster ROI, reduced
operational costs, and improved customer satisfaction Operational
as immediate benefits.
inefficiencies
unaddressed by
Agentforce, an Agentic AI system from Salesforce,
represents the current pinnacle of enterprise-ready
agent-based AI solutions. Unlike traditional AI tools
that focus solely on content generation or simple
task automation, Agentforce enables organizations
agentic AI can result
to deploy intelligent agents capable of orchestrating
complex, multi-step workflows across sales,
in annual losses
marketing, and customer service operations. By
leveraging pre-built workflows, seamless integrations
exceeding $500,000
with Salesforce CRM, and low-code configuration
tools, Agentforce empowers businesses to achieve
or more for mid-sized
measurable outcomes quickly and efficiently.
enterprises.1
The stakes for adopting agent-based AI have never
been higher. In a recent Futurum global CIO survey,
89% of CIOs identify automation and AI as critical
components of their digital transformation strategies.
Automation is the overwhelming desired outcome
from AI adoption, with 96% of CIOs identifying it
as a priority. Despite this, a significant number of
enterprises struggle to move beyond pilot phases, with
60% of AI projects failing to deliver clear ROI. These
failures are often attributed to challenges such as
prolonged development timelines, high operational
costs, and insufficient governance frameworks—all of
which are effectively addressed by Agentforce.

1
Mid-sized and small enterprises in advanced economies operate at just 60% of the productivity of
large firms, leaving a 40% gap (Source: A microscope on small businesses: Spotting opportunities to
boost productivity, McKinsey Global Institute, May, 2024). For a $10M revenue firm, closing this gap
implies a 66.7% revenue uplift ($10M × 40% ÷ 60% = $6.67M). Conservatively assuming that just 7.5% of
this converts to net savings (and avoided loss) due to AI agents, the potential gain is at least $500K
annually—demonstrating the significant financial impact of AI-driven efficiency improvements.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 3
DIY vs. Agentforce: The Time and mid-sized enterprises, while delayed customer service
Cost Equation responses erode brand loyalty and increase churn
rates. By contrast, companies leveraging Agentforce
For organizations considering a DIY approach, the have reported 40% faster case resolution times
allure of customization often obscures the significant and 25% higher lead conversion rates, directly
investments required to achieve enterprise-grade impacting revenue and customer retention. Simply
outcomes. Building an agent-based system in- put, organizations that do nothing are losing out on
house demands substantial resources, including significant economic opportunities that accrue every
specialized AI talent, robust infrastructure, and day because such solutions aren’t deployed.
ongoing maintenance. Futurum estimates that the
average development timeline for custom AI solutions This research quantifies the likely cost of inaction
exceeds 12 months, with additional delays stemming in using time-consuming, expensive, and risky
from integration complexities and iterative testing. In approaches to realizing agent-based AI and digital
contrast, Agentforce customers report achieving full labor. To support these conclusions, it also explores the
deployment in as little as 4-6 weeks, with payback specific advantages of Agentforce over DIY solutions in
periods as short as two weeks in many cases. particular, drawing on three recent customer success
stories of agent-based AI, measurable metrics, and
The Cost of Inaction industry insights to illustrate why Agentforce is the
optimal choice for enterprises aiming to maximize ROI.
While adopting agent-based AI presents clear It also explores the risks associated with delaying AI
advantages, failing to act can have dire consequences adoption, providing a compelling case for immediate
for enterprises. Businesses that rely on manual investment in scalable, enterprise-grade solutions.
processes or legacy automation tools risk falling behind
competitors in efficiency, customer responsiveness,
and innovation. For example, operational inefficiencies
can result in annual losses exceeding $500,000 for

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 4
The Agent-Based AI Opportunity

The global market for agent-based AI is is thus immense, with enterprises investing in AI
expanding rapidly, driven by advancements in large orchestration frameworks to achieve operational
language models (LLMs), integration technologies, efficiencies and enhance customer engagement.
and enterprise automation frameworks. By 2030,
agent-based AI is projected to automate tasks Agent-based AI stands at the intersection of
accounting for over $6 trillion in the global labor automation, decision support, and workflow
market, transforming industries ranging from finance orchestration, delivering unparalleled opportunities for
and healthcare to retail and manufacturing. The Total organizations to:
Addressable Market (TAM) for these technologies

1
Enhance Productivity: AI agents can execute multi-step workflows autonomously, reducing manual
intervention and accelerating task completion.

Example: Automating customer case resolutions has led to 40% faster response times
in industries such as telecommunications and retail.

2 Drive Revenue Growth: Intelligent agents personalize customer interactions and optimize sales
processes, leading to higher conversion rates and improved customer retention.

Example: AI-driven lead scoring has increased sales team’s efficiency by 25% in early adopters.

3
Improve Cost Efficiency: By automating repetitive tasks and streamlining operations, agent-based AI
reduces operational overhead, delivering significant cost savings.
Example: Enterprises leveraging pre-built workflows in Agentforce report 20% lower Total Cost of
Ownership (TCO) compared to custom solutions.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 5
 The Agent-Based Market Potential

The TAM for agent-based AI solutions is projected to

grow from approximately $5 billion in 2024 to over
$50 billion by 2028 for an annual growth rate of 78%.
This rapid growth is driven by the increasing demand
for high-capability automation across industries such
as healthcare, financial services, and retail. Enterprises
adopting these solutions stand to benefit from:

Revenue Growth:
Studies indicate that businesses implementing agent-based AI report an average
revenue increase of 15% within the first year of deployment.

Cost Savings:
Operational cost reductions of up to 30% are achievable through intelligent
process automation.

Customer Satisfaction:
Organizations using agent-based AI report a 25% improvement in Net Promoter
Scores (NPS), reflecting enhanced customer experiences.

Time to Market:
Organizations using more mature, proven agent-based solutions designed for
rapid development can capture value in very short time frames, often 4-5 times
faster than DIY.

2
2025 Market Sizing & 5-Year Forecast: Agentic AI, Futurum Group. February, 2025.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 6
 Key Components of the Agent-Based AI Ecosystem
The architecture of agent-based AI solutions reflects
their transformative potential. Below is a breakdown of
the key components and their roles in the ecosystem:

1. Natural Language Understanding (NLU): 3. Enterprise Integrations:

º Enables agents to interpret and respond º Connects agents to core systems such
to user queries in real time. as CRM, ERP, and data platforms.
º Powers conversational interfaces with º Ensures seamless data flow and efficient
context-aware responses. action execution.
2. Workflow Orchestration: 4. Governance and Trust Layers:
º Allows agents to execute multi-step º Safeguards compliance, privacy,
processes seamlessly. and ethical use of AI.
º Applications include lead qualification, º Includes role-based permissions
case resolution, and campaign and accuracy verification tools.
management.

Figure 1: The Required Layers of an Agent-Based Solution That Must Be Developed for a DIY Solution

Enterprise-Grade Agent-Based AI Architecture Stack

Coversations and Workflows

Natural Language Chats Agent-Based Workflows No Code/Pro Code Agents

Agent-Based Applications

Pre-Defined Skills User-Defined/Custom Bots Agent-Aided Apps (CRM,ERP,LOB)

AI/Reasoning Layer

Foundation Models Action Models Domain-Specific Models RAG Setups Trad. ML

Trust Layer and AI Guardrails

Run-Time Governance Explainability Role-Based Security AI Compliance Data Filtering

Data & Integration Layer

Databases Data Lakes LLMs Open APIs Enterprise IT Systems OT/IoT/IIoT

Source: The Futurum Group

2
2025 Market Sizing & 5-Year Forecast: Agentic AI, Futurum Group. February, 2025.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 7
Agentforce: Leading the Way

As the leading solution in this space, Agentforce

combines cutting-edge AI capabilities with
enterprise-grade integrations and governance
frameworks. Unlike DIY approaches that require
extensive resources and time to develop,
Agentforce offers:

Pre-Built Workflows:
Reducing time-to-deployment by 80%.

Low-Code Tools:
Empowering business users to configure and deploy agents without technical
expertise.

Integrated Ecosystem:
Seamlessly connecting to Salesforce CRM and Data Cloud, as well as Tableau,
Snowflake, and Slack for enhanced productivity and collaboration.

Proven Results:
Customers report achieving ROI in weeks, with measurable gains in efficiency,
revenue, and customer satisfaction.

The agent-based AI opportunity is vast, but only

enterprises that act decisively and invest in scalable,
ready-to-deploy solutions such as Agentforce
will realize its full potential. Delays in adoption not
only hinder competitiveness but also result in lost
opportunities for growth and innovation.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 8
Customer Success Stories: Realizing
Value with Agentforce
The true value of Agentforce is best illustrated Salesforce CRM and field services, they personalized
through the transformative success stories of its the experience for thousands of members, providing
customers. These organizations, spanning diverse real-time updates and seamless service coordination.
industries, have embraced Agentforce to automate
workflows, enhance customer experiences, and
z Challenge: This organization operates in three
achieve remarkable ROI. From personalized member
distinct business areas—roadside assistance,
engagement to complex telehealth operations, these
insurance, and high-end travel services. These
real-world examples underscore why Agentforce is
diverse operations faced challenges in member
the premier solution for agent-based AI adoption.
engagement, operational efficiency, and scaling
digital-first experiences.
What sets these stories apart is the measurable
impact—reduced costs. faster deployment
z Solution: The organization piloted Agentforce to
timelines, and improved customer satisfaction.
personalize member interactions across all three
Whether it’s a telehealth company scaling its
business areas. By leveraging pre-built workflows
operations or a nutraceutical business ensuring
and integrating with their Salesforce ecosystem,
compliance while educating customers, Agentforce
the organization deployed virtual agents to handle
delivers tailored solutions with tangible results. Here
frequent member inquiries, such as roadside
are three compelling success stories that highlight the
assistance updates and membership status.
diverse applications and benefits of Agentforce:

z Impact:
1. Nationwide Member-Based
Organization - Regional Office
º Member Retention: Increased engagement
led to improved retention, with a projected $1
A regional chapter of a national member-based million in annual membership revenue for every
organization, known for its exceptional roadside percentage point increase in retention.
assistance services, also operates in insurance and
high-end travel, creating a multifaceted business
model. Facing challenges in engaging members more º Operational Efficiency: The agency handles
effectively and improving operational efficiency, they 23,000 routine membership-related inquiries
sought to modernize their approach. With Agentforce, focused on membership status alone annually.
they launched a pilot that redefined member Automating this with agentic AI will free up
interactions. By integrating virtual agents across human agents for higher-value tasks.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 9
 º Time to Value: The pilot program was º Deployment Speed: A functional prototype was
operational in less than a quarter, developed in just three weeks and moved to
demonstrating rapid deployment and production within two months, a timeline much
measurable ROI potential. shorter than traditional development methods.

2. Telehealth Company º Scalability and Compliance: Agentforce’s

ability to operate securely within Salesforce’s
ecosystem ensured HIPAA and PHI compliance,
A mid-sized telehealth company grappled with
reducing data risks and simplifying auditing.
inefficiencies due to a legacy system laden with
technical debt. Manual workflows slowed their
ability to validate orders, creating bottlenecks in 3. Global Tax and Consulting Firm
scalability and compliance. By deploying Agentforce,
they transformed their operations, automating
A global tax and consulting firm sought to improve
clinical validations and integrating seamlessly with
the efficiency of contract creation and knowledge
Salesforce’s secure ecosystem. This shift enabled
retrieval for client engagements. As AI-driven
them to address compliance needs while accelerating
automation became increasingly relevant to their
service delivery to patients.
Revenue Cloud initiatives, the firm explored how
Agentforce could streamline workflows, particularly
z Challenge: The company inherited a legacy for configuring service environments, contract
system with high technical debt, complicating management, and knowledge article integration. By
workflows for regulatory-compliant telehealth leveraging Agentforce, they reduced manual effort in
product sales. Manual processes slowed order document and contract generation while improving
validation, reducing scalability and efficiency. access to vital client information during live customer
interactions.

z Solution: Agentforce was deployed to automate

clinical and regulatory workflows, consuming z Challenge: The firm’s Salesforce solution
unstructured data to validate orders in real time. architects faced inefficiencies in managing
The company leveraged Agentforce’s ability to contracts, work orders, and knowledge retrieval.
integrate seamlessly with Salesforce to begin Solution architects often struggled with real-time
improving efficiency immediately, even before a access to relevant client documentation during
complete re-platforming of their systems. support calls, requiring manual searches and
prolonging response times.

z Impact:
z Solution: Agentforce was implemented to
automate contract creation based on AI-driven
º Operational Savings: Automated validation
inputs, reducing the need for manual data entry
processes reduced reliance on manual labor,
in Salesforce. Additionally, it was integrated with
saving $2 per interaction, which equates
knowledge articles, enabling real-time information
to significant cost savings across thousands
retrieval during customer support engagements.
of orders.
The organization was able to rapidly develop

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 10
 proofs of concept, validating use cases before
full-scale implementation. These enhancements
ensured that agents had immediate access to
relevant documentation, improving both speed
and accuracy in client interactions.

z Impact:

Contract Automation: Reduced the time required for

contract and work order creation through AI-driven
process automation.

º Knowledge Access: Improved service efficiency

by linking support conversations to relevant
knowledge articles, ensuring consultants had
immediate access to the required information.

º Rapid Prototyping: Enabled

stakeholder-ready proof-of-concept
development in just 2-3 weeks, allowing
for faster iteration and deployment.

º Operational Efficiency: Minimized reliance on

manual workflows, allowing solution architects
to focus on higher-value strategic tasks.

This case highlights how the firm leveraged

Agentforce to drive automation in complex contract
workflows while enabling better access to critical
business knowledge, reinforcing the role of AI in
modern enterprise advisory.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 11
 Calculating an Agent-based DIY Score
When organizations evaluate whether to adopt a
commercial agent-based AI solution or embark on
a DIY approach, understanding the level of effort
How to Use the DIY Multiplier
(or cost) required for each component of the AI
architecture is crucial. This section introduces a
The DIY multiplier provides a structured way
practical multiplier framework, based on the academic
to assess the relative effort required to build
research methods and actual IT industry data on build
each component of an enterprise-grade
vs buy3, which organizations can use to self-assess
agent-based AI system from scratch. To
the relative complexity of implementing each key
use it, organizations should first identify the
layer in an enterprise-grade agent-based AI stack
layers of the stack they plan to develop in-
on their own vs a commercial solution they might use
house and sum their respective multipliers to
in that particular place. By estimating the multiplier
understand the different upfront resources
for each element, businesses can better quantify the
for build vs. buy. This cumulative score
time, resources, and expertise required to replicate
helps estimate the overall complexity, cost,
commercially available capabilities. This framework
and resource burden of a DIY approach
highlights the true scale of the DIY undertaking, from
compared to using a commercial off-the-
foundational elements such as integrating databases
shelf (COTS) solution.
to advanced layers such as runtime governance and
explainability.
A lower total multiplier (e.g., under 2x)
suggests that a DIY approach may be
Currently, the Futurum Group estimates that while feasible in some practical timeframe with the
DIY of agent-based AI solutions can eventually pay right expertise, development intensity, and
off years down the road, the velocity of the AI market infrastructure, while a higher score (e.g., 3x or
makes it very difficult to maintain and keep a modern more) indicates more risk, time investment,
agent-based AI stack, especially with talent-scarcity and operational challenges. Organizations
in AI. In addition, the commercial efforts all involve can also use this framework to prioritize
significantly larger product development teams than which areas to build versus buy, recognizing
most businesses can field for their efforts, even using that shortcuts—such as skipping governance
AI-based development acceleration. or explainability—may save effort initially but
lead to major risks and technical debt in the
long run.
Thus, while it may be tempting to take shortcuts
in areas such as governance, explainability, or
compliance to reduce upfront effort, these omissions
can lead to significant hurdles later. For instance,
neglecting robust explainability features might
not pose immediate challenges during deployment
but could result in reputational damage or regulatory
penalties if an AI-related issue arises. Similarly,
overlooking runtime governance can
save development time initially but expose the
organization to significant risks when scaling

3
Shahzad, B., Abdullatif, M. A., Ikram, N., & Mashkoor, A. (2017). Build Software or Buy: A Study on
Developing Large Scale Software. IEEE Access, 5, 24639-24661; Cortellessa, V., Marinelli, F., & Potena, P.
(2008). An Optimization Framework for 'Build-Or-Buy' Decisions in Software Architecture. Computers
& Operations Research, 35(10), 3090-3106; Futurum Intelligence build vs. buy IT project data previously
captured in prior research.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 12
operations or navigating compliance requirements. company seeks to prioritize speed, minimize TCO,
The effort multiplier framework underscores that while or ensure long-term sustainability, this scoring model
some layers are easier to address through DIY means, provides a structured way to approach agent-based
others demand a level of investment and expertise AI development with a clear understanding of the
that may make commercial solutions the more implications of their choices.
practical and scalable option.

Here is a detailed analysis of the effort multiplier for

By combining these insights, the effort each box of the previously introduced enterprise-
multiplier framework serves as a valuable tool for grade agent-based AI architecture stack when
decision-makers. It enables them to assess the compared to a DIY approach versus a COTS solution
trade-offs between building in-house solutions and such as Agentforce.
leveraging pre-built platforms, helping organizations
balance cost, risk, and speed to value. Whether a

Conversations and Workflows

z NLU frameworks (e.g., Rasa, OpenAI) are widely available, and DIY
development here is relatively straightforward for basic functionality.
1. Natural Language Chats: 1x
COTS solutions might offer additional pre-trained models and easier
integration, but the gap isn’t wide.
z Building scalable, robust workflow orchestration from scratch
requires extensive custom logic and integration with existing
2. Agent-Based Workflows: 4x
systems. COTS solutions offer pre-built workflows, saving significant
time.
z Creating user-friendly interfaces for both non-technical and
technical users is highly labor-intensive and demands specialized UI/
3. No Code/Pro Code Agents: 8x
UX development and testing. COTS tools are designed with these
dual audiences in mind and come pre-tested.

Agent-Based Applications

z Pre-defined skill libraries in COTS platforms save substantial

4. Pre-Defined Skills: 6x development time. DIY requires starting from scratch to define,
test, and refine domain-specific skills.

z DIY approaches benefit from flexibility, but COTS

5. User-Defined/Custom Bots: 2x platforms significantly reduce effort through intuitive
low-code/no-code interfaces.

z Integrating agents with enterprise systems such as CRM/ERP

6. Agent-Aided Apps requires extensive knowledge of APIs, workflows, and edge cases.
(CRM, ERP, LOB): 4x COTS solutions come pre-integrated, minimizing development
complexity.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 13
AI/Reasoning Layer
z For LLMs and pre-trained models, DIY can sometimes be easier as
teams directly integrate with foundational models (e.g., OpenAI GPT,
7. Foundation Models: 0.5x
Hugging Face). COTS platforms might not always offer the same
flexibility or model availability.

z Action models, which define task-specific workflows and outputs,

8. Action Models: 3x require significant development effort for custom implementations.
COTS provides pre-built action libraries.

z Creating domain-specific models involves data collection,

9. Domain-Specific Models: 5x annotation, training, and testing. COTS platforms often include these
pre-built and pre-tested for common use cases.

z RAG configurations can be implemented DIY with open-source

10. RAG Setups (Retrieval-
tools but require significant fine-tuning to integrate with enterprise
Augmented Generation): 2x
systems. COTS tools often streamline this process.

z For standard ML models, DIY requires pipeline development and

11. Traditional ML: 1.5x tuning but isn’t drastically different from what COTS solutions offer,
depending on complexity.

Trust Layer and AI Guardrails

z Building systems to monitor, manage, and enforce runtime

12. Run-Time Governance: 6x governance requires deep expertise in AI risk management. COTS
tools have pre-built frameworks for this.

z Explainability often requires advanced techniques to build custom

13. Explainability: 8x dashboards or interpretable models. COTS solutions include pre-
integrated, regulation-compliant features.

z Role-based security in enterprise systems is labor-intensive to

14. Role-Based Security: 5x implement from scratch, requiring extensive testing. COTS solutions
come with pre-tested, scalable options.

z Ensuring compliance with regulations such as GDPR and HIPAA

15.AI Compliance: 10x is highly complex and time-consuming. COTS solutions simplify
compliance with built-in tools.

z Filtering and data wrangling for accuracy, formatting, and

16. Data Filtering: 4x compliance can require custom pipelines, making COTS solutions
more efficient for enterprises.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 14
Data & Integration Layer

z Databases such as PostgreSQL and MongoDB are easily accessible

17. Databases: 0.5x for DIY efforts. COTS solutions don’t offer substantial advantages
unless highly integrated workflows are required.

z Setting up and managing data lakes from scratch involves

18. Data Lakes: 3x architecture planning, tool selection, and ongoing maintenance,
which COTS solutions can streamline.

z Similar to Foundation Models, direct integration with LLMs can be

19. LLMs: 0.8x
DIY with minimal additional effort compared to COTS platforms.

z Open APIs are straightforward to implement in DIY projects but

20. Open APIs: 2x require extra effort to ensure compatibility with enterprise tools.
COTS solutions often include these natively.

z Integrating with enterprise IT systems requires extensive

21. Enterprise IT Systems: 4x customization and testing. COTS platforms often provide pre-
configured connectors.

z Integrating with operational technology and IoT systems is complex

22. OT/IoT/IIoT: 4x due to hardware-software interfacing and the need for domain-
specific expertise. COTS platforms excel in simplifying this process.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 15
Summary of DIY Multipliers

Capability DIY Multiplier Explanation

Foundation Models 0.5x DIY might be easier when directly integrating with LLMs

Databases 0.5x DIY with readily available tools is straightforward

LLMs 0.8x Similar to Foundation Models, DIY is comparable

Traditional ML 1.5x Building standard ML pipelines is somewhat more intensive

AI Compliance 10x Ensuring regulatory compliance from scratch is resource-intensive

Natural Language Chats 1x Widely available open-source frameworks make DIY relatively easy

User-Defined/Custom Bots 2x Some flexibility in DIY, but COTS makes it more efficient

RAG Setups 2x DIY setups are possible but require effort to scale

Open APIs 2x Requires effort to ensure compatibility with tools

Action Models 3x Requires significant custom development

Data Lakes 3x Setting up scalable architecture for lakes adds complexity

Requires significant effort to design robust, scalable

Agent-Based Workflows 4x workflows from scratch
Agent-Aided Apps
(CRM, ERP, LOB)
4x Integrating with enterprise systems is highly complex

Data Filtering 4x Custom pipelines require effort but are manageable

Enterprise IT Systems 4x Extensive customization and testing required for DIY

OT/IoT/IIoT 4x Interfacing with hardware and software is highly complex

Domain-Specific Models 5x Needs data collection, annotation, and training

Role-Based Security 5x Testing and scaling secure implementations is time-consuming

Developing, testing, and refining domain-specific skills

Pre-Defined Skills 6x is resource-intensive

Run-Time Governance 6x Requires deep AI risk management expertise for DIY

UI/UX and dual-mode functionality are complex and time-intensive

No Code/Pro Code Agents 8x to build DIY

Explainability 8x Demands advanced techniques and dashboard creation

Figure 2: Organizations can use this multiplier table to determine to what degree DIY is feasible for agentic AI
The breakdown above provides a useful framework for assessing the effort required for a DIY solution versus a
COTS platform for each layer in the stack. It also underscores the challenges of keeping up with the complex and
rapidly evolving nature of AI technology. This presents IT departments and digital companies with a significant
challenge for considering a DIY approach to agent-based systems.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 16
 Figure 3: Heuristic Approximation of DIY Multiples in an Agent-based Stack with Number of Years to Positive TCO

Approximate Year to Positive TCO by element of Agent-Based AI Stack

0-1.5x Foundation Models 2-3x User-Defined/Custom Bots 4-10x Agent-Based Workflows

Databases RAG Setups Enterprise IT Integration
LLMs Open APIs OT/IoT/IIoT
NL Chat Action Models Data Filtering
Trad ML Data Lakes Pre-Defined Skills
Agent-Aided Apps Run-Time Governance
No-Code Agents
Net Explainability
AI Compliance
Positive
TCO

$0

Buy

Build
Time (weeks, months, or years)

Building and maintaining such a system requires not foundation models, retrieval-augmented generation
only substantial compute resources but also highly (RAG), and advanced governance frameworks,
specialized technical expertise, including AI model are rapidly becoming the standard for modern
training, orchestration, and integration with enterprise agent-based solutions. Commercial platforms
workflows. These demands are compounded by such as Agentforce are continuously updated to
the need to address AI-specific considerations, such integrate these advancements, ensuring they remain
as ensuring model performance, scalability, and competitive and compliant. DIY solutions, on the
compliance with evolving regulatory standards. other hand, require significant effort to maintain
For most organizations, particularly those without and upgrade, often stretching beyond the capacity
a mature in-house AI capability, the technical of internal teams. For businesses operating in fast-
and operational barriers to developing a robust, paced markets, the delays and risks associated with
enterprise-grade DIY solution are prohibitively high. a DIY approach can result in missed opportunities and
Even with sufficient resources, the pace of innovation reduced competitiveness, making pre-built, scalable
in AI often leaves DIY solutions outdated before they AI platforms the more practical and forward-looking
are fully implemented. choice.

Traditional organizations are also at a disadvantage

in keeping pace with the constant advancements
in AI. Emerging technologies, such as fine-tuned

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 17
Operational Cost and Value of Agentforce

Operational cost is a critical factor in evaluating architecture, and continuously maintaining and
the effectiveness of agent-based AI solutions. For securing the system. These hidden costs frequently
Agentforce, one of the key differentiators is its exceed the predictable expenditures associated with
straightforward pricing structure: $2 per agent Agentforce, particularly over the long term.
request. Case study participants unanimously
highlighted this pricing as both predictable and Moreover, maintaining a DIY solution introduces
manageable, enabling them to confidently plan their ongoing risks, including potential security vulnerabilities,
operational budgets. technical debt, and the need for constant updates to
stay competitive. These factors make the seemingly
The mid-sized telehealth company emphasized lower operational cost of DIY approaches deceptive,
how this cost structure allowed them to implement as many organizations discover that sustaining and
scalable automation without the financial risks typically scaling their systems can be far more expensive
associated with developing custom AI solutions. than initially projected. By contrast, Agentforce
Similarly, the CIO of a regional, member-based eliminates these risks, offering a secure, scalable, and
travel and insurance organization remarked that turnkey solution that delivers rapid ROI and positions
Agentforce’s per-request pricing provided a cost- businesses for long-term success.
effective way to pilot and scale AI capabilities, while
simultaneously deflecting low-value interactions to
automated workflows.

While DIY solutions may offer lower operational

expenses in certain scenarios, they often require
significant upfront investment and lengthy
development cycles. Building a custom solution
involves hiring skilled engineers, designing a robust

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 18
Deep Dive: Agentforce vs. DIY Solutions

Evaluating agent-based solutions is a critical TCO is another pivotal factor. Agentforce

decision that can shape an enterprise’s operational reduces TCO by at least 20% through its pre-built
efficiency, customer experience, and long-term infrastructure, low-code configuration, and
success. Businesses often weigh two primary options: maintenance-free architecture. Enterprises avoid
leveraging a pre-built platform such as Agentforce or the costly pitfalls of building and sustaining custom
embarking on a DIY approach. Each pathway offers solutions, such as hiring specialized talent, managing
unique benefits and challenges that warrant infrastructure, and addressing ongoing technical debt.
careful consideration. On the other hand, DIY approaches often require
significant upfront investment and incur hidden costs
The core advantage of Agentforce lies in its speed to over time, including expenses for retraining models
value. Enterprises can deploy Agentforce within 4-6 and updating integrations.
weeks, leveraging pre-built workflows and seamless
integrations with Salesforce’s ecosystem. This rapid Agentforce’s seamless integration and scalability
implementation accelerates ROI, allowing businesses are also key differentiators. By connecting directly
to automate critical processes and improve customer to Salesforce CRM, Tableau, Slack, or just about any
experiences without enduring prolonged development digital system via Salesforce’s Mulesoft platform,
cycles. In contrast, DIY solutions demand extensive Agentforce eliminates the need for complex custom
time and resources, often taking six months to a year integrations, enabling businesses to scale their
before yielding tangible results. This delay can erode AI initiatives effortlessly. In contrast, DIY solutions
competitive advantage and hinder an organization’s necessitate bespoke integrations that can increase
ability to adapt to market changes. operational complexity and introduce vulnerabilities.

Figure 4: The Key Benefits of Agentforce over DIY Solutions

5x
At least

Faster ROI
20%
Lower TCO

Up to As little as

24x
Faster Customer Response
2 weeks
Implementation

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 19
As businesses grow, the scalable architecture of Integration and Scalability
Agentforce, including powerful platform elements
such as Data Cloud that can systematically supply z Seamless integration with Salesforce CRM,
contextual enterprise data to agentic AI, ensures high Tableau, and Slack eliminates the need for
effectiveness, consistent performance, and reliability, complex custom setups.
while DIY systems may struggle to accommodate
high transaction volumes, robust data integration, or z Agentforce’s scalable architecture ensures
advanced use cases. consistent performance, even with high
transaction volumes, while DIY systems may
Finally, governance and compliance present significant struggle with growth.
challenges for enterprises deploying AI. Agentforce
addresses these concerns with built-in tools, role-
based permissions, and enriched responses that
Governance and Compliance
prioritize accuracy and trust. DIY solutions, while
customizable, place the burden of implementing and
z Agentforce provides built-in governance tools,
maintaining governance frameworks on the enterprise.
including role-based permissions and enriched
This can expose organizations to increased risks
responses, ensuring regulatory compliance and
and compliance violations, particularly in regulated
risk management.
industries such as healthcare or financial services.

z DIY solutions place the burden of compliance

In summary, Agentforce provides a comprehensive,
frameworks on enterprises, increasing risks in
enterprise-ready solution that minimizes risk, reduces
regulated industries such as healthcare and
costs, and accelerates time to value. For organizations
finance.
seeking to unlock the transformative potential of
agent-based AI, Agentforce stands out as the fastest,
most reliable, and most cost-effective choice.

Speed to Value

z Agentforce can be deployed within 4-6 weeks,

significantly faster than DIY solutions, which
often require 6-12 months for implementation.

z Rapid deployment enables faster adaptation to

market changes and quicker realization of ROI.

Total Cost of Ownership

z Agentforce reduces TCO by 20%, leveraging

pre-built infrastructure, low-code tools, and
maintenance-free architecture.

z DIY solutions often incur high upfront costs and

hidden expenses, including hiring specialized
talent and managing technical debt.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 20
Findings and Recommendations

1
The case studies of those who embarked on Faster ROI Realization: Agentforce delivers
agent-based AI reveal a compelling case for measurable value in a fraction of the time
embracing out-of-the-box agent-based AI solutions required by DIY solutions. Businesses report
such as Agentforce versus DIY. As enterprises strive achieving ROI within 4-6 weeks, compared to
to achieve faster ROI, reduce operational costs, and 6-12 months for custom-built alternatives.
enhance customer experiences, the evidence is clear:

2
pre-built, enterprise-ready platforms significantly Cost-Effective Scalability: Agentforce
outperform DIY approaches in terms of speed, lowers TCO by 20%, leveraging pre-built
scalability, and cost efficiency. By analyzing the early workflows and eliminating the need for
experiences of those pioneering with agent-based extensive development resources. Its scalable
solutions, a better understanding can be gained of architecture ensures seamless operation even
the transformative potential of solutions such as during rapid business growth.
Agentforce and practical recommendations can be

3
gleaned for leveraging it to its fullest extent. Enhanced Governance and Compliance:
Built-in trust layers and role-based permissions
Findings: Unlocking the Potential ensure adherence to regulatory requirements,
of Agent-Based AI providing a crucial advantage for industries with
stringent compliance standards.
Agent-based AI is not just a technology trend; it

4
is a pivotal shift in how enterprises can optimize Operational Efficiency Gains: By
operations, enhance customer experiences, and unlock automating routine tasks and optimizing
new revenue streams. The findings of this report workflows, enterprises using Agentforce report
underscore several critical insights for organizations a 25-30% increase in productivity and significant
considering agent-based AI solutions: reductions in customer service response times.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 21
Data Summary of Findings

To help illustrate the significant differences between highlights the substantial advantages of Agentforce
adopting Agentforce and pursuing Do-It-Yourself (DIY) in terms of speed to value, cost-effectiveness,
AI solutions, the table below provides a consolidated implementation timelines, and operational efficiencies.
view of key metrics. These datapoints have been This side-by-side view allows organizations to clearly
gathered via interviews of Agentforce early adopters assess the trade-offs between these two approaches
conducted for this research, as well as industry data, and make informed decisions about their agent-based
and other quantitative data cited in this report. It AI strategy.

Metric Agentforce DIY AI Solutions

Achieved in weeks (e.g., under 3 weeks

Achieved in months or years (e.g., 6-12 months
Speed to Value/ROI for a telehealth company, less than a
for implementation)
quarter for a member org.)
Higher TCO for 2-6 years due to custom
Total Cost of Ownership 20% lower TCO
development, infrastructure, and maintenance

Implementation Time 3-6 weeks 6-12 months

40% faster case resolution

Likely similar but at higher cost and longer time
Customer Response Time (telecommunications and retail
to value
example) and 24x response times

Lead Conversion Rate 25% higher lead conversion rates Same as above

Slower achievement of operational efficiency,

25-30% increase in productivity (as
with potential losses exceeding $500,000
Operational Efficiency reported by enterprises) gained in
annually for mid-sized enterprises until fully rolled
relatively short time periods (weeks)
out (months to years)

Key Takeaways from Table:

z Speed: Agentforce significantly reduces the time to value and implementation compared to DIY solutions.

z Cost: Agentforce lowers the TCO from the outset.

z Efficiency: Agentforce rapidly improves customer response times, lead conversion rates, and overall
operational efficiency.

This table provides a clear and concise overview of the quantitative differences between using Agentforce and
pursuing a DIY approach to agentic AI implementation.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 22
 Recommendations: Charting a Path to Success with Agentforce

To maximize the benefits of agent-based AI and

maintain a competitive edge, organizations should
consider the following strategies:

1
Prioritize Speed and Simplicity:
Choose solutions such as Agentforce that offer pre-built integrations and low-code
configurability to minimize deployment time and accelerate value realization.

2
Focus on Compliance and Security:
Leverage the robust governance frameworks of Agentforce to safeguard sensitive data,
especially in regulated industries such as healthcare and finance.

3
Target High-Impact Use Cases:
Start with use cases that deliver immediate ROI, such as customer service automation or sales
enablement, and expand adoption incrementally to more complex workflows.

4
Monitor and Optimize Continuously:
Use metrics such as case deflection rates, customer satisfaction scores, and operational savings
to evaluate the performance of your agent-based AI initiatives and refine them over time.

2
2025 Market Sizing & 5-Year Forecast: Agentic AI, Futurum Group. February, 2025.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 23
Conclusion: The Agentforce Advantage

Agent-based AI represents a transformative

opportunity for enterprises to redefine how they
deliver value to customers and stakeholders. The data
captured from early adopters is clear in terms of the
very rapid uptake, accelerated development, and
overall time to value. Among the available solutions,
Agentforce has shown itself as one of the fastest, most
cost-effective, and most reliable platforms currently
available for deploying intelligent agents at scale. By
addressing the critical challenges of speed, cost, and
compliance, Agentforce empowers organizations to
focus on innovation and strategic growth.

As businesses continue to navigate an era of rapid

technological advancement, adopting robust and
scalable AI solutions will be paramount. Agentforce
offers a clear and compelling pathway to not only
keep pace with change but to lead it. Organizations
that embrace this opportunity today will position
themselves as tomorrow’s leaders in efficiency,
customer satisfaction, and financial performance.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 24
Overall Guidance: Choosing the Right Path Forward

When evaluating agent-based AI solutions, decision-makers should consider the following key factors:

Cost Implications:
While DIY solutions may appear more affordable in terms of operational expenses, they often
come with significant hidden costs, such as extended development timelines, specialized
hiring needs, and long-term maintenance expenses. Agentforce offers predictable, scalable
pricing models that minimize financial surprises and accelerate ROI.

Risk Management:
Deploying DIY solutions exposes organizations to potential compliance gaps, security
vulnerabilities, and technical debt. Agentforce mitigates these risks with built-in governance
tools, robust security layers, and seamless integrations that ensure data accuracy and trust.

Time to Value:
Speed is critical in today’s competitive landscape. Agentforce enables enterprises to deploy
intelligent agents within weeks, drastically reducing time to value compared to the months or
years often required for DIY projects. This allows organizations to adapt quickly and maintain
a competitive edge.

Ultimately, Agentforce provides a streamlined, secure, and cost-effective solution for enterprises seeking to harness
the power of agent-based AI without the complexities and risks associated with custom development. By prioritizing
solutions that deliver rapid ROI, lower TCO, and enhanced governance, organizations can confidently navigate their AI
adoption journey and unlock unparalleled business value.

Maximizing ROI with Agentic AI: Why Agentforce Is the Fast Path to Enterprise Value 25
Important Information About This Report

AUTHORS

Dion Hinchcliffe
Vice President & Practice Lead,
CIO Insights | The Futurum Group
ABOUT SALESFORCE
Nick Patience
Vice President & Practice Lead, Artificial Salesforce is a global leader in customer relationship
Intelligence Software & Tools | The Futurum Group management (CRM) software, enabling businesses to
connect with their customers in innovative ways. Its
platforms support a variety of business functions, including
PUBLISHER sales, marketing, customer service, and analytics, helping
organizations manage customer interactions and data
Daniel Newman
efficiently. Known for its emphasis on innovation, Salesforce
CEO | The Futurum Group
integrates artificial intelligence tools, such as Einstein and
Agentforce, to enhance decision-making and automation.
INQUIRIES Serving businesses of all sizes across industries, Salesforce
has become a central player in digital transformation.
Contact us if you would like to discuss this report and The
Futurum Group will respond promptly.

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