United StatesFinance and insurance2025 – ongoing

Pentagon Federal Credit Union (PenFed)

Agentforce service agents for staff and members

Salesforce reported that PenFed’s IT agent resolved 75% of routine requests and call summaries saved 30,000 minutes a day

WorkingVendor's case studyVendor ↗

Problem

PenFed used more than 600 disconnected tools to serve about 3 million members.

Approach

PenFed moved to Agentforce 360 and built agents for IT help (Penny), collections research (Max) and employee service (Wingman). It went from internal proof of concept to full deployment in seven months.

Results

75%Routine IT requests resolved by the Penny agent for 2,300 employeesVendor's case study[1]

30,000 minutes a dayTime saved by automated call summaries (CEO estimates $3 million a year)Vendor's case study[1]

30%Reduction in back-office support calls with the Wingman agentVendor's case study[1]

Takeaway

PenFed consolidated its tools and deployed agents for internal support within seven months. Salesforce reported that Penny resolved 75% of routine IT requests for 2,300 employees and Wingman reduced back-office support calls by 30%.

Sources

PenFed Unlocks a Competitive Advantage with Agentforce
Salesforce22 Jan 2026Vendor publication

Source summaries

[1]Salesforce22 Jan 2026

Salesforce reported that PenFed consolidated its tools and deployed three internal agents. Penny resolved 75% of routine IT requests, while Wingman reduced back-office support calls by 30%. Automated call summaries saved 30,000 minutes a day, which the CEO estimated at $3 million a year.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026