Case Study: Fisher & Paykel achieves faster, smarter customer service with Salesforce Agentforce

Fisher & Paykel cuts call handle times by 50% with Salesforce

Fisher & Paykel, a global leader in premium household appliances, faced a challenge in providing fast and accurate customer support. Their existing system led to a high volume of calls and costly technician visits. To address this, they turned to Salesforce for a solution, implementing Agentforce alongside Data 360, Service Cloud, and Field Service.

Salesforce's solution used AI to guide customers through troubleshooting, intelligently route complex cases to agents, and prepare technicians with full context. This resulted in a 50% reduction in call handle times, with 45% of service bookings now completed online. The partnership with Salesforce is projected to handle 65% of routine cases via self-service, delivering a smarter and more efficient support model.

Fisher & Paykel