Case Study: Fisher & Paykel achieves more first-time fixes with Salesforce Agentforce

Fisher & Paykel cuts SEV 1 incidents 80% with Salesforce

Fisher & Paykel, a designer of premium home appliances, faced a challenge where its field technicians lacked key contextual information before and during service visits. This led to delays, frequent calls to a technical advisory center for routine guidance, and difficulties in ensuring first-time fixes. To address this, they partnered with vendor Salesforce to implement its Agentforce solution within their Field Service mobile application.

Salesforce's solution, Agentforce, analyzes work orders to provide technicians with automated pre-work briefs, predicts likely faults and required parts, and offers conversational, step-by-step troubleshooting guidance on-site. This empowered technicians to resolve issues independently. The results for Fisher & Paykel included more first-time fixes, lower operating costs, and fewer repeat service visits, as technicians could handle more issues without relying on specialist support.

Fisher & Paykel