Case Study: Fisher & Paykel achieves 80% customer satisfaction and consistent global, customer‑centric service with Salesforce

Fisher & Paykel reinvents its service experience for customers across the globe

Fisher & Paykel, a 3,300‑employee premium appliance brand operating in 50 countries, faced an increasingly product‑focused, inefficient support model built on costly legacy custom tools. Customers repeatedly gave serial numbers, were passed between operators, and endured long, uncertain technician windows, while global training and maintenance demands slowed the business and raised costs.

The company standardized on Salesforce (Service Cloud plus Sales Cloud, Marketing Cloud and Customer 360) and added Click Field Service to integrate call‑center data, enable on‑the‑phone technician booking, and send appointment confirmations with tracking. The changes delivered instant customer context, cut average operator training from nine months to three weeks (saving about $40,000 per operator), and drove satisfaction in the U.K. from 30% to 80% (reaching an 80% customer satisfaction score two months after implementation).

Fisher & Paykel

Rudi Khoury

General Manager, Sales and Operations