Fisher & Paykel creates an experience to match the luxury of its products.

Fisher & Paykel, a global leader in innovative luxury appliances, operates in over 50 countries and is driven by a pioneering spirit and commitment to shaping the future of living.

Aspirations to deliver an elevated customer experience drive the need for unified data and seamless support.

Since 1934, Fisher & Paykel has built a reputation for luxury appliances that blend innovation with craftsmanship. At the heart of its commitment to exceptional quality is the belief that great design improves daily life—a philosophy that extends beyond its products to the way it supports its customers. Fisher & Paykel strives to be the most human-centred brand in the world.

To bring that vision to life, Fisher & Paykel saw an opportunity to make service even more seamless. The company aims to create faster, smarter, and more intuitive experiences that feel not just premium but personal.

“It's about providing confidence and brand loyalty. When you buy a premium 

 product with Fisher & Paykel, you want to ensure that the same level of service you got when you purchased your product is going to happen after sales. So it's really important that we combine the two and get the best outcome for our customers,” said Marisa Lioi, CRM Operations Manager at Fisher & Paykel.

Single source of truth underpins customer-centric experiences.

Fisher & Paykel now uses Salesforce to provide personalised and luxurious experiences throughout the customer relationship. With Salesforce’s deeply unified platform, teams are all connected and can use the same data to engage customers and deliver seamless support. The business has also introduced Agentforce, the agentic layer of the Salesforce Platform, to augment customer support teams with a digital workforce.

Data Cloud brings together company and customer data, enabling more tailored and intelligent customer experiences. For example, combining CRM, commerce, and engagement data with the power of Salesforce Personalisation, Fisher & Paykel can personalise content for each individual customer and get the right products in front of them when they are already engaged.

The hyper-personalised communication has driven a 40% increase in product views across key categories and resulted in 33% order conversion from 11,000 recommendations viewed as part of a cart journey.

Combining Data Cloud and Marketing Cloud, Fisher & Paykel can also trigger automated journeys based on customers’ buying signals, such as visits to specific product pages on the website. These targeted communications enhance customer engagement and support a personalised buying journey.

Commerce Cloud and Subscription Management increase efficiency while improving customer convenience.

While Fisher & Paykel continues to sell its appliances through retailers, builders, and designers, it has also introduced its own digital storefront with Commerce Cloud. The digital storefront offers customers a new way to browse and make purchases while enabling Fisher & Paykel to better track and personalise their journey. Commerce Cloud Order Management, deployed with support from Salesforce Professional Services, also automates inventory management and fulfilment. This has eliminated 30 minutes of manual effort per order—providing Fisher & Paykel a return on investment in Commerce Cloud in six months.

With Subscription Management, Fisher & Paykel has also provided a seamless purchasing experience for those wanting to replenish consumable items. So, if a customer wants a new water filter every six months, they can sign up and pay for a subscription via multiple channels. These include apps used to manage Fisher & Paykel’s portfolio of connected appliances.

When presented with the option to subscribe or make a one-time purchase, 30% of Fisher & Paykel’s consumers choose a subscription. This not only improves customer convenience but allows the business to better plan and forecast revenue.

Service Cloud and Agentforce power faster, smarter, and more efficient support.

Fisher & Paykel has long used Service Cloud to provide efficient and personalised support to customers over the phone and on-site. For instance, with Field Service, it has enabled customers to track the arrival of their technicians, who arrive fully prepared with insights into the customer’s challenge and the right parts for a one-trip fix.

Once the technician has come and gone, customers receive a feedback form where they can rate the service provided. If the rating is less than ideal, it triggers a new case, allowing the business to find out what happened and resolve any issues.

These new support processes have transformed the service experience for customers who no longer need to waste time repeating themselves or waiting for technicians. Also, operators can now use the same processes to service customers from all over the globe, reducing training time from an average of nine months to just three weeks per operator.

Fisher & Paykel is now using Agentforce to increase the speed and quality of service. At the core of this effort is the company’s extensive knowledge base—over 10,200 articles packed with product details, model specs, and repair instructions. Ingested into Data Cloud, this information is indexed with advanced filtering and organised using a custom retriever optimised for semantic search.

When customers reach out for help, Agentforce quickly pulls the most relevant details, compiles links for context, and delivers step-by-step guidance — day or night. With this seamless support, Fisher & Paykel expects self-service rates to double.

“With our previous solution, we helped customers resolve issues on their own about 33% of the time. With Agentforce, we’re forecasting that to increase to up to 65%,” says Rudi Khoury, Chief Digital Officer at Fisher & Paykel.

Fisher & Paykel delivers luxury service at scale with Agentforce.

Self-service rates will soar to 65% with step-by-step troubleshooting from autonomous agents.

See the story

Expert guidance creates a roadmap for success.

AI is a key strategic priority for Fisher & Paykel's future business growth. It has partnered with Salesforce Professional Services to implement Agentforce and turn its AI roadmap into reality faster. With its deep platform expertise, the Professional Services team helped Fisher & Paykel establish a framework to build and scale its digital workforce with Agentforce. This process and the launch of Fisher & Paykel’s first agent were completed in less than three months. With multiple reusable actions, the agent established a baseline for more agents across additional brands and regions.

In addition to working with Professional Services, Fisher & Paykel has a Signature Success Plan. This has provided access to a dedicated Customer Success Manager (CSM) who understands the business and can help maximise the value of its Salesforce investment.

Khoury shared that having the guidance and support of the CSM has also given Fisher & Paykel more confidence to push the limits of what Salesforce can do.

With Salesforce’s deeply unified platform, Fisher & Paykel can harness its data to provide a personalised and seamless experience at every customer touch point. Agentforce is at the heart of Fisher & Paykel’s continued transformation, providing an always-on, working alongside its team to provide always-on personalised support at scale.