Geocon innovates with Agentforce to transform property development.

Geocon has used Agentforce to scale and streamline defect management, reducing average case routing time from 6.5 hours to near-instantaneous. 

​Geocon is one of Australia’s fastest-growing property development companies. The business has evolved from constructing small homes and cottages to delivering large-scale, mixed-use precincts encompassing residential and commercial opportunities.

Rapid growth sparked the need for new ways to scale.

Following a period of rapid growth, Geocon realised the need for a more flexible CRM to support its continued growth and evolution. Rather than relying on a traditional industry solution, the property development company wanted a platform it could customise to support its own ways of doing business.

Processes like defect management were also ripe for innovation. When a building is completed and the units within are sold, owners have a defined period of time to log certain defects so they can be resolved under warranty. This results in a temporary spike in inquiries and cases which were previously managed using various systems and inboxes, impacting data compliance and slowing response times.

Agentforce improves efficiency of defect management.

Geocon brought in Salesforce nearly six years ago, using the platform to drive efficiencies across its business. Its pilot with Agentforce is the latest example. Harnessing Agentforce’s agentic ability to reason and take action, Geocon has worked with Salesforce consulting partner VISEO to streamline the important but time-consuming process of defect management.

Replacing various systems and email inboxes, the solution provides owners, tenants, strata reps, and building managers with a single portal where they can log defects at any time. Built on Experience Cloud, the portal allows users to converse with an autonomous agent in natural language to log defects or ask related maintenance questions. Using retrieval augmented generation, the agent searches across account records, cases, and knowledge articles to find the data it needs to respond and act with precision.

The agent, known as Gus, can identify the properties users are inquiring about and determine whether they fall within the builder’s defect liability period. If they fall outside this period, the agent lets users know they are still welcome to log an issue but may be subject to a call-out fee. With Agentforce deeply integrated with Service Cloud, the agent can then automatically raise cases and assign them to the right subcontractors. 

The new process is significantly more efficient than Geocon’s previous way of working and allows cases to be instantly routed to subcontractors as opposed to the average six-and-a-half hours it took in the past. A significant portion of these time savings has come from Agentforce’s ability to autonomously collect and verify case data. This has increased adherence to data compliance on cases from 33% to 100%, eliminating the need to manually verify details before transmitting cases to subcontractors and freeing up team members for more valuable work.  

Salesforce-powered portals enhance sales efficiency and buyer experience.

The defect management portal is one of several that run on Experience Cloud and streamline sales and service. Geocon’s sales are fully outsourced to partners who have a dedicated portal where they can access real-time property availability, manage and qualify leads, and guide buyers through the sales process. 

Buyers and new homeowners have their own portal to support them through the purchase journey. The portal enables them to track key milestones, schedule appointments for settlement, and also guides them on a walk-through of their property where they can capture and upload photos and details of any defects. 

A separate portal connects Geocon with its network of approximately 200 subcontractors, enabling seamless collaboration, case assignment, and tracking. 

Through these portals, Geocon can collect more uniform data on its properties, customers, and suppliers and centralise it in Salesforce where it can be easily reported on and used to make decisions. 

“One of our goals starting out with Salesforce was to better understand our business, our customers, and the market and make decisions based on data,”  said Andy Magee, Chief Information Officer. “Now, we have solid data that allows us to track market changes over time and identify what influences a buyer’s decision. We can also make decisions based on data, including how to target a marketing campaign or price a particular subset of our stock.” 

What’s next for Geocon and the future of property sales 

Looking ahead, Geocon is focused on expanding its knowledge base to empower Agentforce with more answers for customers. It plans to use Data Cloud connectors to bring even more data into Salesforce, including finance data from its ERP. 

Geocon has also started to use Marketing Cloud Account Engagement to manage promotions and communications with buyers and sellers. Next, it plans to use the marketing automation software to build campaign landing pages and reduce reliance on external support. 

Geocon is also continuing to innovate with Agentforce and exploring how it can help to facilitate a fully digital purchasing journey, ensuring customers receive seamless, 24/7 support every step of the way.

With Salesforce’s deeply integrated platform, Geocon has created efficiencies across sales, service, and marketing. The property developer has also transformed defect management using Agentforce. Previously, managing defects involved multiple systems and email inboxes, leading to inconsistent data and slow response times. Now, defects can be logged through natural language interactions with an autonomous agent. The agent then creates cases and routes them to subcontractors automatically. This new process has dramatically increased efficiency, customer satisfaction and improved data compliance.

Moreover, Geocon can now scale to help employees manage a dynamic workload and be there for customers 24/7.