Agentforce transforms workflow and enhances customer experience.
Geocon brought in Salesforce over six years ago, using the platform to drive efficiencies across its business. The property development company is now in the midst of another transformation and using Agentforce to fundamentally change how work gets done.
The company’s first agent has revolutionised the essential 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 to log defects at any time. Built on Experience Cloud, the portal allows users to converse with an AI 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. The agent can then automatically raise cases within Agentforce Service 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% and allowed cases to be transmitted to subcontractors immediately.
The AI-driven defect management process has also earned positive feedback from users, particularly strata managers who can now raise multiple cases at once. Andy Magee, Chief Information Officer, said that this was an unanticipated benefit of Agentforce.
“Our agent has become smarter over time, and without specific programming, it can now analyse a single block of text from a strata manager, identify different issues, and create a unique case for each one,” said Magee.
Agentforce set to boost sales efficiency and improve the buyer experience.
Geocon's transformation extends beyond service, with the company set to use Agentforce to qualify and nurture leads from organic channels. A soon-to-be-launched agent will interact with leads via email and SMS to gather details such as purchase timeline, budget, and preferred property or location.
The agent is designed to engage in a very human way, asking relevant questions and responding with information related to leads’ stated interests. The goal is to build a complete profile of the lead and hand off a sales-ready prospect to a human sales rep, boosting sales efficiency.
“It’s not uncommon for people to reach out to three or four developers at once or go to multiple open houses on the weekend, so the company that’s the first to engage them in a meaningful way could be the one that wins the race,” said Magee. “With Agentforce, we can strike when the iron is hot and gather the right information to create a really personalised buying journey.”
Experience Cloud augments this journey by underpinning a portal that enables buyers to track key milestones and schedule settlement appointments. It also guides them on a walk-through of their property where they can capture and upload photos and details of any defects.
Through this portal and others created for sales partners and subcontractors, Geocon can collect more uniform data on its properties, customers, and suppliers.
“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 Magee. “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
Geocon is continuing to innovate with Agentforce and explore how it can help to facilitate a fully digital purchasing journey, ensuring customers receive seamless, 24/7 support every step of the way. A next step could be to provide Agentforce with access to real-time data on stock availability so it can recommend specific apartments to leads.
The company also plans to use Data 360 to bring more data into Salesforce, including finance data from its ERP. This will provide a more complete view of the business and its customers, enabling better decision-making and more intelligent agents.
Data 360 together with Agentforce Marketing will also enhance customer engagement. Geocon already uses Account Engagement to manage promotions and communications with buyers and sellers. Now, it is exploring how to tap into the agentic features of Agentforce Marketing to drive more efficient, personalised engagement for both its property and hotel businesses.
