Bionic boosts small business support with always-on help with Agentforce.

Bionic helps 200,000+ UK small businesses compare, switch & manage energy, insurance & more—making life easier with fast, reliable support for essential services.

Long wait times made it difficult for customers to reach the right representative when they needed help. 

Managing essential services like energy, high speed internet, and insurance is crucial for every business. But small and medium business owners often lack the time and resources to compare, switch, and renew contracts for business essentials, missing out on potential savings. That’s where Bionic comes in. Handling over 30,000 calls every day, Bionic helps small business owners find the best deals, saving them time and money so they can focus on growing their businesses.

High call volume made it difficult for Bionic to keep up with customer demand — with over 7,000 voicemails piling up each month. Meanwhile, slow, manual processes added to the challenge. For example, if a bakery owner called to explore energy savings, a rep would ask for basic details like meter readings and usage data. The owner might spend several minutes tracking down that information while the rep waited on the phone. Once collected, the rep would manually input the details into Sales Cloud, then switch to a supplier portal to check rates and offers. If the customer wanted to move forward or had follow-up questions, the call often had to be transferred to confirm switch dates and contract terms. Reps often struggled to follow up quickly enough, making it difficult to resolve issues efficiently or convert interest into action.

Bionic’s phone system also made it harder to quickly connect customers to the right reps. Call transfers had a noticeable delay, and dropped calls were common. Sometimes customers hung up, thinking they’d been disconnected — then had to call back and start over. As calls stretched out, wait times grew, leading to frustration and missed opportunities.

Bionic needed a better way to support customers in the moments that matter — so reps could jump in right away, without wasting time catching up on voicemails or bouncing calls between departments. “These are business owners who are busy,” said James Haddow, Bionic Energy Expert. “If we can make it smoother and less of a headache, that’s our goal. Even saving two or three minutes makes a real difference in their day.”

Agentforce automates the new customer intake process and resolves customer questions instantly. 

Bionic’s path to world-class customer service and operational efficiency begins with Agentforce — the agentic layer of the Salesforce Platform. A limitless digital workforce now handles common customer inquiries automatically, pulling customer data directly from Salesforce and providing instant, accurate responses. Agentforce is supported by Service Cloud Voice to intelligently route customers to the right agent: no more voicemails, call transfers and dropped calls!

“Agentforce is freeing our employees to provide more hands-on human support,” said James Lomas, Bionic’s Chief Technology Officer. “By automating routine tasks, we’re setting a new standard for business services and enabling small business to get help without the hassle.”

Using Service Cloud Voice and Agentforce, Bionic is setting a new standard in business support. If an independent car mechanic visits the Bionic website to provide a meter reading, they can start a chat with Agentforce. In warm, conversational language, Agentforce guides them through how to provide their meter reading and automatically updates the contact history in Service Cloud. Agentforce will pass the query to a Bionic rep, if the customer needs further clarification. 

Agentforce is providing 24/7 support. A customer might chat with Agentforce, asking, “I need to confirm I’m fully switched to the new supplier — is everything finalized?” Agentforce retrieves the customer’s details from Service Cloud and responds with the appropriate update, for example, “your contract is all on track with an expected start date of the 1st of June." If the customer has further concerns then again, Agentforce will immediately transfer them to a rep. The rep will have all the previous conversation history in one view, ensuring a smooth and informed handoff.

By automating routine inquiries, Agentforce is expected to resolve 50% of customer questions. This allows reps to focus on those crucial moments where personal attention is needed so they can deliver faster, more tailored support. “Agentforce is creating efficiencies as well as elevating human support,” said Lomas. “Automation where it makes sense, human support where it matters most – that’s the Bionic way.”

Einstein for Service supports reps with real-time call summaries.   

Bionic is also making their service smarter and more personal with Einstein for Service. For example, when a spa owner calls about business insurance options for their expanding business, Einstein immediately pulls up all the relevant details — including the spa’s previous contact history. This gives the rep all the details in one place to seamlessly pick-up the conversation and offer comparisons tailored to the spa's needs.

The introduction of Einstein’s assistive AI features, particularly call transcription, call summarization and automatic wrap-ups have made a massive difference. Before Einstein, Bionic found that reps were spending up to 1-minute per call manually summarizing conversations. Einstein now delivers a better outcome in seconds, and their reps love it!

Now instead of manually taking notes and passing the summary to the next rep, Einstein automatically generates a call summary, allowing the next rep to pick up the conversation without missing a beat. Plus, if there's an opportunity to cross-sell, like offering a better energy deal, Einstein highlights it in the summary. This helps the next rep suggest the best solution for the customer.

“Being able to pick up right where we left off without having to search or listen to the call recording — it’s a game-changer,” said Haddow. “It helps us make more sales and provide better service.”

Throughout each call, Einstein continues to assist reps in real time. It not only suggests the best insurance products based on the spa’s needs but also ensures compliance by reminding the rep of any necessary legal or contractual guidelines. For instance, Einstein will automatically check that compliance requirements have been met — such as the need to ask for consent before conducting a credit search. With Einstein handling the background work, reps can focus on delivering personalized, accurate solutions, making the entire process more efficient.

“At Bionic, we’re dedicated to making it radically easier to run a small business” said Paul Galligan, Bionic CEO. “Embracing AI is key to our growth strategy, with Agentforce central to that, as we set a new standard in business services.” 

As Bionic evolved into an AI-first company, they explored several options to power their vision. Some lacked the deep integration they needed, while others would have required a costly build and complex setup. To scale quickly and efficiently—without expensive development or complicated integrations—Bionic chose Agentforce. It’s the only digital labor platform that works across all their systems, automates routine processes, and equips reps with the tools to work smarter.

“We’re big Salesforce users and have invested in Sales Cloud, Service Cloud, and Marketing Cloud. We tried a few different tools, but the lack of integration was a problem - with other solutions, we lost our 360-degree view of the customer,” said Lomas.

With Salesforce’s deeply unified platform, reps could work from a single console instead of switching between disconnected systems. Bionic integrated tools like Amazon Connect, their voice channel solution, which supports call routing directly within Service Cloud Voice. This gave reps a unified view of the customer across all channels—chat, voice, and digital—in one place, leading to faster response times and smoother handoffs. Combined with the built-in Einstein Trust Layer and powerful automation, Agentforce was the clear choice to help Bionic scale efficiently.

“Agentforce is a game-changer. It’s a new business superpower and we’re only just getting started.” said Lomas.