The RealReal is the largest online marketplace for authenticated luxury resale.
Busy and on the go, concierge reps needed help staying ahead of consignor leads.
The RealReal began around a dining table in 2011 with a simple but powerful idea: Luxury doesn’t have to be new to be valuable. With that mindset, the company set out to make fashion — a notoriously wasteful industry — more sustainable.
Today, The RealReal is one of the world’s largest and most trusted luxury resellers. The company rigorously authenticates items like handbags, jewelry, watches, and ready-to-wear garments, then facilitates their resale on a secure platform.
Shoppers turn to The RealReal for everything from their first Chloé handbag to that rare Cartier watch or a one-of-a-kind vintage wedding dress. What keeps them coming back is trust — built through proprietary technology, unparalleled luxury market data, and highly trained luxury experts that affirm authenticity.
Consignors — the people who supply the luxury items available for sale on The RealReal’s site — are the lifeblood of the business. Even as more competitors enter the resale space, these consignors continue to choose The RealReal for the standout service delivered by a nimble team of concierge reps. “Our Sales team is the foundation of The RealReal consignment process, sourcing luxury items from our millions of members across the country,” said Erin Antesberger, VP of Sales.
These reps evaluate items during in-home visits or at one of 15 luxury consignment offices. They assess each item’s authenticity and condition, create opportunities or pickup requests in Salesforce, and work with sales reps to handle shipping. With multiple appointments a day, the admin work quickly adds up.
“Concierge reps drive around to their consignors,” said Samuel Abraham, Head of Revenue Technology. “They’re not sitting in one place with their laptops, so how can we make their time more productive?”
To keep offering a high-touch, expert experience while scaling sustainably, The RealReal knew it was time to automate workflows and unlock new ways to grow their consignment base — and their impact on sustainable fashion.
Our Sales team is the foundation of The RealReal consignment process, sourcing luxury items from our millions of members across the country. We're excited to integrate Agentforce so that our team can focus on building relationships and offering the very best consignor experience, while the technology expedites scheduling and shipping logistics.
Erin AntesbergerVP of Sales, The RealReal
Agentforce handles luxury shipping logistics so consignors and reps don’t have to.
The RealReal will soon launch Agentforce, the agentic layer of the Salesforce Platform to transform the way its concierge reps work. Instead of juggling paperwork, coordinating logistics, and updating systems after each appointment, reps will have their own AI-powered agent to handle it all in the background.
Agentforce will help concierge reps prep for appointments by generating a summary that gives the rep everything they need at a glance — including the time and location, the items to be reviewed, whether the consignor is new or returning, and even insights into market demand. For example, if there’s a gap in inventory for gold jewelry, that info shows up, helping the rep better guide the consignor towards what will earn that consignor the most.
After the appointment, the rep can use their phone to dictate next steps and Agentforce will add those notes to the relevant opportunity in Sales Cloud. For example, if a concierge rep finishes an in-home visit, they’ll be able to open the Sales Cloud app on their phone and dictate their notes using Siri while driving to their next appointment: “Client has two items, both in very good condition. Handbag needs authentication. Pickup requested by Friday.” Agentforce will take it from there. It will create a new opportunity in Sales Cloud, fill in the details based on the dictated notes, and kick off the consignor’s journey — including scheduling pickup. If it’s a repeat consignor, Agentforce will pull in details from past transactions and marketing emails to personalize the follow-up communication it sends to that consignor.
When it’s time to ship their luxury goods, Agentforce makes the process simple and stress-free for consignors. For example, after a consignor agrees to sell a vintage Hermès scarf, Agentforce sends a personalized message with clear, step-by-step shipping instructions. This outreach is powered by a prompt template from Prompt Builder, which uses retrieval-augmented generation to securely pull in details from Salesforce — like the consignor’s VIP status, the type and value of the item, and the correct shipping address. Agentforce then connects to ShipEngine, a third-party shipping and logistics platform, via prebuilt API to automatically generate and track a UPS pickup request. All this information is logged directly into the Sales Cloud opportunity, so concierge reps can easily monitor the shipment’s progress. Once the item is on its way, Agentforce keeps the consignor in the loop with automatic updates from pickup to final delivery.
“We're excited to integrate Agentforce so that our team can focus on building relationships and offering the very best consignor experience, while the technology expedites scheduling and shipping logistics,” said Antesberger.
With Agentforce managing the admin work, The RealReal expects concierge reps will get 20% of their day back — time they can reinvest into what matters most: helping consignors and driving sustainable fashion forward.
“The most exciting thing for us is really changing the work life of our reps,” said Abraham. “With Agentforce, we’re giving them time to spend on time with their consigners — we’re not bogging them down with all of these administrative tasks.”
The most exciting thing for us is really changing the work life of our reps.
Samuel AbrahamHead of Revenue Technology, The RealReal
With Agentforce managing leads and ship-direct tasks, sales reps can close more deals.
In addition to in-home evaluations by concierge reps, The RealReal offers consignors the option to ship items directly. These ship-direct consignments are managed by inside sales reps, who often handle even more leads than their concierge counterparts. But with such high volume and the need to manually sift through individual forms and data fields, reps can easily get bogged down in administrative tasks — leaving less time to build and nurture relationships with consignors.
Soon, Agentforce will alleviate many of these clicks so inside sales reps can spend more time on making sales. When an inside sales rep moves an opportunity to the next stage, this will trigger Agentforce to autonomously determine the shipping logistics for the consignor to ship their product to The RealReal. Through Data Cloud, Agentforce will check The RealReal’s external warehousing system to figure out which location is best for the product, and then connect to their shipping platform via API to access structured data and generate a shipping label for the consignor.
For example, if someone in Chicago is shipping a pair of Balenciaga boots, Agentforce will ensure the shipment is routed to the nearest warehouse with a Balenciaga authenticator for evaluation and send the consignor a ready-to-use label. The entire process will be tracked and updated in Sales Cloud automatically, so nothing falls through the cracks.
And it won’t stop there. Agentforce will also act as a sales coach. It’ll give inside sales reps helpful training materials, context about leads, and even feedback on practice pitches so reps can get better at closing deals and making the most of each opportunity.
With Agentforce taking over the busywork and helping reps sharpen their skills, The RealReal expects a 12% increase in sales volumes thanks to productivity gains alone.
I feel very confident about the investments Salesforce has made with the Trust Layer.
Samuel AbrahamHead of Revenue Technology, The RealReal
Trust is the foundation of The RealReal’s success, and giving human experts the best tech has always been key to the brand’s success. They rely on a powerful combination of expert authenticators and proprietary technology — like TRR Vision and TRR Shield — to verify every luxury good they sell. As counterfeit technology becomes more advanced, that bar only gets higher.
That’s why the Einstein Trust Layer was the deciding factor in choosing Agentforce. It ensures no sensitive customer data is shared or stored outside of Salesforce when using generative AI. That means Agentforce can personalize every task with VIP-level detail, without compromising information security.
“I feel very confident about the investments Salesforce has made with the Trust Layer. None of our confidential data leaves the ecosystem,” said Abraham. “I’ve seen some other AI agents where I’m not very confident how they’re going to be handling such data. Salesforce gave us that level of confidence. Through intensive training on Trailhead, I understood the architecture very deeply, and that it’s very safe.”
With sales and marketing already running on Sales Cloud and Marketing Cloud, and external systems integrated into Data Cloud, The RealReal can now add Agentforce to act on that deeply unified platform safely and personalize the experience in real time.
For The RealReal, Agentforce is more than just a productivity tool — it’s a digital-labor teammate that will accelerate their mission to make fashion more sustainable, one authenticated piece at a time.
