Fisher & Paykel delivers luxury service with Agentforce and Data 360.

Steady growth and a focus on exceptional service highlighted the need for an always-on customer support model.

Since 1934, Fisher & Paykel has built a reputation for premium appliances that blend innovation with craftsmanship, from reliable kitchen ranges to sleek refrigerators.  At the heart of their commitment to exceptional quality is the belief that great design improves daily life — a philosophy that extends beyond their products to their customer support.

“When you buy a premium product from Fisher & Paykel, you expect the same level of service after your purchase. 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.

To bring that vision to life, Fisher & Paykel needed a way to simplify customer service and reduce technician visits. They initially introduced chatbots to ease the load on reps, but these bots could only handle about 33% of enquiries. When a customer’s question was too complex for the bot — like needing step-by-step appliance troubleshooting — it connected them to a rep. Which meant call centres were still fielding a high volume of calls, 60% of which were about appliance issues. Troubleshooting wasn’t always straightforward. Finding the right answers in a massive knowledge base of over 10,000 articles took time. Sometimes, when a customer needed help straightaway, like a busy parent with an overheating dryer, reps scheduled technician visits without fully walking through the issue. Then, the tech might show up without the right parts or information because they didn’t have the full context of the issue or what the customer had already tried. This led to costly delays and return visits.

Steady growth and a focus on exceptional service highlighted the need for an always-on customer support model.

With Agentforce handling most customer enquiries, support is 50% faster and more effective than ever.

Fisher & Paykel turned to Agentforce, the agentic layer of the Agentforce 360 Platform to streamline customer service. Now, with Data 360, Service Cloud and Field Service working together with Agentforce, they can tap into real-time insights to deliver seamless support — helping customers easily get the answers they need.

Agentforce reasons across the company’s extensive knowledge base, which includes over 10,000 articles packed with product details, model specs and repair instructions, to triage customer issues. This information is processed through Data 360, indexed with advanced filtering and organised using a customised retriever optimised for semantic search, so Agentforce can pinpoint the exact appliance and what might be wrong with it based on the customer’s natural language description of what’s happening. 

For example, when a customer keeps in touch about a dishwasher that won’t drain, Agentforce quickly walks them through troubleshooting steps — like clearing the filter. With this 24/7 support, Fisher & Paykel expects to more than double self-service rates, reaching over 65%. 

When self-service doesn’t solve the problem, Agentforce makes sure customers get the right help quickly. Integrated with Service Cloud, it intelligently routes enquiries to the right service rep based on skills, location and time zone. This ensures customers always connect with the best resource for their issue. For example, if the dishwasher still isn’t draining, the system will direct the enquiry to a rep with appliance repair expertise.

When reps engage with customers, Agentforce generates an instant summary of the account and case history, so they don’t have to search for details. And when additional questions arise, Agentforce’s built-in semantic search surfaces the most relevant knowledge base articles quickly to the rep, reducing call times and ensuring consistent answers. 

“We want our reps to have the confidence that they’re giving the customer the right information without having to stop and think, ‘Am I missing anything?’” said Lioi. And it’s working: call handle times have been cut in half, from 12 minutes to under six.

If a technician needs to be brought in, Agentforce plays a key role in preparing them. For example, 45% of appointments are now booked through self-service, so customers don’t have to wait for a rep to request an appointment. When the technician is prepping to fix the dishwasher, they have full access to the case details, ensuring that they bring the right parts, like a replacement drain pump. Since the customer already cleared the filter, the technician can skip that step when they arrive, saving time. Plus, with the customer’s preferences on hand, they know to send a quick text 10 minutes before arrival, making the experience even smoother.

With Agentforce handling most customer enquiries, support is 50% faster and more effective than ever.

Smart appliances will become a proactive part of the service solution with Data 360 and Agentforce.

Beyond fixing the immediate service challenges, Fisher & Paykel sees an even bigger opportunity: using smart appliance data to predict and prevent problems. Many of their products are IoT-enabled, meaning they’re connected to the Internet and send real-time performance updates. This data could be a game-changer — catching small issues before they turn into big headaches. But the data hasn’t been centralised so there hasn’t been an easy way to act on it. 

For example, a refrigerator is showing early signs of a compressor issue. It might just be a minor glitch — but if no one catches it, that small problem could turn into a full-blown breakdown. Imagine a customer waking up to a fridge full of spoiled food because no one saw the warning signs.

“We see Agentforce and our connected appliances coming together and using the knowledge that we have of our products to help our customers more proactively,” said Khoury.

In the future, Fisher & Paykel will seamlessly collect, analyse and act on product telemetry data while keeping customers informed. Agentforce will use Data 360 to track real-time signals from millions of connected appliances, detecting issues like compressor failures early. It will then notify customers through the smart appliance app or email and schedule repairs before any damage occurs. It can also suggest more energy-efficient settings if an appliance runs an inefficient cycle. This predictive service will enhance performance, reduce unnecessary repairs, lower costs and improve customer satisfaction.

Smart appliances will become a proactive part of the service solution with Data 360 and Agentforce.

Agentforce will streamline inventory management, helping trade partners serve customers more efficiently.

Fisher & Paykel also aims to make life easier for trade partners by expanding Agentforce’s self-service tools so retailers and designers can get the information they need faster, without waiting on hold. Take Best Buy, for example. In the past, if a shop manager needed to check appliance stock or delivery times, they had to call customer service, wait on hold and hope for a quick answer. With live inventory data soon available in Data 360, Agentforce will be able to deliver product specs and pricing instantly to Best Buy’s team through a mobile app or website — no waiting required.

This isn’t just a win for retail. Interior designers planning dream kitchens will have real-time visibility into lead times, helping them co-ordinate projects more efficiently.

Agentforce will streamline inventory management, helping trade partners serve customers more efficiently.

Salesforce gave Fisher & Paykel something no other provider could: a proven, scalable solution that eliminated the need for an in-house team to build and maintain 24/7 monitoring tools. “I chose to partner with Salesforce because I felt that if they were systemising this monitoring and doing it at scale, it would be better than what we could do on our own and that’s turned out to be true,” said Khoury. By choosing Salesforce, Fisher & Paykel avoided the cost and complexity of building from scratch while ensuring its technology could grow with the business on a deeply unified platform.

Salesforce gave Fisher & Paykel something no other provider could: a proven, scalable solution that eliminated the need for an in-house team to build and maintain 24/7 monitoring tools. “I chose to partner with Salesforce because I felt that if they were systemising this monitoring and doing it at scale, it would be better than what we could do on our own and that’s turned out to be true,” said Khoury. By choosing Salesforce, Fisher & Paykel avoided the cost and complexity of building from scratch while ensuring its technology could grow with the business on a deeply unified platform.