Agentforce-Led Field Service Transformation for a Grout Repair Business

Industry

Field Services
Industry

Products

Salesforce Field Service, Agentforce, Salesforce Data 360
Products

Services

Salesforce Implementation Services
Services

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Agentforce-Led Field Service Transformation for a Grout Repair Business

June 29, 2026
A grout repair and restoration business operating across Australia.

Problem Statement:

The client was expanding its field service operations across Australia, but its internal processes had not kept pace with business growth. Teams were still relying on manual coordination, disconnected tools, and reactive workflows, which made it harder to respond quickly, prioritize demand, and maintain service consistency at scale.

The Challenges:

  • Hundreds of emailed PDF work orders required manual entry, consuming 15–20 minutes each.
  • Booking and rescheduling ran through email and WhatsApp, with service coordinators as the bottleneck.
  • Leads arrived without prioritization, so urgent and high-value jobs sat alongside cold ones.

The Solution:

  • Built "Max", a coordinated system of five Agentforce agents grounded in Salesforce data and workflows. One of the agents was a lead qualification agent to score leads by intent and value, pushing priority opportunities to sales first.
  • Created the Work Order & Case Agent to read emailed PDFs, pull out job details, create Salesforce cases, and route them without coordinators re-entering the same information.
  • Introduced the Customer Scheduling Agent to handle bookings, reschedules, and cancellations around the clock using real-time technician availability.

Impact made:

30%

Faster Lead Conversion

Time to convert leads dropped by about 30 percent, and conversion rates rose by 2 percent. High-intent leads now move to the front of the queue automatically.

50%

Faster Case Closure

Improved Service Experience: Average time to close a case dropped by half. 24/7 self-service scheduling improved response times and reduced dependency on service coordinators.

2,000+

On-time Email Handling

Agents handle 2,000 plus inbound emails autonomously each week with 80 percent plus accuracy.

8–10x Faster

Faster Work Order Processing

Work order processing dropped from 15 to 20 minutes per order down to 2 minutes.

What made it special:

No items found.

Testimonial:

Tools / Platforms Used:

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