Slalom has been recognized as Salesforce’s 2027 Partner of the Year in the Systems of Agency category for its collaboration with Pets at Home. This award highlights their successful integration of Salesforce’s Agentforce technology into Pets at Home’s customer service operations, aimed at enhancing how staff access information and respond to diverse customer inquiries across veterinary, retail, grooming, subscriptions, and digital services.
The project’s significance lies in its ability to manage a wide range of queries simultaneously, with notable results. After the system went live, inbound customer queries dropped by about 30%, from 1,300 to 900 cases on the first day, while customer satisfaction scores remained above expected levels. This implementation was particularly groundbreaking as it was one of the early uses of Agentforce, which had been available for under 18 months at the time.
Slalom’s approach prioritized embedding AI into service workflows, enabling teams to handle routine inquiries more efficiently and allowing more time for complex cases that require human intervention. This reflects a larger trend among customer-centric companies to transition AI initiatives from pilot phases to regular operations, aiming for measurable benefits in customer service where both costs and response times are scrutinized.
Moreover, the deployment illustrates the expanding role of AI in businesses with hybrid models, like Pets at Home, which merge physical locations with digital channels and services. The complexity of managing various customer interactions in such an environment makes the implementation a noteworthy case study within the Salesforce partner network.
In summary, the collaboration exemplifies Slalom’s strategic integration of AI into client operations, paving the way for advanced service models in retail and beyond.
