Scape targets 2x growth with help from Agentforce

Scape was founded in Australia in 2014 and has become known for curating world-class living and learning environments for students. It is now expanding to serve a broader audience with a vision to be Earth’s best living company.

With Agentforce, Scape is set to supercharge growth and provide customers with a seamless experience during move-in and beyond.

Uplift digital capabilities to double growth and deliver exceptional customer experiences.

Scape has grown quickly from its humble beginnings, scaling from just four to 38 properties in the last five years and now housing more than 18,000 students. With a vision to expand into new sectors and double its growth in the next five years, the company needed to uplift its digital capabilities. It had siloed systems across sales, service, and marketing, which limited customer insight and collaboration across teams. 

The company wanted to bring everyone onto one platform to increase efficiency and provide a seamless customer experience. Most of Scape’s customers are moving from overseas, and Scape wanted to be there for them 24/7 to answer questions and help them settle in during such a significant time in their lives.

Agentforce to enable 24/7 support via customers’ preferred channels. 

Scape has now connected sales, service, and marketing on Salesforce, enabling teams to work smarter, faster together and enhance the customer experience. 

With Agentforce, Scape can extend its workforce through digital labour to serve customers 24/7. This ability to scale is especially vital around the start of the university year as up to 10,000 students move into their properties. Scape has upwards of 40,000 customer interactions during this peak period, a large share of which are responding to frequently asked questions. These questions can now be answered by an AI agent or be seamlessly escalated to a human customer service representative.  

Scape anticipates the agent will enable a 50% reduction in support cases while also improving the experience of customers, who prefer to access support through channels like WhatsApp rather than visiting the front desk or having to write an email. 

Future agents will autonomously take actions to enhance the customer experience and drive growth. For example, an agent will recommend the best accommodation for a customer based on their preferences and university location. The agent could then facilitate the booking, from beginning to end. 

Another agent could improve the move-in process by checking in with customers before arrival and prompting them to finalise paperwork. 

Data Cloud will help provide agents with the data they need to work, including unstructured data from Scape’s internal knowledge sources like community guidelines.

Marketing Cloud helps Scape activate data to drive engagement.

Salesforce has already changed the way Scape engages and supports its customers. With Marketing Cloud, Scape has moved away from transactional communication and now has a number of journeys personalised to customers’ needs and preferences. 

Marketing Cloud has also helped streamline the rebooking process. Emails are sent to customers towards the end of the semester with a personalised offer which they can click to accept right away. The booking is then processed automatically, thanks to integration with Scape’s booking platform via MuleSoft.

This is a far better experience than in the past when customers would need to visit the front desk to extend their stay. The new process also provides Scape with increased transparency as they can see at a glance how many offers have been accepted and follow up as required. 

In its first year of using Salesforce alone, Scape’s sales and rebookings have reached an all-time high. The company is now optimising these processes and results with plans to further tailor offers and communication based on customers’ propensity to convert.

Service Cloud enables seamless and efficient service. 

With its commitment to world-class living, Scape aims to provide quick and effortless service. This is now easier to do with teams using Service Cloud and Field Service to manage cases and maintenance requests. 

“For the first time, we can see all of our customers and interactions in one place, which reduces duplication and allows us to keep customers better informed. So instead of needing to follow up on issues like a broken light, they can log the issue once, and we can give them an accurate time for completion,” said Mirko Gropp, Digital, Information, and Technology, Scape. 

Since the launch of Service Cloud, Scape was able to reduce handling times by 25%, shifting now to focus on reducing the overall case volumes with self-help and increased transparency on case status via Agentforce and their resident portal. The portal is built on the Salesforce Platform and enables customers to manage their bookings, cases, and payments.

Scape has worked with consulting partner Innovior to drive its digital transformation and is now building on these innovations to deliver even better customer experiences. 

“We now have all the foundations in place to better engage with our customers and build better communities. The next year will be about maximising our investment in Salesforce, above all leveraging AI to continue to deliver exceptional customer experiences,” said Gropp.

Salesforce enables Scape to connect sales, service, and marketing on one platform to support its strategy of working smarter, faster, together. With Agentforce, Salesforce also extends Scape’s workforce so it can continue to scale and support customers 24/7.

• Sales and rebookings reached an all-time high within the first year of the migration to Salesforce with contracted revenue per month up 10-50% YoY
• 25% reduction in average handling times for support cases
• 50% anticipated reduction in support cases with Agentforce