hipages uses Agentforce to make life easier for employees and tradies

hipages is an online marketplace that connects tradies with homeowners. The company also provides tradies with an app to help them manage the jobs they’ve won and streamline administration.

With Data Cloud and Agentforce, hipages has unlocked valuable insights to retain and support tradies and is set to reduce turnaround time for onboarding verification checks from approximately three hours to near real-time.

hipages had a wealth of data trapped within its online tradie marketplace that was difficult for customer-facing teams to leverage without excessive costs and time spent on data management. 

The siloed data and the need for teams to navigate between multiple systems slowed down onboarding and customer service. It also limited the insights available to retain customers and close new deals.

hipages is now using Data Cloud and Agentforce to transform engagement with its tradie community.

Data Cloud integrates with Databricks to help with data consolidation and provide greater visibility of operational data. This includes insights such as leads claimed and won by each tradie and ongoing revenue from those leads.

In the past, it was difficult to pull this data together in a way that was meaningful and easy to use, but it can now be surfaced in near real-time to support customer conversations and renewals.

“With the power of Data Cloud, we now have a single pane of glass across our operations and can surface rich data to help tradies see their return on investment from our platform,” said Jeremy Burton, CTO, hipages Group.

Data Cloud also underpins hipages’ plans for Agentforce by providing agents with the information they need to work. The company’s first agent will help to automate the verification of tradies’ licenses and business registrations. This is anticipated to reduce turnaround time for onboarding verification checks from approximately three hours to near real-time. At the same time, it will reduce the risk of human error and enhance the trust that Australian homeowners can have in engaging the tradies they find on the hipages platform.

hipages has used Salesforce for 18 years to drive the growth of its operations. Sales Cloud and Sales Engagement automate processes like lead assignment and ensure the optimal cadence to drive conversion. Sales Cloud has also helped hipages to reduce the median time to contact new leads from 16 minutes to just six whilst increasing its first call contact rate from 29% to 36%.

Service Cloud helps the contact centre to manage enquiries and issues that arise during project work.

The company has more recently adopted Service Cloud Voice and omni-channel routing for a more integrated way to manage customer enquiries.

Agentforce will bring greater efficiency to sales and service by augmenting hipages' workforce with digital labour and freeing team members up for higher value work. For instance, in addition to its onboarding agent, hipages envisions a sales and service agents working side-by-side its employees. These could include a sales agent that uses conversational insights to provide sales reps with recommended product packages tailored to each tradie’s needs.

hipages is working alongside Salesforce consulting partner J4RVIS to propel its data and AI transformation and bring these use cases to life.

“There’s a huge opportunity and exciting future ahead for us as we use Agentforce to leverage all of our existing innovation on the Salesforce platform to make life easier for our employees and tradies,” said Burton.

Data Cloud has helped to eliminate data silos and provide fresh visibility of the operational platform data that underpins the hipages product. With Agentforce, hipages is building on its 18 years of innovation with Salesforce and using trusted AI to make life easier for employees and tradies.

• Target to reduce turnaround time for onboarding verification checks from approximately three hours to near real-time
• Median time to contact new leads reduced from 16 minutes to six in six months
• First call contact rate increased from 29% to 36% in six months