hipages Group Aims to Boost Customer Experiences and Employee Productivity with Salesforce
Online tradie marketplace hipages Group is using Salesforce Agentforce Platform, Data Cloud, and Service Cloud to improve the experience for tradies who use the platform and gain greater visibility of its operational platform data.
The challenge: Like many organisations, a number of legacy systems had hindered the day-to-day experience of tradies who offer their services through hipages. To reduce onboarding and customer service wait times and build a better understanding of the data that underpins its products, hipages is embracing a data and AI transformation.
The impact: Through its transformation, including Salesforce, hipages will make it easier for its customer-facing teams to deliver meaningful engagement with its tradie community.
- Faster onboarding experience: The hipages vision is to spend less time on manual processes, with AI and automation to help shorten the time it takes to onboard new tradies from up to 60 minutes to 10 minutes.
- More efficient processes for employees: By bringing trusted AI tools to the customer-facing teams and rationalising legacy systems, hipages will support its teams to overcome cumbersome processes and provide a more integrated way to manage customer enquiries.
- Better data insights: Leveraging its existing data strategy supported by Databricks, Data Cloud will help with data consolidation and building an ecosystem that will provide fresh visibility of the operational platform data that underpins the hipages product.
Customer perspective: “Agentforce and Data Cloud are going to be a core part of our ecosystem, helping us connect better with our customers and tradies, navigating our data storage and access challenges, and ensuring our team members no longer need to ‘swivel chair’ from system to system to get the job done,” said Jeremy Burton, CTO, hipages Group.
“We knew we had to select the best platform that was going to help our business meet its aspirations, one that supports our approach in being a product-led company that takes pride in making the working life of our staff and tradies as easy as possible. The latest Salesforce architecture is clearly a platform that will aid us on this pathway,” added Burton.
Salesforce perspective: “We are so proud of the 18 years we’ve been supporting hipages Group’s innovation. As trusted AI advisors, we’re excited to help improve employee productivity and deliver incredible customer onboarding and service experiences.” said Frank Fillmann, General Manager ANZ, Salesforce.
“With Data Cloud and Agentforce, the hipages team will spend less time on manual processes, with AI automation shortening the time it takes to onboard new tradies and deliver personalised support for existing customers. The hipages vision is to be able to onboard new customers in 10 minutes over a cup of coffee instead of up to 60 minutes.”
