Slalom Wins Top Honor for AI-Powered Customer Service Project

Slalom, a consulting firm, has won Salesforce's 2027 Partner of the Year award in the Systems of Agency category for its work with UK pet care retailer Pets at Home. The award recognizes Slalom's introduction of Salesforce's Agentforce technology into customer service operations.

The project involved embedding AI into customer service workflows to help teams handle routine questions more efficiently and spend more time on complex interactions that require human judgment.

Pets at Home combines stores with services for pet owners, giving customer support teams a wide range of enquiries to manage. The deployment handled requests across several parts of the group's connected offering, including veterinary, retail, grooming, subscription, and digital services.

According to the companies, inbound case volumes fell sharply when the system went live, with daily inbound cases dropping by about 30% from around 1,300 to 900. Customer satisfaction remained above target.