James built The Grout Guy from solo operation to 200 employees by replacing 4-5 minute phone wait times with Agentforce and a photo-upload tool that turns quote requests around in minutes instead of days. One office staff member now supports 25 field technicians.
I call myself an accidental entrepreneur. In the beginning, it was just me running around, man in a van, checking addresses, where am I going for the day? 20 years later, we're employing 200 people, expanding as fast as we can. The Grout Guy is Australia's shower regrouting expert. We take the old grout out, put the new grout in. The shower's the most abused square metre in your house. Someone wants a result and they want it done now. Usually yesterday. We had a job management system designed for tradies, and that was invoicing, quoting, scheduling. The process was ridiculously slow.
We were taking more than like 300 phone calls a day. Our incoming calls would generally take about 4 to 5 minutes. Customers would get pretty frustrated with us.
So that was the catalyst of going, right, we're breaking this system, we need a change. Salesforce, it was miles ahead of any competitor.
We saw the way forward was adopting Agentforce, adopting AI, so that we can continue to scale up the business. Salesforce is a very powerful platform. All your customer data is in the one place. We came up with Growdy, and so Growdy, using Agentforce, lives on our website. So Growdy can talk to a customer, customers can upload photos, and we can look at how many tiles are there, are they cracked, what do the grout lines look like. All that's just assessed instantly it could take previously up to 2 or 3 business days to turn around a quote. Now what we're actually doing is we can do this within minutes. The Field Service mobile app is what our field service team use every day. It tells them where they need to go, who they're seeing, what they're doing, so they can do their job better.
Hi, how you going? James from the Graph Guy.
Salesforce has been a godsend. Everything is linked to its specific opportunity. With our AI in our cases, it takes a lot of the workload off of our schedulers.
One person in the office could support 25 people on the road while still providing, you know, fantastic quality of service that we want and expect out of our team.
Brad strolls in with his mullet and his Crocs on every day. So yeah, from the top down, he pretty much sets the standard of what's to be expected in the office. Everyone's here to do their job, but we all still have a good time whilst we're doing it.
We're all tradies at heart, but we're actually a technology company in a way because we can see that technology is the best way to help people. We can leverage it and we can focus on the stuff that we really like doing, which is interacting with people.
The growth to date without Salesforce would have been impossible. Moving forward, we want to accelerate that growth. We keep looking for the next thing, especially from a tech point of view. That's number one. Number two is global domination.
