Fossil, headquartered in Richardson, TX, is a retailer that designs, manufactures, and distributes lifestyle accessories, including watches, handbags, jewelry, small leather goods, and wearables.
Use Cases
Frequently Asked Questions
Order Management
Return / Repair Management
Expected Outcomes
Project Status
RCG
Enterprise
Service Agent
Key Contacts
Burt Barnes (Core AE)
Tom Hebner (VP, Agentforce)
Updated: 4/11/25 | This document contains confidential information and is intended solely for the viewership of Salesforce employees.
Initial launch date: 2/28/2025
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Fossil, headquartered in Richardson, TX, is a retailer that designs, manufactures, and distributes lifestyle accessories, including watches, handbags, jewelry, small leather goods, and wearables.
RCG
Service Agent
Salesforce Facing Only
Deflection expected to double!
The Agentforce Save Program in Action: How NeuraFlash Helped Fossil Excel
The Challenge
Fossil had previously built their Einstein Bot without an SI, however when they attempted to do the same with their new Agentforce Service Agent chatbot, their users had a poor experience, leading Fossil to consider turning it off and stop their investment altogether. The Fossil team initially collaborated with Salesforce Professional Services, but recognized the opportunity to bring in a specialized partner to enhance outcomes and achieve the results Fossil was looking for.
The Solution
The result is a fully conversational Agentforce Service Agent that will handle 7+ use cases - delivering personalized service, answering FAQs, providing tailored product recommendations, and more. Overall, this solution will drive deflection and boost sales on their site, all while elevating the customer experience.
The NeuraFlash Difference
The NeuraFlash Save Program is the perfect approach for Fossil, as it was designed to fix our customers’ underperforming Agentforce projects, unlock the investment’s potential, and rebuild their confidence in the platform. As the only partner with a dedicated Conversational Design Team, NeuraFlash was the ideal choice to deliver fully conversational, engaging experiences tailored to Fossil’s unique needs.
Win Highlight
Products Deploying:
Agentforce Service Agent