Slalom recognized as Salesforce's 2027 Partner of the Year for work with Pets at Home

SEATTLE – September 10, 2026 - Slalom, the fiercely human business and technology consulting company, has been named Salesforce's 2027 Partner of the Year for Systems of Agency, recognizing its work with Pets at Home, the UK's leading pet care business, to transform customer and colleague experiences with Agentforce.

The award highlights Slalom's role in helping Pets at Home enhance customer support across its connected ecosystem of veterinary services, retail experiences, grooming, subscriptions, and digital channels. Together, the organizations implemented Agentforce to streamline service operations, improve access to information for frontline teams, and create more responsive experiences for pet owners. On its first full day in production, the Pets at Home agent reduced inbound case volume by approximately 30%, a decrease from around 1,300 typical daily cases down to 900, while customer satisfaction remained above target.

Working alongside Salesforce, Slalom helped embed AI-powered capabilities into customer service workflows, enabling teams to resolve inquiries more efficiently while focusing more time on high-value customer interactions. The result is a more connected support experience for customers and colleagues alike. Agentforce had been generally available for less than 18 months when this project began, and production headless deployments supporting both anonymous and authenticated journeys were still uncommon in the ecosystem. Slalom delivered a live, decision-making, headless agent in a complex retail environment, providing immediate business value. The customer service team reported that the solution was performing better than expected.

The recognition also reflects the strength of the longstanding relationship between Salesforce and Slalom. As Salesforce's first strategic systems integrator partner for Data Cloud and AI, Slalom helps organizations translate advances in data, artificial intelligence, and Agentforce into practical business outcomes. Through deep industry expertise, cloud-native delivery, and a fiercely human approach to consulting, Slalom works with customers to modernize operations, improve experiences, and create lasting business value.

“Pets at Home is an example of deep collaboration across domains to deliver a first of its kind, complex and unique headless solution. And our learning informed pattern standards that persist”, said Sarah Duffy, Head of Enterprise Applications at Slalom. “The agent helps customers get what they need faster while preserving the care and judgment that an elevated service experience requires. On the first full day in production, inbound cases dropped by approximately 30% while customer satisfaction remained above target. The positive impact to the Customers and employees of Pets at Home is significant. It’s what we mean when we say fiercely human consulting. I’m so proud of Slalom’s long-time partnership with the team at Pets at Home and honored that Salesforce has recognized what we accomplished together.”

As organizations look for ways to move beyond experimentation and realize measurable value from AI investments, the Pets at Home engagement demonstrates how AI can be integrated into day-to-day operations to support employees, improve customer experiences, and drive business results. By combining Salesforce's Agentforce platform with deep operational and industry expertise, Slalom helps organizations create sustainable value through technology that works in service of people and outcomes.

The Salesforce Partner of the Year award recognizes partners that deliver exceptional customer outcomes, innovative Agentforce implementations, and meaningful business transformation. Through its collaboration with Pets at Home, Slalom demonstrated how organizations can use AI to create more seamless experiences while delivering measurable business impact.

Slalom will celebrate the recognition at Dreamforce 2026, where it is participating as an Innovation Sponsor. During the event, Slalom leaders and industry experts will share perspectives on Agentforce, Data Cloud, the agentic enterprise, customer experience transformation, the future of CRM, and industry-specific applications of AI.