Accell
“Website visitors don't have to wait for office hours to get help anymore. That also means our support teams spend less time clearing queues of repetitive questions and more time solving complex customer issues.”
Anna Sotnichenko
Manager Digital Excellence
One AI agent for 9 brands across 4 languages
Accell runs 16 brand websites across four languages. Visitors asked questions about products, service and technical specifications. Each website operated independently, with no shared support layer.
Enehano deployed a single AI agent across all 16 websites, built on Salesforce Agentforce and Data Cloud. At the start of every chat, the agent detects the brand, language and currency automatically. It pulls answers from three sources: a bike catalog with around 300 attributes per model, FAQ articles and a 280 page user manual.
When the agent cannot resolve a case, it creates a structured ticket with a full conversation summary and routes it to the right team via OmniChannel. The team picks up the case with full context and no blank tickets.
Accell needed a partner with Agentforce experience in manufacturing. Enehano delivered the full architecture in one team: Data Cloud for product data management, Service Cloud for case handling, and Agentforce as the conversational layer.
87 % of queries resolved autonomously by the AI agent
16 websites across 9 brands in 4 languages
5 months from kick-off to go-live
“We needed one agent for nine brands and four languages, connected to our product data. Enehano built and delivered the full solution on Salesforce in five months.”
Anna Sotnichenko
Manager Digital Excellence
Key benefits
Agent on every brand website
Runs as an embedded chat on all 16 websites. Visitors start a conversation directly from the page – no login or registration required.
Right language, automatically
The agent responds in the language of the website the visitor comes from, regardless of the language they type in.
Market-specific pricing
Pulls from the PIM database with around 300 attributes per model and shows specifications and prices for the visitor’s country and currency.
Always up to date
FAQ articles are updated as needed, PIM data every week. The agent always works with current specifications and prices .
Escalation with full context
Unresolved cases go to the human team as structured tickets with a conversation summary, assigned queue and case type.
Automatic case classification
The agent classifies the case type and writes it to CRM. The operator takes over a pre-filled case – no manual categorisation .
Increasing conversion rates and ROI
Using Salesforce and Next Best Offer logic in campaigns leads to a demonstrable increase in return on marketing investment.
Rapid adoption of solutions and development of competencies
Thanks to comprehensive onboarding and user training, the GČP internal team is able to independently manage and develop personalization scenarios.
About Accell
Accell is a leading pan-European bicycle company with more than 120 years of bike-making expertise. With a strong portfolio of heritage and innovation brands, an integrated Parts & Accessories business, and deep R&D and design capabilities, Accell serves riders across every segment – from urban commuters to families, sports enthusiasts, and leisure cyclists.
Headquarters
Amsterdam, Netherlands
Industry
Manufacturing
Retailers
23,000+
Salesforce products
Agentforce, Service Cloud, Data Cloud
Website
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Consultation with the expert
Discuss your specific needs with our expert and learn more about our approach to projects.
Martijn Potman
Territory manager Netherlands
