Digital Success Manual - Summarising Top Learnings From Salesforce Live: Benelux to Turn Inspiration Into Everyday Actions
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Digital Success Manual Summarising Top Learnings From Salesforce Live: Benelux to Turn Inspiration Into Everyday Actions
Hello and welcome to the Digital Success Manual,
featuring the best of digital from Salesforce customers, partners, solutions experts
and community at large.
Now, Benelux is home to some of the most innovative companies in the world. Some are crafting truly differentiated customer experiences.
Others are setting the bar when it comes to uniting their teams everywhere. Many are showing us what it means to infuse doing good
throughout their business models.
In this manual, we inspire you with rare insight into the minds of accomplished Trailblazers at some of the most iconic organisations.
Read bite-sized snippets that enfold the recipe for success along four themes - Customer Experience, Employee Engagement, Data,
and Purpose-driven Business. To learn more, watch the Trailblazers share their insight in thought-provoking discussions with their peers.
Inspiration only goes this far. We know that what you care about is the ‘how’. For 15 common digital problems you face, our foremost
solution experts discuss the art-of-the-possible on Salesforce. Understand the top use cases you can solve with Salesforce and watch
these experts share the most innovative way to harness the full power of Salesforce.
We hope you find this manual inspiring and valuable. Thanks for your time!
Lien Ceulemans Michiel van Vlimmeren
Country Leader Belgium & Luxembourg Country Leader Netherlands
Salesforce Salesforce
2 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
Table of Content 1. Inspirational Quotes from Digital Trailblazers 1.1 Success From Anywhere 1.2 A Customer Experience Masterclass 1.3 Empower Employees Everywhere With Technology 1.4 Connect, Understand & Act on Your Data 1.5 Elevate Business as a Platform for Change 2. Practical How-to’s Around the 15 Most Pressing Digital Challenges 2.1 Build and Manage Your Pipeline From Anywhere 2.2 Professionalise and Reward Indirect Channel Partners 2.3 How to Engage, Manage and Mitigate Risk With Your Suppliers 2.4 Empower and Streamline Your Field Sales Organisation 2.5 Shift From Traditional B2B Sales to Digital Sales 2.6 Engage Customers From Anywhere in This All Digital World 2.7 Connect to Shoppers Anytime, Anywhere With B2C Commerce 2.8 Provide a Seamless Customer Experience From Anywhere 2.9 Deliver Trusted and Efficient Service in the Field 2.10 Unlock Data Driven Decision Making 2.11 Engage and Retain Your Human Capital 2.12 Optimise Your Business Banking Onboarding Process 2.13 SMB: Find, Win and Keep Your Customers 2.14 Drive Social Impact With Salesforce for Nonprofits 2.15 Get More Out of Your Salesforce Implementation 3 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
CHAPTER 1. Inspirational Quotes from Digital Trailblazers 4 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
1.1
Success From Anywhere
Wisdom From 2 Accomplished Leaders on Innovation in Times of Change
If the world didn’t fully understand the power of digital, the pandemic ensured we all got the message. The way we work and
live have changed dramatically. Organisations of all sizes, in all industries, had to find new ways to collaborate, connect to their
customers, manage employees and grow their business. In the opening episode of Salesforce Live: Benelux we heard how
accomplished leaders Elke Laeremans, CIO/COO at Torfs and André van Troost, CEO at Lely succeed from anywhere.
Connect from the heart Make employees part
of the digital solution
I think if there’s one thing that the past
year has shown us, it’s that it is crucial to Thanks to our digital innovation and the digital
keep a connection from the heart: to keep ambassadors we had in the shops, we were able
connecting with people, to keep on being to deliver from store during COVID lockdown.
yourself, helping others, wherever you can. We were able to have our shoes being picked up
And you can do that both personally and in store and that made our employees feel
on a business level. very proud because they then
became part of the solution.
Elke Laeremans
CIO/COO
Schoenen Torfs
Believe in your purpose Create customer ambassadors
You’ve got to stick to and believe in your Engagement with existing customers is very
purpose. Our purpose at Lely is to help the important because they are our ambassadors for
farmers feed the world. And that’s what’s new customers. Farmers tend to really trust each
getting us through these tough times. We other. They don’t necessarily trust big companies,
have to produce 50 to 60% more food but they trust each other. So, the better we look after
in 2050 to feed the growing population, our existing customers and the more we engage
and our purpose is to help our farmers with them, the more likely they are to show a love of
to do that. That’s what keeps us going our products and maybe even recommend our
and keeps us getting up out products to other farmers.
of bed every morning. Andre van Troost
CEO
Lely
WATCH DISCUSSION
5 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
1.2
A Customer Experience Masterclass
4 Essential Starting Points to Sell, Service & Connect With Customers at Scale
Customer experience is the supreme differentiator for businesses. Uncover 4 essential lessons discussed in the
Salesforce Transformation Talk Show from Daniel Gebler, CTO at Picnic, Marcel Krom, CIO at PostNL, and Richard Flint,
COO at HEMA, on how to deliver a seamless experience across Commerce, Service, and Marketing at scale.
Facilitate essential Co-create products and
building blocks services with customers
If you want to be in the digital game, You can think of a good product, but
then you have to build some building truly great products need iterations with
blocks which are essential to everyone. customers. Some first version may be better
For example, you need to have an and some may be not? What really matters
interfacing platform. And if you is how quickly and how many times you can
want to do experiments, then you iterated with your customers to get from
need discipline in how you do it. good to great. The process is neither hard nor
difficult, but requires discipline. Build your
Marcel Krom first version, turn it over to customers, collect
CIO feedback, build the next version, and then
PostNL repeat until you have a truly transformational
product and service experience.
Democratise your data
and trust your people
Balance speed of
delivery and reliability If you democratise your data, you need
to trust people because you make data
When you look at new customers available hoping that they will make the
and returning customers, they value Daniel Gebler right decision. And not every decision will
exactly the same criteria. And we’ve CTO be right, but as long as you have a structural
really tried to get that balance of Picnic way of feedback and retrospectives you
delivery speed - how quickly you get will learn from every experiment. What
your order - with reliability. And what did you expect? What did you learn?
that actually meant was taking our Run a structural retrospective to deeply
service promise back a day or two. understand why something worked out or
Richard Flint So not next day delivery, but next two why it didn’t. This will lead to organizational
COO days delivery, so customers can be growth and data driven evolution.
HEMA assured of when they’ll get it, especially
in the current environment. And that
really sent our NPS score forward.
WATCH DISCUSSION
6 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
1.3
Empower Employees Everywhere With Technology
4 Lessons for Any Company to Drive Best-in-Class Employee Experiences
In a digital-first world, the challenge is how to unleash the full potential of your teams regardless of where they are.
Three trailblazers - Marc Visser, CEO of hallo, Geertjan Woltjes, COO of Quooker, and Kartik Ranganath, Global Salesforce Delivery
Head of Shell - shared their successes in delivering a stellar employee experience in the Salesforce Transformation Talk Show.
Take in 4 valuable lessons for any company.
Every company will Putting the customer
be an IT company in the middle
In the future, every company, to a We don’t build applications for the sake of IT, but
certain extent, will be an IT company. we do it to meet a business outcome, with the
IT is such an important part of the customer right at the centre. For example, as we
business these days. So embracing are moving more towards a B2B and B2C Power
technology and really making it part of business, we realise that the same customer can
your survival strategy is key, because perhaps be found in the lubricants business or in
that’s what your competitors will do. the chemical business, and therefore it’s important
that we have the customer data right in the middle.
Marc Visser That way we can connect all those interactions and
CEO all the opportunities that the same customer has
hallo, with multiple lines of business. It’s key that we think
of integrated systems, rather than disparate systems.
It is very important that we keep the customer in
the middle and think about the bigger picture.
Empowering people to A culture of learning
make their own decisions and sharing
We have business intelligence Having a culture of learning and sharing is key.
dashboards - it’s quite common Technology stacks are evolving at a very, very
nowadays. We rolled it out in the last Kartik Ranganath fast rate, so we have invested significantly in
10 years. We provide our colleagues Global Salesforce Delivery Head building networks. We have something known as
with all the information that’s needed Salesforce CoE, Shell the business value network where we bring the
to make decisions. They can make business and the IT together as a community –
their own decisions based on the data it’s a sharing of knowledge between IT and the
from all different departments. It’s business, across multiple lines of business.
Geertjan Woltjes really efficient - we don’t have to rely on
COO managers to make decisions for other
Quooker people, they can make their own.
WATCH DISCUSSION
7 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
1.4
Connect, Understand & Act on Your Data
4 Insights How Data Drives Best-in-Class Customer and Employee Experiences
Customers demand personalised and connected experiences, however data is often disparate and disconnected. Three digital
trailblazers - Walter van Boven, Director Digital Solutions & Insights at Pon Automotive, Jeroen van Glabbeek, CEO at CM.com, and
Hendrik Isebaert, COO at Showpad - lead the way in harnessing data and unlocking valuable insights for their entire organisation.
We’ve unpacked how data drives best-in-class customer and employee experiences for these trailblazers.
Data in open platforms Marketing and sales uniting
across the value chain towards the same goals
It’s extremely important that we build We’re stepping away from measuring
the right digital architecture with open whether it’s marketing or sales that
platforms. We are using Salesforce have a specific impact, because what
as an open platform to collect data, we’re seeing is that practically every
but also to share the data throughout sales cycle requires a close
our value chain. We are in a complex collaboration of both.
value chain with dealerships, with
ourselves as a wholesaler, but also
Walter Van Boven with factories. And it is critical
Director Digital Solutions & Insights Marketing is becoming
that the customer data
Pon Automotive
flows through it. the new sales
Marketing is becoming the new
sales, and you have to educate
your customer in that way, but then
Data-driven decisions in Hendrik Isebaert also really understand and identify
Research & Development COO when they’re ready to buy, and
Showpad when they’re evaluating. Through
We have three main areas of investment Salesforce, we’ve been able to provide
and they all involve data-driven insights to our account executives,
decisions. One is in R&D, for example customer-facing teams, to really treat
- all our software developers work on those customers with a white glove
the future of a platform and they have treatment once we identify them.
to make many decisions on what to do,
and on how to prioritise things. And we
really work to make that data-driven.
Jeroen van Glabbeek It means we make well-informed
CEO decisions.
CM.com
WATCH DISCUSSION
8 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
1.5
Elevate Business as a Platform for Change
4 Inspirational Quotes From Purpose-Driven Business Leaders
Business isn’t just about revenue and shareholders. Today’s businesses must have a purpose beyond profit,
as we can all make a difference especially if we join forces. Martine Tempels, EVP at Telenet, Chairman at CoderDojo,
and Board Member at STEM, Ruben Nieuwenhuis, Managing Partner at TechGrounds, and Rens Van Haute, Co-founder at Bolt Energie,
shared their insights in the Salesforce Transformation Talk Show on how purpose-driven business can truly serve society.
Build a business Focus on education
around a purpose to fill skills gaps
As employers we have to find a
Building a business around a
solution to the skills scarcity, and
purpose really helps you motivate
we can do that in the following way:
your employees and helps your
to be active earlier when it comes
customers connect to your brand in
to people being educated.
a way that’s more meaningful than
your product and service offerings.
Jennifer Eversen Ruben Nieuwenhuis
Professional Services Leader Managing Partner
Northern Europe, Salesforce TechGrounds
Profitability and sustainability
Digital skills are can go hand in hand
essential for everyone Profitability and sustainability can go hand
in hand, obviously. I think it’s even stronger
Every profession has a digital aspect
if your mission is sustainable and you’re
and it’s not only in the tech world -
making profit. Then you can turn your
every aspect of society is connected
profit into extra investments to have an
to digital. So for me, it should be
even bigger impact on sustainability. And
a basic skill for everybody.
even better, show your competitors that
actually sustainability is the right way to go.
Martine Tempels Rens Van Haute
EVP, Telenet Co-founder
Chairman, CoderDojo Bolt Energie
Board Member, STEM WATCH DISCUSSION
9 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
CHAPTER 2. Practical How-to’s Around the 15 Most Pressing Digital Challenges 10 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL
2.1
Build and Manage Your Pipeline
from Anywhere
Why?
Drive more revenue by increasing sales rep productivity, targeting the right prospects,
and growing your existing customer base from anywhere.
How?
Manage leads more effectively. Monitor pipeline more accurately. Automate administrative tasks,
and close more deals faster with the world’s leading growth platform for digital sales.
Leverage AI to see prospect behaviour scores, indicating whether they
are ready to buy based on past and current engagement.
Define tailored customer journeys on the basis of qualifying values or
customer behaviours like email opens, form fills, and more.
Plan efficient and ensure safe in-person sales visits with Salesforce Maps, providing
sales reps with as little time on the road and as much time on building relationships.
Help sales reps work efficiently by giving them insights into prospect interactions with
recent marketing assets or Einstein Lead Score indicating the likeliness they will convert.
Get quotes to customers quickly by leveraging suggested product bundles,
using pre-set pricing models, and speedy discount approval flows.
WATCH THE DEMO LIBRARY
11 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.2
Professionalise and Reward Your
Indirect Channel Partners
Why?
Professionalise your indirect channel operations, grow your mutual business and turn them into loyal partners for life.
How?
With Salesforce Partner Relationship Management you can create loyal partners and build strategic relationships with them.
Get easy access to the most important data to run your channel business
like partner health metrics and partner prospecting information.
Reward partners with comprehensive loyalty programs consisting out of benefits
that are relevant to them (vouchers, training, discounts, and more).
Use dashboards to look at partner engagement, revenue per loyalty program,
and top performing products.
Set up self-service partner portals for smooth onboarding, training
recommendations, and frictionless experiences.
Win more customers together with the campaign marketplace including
co-marketing activities such as events, campaigns, and emails.
Set up tactical rebate programs, on top of loyalty programs, to steer partners
with monetary payouts on certain products, regions or members.
WATCH THE DEMO LIBRARY
12 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.3
How to Engage, Manage and Mitigate Risk
With Your Suppliers
Why?
Get more control of your supply chain with a supplier 360 view and improved
processes for supplier risk assessment and onboarding.
How?
With Salesforce Supplier Relationship Management (SRM) you get a 360 view of
the procurement and supplier engagement lifecycle at all levels.
Insights into compliance issues with suppliers and risk warnings are visible to anyone
with the right permission, enabling them to take the right action and mitigate risk.
Easily find alternative suppliers with the help of supplier performance metrics,
making it possible to compare them to other suppliers and market benchmarks.
Do more extensive risk assessments by setting permissions for stakeholders
to see valuable information and set their own performance scores.
Set KPIs and improve the way you work with suppliers by asking them for feedback.
WATCH THE DEMO LIBRARY
13 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.4
Empower and Streamline Your
Field Sales Organisation
Why?
Improve your territory planning and make your field sales organisation more productive.
How?
With Salesforce you can plan, incent, execute and service B2B customers to drive business growth.
Use AI recommendations to select outlets to visit based on store compliance issues, stock shortage,
upcoming promotions, and more.
Empower channel partners with seamless collaborative experiences by providing a
retail execution app including maps functionality and task recommendations.
Incentivise channel parters with loyalty rewards for specific tasks, product or areas.
Optimise field execution by sending out route information based on
volume sold by retailer, open out of stock tickets, and more.
WATCH THE DEMO LIBRARY
14 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.5
Shift From Traditional B2B Sales
to Digital Sales
Why?
Digitise B2B ordering and grow your business faster than ever.
How?
Sell to your customers through B2B portals and provide a consumer like experience to B2B customers
through self-serve, auto-reordering and more with Salesforce B2B Commerce.
Build customised storefronts including interactions, order history, and learning articles
tailored to a specific customer.
Go for B2C like experiences with product pages including product
information and specifications, related documents, pricing tiers,
and suggested product recommendations.
Ensure a smooth check out based on Salesforce flows,
auto-filling delivery and payment methods.
Offer self-service with a variation of permission
rights for customers, order history with orders placed
via other channels, and more.
WATCH THE DEMO LIBRARY
15 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.6
Engage Customers From Anywhere
in this All Digital World
Why?
Get acquainted as a marketer with consumers, understand habits and behaviours
to better adapt the journey, and build lasting relationships.
How?
With Customer 360 Audiences you can flexibly capture and process data to support tasks such as building a
golden customer record, creating segments, and enriching customer data with propensity models.
Connect siloed customer data from all different sources (other Salesforce products, data packages or file
uploads), and stitch data attributes into a persistent customer profile.
Segment and personalise using customer data from all sources, including demographics,
engagement history, and transactional data.
Use Data Mapping to map individual fields from a given data source to a chosen object with an
easy visual mapping experience, preparing it for segmentation and insights.
Leverage easy drag-and-drop tools that will enable anyone to segment data and personalise
tasks like activating certain audiences or marketing to high-value customers.
Build personalised customer journeys and send out personalised communications
to audiences that were pulled from Customer 360 Audiences.
WATCH THE DEMO LIBRARY
16 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.7
Connect to Shoppers Anytime, Anywhere
With B2C Commerce
Why?
Delight B2C customers with a personalised shopping experience, a seamless checkout
and delivery process and turn them in loyal customers for life.
How?
With Salesforce Commerce Cloud you bring a unified experience to shoppers and grow your online business faster.
Delight customers at every touchpoint, when adding products to a whislisht on mobile, visiting the wishlist later
on desktop, adding items to the basket, and visiting the store to make the final purchase.
Introduce tier-based loyalty programs that segment customers into categories, allowing personalised
content, price promotions, marketing actions, and a personal customer service approach.
Enjoy innovation and the newest features over night without having to re-implement the platform.
Increase ticket or basket values by leveraging product recommendations
powered by Einstein, Salesforce’s Artificial Intelligence.
Secure online performances during busy periods such as Black Friday, by
the auto scaling capabilities of the Salesforce platform.
Easily handle complex processes, cut down costs, and up your performance,
by dynamically routing orders and fulfilling from the best possible location
with Salesforce Order Management.
WATCH THE DEMO LIBRARY
17 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.8
Provide a Seamless Customer Experience
From Anywhere
Why?
Help your service teams work faster and delight your customers on any channel, at any time and from anywhere.
How?
With Service Cloud Voice, your telephony is now one with your Salesforce CRM.
Give customers better experiences, boost agent productivity, and ensure enhanced visibility
for supervisors across all channels, driven by AI insights on an intuitive console.
Support customers through their preferred channels, whether it’s
WhatsApp, chat, phone, email or Facebook Messenger.
Leverage natural language to understand the intent of customers on the phone and route
them to the right agent based on their availability and skills.
Easily create cases by inbound calls through Service Cloud Voice with all
customer information and interactions at hand in one central place.
Empower service agents with case management including entitlements, email
templates, and guide interactions such as appointment booking.
Enhance service agent productivity with real-time generated
next best actions powered by Artificial Intelligence.
WATCH THE DEMO LIBRARY
18 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.9
Deliver Trusted and
Efficient Service in the Field
Why?
Provide field service employees and dispatchers the tools they need to reduce the
number of in-person visits and work more efficiently and quickly.
How?
Increase productivity, online and offline, with field service built for anything. Schedule seamlessly,
reduce costs, and improve efficiency with Salesforce Field Service, all integrated with Salesforce CRM.
Learn how Capgemini delivered efficient field operations with Salesforce Field Service
at Fujifilm Medical and JLG Industries.
Redefine the future of field service with the latest innovations on the Salesforce
platform like Visual Remote Assistant and Appointment Assistant.
Engage with customers and empower employees to deliver safe and excellent service from anywhere
with real-time, visual support with Visual Remote Assistant.
Help customers prepare for a visit by providing visibility into
a mobile worker’s details and arrival time
with Appointment Assistant.
WATCH THE DEMO LIBRARY
19 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.10
Unlock Data Driven
Decision Making
Why?
Empower everyone in your organisation to make data-driven decisions.
How?
The more you know, the better you grow. Integrate all your data, inside and outside your CRM. Automate tasks
and provide suggested next actions. Make data-driven decision easy with real-time analytics and data visualisations.
Leverage reusable APIs, pre-built connectors, and integration templates
to easily access and unlock all your data.
Empower everyone in your organisation to see, understand, and analyse all
your data to make better decisions faster.
Ensure data is reliable, up-to-date, and aligns to your latest security,
governance, and compliance standards, at scale.
Transform insights into action in the flow of analysis without
switching apps, and automate next best actions.
WATCH THE DEMO LIBRARY
20 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.11
Engage and Retain Your Human Capital
Why?
COVID-19 has accelerated the future of work. In order to design an employee experience that is sustainable
and future-proof, we need to look at a technology ecosystem that empowers employees, support productivity
and enable working from anywhere.
How?
Salesforce helps you build the technology ecosystem that you need to get your organisation ready for the future of work.
Offer your employees a central hub with tools and resources they need to work from anywhere, including
their favourite apps, ways to collaborate with colleagues, company communications, surveys, and more.
Empower your employees through endless training possibilities with myTrailhead, the
digital skilling platform. Offer them the right content at the right time to learn
in a fun and rewarding way.
Offer your employees self-service options to solve issues themselves
through quick and hands-on resources and support.
Enhance employee and agent experience with active troubleshooting and workflow
management, routing cases based on priority and giving 100% visibility and control.
WATCH THE DEMO LIBRARY
21 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.12
Optimise Your Business Banking
Onboarding Process
Why?
Financial institutions falling short of the expected standards in Know Your Customer (KYC) can face
lower productivity with increased re-work, poor client experience and reputational harm.
How?
Know Your Customer (KYC) is a key component of business banking onboarding to identify the customer identity
and is essential for compliant journeys. With Salesforce Financial Services Cloud and an integrated KYC,
you offer customers optimised and seamless experiences.
Gain relevant insights with a 360-degree view of customers,
supporting bankers and advisors.
Increase transparency of the onboarding process by eliminating
overlapping processes and departmental silos.
Improve communication between departments for seamless
customer engagement and experiences.
Empower customers with self-service capabilities to
manage requests and documents, and engage with experts.
WATCH THE DEMO LIBRARY
22 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.13
SMB: Find, Win and Keep Your Customers
Why?
Engaging with your customers in relevant, meaningful ways is key to growing your business.
This means you have to invest in customisable business applications that grow with you.
How?
Explore Customer Relationship Management for your growing business. With Salesforce you unite your teams
around a single view of the customer across sales, service, marketing, and more, helping you
drive customer loyalty and satisfaction.
See pipeline, campaign, and engagement metrics on a single screen and drill down
further in each of these metrics to see and measure marketing impact.
Gain relevant insights into how interested prospects are related to the actions they have undertaken,
and how well they fit your set criteria.
Integrate data from third party systems for a complete overview of your customer and
closely collaborate with colleagues and partners.
With lead prioritisation by Pardot, sales reps can reach out to the hottest leads,
and build and maintain a healthy pipeline.
Scale customer support with self-service capabilities through customer
portals for quick problem solving, guided processes for
frequently asked questions, and chatbots.
WATCH THE DEMO LIBRARY
23 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.14
Drive Social Impact With Salesforce
for Nonprofits
Why?
There is a fundamental gap between the rate that key problems in the world are escalating and the capacity of the
non-profit sector to respond. To answer today’s world challenges and expand impact, Nonprofits
need to become connected organisations that put people first.
How?
Reinvent communications and accelerate meaningful connections that matter to your business by empowering
support agents in contact centres with relevant data to better serve customers.
Capture all customer interactions and generate them as tasks for support agents in the contact centre.
Enable call recording, call analysis, and keyword identification to categorise
customer behaviour, like risks, with the conversation analyser.
Provide prioritised routine to automatically direct in-coming calls to the right
agent and provide customer context based on any object in Salesforce
like customer details, open case, and more.
Escalate customer conversations to video calls
in the Vonage contact centre.
WATCH THE DEMO LIBRARY
24 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUAL2.15
Get More Out of Your Salesforce
Implementation
Why?
Whether you are starting your Salesforce implementation, looking to give it an acceleration boost or
working to improve your existing Org, key elements need to be considered to make it a success.
How?
Salesforce Success Cloud can help you achieve a succesful implementation and deliver value with Salesforce.
Demo 1: Unlock Business Value and enable your teams with the Salesforce Success resources:
Expert coaching sessions and 200+ targeted outcome-driven engagements to take your success to the next level.
Trailhead Virtual Bootcamp to enable your own professionals with certification paths.
24x7 monitoring, annual technical review, technical account management, early warnings,
and remediations with the signature success plan.
Demo 2: Increase the performance and stability of existing large-scale Salesforce Orgs
with KPI-driven improvements.
Monitor your Orgs with a focus on stability and availability.
Create KPI’s and reserve 10% to 15% of your time sprints to
solve issues as nonfunctional requirements.
Use code instead of configurate for heavy objects.
Make conscious pattern decisions for your integrations to avoid copies
of the first integration created in your Org.
25 | SALESFORCE LIVE: BENELUX 2021 | DIGITAL SUCCESS MANUALDemo 3: Deliver successful projects with simple processes and measurable business requirements.
70 percent of projects fail because of employee resistance, inadequate sponsorship, and unrealistic expectations.
Re-evaluate business requirements on a regular basis to ensure stakeholders needs are being met.
Keep your implementation as simple as possible. This will result in easier maintenance and higher adoption.
Demo 4: Leverage Agile, DevOps and a Salesforce Centre of Excellence as the engine
for a successful Salesforce implementation.
DevOps are pivotal to bring business value and maintain it.
The success of DevOps lies in stable environments, consistent (automated) build and test process, and happy releases.
Monitoring provides crucial information that ensures service uptime and optimal performance for users.
Value comes with a continuous focus on people. Use Analytics, AI, collaboration features and role modelling to boost adoption.
WATCH THE DEMO LIBRARY
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Digital Success Manual Summarizing Top Learnings from SALESFORCE LIVE: BENELUX Turn inspiration into Everyday Actions
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