In October, Salesforce premiered its new industry-specific clouds built on the Customer 360 platform at the Salesforce Industries Summit. The summit featured discussions, “Ask the Experts” sessions, and success stories about brands embracing digital-first solutions to adapt and serve customers amidst a global pandemic.
While the digital transformation for these industries was already occurring before 2020, the ensuing events accelerated the need for brands to quickly stand up digital tools and systems to meet the needs of their customers.
To learn how the new Salesforce industry clouds are helping brands do that, I watched one episode from each of the summit channels to provide a few key takeaways below.
Fast track digital transformation with Communications Cloud
Before we get into the industry-specific sessions, I wanted to explain how Salesforce helps brands accelerate digital transformation.
Communications Cloud allows brands to fast track their digital transformation with hundreds of pre-built industry processes, product models, integrations, and user templates. It effectively delivers engaging customer experiences at scale with personalized offers and experiences on the channel or device of your choice.
With Communications Cloud, brands also can accelerate their time to value with the ability to quickly launch customer-service offers, capture accurate quotes and orders, and author, negotiate and execute contracts. By moving away from siloed systems, brands can deliver unparalleled agility with industry-standard modular cloud applications built natively on Salesforce.
I chose to kick off the Salesforce Industries Summit in the communications channel with a digital transformation fireside chat with Telecom Argentina.
As the leading B2B and B2C telecommunications company in Argentina, Telecom Argentina sought to improve the reason for its leadership in the telecommunications industry and provide the best services, products, and customer experiences. The brand invested in network information, consolidation of information, and a strategic mindset change, working to simplify and digitize processes for its sales, commerce, and service reps.
By transforming its digital solutions with Salesforce, Telecom Argentina improved the customer experience for 19 million subscribers. Watch the session.
Healthcare & life sciences channel
In the healthcare and life sciences channel, I learned about the reimagining of virtual health visits and patient experience during the COVID-19 pandemic.
Through the digitization of the health and life sciences industry, doctors and healthcare providers are focusing on providing personalized patient experiences. The three key areas that require an integrated strategy for long-term success are engagement, adherence, and outcomes. Salesforce Health Cloud provides a holistic patient view (single source of truth), scaled contact-center support, proactive engagement with the community, and the ability to connect with patients anywhere. As a result, healthcare providers are simplifying access to care for all patients. Check out the channel.
Financial services channel
As a former bank employee, I enjoyed checking out the financial services channel and watching the agile banking solutions webinar.
The session featured First Interstate Bank and its response to the changing trends in mobile and digital banking, coupled with the need for contactless interaction in 2020 both externally and internally between teams. Using Financial Services Cloud, First Interstate Bank created a consistent, seamless experience across channels. After implementing in 2019, the Salesforce tools and digital-first strategy helped the bank navigate COVID-19 to approve $1.2 billion for clients across six states. View the session.
The media channel at the Salesforce Industries Summit provided a look at growing customer lifetime value using frictionless experiences and featured The MultiChoice Group.
The MultiChoice Group is Africa’s leading entertainment company, providing content from all over the world to 50 countries, each with a unique economy, culture, macroeconomics, and customer behaviors. Using Vlocity and Salesforce, the brand simplified the customer and employee experiences to deliver content wherever its customers were—meeting them in the moments that matter most. Visit the media channel.
In the manufacturing channel, I learned how brands are using analytics to drive unique opportunities with Salesforce Customer 360.
Both Saint-Gobain and GE leveraged the Salesforce Manufacturing Cloud to digitize processes, embrace a single view of the customer, and analyze the data to activate across marketing and sales initiatives. Some of the tactics they used drove user adoption, provided more time back to employees, and tracked sales leads for improved communications. Watch the session.
Energy and utilities channel
I was curious to learn about the new Energy and Utilities Cloud due to DEG’s work with Evergy (formerly Kansas City Power & Light and Westar Energy).
The new cloud combines Salesforce and Vlocity into a single platform that allows companies to reinvent the customer experience in the age of digital utility, gain customer insights and data to create highly valued customer relationships, and adopt technology to reimagine utility and customer engagement. Through the digitization of the customer journey, energy and utility companies can focus on transforming the customer experience beyond replacing the CRM call center and using the data of customer behavior across a variety of channels, including social media, web, and mobile. Check out the energy and utilities channel.
Retail and consumer goods channel
DEG is both a PepsiCo and Salesforce partner, so I had to tune into the PepsiCo session in the retail and consumer goods channel.
Dan Moisan, chief commercial officer at PepsiCo Latin America, shared how PepsiCo used Salesforce to know its consumers more deeply and provide its 25,000 route sales representatives with the tools needed to provide valuable experiences across Latin America. With a fully agile approach to digital transformation, PepsiCo launched capabilities in phases to get feedback, update, and add new capabilities for improvement. View the session.
Education and nonprofit channels
Neither the education channel nor nonprofit channel offered on-demand videos, but rather provided additional learning materials for organizations striving to adapt to the ever-changing digital engagement environment. Check out the recorded demos, case studies, and guides in the links above to learn more.
Building innovative digital solutions for brands everywhere
As a Platinum Salesforce Consulting Partner, DEG is one of the largest and most experienced Salesforce implementation and digital marketing partners. For years we’ve helped national and global brands leverage the Salesforce ecosystem of tools to create digital experiences that grow their business and lasting customer relationships.
If you’re looking to go digital fast with Salesforce, let’s chat about the best path forward for you and your customers.