MuleSoft Digital CONNECT 2020 Highlights – Part 1

MuleSoft Digital CONNECT 2020 Highlights

Whether you’re new to MuleSoft® or a long-time customer, they delivered a packed agenda of inspiring and educational content for its MuleSoft Digital CONNECT conference. From learning how others in IT are leading through change, hearing insights from CIOs, architects, and developers across industries, and learning the latest on new product releases and upcoming innovation, there was something for everybody.

And in case you missed the sessions, the Ad Victoriam team captured some of the highlights and we’re thrilled to present them to you in our Part 1 below. You can read Part 2 here.

Keynote Highlights

With a theme centered around “Creating Connected Experiences Faster,” the MuleSoft Digital CONNECT for 2020 keynote had CMO Lindsey Irvine kick things off by talking about the global response to the COVID-19 pandemic, the focus on empowering your workforce, and she announced that MuleSoft was making a donation to the WHO (World Health Organization) COVID-19 Response Fund for every CONNECT attendee – up to $15,000.

Next, MuleSoft Founder Ross Mason (pictured, below) talked about innovating for the new normal by proclaiming, “All at once, here comes everybody (sales, marketing, customer service, support) – anyone who needs access to information needs access to it now and your organization – especially IT – needs to figure out how to unlock those digital assets and enable your people.”

He added a quote he’s recently taken a liking to: “When we go back to normal, normal isn’t going to be what it was like before.” He then outlined three challenges for companies in the “new normal”:

1. IT needs to become more “self-service.”
2. Remote workers need to get access to digital capabilities without help from IT.
3. Companies need a new model for innovation.

MuleSoft Founder Ross Mason - Digital is Now Imperative; You Need to Act fast

In addition, SVP of Product, Shaun Clowes, among other things, showcased how their Anypoint Platform makes application networks possible and also talked about three areas of key product investment for MuleSoft in the past year to help customers become more responsive, efficient, and resilient right now:

1. Global Marketplace for APIs and integrations partnerships
2. Developer Productivity (Accelerators, tutorials & docs, Knowledge Hub)
3. Expert Community (60 countries, 126 groups, 30,000 members)

The keynote wrapped with singer/songwriter John Legend performing solo on a piano from his home.

The Sessions

Session: Delivering Innovation Online and In-Stores with AnyPoint Platform

Highlights: Enabling omnichannel experiences with MuleSoft and Salesforce improves shopper engagement in several ways:

1. Connect Commerce Anywhere: Easily integrate eCommerce systems to core systems such as ERP, OMS, and POS with out-of-the-box connectors and integration templates.
2. Establish Omnichannel Connectivity: Deliver a consistent experience across all channels by enabling teams to self-serve from a repository of reusable APIs.
3. Scale Your Operations Resiliently: Operate on a secure and stable platform with 99.99% uptime that adapts to unpredictable traffic spikes.

Benefits to MuleSoft Users: Retailers can leverage an API-led porch to rapidly connect their front- and back-end applications that underpin their omnichannel initiatives. In addition, MuleSoft’s new Accelerator for Salesforce Commerce Cloud jumpstarts commerce projects three-times faster.

MuleSoft - Businesses Must Respond, Fast


Session: Anypoint Platform 101: Building APIs and Integrations on Anypoint Platform

Highlights: With Anypoint Platform you can:

1. Real-time view of orders
2. Unlock order data using system APIs that integrate data into Salesforce
3. Accelerate API development (fast to start, faster over time)

Benefits to MuleSoft Users: Anypoint Platform offers users the ability to build integrations faster with its easy-to-use drag and drop builder. You can also re-use existing APIs without coding, take advantage of simplified re-usable connections, and transform data with ease.

Benefits of MuleSoft's Anypoint Platform


Session: How to Measure the Value of Integration

Highlights: The Value of Integration

1. The only question that matters: Are we delivering value? Example: Using Anypoint Platform, API-led, and C4E your company saved XX hours of project and maintenance work over X years, saving $X in cost.
2. In today’s digital world it’s critical that you get integration right.
3. Organizations need to meet the demand for digital experiences to solve three fundamentals: Ensure business continuity; Empower their digital workforce with new ways of working; Use technology to power your transformation.

Benefits to MuleSoft Users: 1. Reducing costs (helping customers use fewer resources). 2. Improving productivity (doing more with the same people). 3. Increase revenue (bringing projects to market faster).

MuleSoft's Catalyst Methodology is Centered Around 3 Core Pillars


Session: A Prescriptive Approach to Leading Organizations Through Change

Highlights:

1. Achieving outcomes – a three-pronged approach for success (overcome challenges IT Face) – Outcome Driven, Timely Delivery, and Stakeholder Alignment.
2. Their approach to this: align with business outcomes, enabling org to achieve those outcomes, and delivering technology to begin building while also investing in a platform to drive longer-term value.
3. How to Achieve the Three Outcomes:

  • Business Outcomes. Making sure to have clear business objectives with KPIs, and key stakeholders onboard who are aligned around those KPIs.
  • Organizational Enablement. Effectively use the Anypoint Platform to achieve the defined business outcomes.
  • Technology Delivery. Being able to build right away, address that initial use case while investing in a platform to achieve longer-term value. This is referred to as balanced deployment – do this all at once.

Benefits to MuleSoft Users: Most tech companies don’t focus on all of this at once and they may fail. MuleSoft Catalyst helps projects be successful by supplying outcome-driven methodology, assets, and implementation. Their technical assets and implementation assistants – including API templates and industry accelerators – are all downloadable to make the project go faster. From planning for success to establishing a foundation to measuring impact. MuleSoft Catalyst Knowledge Hub also offers design guides, playbooks, and more – all based on best practices in the self-service portal.

What is MuleSoft Catalyst?


Session: Choosing the Right Business Model

Highlights:

Choosing the right business model begins with
1. Design an effective product for the client – the best way is to identify the business model. 2020 connectivity benchmark report- lots of info – SEE API BENEFITS – great stats.
2. How APIs and bus models interact
API business models, how APIs and Business Models interact, focuses on the business value.

Recipe for a business model – create, deliver, and capture value. APIs are the value exchange in the digital economy. The value exchange process is the real power of API. The business creates and delivers solutions that solve customers’ problems. It’s the product that solves problems which is the essence of the value exchange – from the business to the customer. Then the customer exchanges value (pays the business).

Benefits to MuleSoft Users: APIs are the value exchange in the digital economy – they get the data in the hands of those who need it affecting all areas of business and helps get people up and running faster.

MuleSoft - The Value of Exchange


Session: Unlock the Back Office with MuleSoft and Salesforce

Highlights:

1. Integrated data impacts the entire org – not just sales.
2. There are 900+ connected applications, with only 29% of those applications connected. As a result, many orgs turn to custom code which works quickly, but it’s hard to scale, difficult to maintain and strains IT.
3. Pains of disconnected systems – synchronization, lower productivity, incomplete reporting, and poor user experience. In addition to a primary pain point, ERPs connectivity as they are the backbone of businesses.

Benefits to MuleSoft Users: Solving this issue with front and back-office data sync to Salesforce so processes are then automated across systems. MuleSoft provides more than 200 integration templates for 5x faster integration. And also supports integration outside of Salesforce.

MuleSoft - Traditional Integration Approaches Can't Keep Up

As a certified MuleSoft Anypoint and Salesforce consulting partner, Ad Victoriam’s integration experts understand the complexities of enterprise integrations, both on-premise and in the cloud. We simplify complex integration scenarios, integrate disparate systems, and provide a scalable architecture that your business can grow with – whether or not you are using Salesforce. So, if you are ready to connect your systems, we’re ready to talk to you today.

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Manufacturer Gains Greater Business Control with B2B Commerce

Manufacturer Gains Greater Business Control with B2B Commerce

Manufacturers are experiencing a customer-centric revolution. As a result, demand for customer-focused operations, sales, and marketing data has never been higher. Process automation and connected data with actionable insights are essential for driving performance and staying competitive.

That’s an all too common scenario for the manufacturing industry as a whole today. The question – however – is, how can they accomplish all of that?

The answer is actually quite simple: with Salesforce® B2B Commerce. And what follows is an example of an eCommerce challenge Ad Victoriam was recently presented with, and the quick and successful resolution we implemented for a southern-based manufacturer.

AdVic’s Challenge

This manufacturer is a leading distributor of beauty and skin products. It had an antiquated order entry system for its salons and spas that needed a replacement. The company already enjoyed the benefits of Sales, Service, and Einstein Clouds by Salesforce. That successful experience led them to explore another Salesforce product, B2B Commerce. Their goal was to implement a new system for order entry. They also wanted to increase connectivity and data transfer between systems, and expose order entry to their customer base. With a long history of Salesforce projects, they once again turned to Ad Victoriam for a solution.

AdVic’s Resolution

As is our way, the AdVic B2B team quickly – and methodically – assessed the company’s needs and goals and integrated a B2B Commerce plan that allowed them to work more efficiently, using these key steps:

  • Custom-built functionality that expedites order returns and account credits enabling customers to utilize those dollars when placing additional orders.
  • Automated the sales process to systematically guide users through the sales cycle delivering higher quality, consistent data.
  • Creation of a branded storefront with robust product listings engages customers and accelerates sales by enabling end-users to purchase products 24/7 with ease.

AdVic’s B2B Commerce solution provided this manufacturer with a more efficient guided sales process, while at the same time increased employee satisfaction and sales. It has also given its team greater control over price modifications while also exposing new product offerings and promotions to its customers that have led to increased product sales.

The Ad Victoriam B2B Commerce team can put a plan in place today for your business just as we did for this company. So, whether you are migrating from a legacy eCommerce solution or just thinking about a B2B solution, our team has the skillset and expertise needed to get your branded storefront up and running quickly so you can drive new revenue. Contact us, we’re ready to talk.

Watch AdVic’s Webinar “B2B Commerce: The Online Sales Advantage”

B2B Commerce: The Online Sales Advantage - Watch Our Webinar

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The ABCs of B2B Commerce

The ABCs of B2B Commerce

B2B Commerce displays your product catalog in a branded eCommerce storefront and allows your customer base to place an order independently. Complex pricing models can be configured to match your current business rules and enable contractual agreement tracking for product entitlements and price points. In addition, you can capitalize on B2B Commerce’s target marketing functionality that provides customers with a tailored, engaging shopping experience. And best of all, B2B Commerce is a flexible solution that scales as your business grows.

Here’s How:

  • Flexible Online Marketplace: Whether you are managing one brand or multiple, B2B Commerce can be configured to provide a uniquely tailored shopping experience to your target audience for both mobile and desktop browsing.
  • Connected CRM Data: Since B2B Commerce is built on top of Salesforce, you can leverage your existing Salesforce data in conjunction with B2B Commerce data to make fully informed business decisions.
  • Self-Serve & Automated Ordering: Put the purchasing power back in your customer’s hands by providing a self-service checkout portal that frees up your reps to focus.
  • Ever Changing Always Evolving: Salesforce ensures that B2B Commerce is constantly innovating and evolving to meet common business challenges as they arise.

Highlights:

  • Gain a new revenue stream
  • Eliminate manual pricing calculations
  • Increase the velocity of order fulfillment
  • Automated approval processes
  • Integration with ERP, UPS/FedEx, tax calculators, and more
  • Eliminate manual pricing calculations

Moving fast and reaching your goals in an ever-changing marketplace is easier with B2B Commerce. With B2B Commerce, your customers enjoy a seamless, relevant, and connected experience, while you enjoy a new sales channel powered by traditional Salesforce CRM data.

Ad Victoriam’s dedicated B2B Commerce team is ready to apply their knowledge and passion to help you migrate from a legacy eCommerce solution or start from scratch and build you your first B2B solution. Our team has the skills and expertise needed to get your branded storefront up and running quickly so all you have to do is concentrate on driving new revenue. So, let’s get started today! Fill out the brief form below, or click here, so we can talk about the benefits of a B2B Commerce solution for your business.

 

 

Watch AdVic’s Webinar “B2B Commerce: The Online Sales Advantage”

B2B Commerce: The Online Sales Advantage - Watch Our Webinar

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Earth Day: Walk It Like You Talk It

Earth Day: Walk It Like You Talk It

As we celebrate another Earth Day (April 22, 2020), we’re acknowledging that this Earth Day celebration comes during a unique time. As a majority of the planet stays at home to prevent the further spread of COVID-19, it seems that the earth is hitting a reset button. One – anonymous – quote we recently heard resonates with us: “The planet, like an angry parent, sent us to our rooms to think about what we’ve done.”

And amidst all the trials and tribulations of the past many weeks, some positive stories have also emerged. Everyday folks are helping to feed their community. Frontline hospital teams are working tirelessly to save lives. And there’s a new appreciation for folks that were underappreciated before. People like servers and cooks and sanitation workers and delivery men and women… And let’s not forget John Krasinski’s Some Good News!

But one other positive has emerged as everyone stays home, pollution levels have dropped significantly. Major European cities have seen a reduction of as much as 50 percent, and the northeast U.S. over 30 percent. In India, they are enjoying crisp blue skies and their lowest pollution levels in years. Their capital city, New Delhi, had previously registered pollution levels 8-20 times higher than what is deemed dangerous.

Our little blue planet is taking a deep breath this Earth Day. We hope this will remind governments, businesses, and everyday citizens to think about and implement, solutions to take care of our environment. With that in mind, we compiled a list of actionable things you can do to build your own ripple and limit your carbon footprint. We’ve also included the estimated amount of CO2 reduction, as estimated by scientists at Project Drawdown (and you can see the full list on their website).

Composting

According to Project Drawdown, in a landfill, biodegradable waste (fruits, veggies, leaves, grass, etc.), lacking the presence of oxygen, produces methane gas as it decomposes. Methane is 34 times more powerful (and bad for the climate) than carbon dioxide. Better yet, organic material is converted into stable soil carbon, which sequesters carbon and makes an excellent fertilizer. It is estimated that composting all of our biodegradable waste would eliminate two-three gigatons of CO2.  Why not start composting with these tips from Good Housekeeping?

Eating Habits: Add More Plants to Your Diet/Reduce Food Waste

Another easy to implement, at-home solution (and one of the biggest personal impacts we can make) is to simply eat more plants. In fact, if the entire world adopted a vegetarian diet, we could reduce “business as usual” carbon emissions by 63 percent, reducing and sequestering between 65-91 gigatons of CO2 over the next 30 years.

Additionally, buy what you need and eat what you buy. As a planet, we waste one-third of the food we raise and prepare. And this food ends up in the landfill and will generate roughly 90 gigatons of CO2 over the next thirty years. And according to Project Drawdown, “the food we waste is responsible for eight percent of global emissions.”

Recycling Paper

Did you know that paper can be recycled and reused five to seven times? Instead of using paper once and sending it to the landfill, and thus increasing the immediate need for more timber to make new paper, recycle it. If the world recycled just 75 percent of paper, estimates are that 1.1-1.95 gigatons of CO2 would be eliminated or sequestered over the next 30 years.

Around the House and Office

For those of you inspired to take it even a step further, there are a multitude of opportunities for home improvement projects that enable you to do your part to make the Earth happy!

For starters, you can follow our lead and install low-flow faucets, toilets, and showers in your home. Water has to be cleaned and heated, and then treated when it comes back as wastewater. This consumes energy and that contributes to climate change. Low-flow technologies can decrease water consumption by 45 percent. That alone could collectively eliminate an entire gigaton of CO2 over the next 30 years. At the very least, you get to do your part and save some money on your water bill!

Another easy way to help save both money and the planet is through the installation of a smart thermostat. It uses algorithms and sensors to “memorize your routines” and nudge users toward more efficient behavior.”

And if you’re feeling really ambitious and planning a remodel or a new home or office build, consider making it net-zero. Using a combination of daylighting, maximum insulation, electrochromic glass, solar panels, and advanced heating and cooling systems, it is indeed possible to have a building that is self-supporting. In Ad Victoriam’s home state of Georgia, we are happy to recommend Imery Construction Group, a fellow certified B Corp and expert at net-zero building and remodels.

Your Next Car: Points to Ponder

  • Here’s your fun fact of the day. There are now over one million electric vehicles on the road today.
  • A move to all-electric cars would save us 12-15 gigatons of CO2 over the next 30 years, whereas a move to hybrid vehicles would save us 4.5-7.5 gigatons.
  • So either way, consider a switch the next time you shop for a new car.

We hope you found this article useful and informative. And most of all, we hope it challenged you to rethink old habits. There is no problem too large to solve. Don’t sit on the sideline with your head in your hands. Don’t lament about the size and scope of the climate change challenge. Instead, understand you can help by playing your part. Start building your ripple of change now. And what else do you have to do this weekend that’s better than starting a compost pile and watching it rot, sustainably?

If you would like to learn more about how your company can become a Certified B Corp like Ad Victoriam, we invite you to contact us here.

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Tips for Managing Your Team Virtually

Tips for Managing Your Team Virtually

What once was the norm, is no longer. Many of us have been tossed into uncharted “virtual” waters – managing a team from your home to their home. Most of Ad Victoriam’s team has worked virtually since inception. So, we’re sharing some tips to help you be successful.

Virtual Team Tips

  • Provide an outlet to share thoughts, feelings, and jokes – possibly on a non-work Slack channel. This will help people remain connected and ease some stress as they adjust to their new working environment.
  • Establish a meeting schedule to touch base. For some, a daily morning touch base session gets everyone moving and focused. Be sure to use your cameras to increase the personal connection during internal meetings and also external meetings.
  • Arrange an agenda-driven weekly meeting for teams to cross collaborate, review tasks, follow up on projects, to brainstorm how to address challenges and/or share wins/losses. Provide “open mic” time for Q&A.
  • Create reports and dashboards to track goals, pipeline, opportunities, and activities.
  • Recognize successes with another all-time favorite is a company-wide “Shout Out” channel that recognizes team members for their successes – a real morale booster!
  • Be very responsive to your team. Being in the office, they are used to being able to knock on your door to get answers. Try your best to keep up the same level of responsiveness.
  • Keep a repository of Q&A, unique ways to overcome objections, top stories and other valuable info for your team to access and new hires to learn from.
  • If you are needing a telecommunications solution for your remote workers, check out Natterbox, a cloud-based end-to-end telephony services company, which enables employees to have the same experience they would receive if they were working in the office.
  • Share some working from home etiquette with your team such as blocking times on their calendar where they won’t be available, responding to internal messages in a timely manner, being aware of the noise around you during calls, and placing yourself on mute when not speaking.

And one last, important, “Virtual Team Tip”… If you’re used to having team happy hours or team building events – but obviously can’t these days – consider hosting some virtual get-togethers. Give them a theme, have your team “dress” for them and bring their favorite beverage. They can be a blast and a real stress-buster!

Looking for ways to inspire your virtual sales team and drive performance? Watch this webinar to learn more.

Managing a Remote Sales Team with the Right Salesforce Reports Webinar Replay

 

As we said earlier, most of the Ad Victoriam team has worked virtually since our inception in 2014, so we’re more than comfortable with it. And if your team is stretched at the moment, know that the virtual AdVic Thrive Managed Services team can be reached right now to help you with your Salesforce data governance, analytics, reporting, system automation, custom development, and integrations issues so you can free up your team to work on strategic projects.

 

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Opportunity Knocks: Making a Difference is Still Possible

Opportunity Knocks: Making a Difference is Still Possible

How to Volunteer, Get Involved, and Support Philanthropic Work During These Uncertain Times

By now, we’ve all set up our virtual offices, stocked our fridge and pantry. We’re all also doing our small part to social distance and limit the spread of the coronavirus. With over a week of isolation in the books for most of us, we’re adjusting to our new normal. And if you’re like us, this has meant a little less 24/7 news watching and a little more searching for the good in the world. That is something that has inspired and reassured us that positivity abounds around us.

So, with nowhere to go and nothing to do, why not be a part of the positivity? Making a difference might not be as easy as it was two or three weeks ago, but it is still possible. Here are three creative ways to get involved and support your community in times of need.

1. Volunteer In Person, at a Distance

Yes, you can still volunteer in person. Healthy, symptom-free volunteers are still needed across the country. Food banks, soup kitchens, and homeless shelters still have needy citizens to feed. And with schools closed and students who relied on free school lunches needing our help, along with a growing number of our most vulnerable members of society now needing assistance, this demand will continue to grow. Many non-profits still need volunteers to sort and distribute donations. With heightened sanitation measures and social distancing in place, you can show up and make sure everyone has food on their plate.

And if your health or living arrangements prevent you from wanting to go into public at all, consider some financial support for these organizations. While delayed, Amazon is still delivering. And if you’re homeschooling right now, what a great lesson to add to the curriculum. Sit down with your kids and fill up your Amazon cart together. Then have it delivered to your local shelter or food bank.

Lastly, if you’re in the Atlanta area, we recommend sending your man and woman power (or financial contributions) to Action Ministries and Hands On Atlanta.

2. Virtual Volunteering

For some industries, work has stopped completely. But much like the food banks and shelters that we discussed above, other nonprofits still have pressing needs. And when we come out of this, they will still be the folks on the front line addressing some of our world’s most pressing needs. And you can help many of them without leaving your shiny, new remote office.

Take a look at fellow B Corp CATCHAFIRE, who offers non-profit organizations the opportunity to list their project needs and then matches them with volunteers that have the skills to tackle those needs. On the first page of opportunities alone, we saw projects that ranged from providing Excel training to helping a non-profit develop their elevator pitch. Find a project that matches your skillset and sign up. You can also check out some creative ideas from Tom Moran, CEO of Teadora, for ways to volunteer from a distance.

3. When the Dust Settles, Support the Companies & Non-Profits that Stepped Up

In addition to the need to step up now to support local businesses by ordering takeout, buying gift cards, or even ordering locally made holiday presents a bit earlier than expected, we should use this crisis to show love and appreciation to the companies and employers that are stepping up for their communities and their team. In the B Corp world, we have a slogan: Vote Every Day. So, when the dust settles, we recommend that you vote for the companies that are making a difference in your community, like some of the examples listed below.

Locally, in the Atlanta, GA, area, we have seen the amazing folks at GoodrCo partner up with State Farm and the Atlanta Hawks. They have each sponsored pop-up grocery stores to ensure everyone has food on their plate. And recently, Atlanta-based Spanx went even further, providing funding for Goodr to be able to offer grocery delivery to families in need.

And throughout the country, companies are stepping up. Baltimore-based Under Armour donated over $1m to Feeding America. In Sioux Falls, SD, local restaurateur Mark Fonder has been using his facilities and supplies to feed hungry school children. Republic Restoratives Distillery and Compass Coffee, both out of Washington, D.C., have begun using their facilities to ramp up production of hand sanitizer. A CEO in Virginia is even foregoing his salary and providing each of his employees an extra $500 per paycheck to support his employees.

In these challenging times, there are always incredible beams of light to guide our path. All of us at Ad Victoriam hope this has given you some inspiration to be your own guiding light. Volunteer in person if you can. Volunteer remotely if you can. Celebrate and support those who are leading your community efforts. And most importantly, spread positivity! If you would like to reach out to us to discuss our B Corporation commitment and initiatives, click here.

Related B Corporation Articles from Ad Victoriam Solutions:

B Corp Reflections Two Years In
We’re a B Corp! Now What?
The Gold Standard of CSR

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How a Salesforce Solution Ups Your Customer Service Game

How a Salesforce Solution Ups Your Customer Service Game

With competition for customers intensifying year-in-and-year-out, along with customer expectations of the companies they deal with, businesses have no choice but to focus on a solution for delivering superior customer service if they want to compete and succeed.

When you prioritize customer service in every interaction you have with a customer, you earn their trust, build lasting relationships, and give your company a competitive advantage that’s second to none. But the question is, what can you do that will help you get – and maintain – that competitive advantage?

Across every channel — whether it’s email, phone, chat, messaging, self-service, IoT or in-person — Salesforce® Service Cloud enables companies to put the customer at the heart of every service moment and deliver personalized customer experiences.

Let’s take a look at a few ways implementing a Service Cloud™ solution can help you to deliver smarter customer service with a 360-degree view of every customer.

Connected Workspace Solution

The path to offering a better customer experience is as simple as a better service agent experience. Start by arming your team with Service Cloud’s omnichannel console (see image below), built-in productivity tools, automation, AI-powered next-step recommendations, and a unified 360-degree view of every case detail and customer interaction. When you do, your team can automate routine tasks and solve cases faster, and tailor support to match each customer.

Service Cloud Connected Workspace

 

Case Management 

When it comes to case management, the goal is to ensure consistent and accurate customer support. You get there by routing the right case to the right customer service agent every time. Agents will also get customer activity updates and alerts when an action is needed, guaranteeing the right level of service. And with that 360-degree view, every customer interaction appears in a chronological timeline. In addition, every voicemail, email update, knowledge article, or any other information about a case appears in the agent’s news feed.

Service Cloud Case Management

 

Knowledge Management Solution

When it comes to knowledge management, a Service Cloud solution empowers your customer service agents to help customers find the answers to their questions across any channel through a centralized knowledge base.

And if it’s a self-service solution you’re interested in, you can embed knowledge articles right into your website or mobile app, plus instantly answer customer questions using artificial intelligence-powered chatbots to recommend articles.

Service Cloud Knowledge Management

 

Service Analytics

As a manager, wouldn’t it be great to know everything that is happening within your customer support operation any time, anywhere, and from any device?

As part of Salesforce Service Cloud, Service Analytics helps your customer service agents make more informed decisions in every customer conversation by giving managers the ability to embed analytics right into the agent workspace. This allows agents to work faster using prebuilt dashboards that automatically populate your CRM data. Managers also gain visibility into the business operations with case volumes, agent and mobile worker activity, chatbot performance, and backlog analysis.

Service Cloud Analytics

 

And we haven’t even scratched the surface of how much more Service Cloud can do to enrich a better manager to service agent to customer experience. It’s a platform that scales with you, and the Ad Victoriam consulting team is anxious to show you more.

Oh, and did you know Field Service Lightning (FSL), which can seamlessly integrate with Service Cloud, helps businesses get more out of their field service operations? FSL creates optimized routes for field techs, helping complete the customer 360-degree view and connects you to your customers.

So, are you ready to up your customer service game? We’re ready to create a strategic plan just for you. Just fill out the form below, or click here.

 

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3 Ways to Unleash the Speed and Efficiency of Your Field Service Operation

3 Ways to Unleash the Speed and Efficiency of Your Field Service Operation

Are you struggling with ways to better connect your field service operation? Searching for a way to enable them to deliver intelligent and productive on-site services with speed and efficiency using just one unified platform?

Here are just three of the reasons why a Salesforce® Field Service Lightning (FSL) solution could be the answer to your struggles.

1. Field Service Route Optimization

With Route Optimization, you can set up work rules that can be defined as a yes or no to prevent a rule violation. Utilizing service objectives allows you to weigh different goals based on the determined importance. Examples would be: Will this make the person work overtime or not? - or - Is this person in the same area or not? - or - Who is the fastest person that can get there? Do you want this job to be done ASAP or can it wait?

By using answers from the questions above, you can define a scheduling policy. This policy is applied to an optimization request. The optimization runs and looks at every possible way to route the different resources and their jobs. That can mean either switching the jobs around for that single field tech, or you can create another scenario for the day and optimize everything that is going on for that particular day.

2. Ease of Work Order Creation

By integrating FSL with Service Cloud, imagine an issue comes in such as a person calling to say, “My water heater is broken, I need help.” That creates a case and logs it. From there, a support agent can - with just one or two clicks - create a work order. From that work order, the dispatcher can see that it’s an emergency issue and assign a field tech quickly and get them en route to the customer. The system makes it easier for the customer to get support, quickly, creating a great customer experience.

Another benefit of work order creation is the ability to look at a customized Gantt chart (pictured, below). With this tool, dispatchers can see what’s been assigned to specific field techs and can look on a map and see where those techs are as well as the jobs they are assigned.

Salesforce Gantt Chart

 

3. Utilizing the Mobile Device

Using a mobile device within Field Service Lightning, your field techs can stay in constant communication with the dispatcher. This allows the dispatcher to push updates or new jobs to the tech. They can also get more information on their jobs, and gather required signatures acknowledging that the work they performed was completed.

In addition, you can customize flows and processes that your field techs can walkthrough. You can also upload images if something needs to be documented.

The best part? Field techs don’t have to worry about connectivity issues when using the mobile device! If they are working in places like a basement, there is an offline mode where they can still enter their information and save it, and then when connectivity returns - either WiFi or data - what they entered will be uploaded to Salesforce automatically.

Watch our "Optimize Your Field Team's Schedule" webinar below!

Bonus Benefits of Using Field Service Lightning

Having done numerous FSL implementations, Ad Victoriam customers - from the manager perspective - tell us that they really like being able to see how their workforce is being utilized. Salesforce can calculate the utilization based on a person. As an example, say one of your field techs is 80 percent utilized this week, so you decide that you need to optimize their route and assign that tech more work so he’s closer to 100 percent utilization.

From a dispatcher perspective, they like being able to color code different jobs and see status update color changes on the Gantt chart and quickly react to any “red flags.” Dispatchers tell AdVic consultants all the time that their ability to see everything in one view is the biggest plus of their using FSL.

Are you looking to take your company’s field service performance to a new level? Talk with one of Ad Victoriam’s certified Salesforce consultants now by filling in the form below or click here.

 

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Watch the AdVic webinar - "Optimize Your Field Team's Schedule" - to learn how to create scheduling policies, work rules, and objectives to drive productivity that will result in minimized travel time, overtime and costs, and much more.

5 Reasons Your Team Needs Salesforce Maps

5 Reasons Your Team Needs Salesforce Maps

Not aware of Salesforce Maps? In a nutshell, using Salesforce Maps allows sales reps to make more money at their desks or in the field. They can free up more time to sell by decreasing time spent planning, driving, and tracking field activities. Utilizing Salesforce Maps (formerly MapAnything) turns the Salesforce experience interactive by displaying all of your Salesforce data on a map. Your teams can easily visualize all of your accounts, log calls, send emails, and create new events/tasks directly from the map.

The Big Five

So if an all-encompassing data visualization, routing and scheduling, and optimized lead generation system is collectively missing from your sales process, here are five reasons that make Salesforce Maps integration – which Ad Victoriam is accredited for – a no-brainer for your team’s success.

1. Map-Based Visualization

Better understand hard-to-find data on a map-based interface and make location-driven decisions that drive productivity. Also, uncover new opportunities to produce revenue by seeing which accounts are nearby anchor accounts while planning a sales route.

2. Optimized Routing

When you have the ability to optimize routing, you can build and launch routes that cut down on windshield time, cross-town driving, and lower mileage or gas costs. In addition, you will ensure timely arrival to high-value prospects and customers, thus building robust pipelines using accurate prospect data and territory visualization.

3. Prioritized Scheduling

A seven-day schedule can be optimized with visits prioritized based on Einstein or Pardot scores, or potential revenue to spend the most time with the most valuable customers and prospects. From there, easily view the schedule via exchange-based calendars on mobile or desktop.

4. Lead Generation

With a Salesforce Maps integration, you have the ability to access necessary data to turbocharge your prospecting efforts and marketing campaigns. You also have the ability to fill schedule gaps with nearby opportunities and more.

5. Mobile Compatibility

While on the road, you can easily automate the admin processes, like check-in and check-out, via a mobile device. Additionally, your team can utilize voice command turn-by-turn directions and turn on real-time traffic alerts to safely maintain productivity.

Is extending the power of your sales and service professionals your challenge? Ad Victoriam’s certified consultants can integrate a Salesforce Maps intelligence solution for you starting today! Just fill out the form below, or click here and we’ll connect with you quickly!

 

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6 Top Salesforce Spring ‘20 Release Highlights

6 Top Salesforce Spring ’20 Release Highlights

Ready for spring? Salesforce is too, as their Spring ‘20 Release will be globally available on February 17, 2020.

To help get you ready for the Spring ‘20 Release, Ad Victoriam’s certified consultants have poured through the latest Salesforce innovations across mobile, industry solutions, content management, AI, and more to highlight six of the standout new features.

1. Run Flows Without Worrying About User Permissions with System Mode

AdVic Note: It’s taken a while, but this Ad Victoriam-suggested idea has finally been delivered by Salesforce. We’re excited about the possibilities here within screen flows!

Salesforce Overview: Normally, how a flow is launched determines whether the flow runs in the context of the user or the system. Now you can bypass the running user’s permissions by setting your flow to run in system context with sharing. The flow still respects org-wide default settings, role hierarchies, sharing rules, manual sharing, teams, and territories, but it ignores object permissions, field-level access, or other permissions of the running user.

Run Flows Without Worrying About User Permissions with System Mode

 

2. Display Questions Based on Participant Responses

AdVic Note: This gives your customers a better experience when filling out a survey. Less clicking between pages to get additional information.

Salesforce Overview: Choose which questions your participants view on a page. Based on how participants respond to the previous questions on a page, decide which questions they view next.

Display Questions Based on Participant Responses

 

3. Customize When Prompts Appear to Users

AdVic Note: Admins can now customize the onboarding experience for Users.

Salesforce Overview: Quickly change the amount of time to delay prompts. Decrease the global delay time to accelerate onboarding prompts or increase the delay to spread out announcements and updates. Ignore the global delay time to show a prompt when a page first loads or to show multiple prompts a day without changing the global delay time for all prompts.

Customize When Prompts Appear to Users - 1

To ignore the global delay time, check Show prompt when the page loads on the Schedule page when creating a prompt.

Customize When Prompts Appear to Users - 2

4. Assign Tasks to a Queue to Share Work Efficiently

AdVic Note: Ad Victoriam’s certified Salesforce consultants have collectively labeled this Spring ‘20 Release “a big one!”

Salesforce Overview: Let sales reps share their workload by setting up queues for tasks. Reps can assign tasks to their shared queues, and then individuals can take ownership of those tasks from the queue’s list view.

Assign Tasks to a Queue to Share Work Efficiently - 1

How: In Setup, enter Queues in the Quick Find box and then select Queues. From the Queues setup page, select New. Then, create a queue and assign Task as the supported object.

Display Questions Based on Participant Responses

5. Welcome to the New Salesforce Mobile App

AdVic Note: It’s always great to get an app update, but this Spring ‘20 Salesforce Mobile app update, in particular, offers some great admin customization options.

Salesforce Overview: The new Salesforce Mobile app is going prime time! The new app debuted in Winter ’20. In Spring ’20, all active Salesforce mobile app users, including Salesforce Classic and Lightning Experience users, get upgraded to the new Salesforce mobile app. Admins get access to more customization options. End users get an intuitive UI, faster performance, and familiar Lightning features that make switching between desktop and mobile easier than ever.

Welcome to the New Salesforce Mobile App

6. Update and Deploy Lightning Communities with ExperienceBundle

AdVic Note: This is a step in the right direction for deploying communities. Communities have often seemed to be overlooked when it comes to deploying because the Metadata is often lacking around the Community.

Salesforce Overview: The ExperienceBundle metadata type, which was previously available as a pilot program, is now generally available. ExperienceBundle provides human-readable, text-based representations of the different Experience Builder settings and site components, such as pages, branding sets, and themes. Whether it’s for your own org or you’re a consulting partner or ISV, quickly update and deploy Lightning communities using your preferred development tools, including Salesforce Extensions for VS Code, Salesforce CLI, Workbench, or your favorite IDE or text editor.

Update and Deploy Lightning Communities with ExperienceBundle

And if those AdVic team-chosen highlights from the Spring ’20 Release haven’t whet your appetite enough, you can see even more top new features for each product category in Salesforce’s library of demo videos, here.

If you need help implementing any of the Spring ’20 Releases, you need a partner with extensive knowledge, depth of experience, and proven customer success. The Ad Victoriam team is ready to help you figure out your needs now! Just fill out the form below, or click here.

 

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