Dreamforce Day 3 Recap
12:00 PM, HLS Industry Trends and Digital Transformation Solutions
Trend #1: Virtual visits and telehealth are growing by leaps and bounds.
Buying health care plans through insurance companies is now predominantly digital-first, and members are navigating the new marketplace. Compliance is essential and patients’ compliance can be tracked by agents through Salesforce.
Trend #3. There will be a strong focus on leveraging new models of care that address the roadblocks in care access and provide care at the right time at the right location.
Telehealth, home health care, or health hubs like urgent cares or drugstores are now being pulled in to the patient-centric model of care. These services are being brought closer to where people live – and integrated care delivery depends on streamlined technology is critical.
Social and economic barriers to care exist for the disabled, elderly, or home-bound, and in this case study, CCA created a platform that empowered and equipped their health care workers to go to patient homes to administer COVID vaccines. Building this design out in Salesforce allowed for rapid build and implementation to allow the healthcare providers to reach the patients in record time.
12:30 PM, Loyalty at Scale in the New Age of Retail
Molly Mecham, an Industry Solutions and Strategy Lead (Retail) at Salesforce, kicks off this session with some customer journey stats – the average customer traverses nine touchpoints and 83% of customers expect flexible fulfillment options. On the business side, she says, retail companies use 44 disparate systems on average, which inconveniently silos data and prevents a truly comprehensive look at customer behavior and trends. In a world with higher expectations than ever, it is very important to have a single, agile system for your data like Salesforce.
Rob, another Salesforce colleague, takes over to mention some technologies that make up the incredible Salesforce Customer 360: Your Digital HQ. With the more recent addition of Slack for retail, they have found companies using this feature have a 23% faster time to market due to better and more efficient collaboration options.
Michael Edwards, Solutions Engineer at Salesforce, takes us through a blindingly fast demo that shows both the customer experience on a mobile platform and the administrator experience tweaking the customer’s journey on the other side. From it, key takeaways are the single interface for operations from Slack, complete with digest metrics and step-by-step workflows built for team members to maximize efficiency for order fulfillment, and targeted followup automation to drive up loyalty with customized messages.
To drive home the value of Salesforce to loyalty management, Rodney Hutton, CMO of Ethan Allen, talks about his company’s journey to grow and maintain customer loyalty in a currently booming industry with lots of options for consumers. In his words, “loyalty is everything today” and “attaining loyalty is more difficult and complicated than ever”. Hutton names higher expectations and many different channels to consume a brand, among others, as reasons for this incredible challenge.
Ethan Allen went through an incredible digital transformation, investing quite a bit of time and money to create a platform for their online design services, from custom sofas to a complete house redesign, that provides data driven insights into customer experiences.
1:30 PM, The Future of Health Is Connected
Patients can experience connected health through Salesforce applications that are integrated, scaled, and transformed health experiences in their ecosystem. These innovations have been brought to life to connect patients to their healthcare needs. Connecting these pieces is a vital part of the success of the healthcare and life sciences industries. Disparate data can be connected on one platform for clinical and services efficiencies.
Humana’s five areas of influence to help improve health and aging: primary care, home health, pharmacy, behavioral health and social determinants of health.
Here is more info around Salesforce and HIPPA compliance – https://compliance.salesforce.com/en/hipaa
1:30 PM, A Conversation with Marc Benioff and Eric Yuan
So what do these two technology powerhouse CEOs have in common? Besides a close friendship, an incredible commitment to adapting their technology to customer feedback to provide a positive and constantly improving experience.
Marc Benioff interviews Eric Yuan, CEO & Founder of Zoom, beginning with question regarding his career path that brought him to where he is now. Yuan discusses his incredible journey from a Webex developer disheartened by negative customer feedback to Founder of Zoom and the initial struggle to finance such an endeavor in an oversaturated market.
A crucial part of this journey, Benioff points out, is the simplification of company values that Zoom runs on. Yuan describes a dissatisfaction with asking employees about company values and receiving varied answers, believing that it should be a shared value. In the case of his company, he chose care, for both customers and employees. “Happiness culture”, he says, is very important at Zoom and the best way to sustain it is to make those around you happy.
Benioff also remarks on the incredible influence Yuan’s father has had on the CEO, responsible for one of his personal mantras: “Work hard, stay humble.” The Zoom CEO is not worried about competition and sees the market more as a race to address a customer’s pain points first. They take to doing this, he says, is to embrace consumers and their feedback.
After a brief story about how Benioff was unable to get Zoom on a new TV led to the development of Zoom bar, Yuan reveals the depth of their friendship by revealing that “I always tell Marc that I am his personal, technical zoom support” just before getting up and giving him a big hug on stage.
As a customer-driven company, we are also always looking for feedback and new ideas from our clients so that we can deliver the best service possible. Feel free to reach out to us at htttps://cloudadoptions.solutions at any time to discuss how we can aid in your company’s digital transformation.
2:00 PM, The IT Leader’s Guide to the Salesforce Platform Roadmap, Belinda Wong, VP Salesforce
Admin Filterable Related lists allows end users to find related information faster. You can apply different scopes to each related list. This simple low-code solution makes it easy for your end user to scan information in one place.
App builder for Slack allows you to incorporate Salesforce data. This will be generally available in Spring 22. Drag and drop standard slack elements. These can be displayed in the Salesforce view, and in Slack, when the user executes the slash command, you can view it in Slack.
Flow Orchestrator is now available in Slack. Each part is built in stages and steps using only clicks. The Slack connect channel can send notifications with buttons that allow for forms to be quickly completed; once submitted, the data is transferred to Salesforce to complete the next step of the Flow.
The Einstein document reader can allow for key value pairs and can read documents that are off of Salesforce. You can create a Flow that allows the customer to upload a document; once it’s brought it, Einstein’s flow logic will update the customer record automatically, storing the relevant information. This will be in pilot this Winter.
Ryan Ellis, SVP Salesforce
Avoid unnecessary customizations to reduce technical debt. These new features will be GA in the winter 22 release.
Rohit Meta, Sr Director, Product Management, Salesforce
Hyperforce is a new unified cloud structure at Salesforce which allows you to protect sensitive data and access flexible growth. Existing governance, performance, and security capabilities can be enhanced.
New Salesforce Backup & Restore will securely backup Salesforce data on a regular cadence, and restoring the data is easy! You can choose a specific time and date range and only choose records that were overwritten. You can see the restore taking place and receive confirmation on all updated records.
New platform DevOps center allows you to stop tracking changes manually. With a click of a button you can extract all metadata. It is easy to collaborate quickly with no more change sets! Say hello to DevOps!
Privacy Center, launched last October, has simple tools: preference center and privacy analytics. These have easy to use interfaces.
2:30 PM, Welcome to Your Digital HQ – Slack
Slack is the new Digital HQ – the future of work. We have an opportunity as leaders to reimagine how to get things done! When email is the primary form of communication, everyone has a different version of what’s going on. Slack Channels are the alternative – you can create a channel that shows everything about a topic, customer, or other focus area. With the Channel, everyone is seeing the same thing, in a complete version.
2:30 PM, Industry Success from Anywhere
In one of their final Dreamforce sessions, Dreamforce discusses the changing world of technology that has blown open the doors that were blocking instant access to resources for success. Always one to go with the flow, Salesforce highlights how their Salesforce 360, complete with 12 industry clouds, has adapted to an era of accelerated digital transformation with AI and Compliance built directly into their solutions and reimagined past solutions to fit more current needs.
Katie Logan, Chief Consumer Officer of Piedmont Healthcare, joins the session to discuss how Salesforce has aided their business in the industry’s major shift to personalized, custom care. With the quick deployment of automation and screen flows, it took less than two months for their company to transform their platform to a virtual one that allowed their call center agents to focus more on the most important aspect of their business – human interaction. Salesforce 360 quickly elevated their services with more efficient collaboration tools that allowed agents to quickly deliver top notch care.
Salesforce also announced in this session that their Holistic Patient Index would be released next year. 80% of health outcomes are determined by factors outside the clinical system and the Holistic Patient Index will help the health industry combat this obstacle to effective patient care by compiling composite scores for each individual, which are comprised of both social determinant scores and clinically mandated scores.
Greg Beltzer, Head of Technology at RBC Wealth Management, also makes a brief appearance to speak of how Salesforce and Mulesoft decreased their advisors’ information-gathering process from a few hours to just a few clicks! Just imagine with us, the ability to get all of the most current information on a client, company or high-level individual, without ever leaving your trusty CRM. Einstein Relationship Insights can do just that and we can help you implement it so that org can pull information on high profile contacts from publicly available posts, including social media, so you no longer spend hours researching the decision-maker in your next meeting.
Elaine WU from Salesforce finishes off the session with a demo of the Actionable Relationship Center (ARC), which combines several technologies within Salesforce to create a comprehensive, one-stop-shop page for growing and maintaining your client relationships. The center offers visibility into a company’s executives and stakeholders, financials and relayed interactions. Einstein Relationship Insights keeps you up to date with recent news and Tableau provides many customized dashboards that help you see data in the way that works best for you. Financial Cloud has a built in feature ensuring compliant data sharing and the addition of Slack means that collaboration in general will be easier than ever. With all of these amazing features, you’ll be all set for your next meeting. The best part? With Consumer Goods Cloud, all of this crucial information available offline so you have it whenever you need it – even in a mobile dead zone!
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