While Kurniawan and his team are pleased with the results so far, they see more room for improvement as Sales Cloud is extended to GO-JEK’s other verticals, and all their back-end systems are integrated into a single platform.
“We really want to integrate Salesforce with our order and content management systems so we have one single view of our business,” says Kurniawan. “This will make processes faster and easier for our users.”
Surani says Salesforce has also improved collaboration across departments and provides “end-to-end visibility so we know exactly what is happening with every single merchant at any point in time.
“This takes our onboarding experience for merchants to a whole new level. It makes our team much more collaborative, more efficient and strengthens our relationship with merchants because they feel the power of this new efficiency right from the start.”
Going forward, GO-JEK also plans to use Marketing Cloud to inform its strategic decision-making and help its merchants better serve their customers.
“We want to use Marketing Cloud to better attract new merchants, engage with existing merchants and better understand the needs of newly onboarded merchants,” says Surani. “We hope to provide our merchants with data around seasonalities or trends that GO-JEK is seeing.”
Providing that level of local data to merchants will help GO-JEK deliver on its goal to localise innovation in order to provide solutions that are most relevant to its Indonesian customers and merchants, says Jakubowski.
“It comes down to how can we as an ecosystem help drive the digital economy in Indonesia. The on-demand space, which you could say was inspired by the scale and growth of GO-JEK, actually lowered the unemployment rate in Indonesia by half a percent in 2016. Our focus is really on how we can bring even more people into the digital economy.”
In doing so, GO-JEK offers an important example of how technology can drive life-changing opportunities for every-day people that were previously unavailable – whether that’s providing a stable income or inspiring local entrepreneurs of all ages to start a business.
“GO-JEK’s partners now have stable incomes, which means they can achieve things that were previously unattainable like sending their kids to university,” said Jakubowski.
This speaks directly to Salesforce’s core value of equality and belief that business is the greatest platform for change. It’s a shared value that will continue to drive the partnership between the two companies well into the future.