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Calling all Trailblazers.

The future of business isn't around the corner. It's here. Now. It’s smarter. More connected. And moving faster than ever. To succeed in this environment, you can't follow. You have to lead. You need to be a Trailblazer.

Trailblazers build paths to new, transformative customer experiences. When you're a Trailblazer, you can predict what your customers want before they even ask. You can empower every employee with the knowledge they need. You can turn prospects into customers, and customers into fans.

The Salesforce Customer Success Platform is for Trailblazers. It empowers sales, service, marketing, and IT to create seamless, personalised, breakthrough customer experiences so your business can grow.

The future of business has arrived. Blaze your trail.

Blaze your personal trail to success! Be a Sales Trailblazer!

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Sales Trailblazers:

  • Know how to close deals faster
  • Predict the next deal
  • Spot more sales opportunities across the organisation

Get the tools Sales Trailblazers use

Blaze a trail to the world's #1 CRM.

Learn more

Read the Salesforce Advantage eBook.

Get the e-book
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Service Trailblazers:

  • Deliver personalised service on every channel
  • Deliver the right answers to customers faster
  • Empower customers to help themselves

Get the tools Service Trailblazers use

Personalise service on every channel.

Learn more

Read the Customer Engagement eBook.

Get the e-book
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Marketing Trailblazers:

  • Deliver 1:1 customer journeys
  • Collaborate across sales, service and marketing to deliver a stronger customer experience
  • Connect across every channel on any device

Get the tools Marketing Trailblazers use

Do smarter marketing with 1:1 journeys.

Learn more

Take a look at The Marketer's Field Guide

Get the e-book
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IT Trailblazers:

  • Make employees faster, smarter and more productive
  • Delight customers with apps they love
  • Integrate all data on one platform to improve the customer experience

Get the tools IT Trailblazers use

Work with a platform you’ll love.

Learn more

Meet 12 IT Trailblazers.

Get the e-book
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SMB Trailblazers:

  • Find, win and keep more customers
  • Personalise their interactions with customers
  • Connect everything they do by running their business on one platform

Get the tools SMB Trailblazers use

Blaze a Trail with the world’s #1 CRM for small business.

Learn more

Take a look at the Fast Growth Guide.

Get the e-book
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Meet our Customer Trailblazers.

Learn from those already blazing a path to success - driving innovation and transforming their company while leveraging Salesforce technology to move forward.

 
 
photo-1-Hutchison

Blake Hutchison

GM
Luxury Escapes

When your customers’ average cart size is close to $2,000 dollars, you need to be able to engage in a human way. Salesforce gives us the insights and capability to do that.
LEARN MORE
photo-2-kant

Neale Kant

Group Chief Information Officer
Pepper Money

We’re on a journey to get closer to our customers, delivering personalised, unique service for their lending needs. Salesforce is integral to our success.
LEARN MORE
photo-3-Danielle

Danielle Ozolins

Group General Manager
SP Screens

We work in an industry where the majority of providers still rely on paper, Salesforce has helped us to connect our business digitally and take the lead on service.
LEARN MORE
photo-1-glen

Glen McGoldrick

Chief Executive Officer
SportsTG

With Salesforce we’re breaking down boundaries and transforming grassroots sports clubs.
LEARN MORE
photo-2-campbell

Cambell Holt

Chief Customer Officer
MERCER

With Salesforce, we’re putting the customer at the centre of everything we do. It’s redefining our customer experience and increasing value.
LEARN MORE
photo-3-james

James Thornton

Global Managing Director
Intrepid Group

Salesforce helps us connect with our customers to deliver travel experiences they will love.
LEARN MORE
photo-4-scott

Scott Wilson

Managing Director & CEO
iSelect

Our customer experience defines who we are and, with Salesforce, we’re making it as effortless as possible.
LEARN MORE
photo-5-tony

Tony Blamey

Chief Commercial Officer
Domain Group

We’re creating mobile apps to change the homebuying experience forever. With Salesforce, we’re making every interaction personal.
LEARN MORE

Meet Blake Hutchison.

When your customers’ average cart size is close to $2,000 dollars, you need to be able to engage in a human way. Salesforce gives us the insights and capability to do that.
Blake Hutchison
GM
Luxury Escapes
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Luxury Escapes takes sophisticated travel mainstream.

Luxury Escapes is Australia’s fastest growing travel business. In less than four years, it’s brought on 2 million members and reached $200 million in annual revenue.

With a forward-thinking business model, Luxury Escapes is able to provide the best offers from an incredible collection of hotels and resort partners. It’s effectively taking luxury to the masses, leading the way with Salesforce.

“More and more travellers are seeking out luxury hotels and destinations where they feel pampered,” said Blake Hutchison, GM of Luxury Escapes. “We specialise in exactly this type of experience, providing options for every budget.”

For Luxury Escapes, growth is intrinsically linked to customer insights. It needs to be smart about its customers and even smarter about how it engages them. In addition to connecting with customers via its app and email, Luxury Escapes uses social channels like Facebook Live to engage with hundreds of thousands of people online. It also holds traditional town halls across Australia.

It’s a unique marketing mix for an eCommerce business but an effective strategy for getting closer to the customer.

“We’re out there talking to our customers every single day—whether it’s face-to-face, online or over the phone. Using Salesforce, we can capture more information about their needs and then layer it with details like which offers they’ve reviewed. It helps us personalise content and campaigns and incentivise customers to book that first or second trip,” explained Hutchison.

Luxury Escapes is now serving up 15 - 20 offers each week via its website, mobile app and email. It’s also tailoring service and support to extend the VIP experience its customers expect.

“When your customers’ average cart size is close to $2,000 dollars, you need to be able to engage in a human way. Salesforce gives us the insights and capability to do that,” said Hutchison.

Luxury Escapes has also automated all of the processes surrounding the supply side of its business using Salesforce. This helps it to work smarter and faster to close deals with vendors and get new offers out to market.

There’s no stopping the Australian start-up as its sales, service and marketing continue to evolve. It’s growing exponentially year-on-year and changing the way that customers research, book, and pay for travel. With its easy to use app and a range of payment options, more than 20% of bookings are now completed via the mobile.

“We’re always thinking about how can we make the customer experience better throughout, and invest heavily in technology to achieve this,” said Adam Schwab, CEO of Lux Group and owner of Luxury Escapes. “It’s helped us create a brand that people genuinely love and are willing to promote to their friends.”

 

 

 

 

right-arrow FUN FACTS

What's you bucket list destination?
Africa (Safari). The feedback we receive is extraordinary.

What was your #dreamjob as a kid?
I didn’t have a dream job per se. In that regard I was a bit of a wanderer. Some days lawyer, other days I wanted to work in advertising. So different aren’t they!? I hate to admit it but I was heavily influenced by TV I suppose.

What's your trailblazing playlist (or favorite song)
Smoke by Mosa Wild.

What's your favourite woodland creature?
Hedgehog.

What's your favourite saying / motto?
You have to learn the rules of the game. And then you have to play better than anyone else. – Albert Einstein

Meet Neale Kant.

We’re on a journey to get closer to our customers, delivering personalised, unique service for their lending needs. Salesforce is integral to our success.
Neale Kant
Group Chief Information Officer
Pepper Money
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Pepper leads the way forward for customer service in the lending industry.

As a non-bank lender, Pepper is always thinking of new ways to finance the ambitions of its customers. Its fresh approach has led to a diversified portfolio of financial services and an increasingly global footprint.

It’s also disrupting the traditional lending approach by taking the entire lending value chain and putting it on a single platform in the cloud. So from loan assessment and origination through to servicing, it’s able to provide a service that’s more personal and efficient.

Neale Kant, Group Chief Information Officer at Pepper said the business was scaling its impact 25% year-on-year and now has offices in Australia, Spain, the UK, Ireland, and South Korea. “We’ve grown strongly through acquisition and increasing our product offering and have a diversified portfolio as a result. With Salesforce, we’re taking it to the next level and offering products and services that are truly unique to our customers’ needs. Salesforce allowed us to leapfrog our technology investments.”

More personal lending delivered digitally

Pepper is not only a go-to lender for those who have been locked out of the financial system, but also those individuals that fit the risk profiles of mainstream financial institutions. Accordingly, Pepper takes a different approach to reviewing applications, balancing technology innovation with human insight. Today, this process is made easier with a bespoke personal loan product built entirely on the Salesforce platform. The application process incorporates a high degree of straight-through-processing and makes it easy for Pepper and potential borrowers to tick off all the basics like identification checks.

It’s so easy in fact that applications can be completed in as few as 15 minutes and funds deposited inside two hours. However, Pepper has not yet switched on the full functionality, favouring a human touch.

“Typically those who apply for a loan with us want to speak to someone and tell their story. We want to hear them out so we can understand their circumstances and lend more wisely,” said Kant. “At the same time, we’re continuing to fine tune things like credit scoring so we can automate more if we choose to down the line.”

A foundation for growth

With personal loan volumes growing month by month, Pepper continues to innovate and look for new ways to meet more of its customer needs. This includes giving support agents everything they need to provide personalised service and make smart decisions.

“We’re on a journey to get closer to our customers, delivering personalised, unique service for their lending needs,” said Kant. “Salesforce is integral to our success.”

 

 

right-arrow FUN FACTS

What's you bucket list destination?
My bucket list destination is cruising down the Amazon.

What was your #dreamjob as a kid?
As kid, I wanted to be an airline pilot. I suppose typical of most boyhood dreams.

What's your trailblazing playlist (or favorite song)
My favourite playlist is Ku De Ta – Vol 1

What's your favourite woodland creature?
Woodland creature… hmmm…have to say deer. They seem so angelic.

What's your favourite saying / motto?
Work while they sleep
Learn while they party
Live like they dream

Meet Danielle Ozolins.

We work in an industry where the majority of providers still rely on paper, Salesforce has helped us to connect our business digitally and take the lead on service.
Danielle Ozolins
Group General Manager
SP Screens
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SP Screens challenges industry standard and grows 30% with Salesforce.

SP Screens is a dynamic, fast growing small business which offers secure and stylish screening solutions tailored to any home. An essential feature of modern Australian homes, screens help keep unwanted insects and intruders out while keeping children safely inside. The challenge for customers is finding products and installation services that live up to the quality that’s promised.

“There have been many new players arriving on the scene, promising the world and then— more often than not— failing to deliver. We’ve taken a different approach by putting the customer first and working exclusively with leading products and brands,” said Danielle Ozolins, Group General Manager at SP Screens.

The business is fuelling its ambitions and changing the way business gets done with Salesforce.

Bringing business online

After taking over a business struggling to make headway in the industry, Ozolins was determined to do things differently and set a new standard in service. First, she needed to get rid of the paper-based processes holding her team back.
“I came into the office at the peak of our busy season and there were hundreds of leads piled on the floor. Our reps were calling each one and manually booking in appointments,” said Ozolins. “I knew we could not carry on as usual. We needed Salesforce in order to scale and grow.”

This decision transformed the business. Team members are no longer sifting through paperwork and putting out fires each day. Instead, they’re guided by workflows within Salesforce to solve issues before they arise. Reps have new insights to sell smarter and use Pardot to nurture those leads not ready to commit.

For management, one of the biggest benefits is the ability to track how the business is performing each day. All of this data is helps to drive smarter decisions around sales and marketing, fuelling SP Screens’ success. Its customer and lead database has tripled and customer satisfaction has jumped 25%.

“We work in an industry where the majority of providers still rely on paper, Salesforce has helped us to connect our business digitally and take the lead on service,” said Ozolins. “It’s created a better experience for our employees and helped us attract new talent.”

Next, the business plans to rollout Field Service and take advantage of Salesforce to automate more processes and improve service. It’s a strategy that’s sure to help it win even more customers and continue on its expansion.

 

 

right-arrow FUN FACTS

What's you bucket list destination?
South America.

What was your #dreamjob as a kid?
World Cup Ski Racer.

What's your trailblazing playlist (or favorite song)
My trailblazing playlist would be a combination of Cat Empire, Adele and Vance Joy.

What's your favourite woodland creature?
Owl.

What's your favourite saying / motto?
All progress takes place outside the comfort zone.

Meet Glen McGoldrick.

With Salesforce we’re breaking down boundaries and transforming grassroots sports clubs.
Glen McGoldrick
Chief Executive Officer
SportsTG
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Grassroots sport goes digital with SportsTG connecting local sporting communities like never before.

SportsTG is set to revolutionise the world of grassroots sport. Already, 85% of the Australian grassroots market uses its digital platforms to manage memberships and events. Now, the company is on an unstoppable mission to change the way sports clubs, their participants, and communities interact on a daily basis.

“Grassroots sport is part of the very fabric of Australia with 8.5 million people playing one or more sports. We wanted to be first to put a stake in the ground and redefine the way grassroots is run – both here and overseas,” said Glen McGoldrick, CEO of SportsTG.

This ambition drove McGoldrick to seek a merger with FOX SPORTS PULSE while still CEO of IMG Sports Technology Group. IMG has long been a trailblazer in technology for the industry and works with some of the nation’s top sporting clubs and National Sporting Organisations, including the Australian Football League. Merging with another market leader would allow it to multiply its success and take grassroots sport into the digital age faster.

The newly formed company just needed the right technology partner to future proof its investment. “Instead of continuing to develop all our own IP, we wanted to focus on what we do best and then partner with others who could accelerate our mission. It was a quantum shift in mindset that led us to Salesforce and its vibrant ecosystem of partners,” said McGoldrick.

With a platform for rapid design and development of new apps, Salesforce supported SportsTG's need for speed. And partners like WalkMe have made it easy to drive adoption and maximise productivity for volunteers.

SportsTG kickstarts change with powerful mobile app built on Heroku

The new “Game Day” app by SportsTG lets participants and their fans interact with clubs in a whole new way. SportsTG’s 6 million registered users can manage their participation in one or more club sports. Parents can find out where and when their child is playing next and follow the score in real-time. Soon, they’ll be able to connect with others to volunteer for canteen duty or find out who’s bringing the half-time snacks.

Game Day is the first of many apps from SportsTG that will help clubs more fully engage with their communities and supercharge productivity for volunteers. The News Corp backed company also plans to transform the way grassroots sport uses data and analytics. Applying Artificial Intelligence (AI) for example will help to unlock new insights on how to keep kids involved in sport longer. It can also be used for more simple but powerful tasks such as pinpointing the best time and location for matches so as to reduce travel time for all involved.

 

 

 

 

right-arrow FUN FACTS

What's you bucket list destination?
Machu Pichu

What was your #dreamjob as a kid?
Bus Driver

What's your trailblazing playlist (or favorite song)
Wake Me Up Before You Go Go

What's your favourite woodland creature?
Aardvark

What's your favourite saying / motto?
"No draams" (no drama)

Meet Scott Wilson.

Our customer experience defines who we are and, with Salesforce, we’re making it as effortless as possible.
Scott Wilson
Managing Director & CEO
iSelect
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iSelect transforms to become Australia’s Life Admin Store

Blazing a new trail often involves ignoring the conventional roadblocks. For iSelect, this means continually asking the question “why not” when it comes to doing things differently. These two simple words have propelled iSelect from a small team of eight working out of a paint shop into a 700-strong team that’s helping millions of Australians with some of life’s most important purchase decisions.

Whether a customer needs the right health insurance or the best deal on a mortgage, iSelect can give them the information and confidence to make the right choice. Now, with an exciting new vision to become Australia’s Life Admin Store, iSelect is using technology to connect more customers with more of the services they need. Salesforce is helping iSelect on this path to success by giving its expert consultants the right information at their fingertips to deliver a seamless customer experience.

“Customers often come to us in the middle of a major life event. They may want health insurance for a new baby or a mortgage and utilities for a new home. Salesforce helps us capture all their needs and quickly connect them to the right products,” said Scott Wilson, Managing Director & CEO of iSelect.

Thanks to Salesforce, iSelect now has a single view of its customers so every consultant can see at a glance which products a customer has compared or bought in the past. This leads to smarter, more effective conversations about a wider range of products – not just the home loan or insurance the customer first enquired about. It also eliminates the need for customers to establish a new profile every time they interact with iSelect about a new product category.

Wilson said the transformation was all about making it faster and easier for customers to find the products best suited to their current needs. “Our customer experience defines who we are and, with Salesforce, we’re making it as effortless as possible. We want to remove all friction from the decision process by doing the heavy lifting for them.”

Speeding innovation

Today, iSelect serves more than 400,000 customers and delivers 6 million product comparisons each year. David Christie, Chief Administrative Officer, said the speed at which the company is transforming was based on the desire to connect with even more customers and deliver a seamless experience for all. "We want to be able to scale and bring innovation to market in real time. Salesforce will help us to do that,” said Christie.

iSelect has already started planning for a digital ecosystem where it can collaborate with its partners in real-time to speed service and time-to-market for new products. The ecosystem will also help automate workflow between iSelect and hundreds of partners across the insurance, utilities and finance industries.

Underpinned by Salesforce, the ecosystem will provide a powerful platform for iSelect to innovate and evolve.

“We’re continually challenging ourselves and adapting what we do to meet customer expectations. With Salesforce and its community of apps and partners, we’ll be able to get out in front and continue to disrupt the industry,” said Wilson.

 

 

 

 

Meet Tony Blamey.

Homepass is really evolving that open-for-inspection experience. We wouldn’t have been able to take that into the market, the way we did, without Salesforce.
Tony Blamey
Chief Commercial Officer
DOMAIN
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Domain Group breaks new ground in property to improve home buying journey

Domain Group’s vision is simple. As one of Australia’s leading multi-platform property destinations, it wants to connect buyers and agents and give them the best tools to make the home buying journey easy. Digitising the open-for-inspection process was a transformative step.

“The process for home buyers hasn’t really changed in over 20 years as far as the open-for-inspection process goes. You still see agents on the weekends with clipboards and pens, stopping buyers at the front door for their details,” said Tony Blamey, Chief Commercial Officer at Domain Group.

Domain Group knew there was a massive mobile opportunity just waiting to be harnessed but it had to move quickly. That’s why it turned to Salesforce to speed adoption of its Homepass app. The innovative app completes the connection between buyers and agents and gives them information at their fingertips.

“The Homepass app eliminates that awkward exchange at the door where agents are asking for contact details. They can greet buyers in a personal way and jump straight into a more valuable conversation,” said Blamey.

Success of the app depended on large market capture – there was little room for second place.

Salesforce together with Conga and DocuSign from the Salesforce AppExchange helped Domain Group blaze a trail to success. In just two weeks, Domain Group developed a two-step process to get agents to activate Homepass. With just one click in Salesforce an invite is sent to the agent. With another click, a contract is delivered. It’s that simple

A digital and mobile first approach for buyers and agents

Today, buyers simply download the Domain.com.au app and start checking in to properties. Agents download Homepass and catch that activity on their mobile devices in real time. The app can even connect with beacons on the open-for-inspection street signage to receive accurate data on who walked through the door and who walked away. It’s giving a true picture of market demand and helping agents sell smarter. For example, if a dozen buyers turn up to the front of the house but only two or three inspect it, it may signal an issue with the surroundings and trigger a conversation on price.

With Homepass, prospective buyers no longer need to fill out a form with their details at the door. Instead, they are automatically checked in by the app and the property details pop up on their mobile screen. The agent immediately sees their name, photo and history of inspected properties.

Domain Group is now using Salesforce to respond quickly to agent queries and track adoption in real time. In an instant, account managers can see which agents have activated the app and which they need to follow up with. It is accelerating adoption and success.

“Homepass is really evolving that open-for-inspection experience. We wouldn’t have been able to take that into the market, the way we did, without Salesforce,” said Blamey.

 

 

 

 

right-arrow FUN FACTS

What's you bucket list destination?
Italy

What was your #dreamjob as a kid?
Policeman

What's your trailblazing playlist (or favorite song)
Hotel California

What's your favourite woodland creature?
Fox

What's your favourite saying / motto?
"Nothing happens until someone sells something"

Meet James Thornton.

Salesforce helps us connect with our customers to deliver travel experiences they will love.
James Thornton
Global Managing Director
Intrepid Group
hero-intrepid

Intrepid Group blazes a new trail in travel with sustainable adventures for everyone.

Retaining the title of world’s largest adventure travel company requires a passion for new experiences. That’s why the Intrepid Group continues to innovate and create new ways for customers to connect with the world. This includes giving back to the places and people that it visits – something that Intrepid has always believed in. “We believe that travel can change the way people see the world, so we want to deliver experiences that keep them coming back for more,” said James Thornton, Global Managing Director of Intrepid Group. “Salesforce underpins this philosophy as it means we’re nurturing the customer relationship from the start.”

Re-emerging as an independent company after a four-year partnership, Intrepid Group had an opportunity to transform the business. The company wanted to take its vision to a like-minded audience in new international markets, but work smarter by taking customers on a more personalised journey across all its brands. The centralisation of customer data and the move to more agile systems and ways of working was the first step.

For Intrepid, Salesforce was fundamental to blazing this new trail to success. Salesforce opened the door to an entire ecosystem of partners and expertise to support Intrepid’s vision and growth. Today, all systems are cloud-based and employees work more flexibly and collaboratively from all over the world. Salesforce provides a new layer of insight and capability for smarter service and more personalised marketing. It also provides a platform for connecting new apps and partners as Intrepid Group scales internationally.

Michelle Beveridge, CIO of Intrepid Group, said “We’re reimagining all that we do to surprise and delight our customers – before, during and after their trip. We also want them to experience even more adventures with us, starting with our youth brand Geckos Adventures, graduating to off-the-beaten track places or family travel with Intrepid, or enjoying a softer landing with Peregrine Adventures.”

Thornton added, “We’re on an amazing journey to create more sustainable travel experiences for customers all over the world.”

Forging a deeper connection with its customers will support Intrepid Group’s continued expansion as well as the aims of The Intrepid Foundation. The company’s not-for-profit supports projects in areas like healthcare, education and human rights along with environmental and wildlife protection.

Travellers engage with these projects as part of their tours and then support them financially through the Foundation which matches donations dollar for dollar. With the adoption of Marketing Cloud, Intrepid plans to provide travellers with more tailored communication on the work of The Intrepid Foundation, updating them on the projects they support and suggesting new projects and destinations they can help based on their travel profile. These 1:1 communications will sustain traveller engagement as well as support the Foundation's ambitious fundraising goals.

“The transformation underway is touching every part of our business, from the projects we support through The Intrepid Foundation right through to supporting our sales staff who will be able to deliver an even better customer experience with information pushed out to them via the mobile,” said Beveridge. “It’s a journey we’re all excited to be on.”

 

 

 

 

right-arrow FUN FACTS

What's you bucket list destination?
Colombia

What was your #dreamjob as a kid?
Pro soccer player

What's your trailblazing playlist (or favorite song)
Live Forever by Oasis

What's your favourite woodland creature?
Owl

What's your favourite saying / motto?
"Don't count the days, make the days count"

Meet Cambell Holt.

With Salesforce, we’re putting the customer at the centre of everything we do. It’s redefining our customer experience and increasing value.
Cambell Holt
Chief Customer Officer
MERCER
hero-intrepid

Mercer blazes trail from super admin to super engagement.

In the race to reimagine superannuation services, global consulting and financial services firm Mercer is leading a shift from the age of administration to the era of engagement. Recognising the tremendous opportunity to redefine the customer experience, the firm launched a three-year transformation program across its financial services business in the Pacific.

Salesforce is driving Mercer’s transformation and powering new personalised, contextualised customer experiences.

Cambell Holt, Chief Customer Officer at Mercer, said the company was setting a new standard in an industry traditionally focused on efficiency and lowest cost-to-serve. “With Salesforce, we’re taking everything we do and putting the customer at the centre. It’s redefining our customer experience and increasing value,” said Holt.

For decades, a real competitive tension was missing in Australia’s now 2.1 trillion dollar superannuation industry. The seeds of change were sown when Australian workers were given the option to choose their own superannuation provider, opening the door to today’s era of competition and disruption.

The biggest threat comes from competitors still unknown, with technology lowering the barriers to entry in this fast-growing market. That’s why Mercer is blazing a new trail to take the lead when it comes to the customer experience.

“We knew that to survive and thrive we needed to be brave and do things differently. We also needed to invest in the right people and technologies to get the job done,” said Holt.

Mercer extended its partnership with Salesforce for a single system Holt describes as the “beating heart” of its marketing and customer experience effort. It’s also leveraging apps and ISV support from the Salesforce community.

Salesforce’s integrated digital marketing platform has changed the way that Mercer connects with its customers across the spectrum – from workforce new entrants to those on the cusp of retirement. It’s given Mercer’s Pacific marketing team the keys to unlock data, and clever tools to make customers feel valued and engaged. The team today is also extremely quick on its feet. Where once it took months to plan, execute, and measure marketing campaigns, today it takes hours and days.

“An exciting outcome of this transformation is that our people are developing new skills fundamental to the future of marketing. They are blazing their own trails for success career-wise,” said Holt.

Holt singles out Salesforce for what he calls “automated campaign interventions” – where data and predictive analytics automate campaign experience. He said conversations were “richer” when grounded in data and the associated customer insight, and had in some cases boosted sales conversion by more than 40%.

Mercer’s seismic shift in people, process and technology is also enabling it to deliver personalised, contextualised campaigns 365 days a year. The marketing and customer experience activities are providing triple digit returns.

“Salesforce has transformed the way we convert consumer insight to consumer action,” Holt said. “Now we create immediate engagement and capture all the action that follows.”

 

 

 

 

right-arrow FUN FACTS

What's you bucket list destination?
Bucket list destination would have to be space! Richard Branson and Space X really need to get a move on with their space tourism offerings… Failing that, I’d love to see Antarctica.

What was your #dreamjob as a kid?
Formula 1 driver. Although I’m not sure it would’ve ever really felt like a job. I still fantasize about this as a #dreamjob

What's your trailblazing playlist (or favorite song)
The trailblazing playlist is pretty eclectic and currently features a lot of Chet Faker, John Mayer, Calvin Harris, Regina Spektor and Johnny Cash

What's your favourite woodland creature?
The Bear

What's your favourite saying / motto?
“If it’s worth doing, it’s worth doing well”