Last week ended on such a high note for me. As the person who looks after Salesforce customer programs for APAC I never tire of hearing about their incredible innovation and success. Let’s face it; this region rocks when it comes to innovation!
Salesforce Essentials Melbourne, at MCEC on Friday, didn’t disappoint. First we got a sneaky insight from Australia Post’s Brady Jacobsen into what the things might look like if you were truly connected to your postal service. Australia Post is innovating for the digital age on the understanding that its customers are on all channels and want choices.
His vision is based on the ideal of days gone by where people knew their posties by name and counted them among their friends. What does that look like via call centre services? I have a feeling we are going to find out. In the meantime, Brady also recounted how connecting services and processes in the Salesforce1 customer platform is already reducing the average customer experience from 160 to 11 clicks!
David Palmer of Optus was able to report a 70 per cent increase in productivity through using Salesforce.
And, Matt Bullock, Founder of eWAY gave an inspirational account of what happens when an SMB takes an innovation-based strategy. Matt’s offices have more than 50 wall mounted TVs displaying a whole host of data – for celebrating wins, reviewing performance, supporting services, and making strategic business decisions, it’s truly impressive.
Running in the background is the Salesforce1 Platform connecting Sales and Service operations, and a Salesforce Marketing layer underneath. The data synergy Matt has created is sending lead conversions up, smashing down ticket numbers and taking the friction out of the customer experience. I have to agree with him when he says “It’s a crazy thing we do here at eWAY!”
There is more, so much more – but I won’t be a spoiler for those who want to join us in Sydney, Brisbane and Auckland, click here for details.
About the Author
Kayleigh Kahlefeldt runs the customer and content programs for Salesforce APAC.