{"id":51704,"date":"2022-07-13T19:22:00","date_gmt":"2022-10-18T19:22:26","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51704"},"modified":"2023-03-06T14:33:01","modified_gmt":"2023-03-06T03:33:01","slug":"7-aussie-businesses-share-tips-on-how-they-put-digital-first-first","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/7-aussie-businesses-share-tips-on-how-they-put-digital-first-first\/","title":{"rendered":"7 Aussie Businesses Share Tips on How They Put Digital-First, First"},"content":{"rendered":"\n

We had a great opportunity to learn from Trailblazers during a series of Grow your Business from Anywhere events that took place in Auckland, Brisbane and Melbourne over May and June. At the event, leaders shared how they\u2019re putting technology at the core of their business using Salesforce. Here are their tips on how to embark on a digital transformation project, wherever you are on your business journey.<\/p>\n\n\n\n

Tip 1: Don\u2019t stop the customer journey at the point of sale<\/h2>\n\n\n\n

\u2014 Katie Dance, Business Transformation Manager, Intrepid<\/b><\/p>\n\n\n\n

Operating across seven continents, Intrepid Travel<\/a> is the world\u2019s largest adventure travel company. Their top priority is creating a seamless customer experience, regardless of the channel. <\/i><\/p>\n\n\n\n

Change your mindset about the customer journey. Stop viewing the sale as the endpoint, but rather one element in a cohesive journey. For example, at Intrepid we create personalised journeys<\/a> for our customers that extend well beyond the point of sale. These journeys should continue to inspire and excite them as they progress towards their travel date.<\/p>\n\n\n\n

Don\u2019t underestimate the role of data in giving you a 360-degree view of your customer.  So before you start on your digital transformation, clarify internally what qualifies as good data and set rules around data flow and how data is leveraged.<\/p>\n\n\n\n

Tip 2: Decide on your north star before you start the digital transformation process<\/h2>\n\n\n\n

\u2014 Michael Edwards, Transformation Program Manager, Olympus<\/b> <\/p>\n\n\n\n

You may recognise Olympus as a consumer camera brand, but it may surprise you to learn that their primary business is creating medical technologies to improve cancer diagnosis with a focus on making people’s lives healthier, safer and more fulfilling. With the majority of their customers in healthcare, the Olympus Australia and New Zealand team was driven by never being the cause of their customer\u2019s downtime.   <\/i><\/p>\n\n\n\n

Decide on your north star before embarking on a digital transformation journey<\/a>. Here at Olympus, we landed on availability as being the guiding light for our processes. <\/p>\n\n\n\n

Since implementing Salesforce, we\u2019ve been able to keep our inventory data in one place, meaning we can serve our customers better by offering them exact delivery dates. And in a situation where a hospital needs certain medical equipment to conduct a surgery, having confidence when the equipment will arrive is essential in scheduling the operation. We\u2019ve changed the paradigm to be significantly more customer centric, it\u2019s shifted from \u201cexpect your delivery any time in the next eight weeks\u201d to \u201cwhat day would you like it to be delivered?\u201d<\/p>\n\n\n\n

Tip 3: Bring your stakeholders on the journey<\/h2>\n\n\n\n

\u2014 Simon Wirth Head of Technology, Planning and Delivery, AFL<\/b><\/p>\n\n\n\n

The Australian Football League (AFL) governs more than the big stadium games. Their remit covers everything from community games to ticketing. They embarked on a Salesforce journey to make the company more connected.  <\/i><\/p>\n\n\n\n

Our digital transformation journey<\/a> was kickstarted by a need for a central source of truth. Before we introduced Salesforce, there were a lot of spreadsheets and different systems that didn\u2019t talk to each other \u2014 resulting in, you guessed it, siloes.  <\/p>\n\n\n\n

We\u2019re around six months into creating a shared services model so all arms of the AFL can access the same technology. <\/p>\n\n\n\n

My top advice? Be very deliberate during the change management process. Remember, change is hard and you\u2019ll encounter naysayers along the way. Start by getting the important people trained up at the right time. Doing this will show them Salesforce\u2019s benefits early and bring them along on the journey.  <\/p>\n\n\n\n

Looking to grow your business? Get advice from our Trailblazers<\/a>.<\/p>\n\n\n\n

\"Looking<\/a><\/figure>\n\n\n\n

Tip 4: View your CRM as an investment in your business<\/h2>\n\n\n\n

\u2014 Ryan Robertson, CEO Bittn<\/b><\/p>\n\n\n\n

Bittn is a pest control company that relies on science and technology to banish those unexpected housemates from your home or workplace. The Bittn team spends a lot of time in the field, meaning their scheduling systems have to be seamless.<\/i><\/p>\n\n\n\n

My biggest piece of advice is to view Salesforce as an investment in your business. We tried every CRM under the sun, but we found ourselves hitting a wall. Scheduling was starting to feel impossible and we couldn\u2019t communicate as a team. <\/p>\n\n\n\n

So view the transformation as an investment and commit to finding an experienced Salesforce partner who can help you roll it out. You\u2019ll see the benefits pretty quick!<\/p>\n\n\n

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View the transformation as an investment and commit to finding an experienced Salesforce partner who can help you roll it out.<\/p>Ryan Robertson | Bittn<\/cite><\/blockquote>\n\n