by Rip Gerber, Chief Marketing & Alliance Officer, Vlocity
Last week, leaders in cloud computing and innovation descended onto San Francisco to meet with Salesforce and Vlocity, and to attend customer success presentations, Industry Cloud workshops, CXO dinners, on-stage presentations and interviews, and the “must-attend” industry networking receptions and after-parties.
Even if you were at Dreamforce, you might have missed all of what Vlocity hosted and delivered, as we were often in many places at once. So here’s a recap of the Top 10 Industry Cloud highlights from Dreamforce ‘16.
10. Customers Dive into Industry Cloud Apps
Industry Cloud apps were omni-present on the conference floor at Dreamforce, with Vlocity demo’ing the latest award-winning apps on the Salesforce Customer Success Platform. Well-known brands like Farmers Insurance, T-Mobile, Principal, New York Life, Travelers, Optus, Deutsche Telekom, Telus, MassMutual, Anthem, AXA, Zurich, AMP, Prudential, Guardian, Old Mutual, AIG, and Nationwide all stopped in to see the latest in Guided Selling, omni-channel engagement, digital transformation and cloud-enabled agility. More than ever before, enterprises are seeking cloud and mobile software that embed industry-specific functionality and processes for customer-centric industries.
Access the Vlocity customer presentations and sessions here.
9. Vlocity Engineers Host Multiple Sessions
This Dreamforce, the stellar Vlocity engineering team was on stage to deliver not one – but SEVEN – technical presentations…more than any other company except our host Salesforce. Fuad and TD taught us about building Wave apps. JJ was “off the grid” about moving from on-premise to the cloud. Derrick got us started building Lightning components. Matt Q got APEX code secure. Raju was all about cloud scalability and performance. DLQ taught about Wave Analytics. James G helped others jump-start their careers in Salesforce. Incredible content, incredible diversity. When your engineering team is showcased at the world’s biggest cloud technology conference, you know you have the dream team inside your apps.
If you'd like to see more of these Industry Apps in action, click here for a demo.
8. Anthem: Extending the Brand Experience to Brokers with Vlocity and Salesforce
In the words of Amy Bastien, Staff VP of Sales Development at Anthem, selecting Vlocity was just like buying a house (see her three points below). Empire Blue Cross Blue Shield relaunched into the Small Group market this October and needed a new platform to empower their brokers to quote and sell health insurance. Amy and her colleague, Tony Angle, Director of Sales Force Automation, presented this journey and their software explaining the three main pillars of their decision: 1) Trusted Team, 2) Location, Location, Location, and 3) Good Bones. As Amy put it, “I’ve been in this business for 30 years, and I meet many different technology companies. I can easily pick out the ones that really don’t have industry expertise, or are very focused on one key actor like a broker or consumer. The Vlocity team is comprised of industry experts that really understand ALL actors and aspects of our business.”
If you'd like to learn more about Anthem's journey with Vlocity, click here.
7. Vlocity's Winter Release '17 Wows Attendees
The big stars of this year’s Dreamforce were omni-channel customer engagement and guided interaction apps. When you are the leader in Industry Cloud apps, you don’t need a gimmicky trade show booth. Vlocity deploys an open booth design that showcases our software, and wow did the Industry Cloud apps built on Salesforce look great this year. We don’t hire temps to grab passers-by and pull them into loud theater sessions, or chum the crowds with iPad giveaways or branded water bottles. Our conference floor presence is about showcasing our software, software that pulls in the innovators and the technology and business leaders driving transformation in their companies.
6. Salesforce Ventures Invests (Again) in Vlocity
Right before Dreamforce, Vlocity announced that it had raised another strategic round of funds to accelerate rapid growth, expanded product development and global customer success capabilities. The $50 million funding round was led by Sutter Hill Ventures and included participation from strategic investors including Salesforce Ventures, Accenture, New York Life, Kennet Partners, TDF Ventures, and Wildcat Venture Partners. “We're excited to have Vlocity contributing to the incredible innovation occurring in the Salesforce ecosystem,” said John Somorjai, EVP of Corporate Development and Salesforce Ventures, Salesforce. “Vlocity has proven that even the largest and most complex on-premise CRM systems can easily migrate to the cloud—an amazing testament to the growth potential and power of the Salesforce platform.”
Read Press Release and Financial News here.
5. Keith Block Talks About Vlocity
Vlocity delivers cloud and mobile software that embed industry-specific functionality and processes for customer-centric industries. Built in partnership with Salesforce, the world’s #1 CRM company, Vlocity enables companies to deliver an omni-channel experience, achieve greater sales and service agility, and capture faster value from the cloud. At the opening of Dreamforce, Salesforce COO and Vice Chairman Keith Block shared his vision for partners, industry verticals, and Vlocity. Says Keith: "We couldn’t also do telcos, so we created a relationship with Vlocity."
Read Keith Block's full interview here.
4. Principal: Faster Time-to-Value with the Cloud with Insurance-Specific Apps
Principal Financial Group is one of the oldest financial institutions in the United States. Since its inception, Principal has been built on the foundation of putting the customer first. Alan Corey, Director, IT, with Sean Lowe, IT Application Architect (seen below with Vlocity Insurance Cloud leader, Ron Young) said it best on the Dreamforce stage Tuesday afternoon: “the customer is at the center of everything we do - and the Salesforce/Vlocity platform is the foundation of this. "Starting with an 800+ user implementation of Service Cloud and now Vlocity, Principal Financial Group is leveraging the platform to continue to provide best-in-class service to our customers throughout the world, and shared with Insurance professionals from all over the world. In the words of one customer, “it is brilliant!”"
To learn more about how Principal is driving customer success with Vlocity, click here.
3. Telus: How they dramatically improved their Contract Lifecycle and Order Capture Processes
Vlocity customer Telus kicked off their week at Dreamforce being one of 15 Salesforce Service Cloud customers globally to win the highly coveted Service Cloud Trailblazer Award. The “Age of the Customer: Customer Engagement Award” was presented to Telus for their work with Salesforce and Vlocity in improving the Telus Likelihood-to-Recommend score. Brad Pruner, Director of CRM Enablement at Telus, took the stage on Wednesday morning and shared his story with the audience. Telus became a Vlocity customer shortly after Dreamforce 2015, and their Industry Cloud journey is delivering incredible business results. Today, Telusis addressing even more business challenges by leveraging the Salesforce Customer Success platform and Vlocity. The numbers tell the story: 80% reduction in new product introduction time, >50% reduction in agent on-screen keystrokes, and a total decrease in Contract lifecycle from 41 to 5 days. That's the power of Vlocity Industry Cloud apps, by the numbers.
To learn more about the incredible Telus journey from on-premise to cloud, click here.
2. Sky Italia: Transforming the Customer Experience
Umberto Angelucci, CTO, Sky Italia, helped Andy Baer, SVP, Communications at Salesforce, kickoff the Communications & Media Trail at the conference on Tuesday. Umberto spoke at the Communications Kickoff about their real world business results and how Vlocity is leading their efforts to modernize Sky contact centers. That same day, Sky Italia, along with Telus, received a Service Cloud Trailblazer Award - the “Service Intelligence Award: Service Center Excellence.” On Wednesday morning, Gabriele Scarponi, CIO, Sky Italia, joined Brad Pruner from TELUS to speak about their B2C journey. Sky Italia, one of the largest B2C European contact center deployments in the Salesforce ecosystem, has already exceeded their Business Case expectations in Phase One of the project: Sky Italia has scored a 41 point increase in NPS, a 10.5% reduction in ACHT, and an 12.5% increase in Agent Productivity, all by implementing Salesforce and Vlocity. Phase Two is underway, promising even higher productivity gains.
Click here to learn more about the Sky Italia customer experience transformation.
1. Giving Back
At Dreamfest, it was a “Beautiful Day” for Industry Cloud apps and Vlocity. U2 entered the Dreamfest stage at “Cloud Palace” and rocked the crowd. The top sponsor of the evening? Vlocity. The concert raised $10 million for UCSF Benioff Children’s Hospitals. Like Salesforce, giving back is at the very core of what Vlocity is all about. We thank our customers, our partners, our employees, all our friends at Salesforce and everyone touched by Industry Cloud for the honor of giving back to our communities.
Dreamforce '16 was an incredible week for Industry Cloud apps, for Vlocity customers and for all our friends in the Salesforce ecosystem. Looking forward to seeing you again at Dreamforce '17!
Chief Marketing & Alliance Officer, APAC Exec Sponsor
Rip Gerber has 25 years’ experience inspiring and leading great people to build disruptive, market-leading companies, raising over $500M in venture and IPO funds that have delivered a collective 5x return on invested capital. He currently serves as Chief Marketing and Alliance Officer of Vlocity, Inc. where he leads all go-to-market activities, brand strategy, and global business development. Gerber has helped propel Vlocity as the fastest-growing Salesforce partner (out of 3,700) for two years in a row. Gerber also oversees Vlocity’s partner ecosystem and Vlocity’s APAC region.
Rip is also an international best-selling author and accomplished musician. Throughout his career he has driven a dual agenda of ‘pragmatic creativity’ and ‘warp-speed innovation’ in the enterprise software, mobile, and Software-as-a-Service industries, where he has served in CEO, GM, Board Director and CMO roles for several venture-backed and seed-to-IPO companies. He started his career at the CIA and has served in management roles at Firestone, American Express, Nokia, Publicis, as well as founding and selling several tech companies including @once, Commtouch and Locaid. He has a biochemical engineering degree from the University of Virginia and an MBA from Harvard University.