SF Society Magazine | Spring 2019

Spring

2 0 1 9

SFSociety

SF Society SF Society Society Society MAGAZINE

T H E

I N D E P E N D E N T

V O I C E

O F

T H E

S A L E S F O R C E

Noo2No2 N

QUARTERLYQUARTERLY QUARTERLY

E C O S Y S T E M

MAAGGAAZM ZI IN ANG M EE A Z I N E

INE N SG EVSO SEOFE FI IO O EH O REM IDEDREM EL D W I D E TN INTNTOD D N N TLTLN CA EC FEFEITCO TCH ESO SYESYW SETSO TC N TDED IEENEESN SO LCOEO R W HEG INH NH D P D N VEFSO EESC TECO SDD YW S TIO OOTN NN IT TTC AA EVH RERT OH YEY SFSCTECTO M LLM HH EEEEC IC PGEPEE TE C EE SOM SYW ETERO M

2019 | 2019 ||2019

Partnering upto to put poverty down Partnering upput to put poverty down Partnering up poverty down Page26 26 Page

Page 26

20 years of :partner Special Theabout Vanguard have Salesforce Partner Let’s talk about Spotlight: R’s Education Let’s talk Spotlight: 3latest R’s Education Let’s talk about 33Frank R’s Education elcome Keith Block ...

CongaReport: talks about digital Mason Frank eet theWelcome ISV partner :CONGA CONGA Keith Block:...

Conga talks about digital Spotlight: Mason Frank latest Meet the ISV CONGA lcome Keith Block ...

Conga talks about digital Mason latest eet the ISV partner PAGE 28 Salesforce PAGE 5 Homelessness PAGE 22 arrived!

Events PAGE 52 PEP PAGE 28 PAGE 18 PEP PAGE 28 PAGE 18 PEP PAGE 28 PAGEsalary 18 18 the PAGE 18 PAGE GE 18 eGEnew new co-ceo transformation salary survey PAGE PAGE12 12 PAGE14 14 new co-ceo transformation salaryPAGE survey PAGE 6 PAGE 12 PAGE 14 co-ceo transformation survey 66 PAGE SFMediaPartners @SFMediaPartners sf_media_partners www.sfsocietymagazine.com editorial@sfmediapartners.com facebook.com/SFMediaPartners @SFMediaPartners instagram.com/sf_media_partners linkedin.com/company/sf-media-partners facebook.com/SFMediaPartners @SFMediaPartners instagram.com/sf_media_partners linkedin.com/company/sf-media-partners facebook.com/SFMediaPartners @SFMediaPartners instagram.com/sf_media_partners linkedin.com/company/sf-media-partners editorial@sfmediapartners.com editorial@sfmediapartners.com editorial@sfmediapartners.com

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

FOREWORD WOW! WHAT A FIRST QUARTER THAT WAS! The magazine was launched to great success and much acclaim. Thousands of copies distributed, plus thousands more from around the world reading online about the amazing ecosystem we are all so privileged to be a part of. Special thanks to those readers who have fedback their comments … this is YOUR magazine and we are always keen to hear from you.

we have featured them in this edition along with some more amazing trailblazers from WIT. We also get a sneak peak into what they will be presenting at London World Tour!

There were some immense announcements at Dreamforce so 6 months on we look at how has the message been received on the World Tour Circuit. Our hometown favourites, Ladies be Architects, blew the doors off with their Dreamforce presentation! Their work attracted much respect and admiration so

A s many of our reade rs kno w we are passionate about giving back and doing good. A large proportion of the magazine will always be dedicated to charitable organisations and the amazing work people around the ecosystem are doing to make a difference to those less fortunate.

Due to the great feedback, we have continued with our look into the Circular Economy and how it relates to the Salesforce ecosystem.

Of course there are stories from around the world including an article submitted to us by newly weds Meghan and Emile Van Den Berg.

Great customer insights as well as Salesforce MVP, Amnon Kruvi who shares his journey plus the list of latest MVP’s.

So please enjoy the much anticipated 2nd edition. A key read as we go into Q2 and remember we want to hear from you! If you would like raise awareness for your company, a special colleague or an amazing project or charitable activity ... we would love to hear from you. Enjoy!

Editor

CONTRIBUTORS Nadio Granata James Collett Ciaran McCullagh Gemma Emmett Lee Parker Joe Thomas Henry Levy et al Wayne Parslow Meghan Van Den Berg Rachel Brock Robbie Burnell Justin Halfpenny Ricky Mortimer Rex Langton Amnon Kruvi Rebecca Pooley Heather Black Michelle Parkes Chris Haggis Lee Pearson Holly Firestone Adrian Barraclough Dr John Leaver Kelley Orcutt

COMPANIES

SOCIETY MAGAZINE Publisher Statement-The views expressed by the contributors are not necessarily those held by the publishers or collaborators and therefore no responsibility can be held by SF Media Partners Limited for misinterpretation. Reproduction of this magazine without the express permission of the publisher is prohibited. Whilst every care is taken in the production of this magazine, the publisher/editor and staff cannot accept any responsibility for errors in articles, advertisements or programme schedules. To subscribe to this magazine, in the first instance email: info@sfmediapartners.com. Published by SF Media Partners Limited, Registered Office: Abacus House, Pennine Business Park, HD2 1GQ SF Society: Searching for Society is a publication by SF Media Partners Limited.

Front Cover Photo: 2 0 years of salesforce

SF Media Partners Vanguard Cloud Consulting Conga Ladies Be Architects Financial Force Veeva Validity CloudSmiths Haymarket Media Group Precursive MobileCaddy Kruvi Solutions Stride Consulting Salesforce Supermums Plogolution NewVoiceMedia – a Vonage Company Peak District National Park University of Huddersfield Zuora

Contents

2

S O C I E T Y

\

S P R I N G

2 0 1 9

SALESFORCE ANTHOLOGY SALESFORCE NEWS FROM AROUND THE GLOBE MERGERS AND ACQUISITIONS

LOOK BACK: KEY MESSAGES FROM DREAMFORCE

START UP PROFILE: VANGUARD CLOUD CONSULTING BUSINESS SUCCESS THROUGH DIGITAL DOCUMENT TRANSFORMATION Q AND A: HAYMARKET BRING VISIBILITY ACROSS YOUR BUSINESS WITH EINSTEIN

2019 LIFE SCIENCES INDUSTRY PREDICTIONS NEWVOICEMEDIA/VONAGE: THE OMNI CHANNEL CUSTOMER EXPERIENCE PRECURSIVE PERSPECTIVE: THE AGILE WORKFORCE

WAYNE PARSLOW GOES IN SEARCH OF DATA HEAVEN SALESFORCE MVP’S: AMRON KRUVI’S MVP JOURNEY GETTING MARRIED WITH SALESFORCE IN OTHER NEWS… HIGHER EDUCATION SUPERMUMS: FLEXIBILITY IN THE WORKPLACE KEEP CALM AND PLOG ON ENGINEERING AN ENERGY TRANSITION TOWARDS A CIRCULAR ECONOMY SALESFORCE PARTNER EVENTS

3

5 16 18 20 28 29 30 31 34 36 38 40 42 44 46 47 48 50 52

4

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

5

SALESFORCE ANTHOLOGY

ON MARCH 8, 1999, MARC BENIOFF, PARKER HARRIS, FRANK DOMINGUEZ, AND DAVE MOELLENHOFF GATHERED IN A SMALL ONE-BEDROOM APARTMENT IN SAN FRANCISCO TO BEGIN THE SALESFORCE JOURNEY. THEY WOULD BUILD A COMPANY BASED ON THREE BREAKTHROUGH IDEAS: PIONEERING A NEW TECHNOLOGY MODEL IN THE CLOUD; A SUBSCRIPTION BUSINESS MODEL; AND AN INTEGRATED PHILANTHROPY MODEL. AND, IT WOULD REVOLUTIONIZE THE SOFTWARE INDUSTRY. 3

Sharing the cost of expensive compute resources across multiple customers by leveraging a multi-tenant architecture.

4

Democratizing the availability of software by removing the installation, maintenance and upgrade challenges

But, it’s not all rosey. According to Techcrunch, there are some significant challenges facing Salesforce (and other SaaS providers) going forward …..

Twenty years later, Salesforce’s 36,000 employees are continuing that revolution, democratizing cloud, mobile, social, IoT, and AI technologies for companies of every size and industry. Driven by its core values -- Trust, Customer Success, Innovation and Equality for all - Salesforce has changed the way the world does business and at the same time, improved the state of the world.

In his book, Behind the Cloud, Benioff lays out four primary reasons for the introduction of the cloud-based SaaS model:

1

Realigning vendor success with customer success by creating a subscription-based pricing model that grows with each customer’s usage

2

Putting software in the browser to kill the client-server enterprise software delivery experience

• Subscription is the right pricing mode • Better user experience matters A review of some of the celebratory messages posted in honour of the significant birthday, and how the world has changed in twenty years, suggests the following will prove challenging: • Computing is now cheap • Installing software is now much easier • Cloud computing can now be “private” • Regulations can penalize centralized services • Data breach exposure is higher than ever

“Fast-forward to today, and in some ways it’s clear just how prescient Benioff was in pushing the world toward SaaS.”

• Applications are much more portable • Emmergence of loud access security brokers So, reader … how do you foresee the challenges facing the Salesforce ecosystem in the next 3, 5, 10 years? Do you acknowledge these risks? Are there other risks we should look out for? In order of impact, which risks are the most concerning?

Of the four reasons laid out above, according to Techcrunch, Benioff nailed the first two:

To contribute to our survey and enter our prize draw, go to: SURVEY MONKEY. https://www.surveymonkey.com/r/TPFVDNJ

6

S F

S O C I E T Y

\

2 0 1 9

S P R I N G

S F

A GUIDING PROCESS

THE DEBUT

We have reproduced this road map to illustrate the amazing achievements made by Salesforce over the past 20 years.

Marc demos the first prototype promoting Salesforce automation via the web.

1999

\

S P R I N G

2 0 1 9

7

2000 40 EMPLOYEES

VISION For more information and full stories visit: https://www.salesforce. com/company/news-press/ stories/2019/03/030819-t/

S O C I E T Y

On March 8, Salesforce begins in a one-bedroom apartment on Telegraph Hill, San Francisco, with a clear vision to be ‘A World-Class Internet Company for Sales Force Automation’

By December the staff grows to 40 employees.

OFFICIAL OFFICE

ENTERPRISE APPS AS AN ONLINE BUSINESS SERVICE

By July, the company expands to an office at Rincon centre.

Salesforce.org launches the 1-1-1 model, leveraging our technology, people and resources to improve communities around the world.

THE END BEGINS

NEW DIGS

Salesforce releases it’s on demand CRM service application

Salesforce opens a second office at One Market Street.

2001 KA-CHING!

TOP 10 TECHNOLOGY OF THE YEAR Infoworld

This modem was used from 2000 - 2002 for collecting credit card payments.

FREEDOM BASH David Bowie takes the centre stage at Carnegie Hall for a Salesforce benefit concert.

2002 THE YEAR OF PROFITABLE GROWTH > 100%

MAKING WAVES

THE YEAR OF SUSTAINABLE PROFITABILITY

Salesforce gets a boost from its first piece of major press coverage in the Wall Street Journal

DREAMING OUT LOUD

GLOBAL MOVEMENT

The first dreamforce attracts 1,000 attendees for 52 sessions and the launch of sForce 2.0. The theme event is ‘Imagination you can use”

Salesforce established a global presence opening offices in Australia, France, Germany, Ireland, Japan, Spain, and the U.K.

2003 HAVING A BALL Salesforce take over Pac bel park to celebrate it’s 5,000TH customer and a new product release.

THE YEAR OF PROVING THE MODEL

9,000 USERS 9,000 salesforce users at firms including Nokia, General Electric, general Motors and Cigna.

Images: © Salesforce

8

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

499+1

OWN THE MARKET

THE ONE MILLION SUBSCRIBER DREAM

Salesforce goes public at a premium cost of $11 per share.

S P R I N G

2 0 1 9

9

Salesforce employees raise over $1 MILLION for Hurricane Katrina relief and build the PeopleFinder.

2005 ON THE BIG BOARD

\

COLLABORATING FOR A CAUSE

Salesforce welcomes its 500TH employee.

2004

S O C I E T Y

2006 BOOM!

NEW CHAMPIONS

50 MILLION

The sustainability team forms after an employee raises her hand in a town hall to ask the leadership team how Salesforce is addressing environmental issues.

For the first time, 50 million transactions are recorded in one day on the Salesforce Platform

THE SUCCESS MACHINE

GOING MOBILE Salesforce’s mobile journey starts with the acquisition of a start-up, Sendia, and the original Salesforce mobile app, AppExchange Mobile, built with the Salesforce API. The AppExchange ecosystem grows to 100 partners and 26,000 installs.

WE HEART IDEAS IdeaExchange launches, inviting customers to contribute new feature ideas for future releases

2008

2007 GOING POSTAL

INTO THE TOP 10

Salesforce has its largest customer deployment to date, helping Japan Post serve its more than 100 MILLION customers.

PITCHING IN

Salesforce employees log 70,000 volunteer hours.

MOBILE APP REVOLUTION

KEEPING IT DREAMY

It took off with the launch of the IPhone. Salesforce was the first enterprise partner on the App Store

Dreamforce reaches a new milestone with 10,000 registered attendees.

51,000 SUCCESSFUL CUSTOMERS

EVERYONE DELIVER SUCCESS

GOOD FOR ALL Marc cements his view that business is the greatest platform for change, publishing The Business of Changing the World with 20 other thought leaders.

A MUST-READ The story of Salesforce is published: Behind the Cloud: The Untold Story of How Salesforce. com went from Idea to Billion-Dollar Company - and revolutionized an Industry.

FASTEST GROWING TECHNOLOGY COMPANIES IN THEForbes WORLD

Images: © Salesforce

10

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

#55

“100 BEST COMPANIES TO WORK FOR” Fortune

DEFINING A DECADE

APPTASTIC

With three launches a year, Salesforce publishes its 30TH product update.

The first application built on Force.com for the phone launches

S O C I E T Y

2009 DOMINATE ENTERPRISE CLOUD COMPUTING

\

S P R I N G

2 0 1 9

11

2010 SLEEVES ROLLED UP

MAJOR MILESTONE

Salesforce employees log over 125,000 volunteer hours.

Salesforce is the first cloud computing company to reach $1B in revenue

EXCELLENCE IN VIRTUE

1B

NEW LOOK

Salesforce.org gives away $14 MILLION in grants.

$

THE FACE OF INNOVATION

THE YEAR OF THE SERVICE CLOUD

The company logo gets a makeover.

THE POWER OF COLLABORATION

Forbes names Salesforce one of “The 50 Companies of Tomorrow,” taking notice of the innovation the company has achieved.

With Chatter providing enterprise social collaboration, more than 77,300 customers harness immediacy and productivity, coupled with trust, security, and scalability

HELLO, SERVICE CLOUD Salesforce adds Service Cloud to its product offerings

2011 KICKING OFF Chatter kicks off the Black Eyed Peas Super Bowl Half-time Show with an animated introduction produced in collaboration with will.i.am

QUADRUPLING THE DREAM Dreamforce online viewership explodes to 102,990, an audience four times larger than 2010.

CAMPUS EXPANSION

LARGEST EVER

7000 SALESFORCE EMPLOYEES

Salesforce leases space in 350 Mission Street, the first new LEED Platinum office tower in San Francisco

2012 THE YEAR OF THE SOCIAL ENTERPRISE

ONE OF THE WORLD’S MOST ETHICAL COMPANIES 4 YEARS IN A ROW Ethisphere Magazine

THE YEAR OF THE CLOUD 2 (SOCIAL, MOBILE, OPEN)

Dreamforce named world’s largest software conference with over 143,000 registered attendees.

2013 100,000 SUCCESSFUL CUSTOMERS

WELCOMING MARKETING CLOUD

Salesforce adds Marketing Cloud to its product offerings.

THE CUSTOMER COMPANY

EXACTLY! Salesforce completes its largest acquisition to date: ExactTarget.

Images: © Salesforce

12

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

astro nomical

#7

\

S P R I N G

2 0 1 9

13

CLOUD MAKEOVER

“100 BEST COMPANIES TO WORK FOR”

Meet Astro, who was born as an astronaut during Salesforce1 Dev Week.

S O C I E T Y

Salesforce gets a brand refresh

Fortune

2014 THE YEAR OF SALESFORCE MOBILE

TEACHING ON THE TRAIL

GREATER IN BRITAIN

Salesforce launches Trailhead, empowering anyone - regardless of education - to develop the skills needed for top tech jobs.

Salesforce Tower London opens

SUPERHEROES

BUILDING A COMMUNITY

Salesforce reaches

1,500,000 registered

The Salesforce customer community grows to 1 MILLION members.

developers.

DREAMY

HEY, CODEY

When San Francisco runs short of hotel rooms available for Dreamforce, Salesforce docks the “Dreamboat” for extra accommodations.

At Dreamforce, a lovable yet mischievous bear gives out bear hugs, poses for photos, and inspires the second Trailhead character

2015 DO THE WAVE

LIGHTNING STRIKES

Salesforce unveils a new wave in customer service: the Service Wave Analytics App

Salesforce Lightning lets developers of all skill levels create and customize modern, connected apps.

WOMEN POWER

BIG BENCHMARK

First Women’s Leadership Summit at Dreamforce

Employees log 1 MILLION volunteer hours

THE YEAR OF ANALYTICS

EQUAL PAY Salesforce conducts its first equal pay assessment, resulting in $3M in salary adjustments

the bigger apple

trailheadx AppExchange becomes one of the industry’s largest enterprise app stores.

Salesforce Tower New York opens

2016 THE YEAR OF LIGHTNING

DECADE’S BEST

Salesforce is lauded again as Forbes names it the ‘Innovator of the Decade’

#EQUALITYFORALL Salesforce takes a stand by hiring Tony Prophet to launch a new Office of Equality.

MORE PERSONAL SHOPPING Salesforce acquires Demandware to extend its Customer Success Platform to the retail industry, and introduces Commerce Cloud.

Images: © Salesforce

14

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

INFINITE POSSIBILITIES

FULL INTEGRATION

Salesforce Einstein, the first comprehensive AI for CRM, bridges the technology gap to make AI accessible to every company and every business user.

Salesforce aquires MuleSoft to help power Salesforce’s integration capabilities.

2017 THE YEAR OF EINSTEIN

S O C I E T Y

\

S P R I N G

2 0 1 9

15

2018 HONOURING EQUALITY HEROES

BUILDING A BETTER WORLD

Salesforce hosts its first Equality Awards to honour trailblazers .

Salesforce employees reach 2 MILLION volunteer hours

TOWERING

THE YEAR OF THE TRAILBLAZER

REVVING IN INDY

NET-ZERO

Salesforce Tower Indianapolis opens.

Salesforce achieves net-zero greenhouse gas emissions and provides a carbon-neutral cloud.

CO-CEOS

#1

WORLD’S BEST WORKPLACE

Salesforce Tower in San Francisco has its grand opening.

Keith Block is named Co-Ceo with Mark Benioff

Fortune

CUSTOMER 360

3 MILLION

#1

Salesforce introduces Customer 360 to easily connect and manage customer data across Salesforce apps.

Employees surpass

“100 BEST COMPANIES TO WORK FOR”

3 MILLION volunteer hours

Fortune

150,000 SUCCESSFUL CUSTOMERS

FOR THE KIDS Salesforce commits

$50M to foster computer science education

NEW OFFICE

DOING WELL AND DOING GOOD

Salesforce establishes the Office of Ethical and Humane Use.

Salesforce surpasses a $108 run rate faster than any enterprise software company in the world.

PRIME SPOT

on board

5,000,000,000...

Salesforce tops Fortune’s inaugural Future 50 list of companies positioned for breakout growth

Paker Harris named to Board of Directors

...transactions happening in a single day on the Salesforce platform.

Images: © Salesforce

16

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

SALESFORCE NEWS FROM AROUND

THE GLOBE HERE’S JUST SOME OF THE HEADLINES THAT HAVE CAUGHT OUR EYE...

SWITZERLAND ON DIGITAL GLOBALIZATION AND CLOSING DIGITAL DIVIDES: WORLD ECONOMIC FORUM PANEL DISCUSSION January 23rd: Technologies of the Fourth Industrial Revolution are reshaping everything from economies to the nature of work. As this transformation takes shape, it’s important that this wave of digital globalization doesn’t leave people behind and is broad-based and inclusive. This was the theme of a panel discussion titled “Making Digital Globalization Inclusive” at the World Economic Forum Annual Meeting in Davos, Switzerland.

GLOBAL

Other panel discussions included …

TAKING ACTION FOR THE OCEAN How can the world tap into the resources of the ocean while protecting it from environmental collapse? This was among the topics discussed in a panel discussion titled “Taking Action for the Ocean” on Wednesday. Did you know?

According to the Organization for Economic Cooperation and Development (OECD), oceans could contribute $3 trillion annually

BUSINESS INSIDER NAMES SALESFORCE CO-CEO KEITH BLOCK TO ITS LIST OF 100 PEOPLE TRANSFORMING BUSINESS

Salesforce co-CEO Keith Block as one of the top 10 enterprise tech executives transforming the technology industry.

The publication notes that Keith has been a central part of Salesforce's focus on customer success and how the company is leveraging today's "perfect storm of amazing technology disrupting business models and markets” to drive value and innovation for customers.

April 15th Business Insider released i t s i n a u g u r a l l i s t o f “ 1 0 0 Pe o p l e Transforming Business,” and recognized

Business Insider also profiled Block in a piece titled The new co-CEO of Salesforce explains how the $124 billion cloud company's

in value added to the global economy by 2030, supporting close to 40 million full-time jobs.

Read more, including thoughts from former U.S. Vice President Al Gore, on the Salesforce Newsroom.

Marc Benioff was joined on the stage by Jane Goodall, Bono, teen climate activist Greta Thunberg, diplomat and environmentalist Christiana Figueres, President & CEO of Sompo Holdings Kengo Sakurada, and will.i.am.

'fourth' act is using AI to give its customers the 'Holy Grail'. Block said that Salesforce has reinvented itself several times over the 20 years since it first came into existence, each time establishing itself as a major player in a new market.

S O C I E T Y

\

S P R I N G

2 0 1 9

IRELAND

AUSTRALIA

NEW SALESFORCE TOWER TO BE ONE OF IRELAND’S MOST SUSTAINABLE OFFICE CAMPUSES

SALESFORCE VENTURES INTRODUCES $50 MILLION AUSTRALIA TRAILBLAZER FUND

Dublin, January 18, 2019—Salesforce (NYSE:CRM), the global leader in CRM, today announced Salesforce Tower Dublin, significantly expanding the company’s regional headquarters in Ireland. As part of the expansion, Salesforce plans to add 1,500 new local jobs over the next five years. Salesforce.org, the philanthropic arm of Salesforce, also announced a $1 million grant to Educate Together, supporting the opening and running of schools in Ireland. Today’s announcements were made with the Irish Prime Minister, An Taoiseach Leo Varadkar TD at an event in the Convention Centre Dublin where nearly 1,000 Salesforce employees were present to hear details of the new plans.

Salesforce Tower Dublin will be an urban campus of four interconnected buildings located on North Wall Quay within Dublin’s vibrant Silicon Docks, overlooking the River Liffey. Salesforce employees are due to start moving into the 430,000 Sq ft campus in mid-2021. Salesforce Tower Dublin is being developed by Ronan Group Real Estate and Colony Capital.

Plans for Salesforce Tower Dublin will include an immersive video lobby experience; riverside paths connecting the campus to the cultural city hub; and an “Ohana Floor”, an open hospitality space for Salesforce employees, customers and partners, which will also be available for not-for-profit organisations and local community groups to use on weeknights and weekends at no cost.

Unveiling of fund kicks off Salesforce World Tour Sydney SYDNEY, March 5, 2019 — Salesforce (NYSE: CRM), the global leader in CRM, today announced that Salesforce Ventures, the company's global corporate investment group, has launched the Australia Trailblazer Fund, a new $50 million fund to empower Australian startups in the Salesforce ecosystem.

With this new fund, Salesforce Ventures deepens its commitment to the region by investing in local innovation and inspiring Australian entrepreneurs to create next generation technology that drives customer success across industries.

There is a phenomenal market opportunity to enable world-class startups across the country. According to Startup Muster1, nearly half of Australian startups are actively trying to raise funds, and 45 percent identify as delivering Software as a Service (SaaS) products. If these startups can secure financing and scale, 25 percent of the Australian economy is likely to be directly impacted by software by 2025, which equates to $524 billion of GDP, according to StartupAUS2.

JAPAN SALESFORCE ANNOUNCES ‘TOWER TOKYO’ April 10th : Today we’re proud to announce our first Salesforce tower in Asia Pacific, “Salesforce Tower Tokyo.”

Japan has been a cornerstone of our global presence since the very beginning. It was the home of our first international office 19 years ago, just a year after Salesforce was founded in San Francisco. Our Tokyo office started with three employees and has grown to more than 1,500 employees.

Salesforce Tower Tokyo” will be located at the Nippon Life Marunouchi

Garden Tower in the heart of the vibrant Marunouchi neighborhood, where we’ve leased all office space in the mixed-use building. Connected to the Tower is direct access to public transit and right on our doorstep is one of Japan’s most iconic landmarks, the Imperial Palace and Gardens.

17

18

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

MERGERS AND ACQUISITIONS

‘Employees of both Salesforce and Salesforce.org have volunteered 3.8 million hours of their time in their communities.’

REX LANGTON Rex is a business specialist who has worked from Wall St to Woop Woop Rex continually reviews and delivers opinion on global issues and the most important business activities After another amazing Salesforce quarter with strong results for many in the ecosystem, there have been some key moves by Salesforce and it’s partners that will see us ever more impressed by the tenacity of these trailblazing companies. Here are a couple that caught our eye this quarter.

WHAT SALESFORCE HAD TO SAY: When Salesforce was founded in 1999, the company pioneered the 1-1-1 model of integrated corporate philanthropy, donating one percent of its equity, product and employee time to communities around the world.

‘To date, Salesforce and Salesforce.org have provided technology for free or at a discount to more than 40,000 nonprofits and education institutions and donated more than $260 million in grants.’

On an investor conference call, Salesforce said it would continue "to provide free and highly discounted software to nonprofits and education institutions around the world" while making the philanthropic-minded arm of its business an actual software vertical within the company.

Salesforce said it would add $150 million to $200 million in revenue to its books this fiscal year, but said the transaction's one-time, $200 million non-cash charge reduced its adjusted-profit forecast by 20 cents a share for the year. "The impact on GAAP EPS is expected to be more significant than for nonGAAP EPS due to the additional stock-based compensation charges and the impact of other various non-cash items, including income tax adjustments.”

REX SAYS: This could impact shareholder price and cause some disruption for NFP’s as there may be some fear and wringing of hands of large multinational charities that the much discounted licence fees may increase.

Culturally, there are some subtleties too as some in the know compare SFDO as Salesforce 5-10 years ago with its culture and considered approach. The charity and education sectors are different to the commercial .com business. However, Marc Benioff and co are so vehemently passionate about their philanthropic child that it is hard

to see this acquisition going sideways and the customer centric values will win out.

It clearly sends out the message that ‘philanthropy is a culture’ and therefore further embedding these principles into the core Salesforce offering can only enhance the good that Salesforce brings to its customers.

Mapanything NAVIGATES INTELLIGENT SALE TO SALESFORCE April 2019 - Salesforce signed a definitive agreement to acquire MapAnything, a pioneer in location-based intelligence software built natively on the Salesforce Platform. MapAnything integrates mapbased visualization, asset tracking and route optimization to drive efficiency for field sales and service teams and deliver a better customer experience.

WHAT SALESFORCE HAD TO SAY: Customer experience is rapidly overtaking price as a key differentiator for brands.

MapAnything empowers field sales and service employees to show up armed with the right context to effectively address customer needs, allowing them to provide value in every interaction.

With MapAnything, Salesforce will be uniquely positioned to extend the power of Sales Cloud and Service Cloud post-closing to deliver market-leading location-based intelligence solutions that improve field sales and service employee productivity to deliver customer success.

The addition of MapAnything to Salesforce will help the world's leading brands accurately plan:

S F

S O C I E T Y

• how many people they need • where to put them • how to make them as productive as possible • how to track what’s being done in real time • what they can learn to improve going forward.

WHAT MAPANYTHING HAD TO SAY: John Stewart CEO of MapAnything said “Salesforce’s pe nding acquisition of MapAnything comes at a critical time for brands.

Customer Experience is rapidly overtaking price as the leading reason companies win in the market. Leading companies like MillerCoors, Michelin, Unilever, Synchrony Financial and Mohawk Industries have all seen how locationenabled field sales and service professionals can focus on the right activities against the right customers, improving their productivity, and allowing them to provide value in every interaction.

The Location market is expanding rapidly, and the addition of MapAnything to Salesforce will help the world's leading brands accurately plan: how many people they need, where to put them, how to make them as productive as possible, how to track what’s being done in real time and what they can learn to improve going forward.

‘Our customers, partners, and employees are at the core of everything we do here at MapAnything. We want to personally say thanks to everyone who’s been part of our journey thus far. We would be nowhere without your support, feedback, and encouragement.’

In our 9+ years in existence, we’ve been a Salesforce SI Partner, an ISV Premier Partner, and a Salesforce Ventures portfolio company.

We are very excited to start the next chapter in our journey once the deal closes, this time as part of the company we so respect and admire.

REX SAYS: This geo-enabled field productivity solution is built on the Salesforce platform. Helping

\

S P R I N G

2 0 1 9

19

companies build location-based workflows connected to Sales & Service.

Having met John Stewart and many of his team over the years I can tell you they are an amazing group. Highly focussed on customer success and dedicated to their employees and the Salesforce ecosystem. This is a very smart move by Salesforce as it drives for greater growth in revenue and customer success.

The MapAnything team will certainly bring quality, innovation and a seriously tight solution to the Salesforce stable.

You can see more about MapAnything at: https://mapanything.com/

20

2 0 1 9

EQUALITY DREAMFORCE S F

S O C I E T Y

\

S P R I N G

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

21

KEY MESSAGES FROM

DREAMFORCE KEY NOTE

A LOOK BACK AT SOME OF THE HIGHLIGHTS FROM DREAMFORCE

ADAM RIPPON AND TRACEE ELLIS ROSS DISCUSS EQUALITY, DIVERSITY AND REPRESENTATION

DREAMFORCE 2018 A REVIEW OF THE KEYNOTE CEOS MARC BENIOFF AND KEITH BLOCK. THE FREE-FLOWING KEYNOTE COVERED THEIR BELIEF IN DREAMFORCE KICKED OFF ITS 16TH ANNIVERSARY WITH A SHOWCASE OF INNOVATION, LED BY CO-THE TRAILBLAZER COMMUNITY’S ABILITIES TO CHANGE THE WORLD, THE SALESFORCE 360 DEGREE VIEW OF CUSTOMERS, AND UPCOMING OPPORTUNITIES IN THE FIELD OF ARTIFICIAL INTELLIGENCE. ‘This is a celebration of you, our Trailblazers, of everything you are doing.

It’s an incredible moment,’ Benioff proclaimed.

‘This is an important time for the whole world,’ he said, adding, “business is a platform for change.’

Salesforce’s commitment to its stated values were reiterated, with Benioff drawing special attention to the company’s commitment to improving public school education and decarbonizing Dreamforce 2018. It was the Trailblazers in the room, however, who were championed as the greatest agents for positive change in the world.

The keynote also touched on two new Salesforce offerings. Co-founder and Chief Technology Officer, Parker Harris, presented Salesforce’s two most important projects: Einstein Voice and Salesforce Customer 360.

Salesforce Customer 360, a business solution that includes Service, Marketing and Commerce clouds and more, was highlighted through the stories of several Trailblazers, including Brunello Cucinelli, the Italian fashion brand that puts people ahead of all other business interests and objectives.

Salesforce’s Principal Mobile Architect, QingQing Liu, demonstrated the capabilities of Einstein Voice, the program that allows customers to connect to artificial intelligence.

Tony Prophet, the Chief Equality Officer, went a step further in demonstrating the Customer 360 capabilities by sneaking off to a staged Marriott hotel room. There he used “smart” speaker commands and automation to adjust his room’s temperature, play the music of his choice and drink a macchiato.

The thousands of Trailblazers in the crowd had a lot to cheer about, but it was nonprofit PepUp Tech that stole the show. With their four founders in attendance, including Salesforce employee Selina Suarez, the group

spoke about their mission to deliver tools, knowledge and connections to the tech industry to underprivileged students. With seventy five PepUp Tech students in the crowd, the founders encouraged the tech world to hire from their organisation’s graduates.

Other featured Trailblazers included Unilever, United Way and Marriott. Unilever showcased the way in which they are using Heroku technology and Customer 360 to better serve their distributors and customers.

‘It’s a time where we are taking personal action to change the world,’ Benioff concluded. ‘We’re doing it together.’

Photo: Dreamforce 2018 © Salesforce

Tony Prophet, the Chief Equality Officer for Salesforce, kicked off the 2018 Dreamforce Equality Keynote with a discussion about the Fourth Industrial Revolution and its effects on equality. Mr Prophet began his discussion by addressing the fact that the Fourth Industrial Revolution is going to change everything. It will redefine every aspect of our existence, he stated, from how we communicate, to how we access education and even to what it means to have a job.

In light of the transformative nature of the Fourth Industrial Revolution, Mr Prophet encourage the audience to ask the question: are we creating a better world for the next generation? Salesforce, he explained, attempts to answer this question through trying to ensure the ethical use of technology and building a culture of equality. He went on to say that Salesforce has worked to drive a culture of equality through the principal of being an ally.

The stage was then handed over to Ellen McGirt, the Senior Editor of Fortune Magazine who mediated the fireside discussion with Adam Rippon, Olympic Bronze medallist, figure skater, and the first openly gay US male athlete to win a medal in the winter games and Tracee Ellis Ross, the star of the hit sitcom “Black-ish”. Ms

Ross and Mr Rippon are both advocates for diversity, equality and speak on the importance of representation.

Ms Ross discussed claiming feminism, and discussed how her feminism has evolved over time. As a college student she didn’t self identify as a feminist but came to understand that she has always been someone who identifies as an advocate for those who are underprivileged and under-heard. She then went on to discuss using her public platform to be an advocate and an ally.

‘If you’re sitting in the spotlight and not using it, what is the point?’

Ms Ross asked the audience.

She went on to discuss how important her “Black-ish” character has become to her, a character she believes shows the United States a black woman who is not just surviving, but is thriving, and how important that sort

of representation is for underrepresented communities.’

Mr Rippon then discussed the challenges of training and competing while living below the poverty line, coming out, and representing the LGBTQ community on an international stage.

This was a sentiment shared by Ms Ross, and the two went on to discuss their shared feelings of responsibility, a responsibility to use their platforms to represent and advocate for underrepresented communities.

Mr Rippon summarised this feeling clearly and powerfully when discussing his time on the US Olympic team as an openly gay man:

‘My skating wasn’t for me anymore, I was skating for a lot of other people.’

We would like to hear from you if you are helping to champion new ways in improving inclusivity and diversity.

Send your article to editorail@sfmediapartners.com

22

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

DREAMFORCE ADDRESSES GROWING CHALLENGE OF HOMELESSNESS IN

SAN FRAN On the opening day of Dreamforce 2018, Salesforce’s philanthropic branch, Salesforce. org, made the announcement that it would be issuing $18 million in grants aimed at addressing three of San Francisco’s most pressing social issues: homelessness, public education and cleanliness. The grants include $2 million dollars to address homelessness and hunger in the Bay Area.

‘Speaking as a fourth generation San Franciscan and somebody who grew up in this city, I’m excited that we can take the power of Salesforce and the power of all our customers and community, and give back to the city in a meaningful way,” Benioff said at the press conference.’

Salesforce.org is donating $500,000 each to Hamilton Families, an organisation that works to combat family homelessness in San Fransisco, and Larkin Street Youth Services, a nonprofit that helps young people transition to a life beyond homelessness.

While the number of homeless in San Francisco has declined over the past 15 years, the city’s increasing property prices and gentrification have displaced and pushed the homeless population out in to the public eye. In response, the city has doubled its expenditure on homelessness to more than $300 million, building four Navigation Centres in order to provide temporary accommodation, advice

and counseling as well as 1500 supportive housing units.

Mayor Breed would like to see thousands more of these units built around the city, a concept that enjoys a great deal of support throughout the Bay Area. While the city is responding to the issue, contributions like the one from Salesforce are increasingly important. With tech companies playing a significant role in the increasing cost of living in the city, many San Franciscans have expressed the belief that these same companies should play a larger role in helping to alleviate the problem.

Benioff has previously voiced frustration and concern with other tech billionaires for their perceived lack of charity that they have offered the city in which they operate.

‘I really believe, exactly as I’m trying to demonstrate, that business is the greatest

platform for change,” Benioff told the San Francisco Chronicle when speaking about the homelessness issue in October. “My goal is to demonstrate that businesses can be this kind of force for good in the world — that we can do well and do good.’

‘We want to thank Salesforce and its staffers, who show up at our shelters and make lunches with us,” Moss said at the press conference. “We couldn’t do what we do without organizations that partner with us and battle homelessness.’

\

S P R I N G

2 0 1 9

AN EYE-WITNESS REPORT...

HOMELESSNESS IN SAN FRANCISCO. A c c o r d i n g to s o m e w e l l - m e a n i n g accounts, it is “at the forefront of a cultural transformation, the spearhead of an artistic revolution, a cultural gem.”

NADIO GRANATA MCIM,FHEA Nadio Granata is managing director of SF Media Partners and co-founder of Partner Event Promotions. Here’s his hard-hitting account of the homeless issues he witnessed in San Francisco Following the announcement made by Benioff at Dreamforce 2018, we thought it would be timely to add our own observations. What follows is an eyewitness account from SF Society Magazine founder, Nadio Granata, from his first-hand experiences whilst attending Dreamforce.

The announcement was made at a press conference featuring San Francisco Mayor London Breed, Salesforce Chairman and Co-CEO, Mark Benioff, Oakland Mayor Libby Schaaf, and Hamilton Families CEO, Tomiquia Moss.

S O C I E T Y

The message I received on 1st August, stating that our hotel rooms in San Francisco had been cancelled, came as a thunderbolt out of the blue. Planning our trip to Dreamforce had, until then, been perfect and now we were thrown into a last-minute panic to find something central, decent and affordable.

Reaching out to the Salesforce ohana was both helpful but also frustrating as we received countless recommendations but, when followed up, each and every hotel was either full or extortionately expensive.

One recommendation did, however, bear fruit as we managed to book into the San Francisco City Centre Hostel in Tenderloin.

To the unfamiliar, The Tenderloin is a neighbourhood in downtown San Francisco, California, in the flatlands on the southern slope of Nob Hill, situated between the Union Square shopping district to the northeast and the Civic Center office district to the southwest.

Not words I would associate with Tenderloin. It is the epitome of innercity deprivation. A confused symbol of 21st century destitution and degradation beyond anything else I had ever seen. Yes, I’ve seen homeless people on the streets of Cairo, Istanbul, London, Dublin and other infamous landmark locations with reputations for double digit growth and yet progressively deteriorating problems of homelessness. I’ve drunk port in the dry riverbed in Alice Springs with the castaway Aborigines and listened to their fight for land rights and dignity whilst squandering their extortionate recompense on drugs and alcohol. I’ve shared benches with failed businessmen (never women), who have graphically and willingly described the all-to-familiar tale of a bad business decision leading to losing their job, their marriage, their home and inevitably their mind and with it, their dignity.

But not on this scale. Not so deeply entrenched into the very fabric of the hitherto yet to be ‘gentrified’ fabric of this amazing, iconic city.

To say I was ‘appalled’ is an understatement.

How could a civilisation of any denomination, never mind, affluent, goal-seeking and liberated Californians, allow such desperation to exist within its reach, both shocked me and appalled me.

These are not children begging in the street and pestering for backsheesh, or disabled returning from a recent war, no, these are people like you and me, of an age that should be looking forward to enjoying the pleasures gained from a lifetime of toil.

These are brothers, sisters, aunties, uncles and mothers and fathers who have no doubt let themselves down and let down many

others on their messy, unconventional journeys, but nonetheless do not deserve to be punished to this extreme.

To describe them as ‘the walking dead’ is to imply a functionality beyond even some of the more lucid victims. Most people I witnessed were beyond ‘walking’, were beyond most functions you and I take for granted. Many appeared to be long-term, perhaps even life-long, suffers of mental health issues. Issues which, in any other respectable, caring society, would not punish so severely, surely?

Some survive in clusters, amid others at the very bottom of Maslow’s theoretical hierarchy, whilst others lay alone in distant doorways of rat-infested puddles surrounded by a toxic sewer of human waste pungently distinctive from that of the savage rodents that wait in line.

Along some streets and alleyways, the bodies literally spill out across the infested walkways into the gutter, at which point the authorities seem to be instructed to intervene ... if only to drag the dying carcass back onto the walkway, out of the ‘harm’ of passing traffic, to live a miserable moment longer.

The mornings are the worse. As the sun comes up, the cardboard corpses come alive ... perhaps, that’s something of an exaggeration as surely not every desperate, filthy, lonely corpse makes it through the night. Urine and diarrhoea stain the cardboard hovels as they get pushed out for the road sweepers to ‘clean’ up before the baking sun cements the discharge to the ground.

I’ll leave it for another time and place to argue the facts, rationalise the reasons and justify why we can witness such inhumanity and yet still leave Dreamforce feeling a sense of achievement.

Wa t c h o u t f o r o u r u p d a t e o n Homelessness in San Francisco in our Dreamforce edition

23

24

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

COMBATTING HOMELESSNESS AND ROUGH SLEEPING WITH SALESFORCE

TECHNOLOGY

BY GUEST AUTHOR JUSTIN HALFPENNY

would get them help faster and could prevent further rough sleeping in the future.

Additionally, the homelessness sector needs to enable the public to take action more easily to help rough sleepers, and improve communication regarding ways they can do so.

JUSTIN HALFPENNY Ceo MobileCaddy

These gaps are made even bigger when, as Matt Harrison, Director of StreetLink, explained: ‘People who face a homelessness crisis in their lives and see no alternative but to sleep rough on our streets have rarely prepared for homelessness. Evidence also shows that when people first reach the streets, they often don’t know who they can turn to for help.’

This is where technology has a crucial role to play, and, in particular, StreetLink.

With the number of people sleeping rough in England increasing 169% since 2010, homelessness is one of the greatest problems facing our society today.

One of the key challenges to ending homelessness is a lack of data and information about people who are sleeping rough. Better data intelligence

‘StreetLink is a simple way for the public to take positive action, putting people sleeping rough in touch with services that can help them,’ said Matt.

‘This means the time people are sleeping rough is shorter, which has a positive impact on their safety and wellbeing’.

‘To make StreetLink accessible to everybody, we offer an omni-channel approach, with a mobile app, a website, and a phone line to

receive alerts from the public. We collate all this information into a single database on the Salesforce Service Cloud.’

StreetLink was started in 2012 on a shoestring budget, with a website, a database, and a phone number, based in one office, and with some simple mobile apps. These were all managed separately for a few years, which worked at first, but as the systems developed and became more sophisticated, the limitations began to affect the quality of service. Matt added, “When we first started StreetLink, we expected most alerts from the public to come via the phone line, but even in the first winter of 2012/13, about half our alerts came via digital channels. We had lots of manual processes and systems. Reporting was a particular challenge, as we had to integrate data from multiple systems at the end of each quarter.”

And by 2016, three quarters of their alerts were digital, mostly from the website, and alerts from the old mobile app had also caught up with the phone line. Use of the service had doubled and they were under immense pressure to keep up, so it became clear they needed a better digital solution.

Matt continued, “We decided our priority was to have a single platform that would integrate all our alert channels, incorporate the learning from the first four years of running the service, make our processes more efficient and less costly, and improve our reporting. This is why we were delighted to be awarded a grant from the Salesforce Foundation to rebuild StreetLink on the Salesforce platform.”

The two charities that run StreetLink, Homeless Link and St Mungo’s, have both used Salesforce since 2010 with much of their operations on the platform, and Homeless Link is actually an ISV partner of Salesforce.org.

So Matt and his team knew that the rebuild of StreetLink would be a complex challenge involving integration of different tools and technologies, but they were able to call on a great deal of support along the way.

“We knew about the ecosystem, both in terms of what was possible, but also knowing that most of the ecosystem is aligned with the philanthropic mission of Salesforce. When we reached out to several partners across the ecosystem, all the partners we worked with were delighted to help, and offered us some pro-bono or discounted services and licences to enable us to use their excellent offerings.”

A key part of that was a new, custom, offlinefirst mobile application, capable of handling the large volumes of engagement with the public. So StreetLink sought the services of us here at MobileCaddy to help develop the app, but we’re proud to say they found much more than that through the partnership.

S O C I E T Y

“All partnership working is based on shared value and good communication, but working with an ISV partner like MobileCaddy adds another dimension,” Matt explained. “At StreetLink, we’d built one mobile app, but MobileCaddy had built hundreds. So it wasn’t a simple case of us coming up with requirements and they’d build it. It was really important for them to listen to us, our users, our staff and volunteers, and then to show us the art of the possible without driving us to a solution that doesn’t meet our needs. “ T h i s r e q u i r e d t r u s t o n b o t h s i d e s.

MobileCaddy were open to listening to us first, then come up with great suggestions for improvements, and committed to making this a success. For example, only three months after we launched the new StreetLink, we experienced the ‘Beast from the East’ severe weather, and use of our app went through the roof with 50,000 downloads in a couple of days. MobileCaddy were really responsive to work with, and managed to keep our systems running at this critical time.”

We optimised the design of the new StreetLink mobile app to collect more data with greater

\

S P R I N G

2 0 1 9

25

accuracy, and allow users to provide extra information and feedback. Its offline-first functionality is much better suited for busy city centres and rural locations with patchy coverage, and it’s fully integrated with the StreetLink Service Cloud system.

Collection of all the information through their digital services allows StreetLink to geocode and map all the data to make sure people are connected to the right local services and maximise their chances of receiving support.

Matt said, “We’re also pleased that the new app allows us to be more agile and use an evolutionary approach to development. We’re able to release updates and new versions with a flexibility that we didn’t have before.”

Naturally, winter is the most important time of year for StreetLink, as sleeping rough is not just dangerous and bad for health in cold weather, but a matter of life and death. And with the power of the Salesforce platform, and the support of the partner ecosystem behind them, StreetLink was better equipped than ever to battle the critical issue of homelessness in the UK over the last winter.

‘We know that when the weather is really cold, with snow on the ground, then we’ll see huge public attention and high use of StreetLink. We have to be ready for this, able to respond to the vital alerts from the public, and get them acted on by local services in minutes and hours, rather than days.

This means having trained staff and volunteers, but also having systems that are rock-solid and reliable when usage can spike overnight by ten times its normal amount,’ Matt concluded.

If you see someone sleeping rough, visit www.streetlink.org.uk.

Download the free mobile app for Apple and Android, or call 0300 500 0914.

26

2 0 1 9

2 0 1 9

SF SOCIETY DREAMFORCE S F

S O C I E T Y

\

S P R I N G

S F

S O C I E T Y

\

S P R I N G

27

LADIES BE ARCHITECTS GO TO

magnificent women. Our purpose was to encourage more women to start thinking about moving into project leadership roles by sharing our career journeys, showing why we wanted to get to the next step by interviewing a panel of CTAs, and finally, that it’s achievable - through our live solutioning session, which was a lot of fun (and a challenge!) to do.

GEMMA EMMETT Gemma started Ladies Be Architects, a global movement that encourages and celebrates the achievements of IT architects, in October 2017. An award-winning Solution Architect at Bluewolf, Gemma recently became a Salesforce MVP and loves hanging out with her Ohana buddies across the world.

Make an impact at Dreamforce. SF Society were keen to add their support to this emerging force within the ecosystem. We invited Gemma Emmett to comment on her experience at Dreamforce and this is what she had to say

We also welcomed 130+ people from the Ladies Be Architects community for a drinks reception, where we were able to celebrate our first year and recognise our members for their achievements in style, with panoramic views of San Francisco. Thanks, Bluewolf, for buying the drinks!

The response to Ladies Be Architects was incredible. Having people come up to say hi and thank me for Ladies Be Architects and my blog was very humbling. It’s easy to type articles and run webinars from the relative safety of my own office; going to Dreamforce showed who was succeeding with content we produce. In addition, our career journeys talk was the highest rated Admin breakout session

of the day (4.8/5!), with some great comments to take away for future talks.

Since Dreamforce, we’ve seen another increase in our membership and contributions. We just released our 2019 V2MOM, which outlines our plans for next year. To support that, we started a fundraiser which has, at the time of writing, raised £1,500 for our operating costs. We’ve had a huge number of women achieve more certifications - shout out to everyone who got their Platform Developer I since Blanca Leon Carter’s study group - and proudly celebrated our first woman CTA pass since the group began. It’s an honour and a privilege to help women build confidence in themselves - even more so to see so many people succeeding.

We did it! On Tuesday 25th September 2018 we created history by launching the first ever independent magazine to represent the Salesforce partners across the whole ecosystem.

Hosted by Conga, one of our founding sponsors at The Thirsty Bear in front of an exclusive, specially invited audience, SF Society Magazine became a reality.

SF Society Magazine was devised by James Collett formerly of Salesforce he said “A few years ago I noticed the increased amount of information and great stories being released across multiple channels. However this information was coming out like water from a fire hose and so much for people to absorb.

“My vision was a magazine that highlights stories from around the world with links and opinion to further enrich the readers discovery of the amazing ohana we are all so proud to be a part of” James continues.

I had supported nadio with a magazine launch many years ago and as so it was a natural fit for the SF Society to be born.

This was my second trip to Dreamforce; the first time was in 2016, when I booked annual leave and went to soak up the sessions, the swag and take things in. I knew that this time, since Ladies Be Architects started and my husband Chris and I had made more friends within the Ohana, it’d be different. That was a complete understatement.

This year I was most excited to meet my Ohana, but particularly my Ladies Be Architects coleaders, Charly and Susannah. Not only did we meet in person for the first time after months of FaceTiming, but we did our first ever Dreamforce talk together and that was an incredible experience to share with these

MAGAZINE LAUNCHES AT DREAMFORCE 2018

Featuring a selection of partner stories from around the globe, including contributions from Veeva in the USA, FullCRM in Australia, Ram Tracking in Canada and the ever-insightful Simon Peel from Jitterbit, the magazine was warmly received by all who attended the launch.

Photo: L-R: Charly Prinsloo, Susannah St-Germain and Gemma Emmett

“We are delighted to have been able to sponsor the launch party and play our part in this important development for the ecosystem”, said Ken Cavallon EVP global business Conga. “SF Society Magazine provides a voice for all partners, large or small, globally. It’s the very first publication of its kind, very well written and produced. With

an online version free to download anytime, anywhere in the world, we are massively excited to be part of this innovative development within the Salesforce ecosystem and look forward to seeing it grow from strength to strength”.

Thanks also go to the Cube production team who supported the launch party with an unusual interview of founder, Nadio Granata, whilst Conga hosted a silent disco in the background!

‘The whole Dreamforce experience was unreal’ said Nadio Granata.

“Jeff Frick’s interview was fun. Answering his questions whilst the Thirsty Bear was rocking in the background to a silent disco was a little bizarre to say the least. But it seemed to work as the video

has become something of a YouTube sensation”, continued Nadio, somewhat awkwardly.

“To cap it off, I actually walked past Marc Benioff outside the Marcone as he was rushing to deliver the keynote. I so wished I’d given him a copy of the magazine but he was in such a rush that I missed the opportunity. Hopefully he will get to see it anyway.

I’d like to put on record my sincere thanks to all those who made the launch possible and especially the main contributors to the magazine including Conga, makepositive, Jitterbit, Mason Frank, Natterbox, Bluewolf, Ladies Be Architects, Mirium and James Collett.

To read the Dreamforce edition of the magazine visit: https://www.sfsocietymagazine.com/ To see the Jeff Frick interview go to: https:// youtu.be/ot0JSLxyb2M

28

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

JAMES COLLETT

Founder & CEO Vanguard Cloud Consulting

RICKY MORTIMER Founder & COO Vanguard Cloud Consulting NEW but not unknown, award winning professionals from the Salesforce ecosystem with many years’ experience from consulting on Salesforce licensing and solutions to architecture and implementation… Vanguard Cloud Consulting have arrived and are set to make an instant impact. It is extremely rare to see a start-up with so much experience.

The knowledge and respect this team have will ensure that they deliver even the most complex of solutions.

In fact one of their pillars states, “The promises we make are the promises we keep, WE are the VANGUARD!” So, what does Vanguard mean? They define

WHY ARE THEY DOING THIS? CEO James Collett states: “Having worked in the ESMB space as an Account Executive for Salesforce I understand the challenges for both the AE & the customer. Salesforce should be in every business in my opinion. As a partner, Vanguard Cloud Consulting want to reduce the TCO (total cost of ownership) for the customer whilst ensuring they get the best possible start on Salesforce. We believe in doing business ethically both commercially and environmentally so this type of service drastically reduces our carbon footprint.

We also know that if we can support customers by being creative with our service, customers who implement correctly achieve over 40% better success rate of early adoption and growth on the platform. Because of this, customers realise the benefits of this best-in-class solution and are more than happy to renew and grow their licence footprint which helps Salesforce too. So, in short, we look at this offering as our way to reduce eco and drive success for the customer and Salesforce. A win, win, win, if you like!”

James Collett is renowned in the UK/I for his energetic and creative approach to doing business after many years as a successful Salesforce Account Executive. James became a senior figure in a major platinum practice

S P R I N G

2 0 1 9

29

SUCCESS

A NEW SALESFORCE PARTNER IS BORN!

And Vanguard Cloud Consulting are doing that right from the kick off. They are positive disrupters and have already turned quick-start implementation on its head with the exclusive online implementations at a third of the cost of a typical Quick Start.

\

BUSINESS

START UP PROFILE:

it as: ‘A group of people leading the way in new developments or ideas.’

S O C I E T Y

where he redefined the alliance and go to market strategy contributing to over 48% growth in just over 18 months. His methods are disruptive, agile, professional and fun … anyone who has worked with James knows that when he says he will do something you can depend on it happening.

“He always delivers on his promise,” says Salesforce customer Christopher McClellan (CEO of RAM Tracking). “James has been working up to this point for many years and has taken the time to understand deeply what makes the ecosystem tick and how to give his customers the very best advice and care”.

James is joined by business partner and COO Ricky Mortimer. Another highly regarded professional in the ecosystem having held delivery leadership and operational roles for two of the most successful consultancies in the UK and multiple blue-chip organisations. Ricky has experience of delivering transformational and deeply complex solutions across multi cloud multi-vendors and enjoys the respect of all his peers in the delivery world. Ricky is passionate about customer success, building strong partnerships and being part of a highly successful team.

“I have worked with Ricky for a number of years.

He is a veteran of the Salesforce ecosystem and has a passion for building best of breed solutions and doing the right thing for the customer,” says Mark Hill Group CIO Frank Group & Mason Frank (world #1 Salesforce Recruiter)..

The first in our series of Start Up profiles. SF Society Magazine supports new businesses and are keen to hear from you about your new venture within the Salesforce ecosystem.

Send your information to: editorial@ sfmediapartners.com and we will do our best to feature you in the next edition. Good luck!

THROUGH DIGITAL DOCUMENT TRANSFORMATION and accelerate business at all levels.

PLOT YOUR COURSE

DID YOU KNOW?

Document intelligence gives old documents new purpose and infuses new documents with the data and smarts to impact desired outcomes.

Digital transformation of documents takes just three steps:

Of the business with advanced digital transformation strategies: • 32% cite increased revenue & profit as a key benefit

CIARAN MCCULLAGH AVP Alliances EMEA at Conga.

Ciaran has over 20 years leadership experience in Alliances & Channels, partner marketing, sales, business development, sales operations and technical support environments.

EVERYTHING IS DIGITAL & EVERYONE IS DOING IT The explosion of the internet in the 90s, the always-on connectivity of the 2000s, and the cloud-computing of today have helped business move faster. It all opens up new opportunities for growth, but every company has aces to these same tools & technologies. The first phase of digital transformation was the low-hanging fruit, and most companies have made similar progress.

THE JOURNEY NEVER ENDS Leading companies never stop their digital transformation. They are transforming in new and novel ways, bringing in modern technologies to improve the customer experience, and collecting more data to inform

• 42% prioritize personalization strategies

1

Discover

2

Modernize

3

Analyze

NAVIGATE THE TURBULENCE DOCUMENTS ARE THE CONNECTOR WITH CONGA • 49% are interested in using machine learning

Documents are used to convey critical business information, yet most are manually created, poorly controlled, and disconnected from the valuable data stored within Salesforce and other systems.

Intelligent, connected document take data and processes that have already been digitally transformed and put that information to work.

KEEP THE THROTTLE DOWN Companies that stop investing in digital transformation once they’ve gone far enough, or who ignore the reality that document are a necessary component, will eventually crash and burn. Yet more than a fifth of companies think their journey is complete. And while nearly every document is digital, the process surrounding them and the data within them are ripe for digital transformation.

DID YOU KNOW? 21% of companies think their D igital Transformation Journey is done.

Understanding that digital transformation never ends is just taxiing to the runway for takeoff. The best pilots of business are directing digital transformation at improving operations, unleashing more data, and delighting customers.

But it helps to always have a good navigator at your side.

Conga is the clear leader in document intelligence, having spent a decade developing and refining its document solutions, which is now used by thousands of customers to manage millions of documents. When you’re plotting your course, looking for experienced advice, and dealing with turbulence, the best copilot is the one with the most experience.

That’s Conga!

30

S F

S O C I E T Y

\

ADVERTORIAL

2 0 1 9

S P R I N G

S F

S O C I E T Y

\

Q AND A:

BRING VISIBILITY ACROSS YOUR

SALESFORCE AND PARTNERS DELIVERED A CPQ PRESENTATION CAMPAIGN IN LONDON FOCUSING ON THE CUSTOMER JOURNEY FOR TWO TRAILBLAZING ORGANISATIONS. WE GOT TO SIT DOWN WITH ONE OF THEM NAMELY, RACHEL BROCK OF HAYMARKET MEDIA.

WITH EINSTEIN

S P R I N G

2 0 1 9

31

HAYMARKET BUSINESS Twickenham. We employ approx. 1200 staff members across the world.

4

1

Group Sales Operations Manager. I oversee Salesforce within Haymarket.

I work hard on encouraging adoption within the business and I communicate our roadmap of developments back to the stakeholders and users.

2

5

H OW LONG HAVE YOU BEEN WITH THE COMPANY? T ELL US A LITTLE ABOUT THE HAYMARKET MEDIA GROUP …

Haymarket Media Group creates awardwinning specialist content and services for international audiences. The company has more than 70 market-leading brands created by world-class experts in locations in the UK, the US, Hong Kong, Singapore, India and Germany.

Our consumer and professional brands connect people and communities across digital, mobile, print and live media platforms. We have more than a dozen offices including London, New York, New Jersey, Bangalore, New Delhi, Mumbai, Singapore, Hong Kong and Braunschweig.

I am based in our Head office in

6

7

S PECIFICALLY REFERRING TO CPQ … WHAT MAKES IT SUCH A GAMECHANGER? CPQ makes our reporting and product catalogue easier to manage. We have a complex product structure where we have to report in detail and to different accounting codes. CPQ allows us the flexibility to do this. Also allows us to report by line and all the various different ways we need to. CPQ is very user-friendly which speeds up the process for the users.

16 years but in my current role 4 years

3

W HAT ARE YOUR USP’S? We are the largest privately owned media company with over 60 years of heritage. We are specialists in our chosen markets and we pride ourselves on generating premium, trusted brands and content for our known audiences. We also care deeply about our local community. Our work with our education and charity partners really matters to us and everyone is encouraged to get involved.

W HAT IS YOUR JOB TITLE AND AREAS OF RESPONSIBILITY?

offerings. Allowing the users to be able to make choices quicker and easier.

As an example, one of our titles has a pretty in-depth product offering and only certain inventory can be offered under certain section sections. It was a really big product build for us as it needed to be detailed. What we did was make sure using the CPQ product rules that we linked the sections and sizes.

This allowed the users to only select what they needed.

C AN YOU GIVE OUR READERS SOME SPECIFIC EXAMPLES OF THE IMPACT CPQ IS HAVING ON YOUR PROCESSES? CPQ had an immediate impact on the business as previously mentioned it allowed us to streamline our product

W HERE DO YOU SEE HAYMARKET AND CPQ DEVELOPING? I see a lot of opportunities for Haymarket and CPQ. With all the updates they have been doing to the product we will be taking more advantages of the new features. One development I would love to see is a link to Google Dart for publishers as this would allow us to advance our digital CPQ offering to the business.

8

A ND FINALLY, WHAT WOULD YOU SAY TO ANYBODY CONSIDERING IMPLEMENTING CPQ? If you can make your product catalogue as simple as possible it will really help you out. Also, make sure that you check and remove any options you don’t need every 18 months.

To feature in a future Q and A, contact: editorial@sfmediapartners.com

the power of analytics to survive and thrive in an increasingly competitive landscape — including smaller service-based organisations.

FinancialForce is one such organisation, leveraging the power of the Einstein platform to provide analytic and AI capabilities across our entire business.

JOE THOMAS Joe is the Analytics Evangelist for FinancialForce, focused on the benefits of the Einstein Analytics and Artificial Intelligence platform to augment human insight. Joe has implemented and marketed Analytics, AI technology, Business Intelligence and Reporting tools for over 20 years at global organisations like Oracle, Apple, Autonomy and Merrill Lynch.

We sit at an amazing transition point in business history. In less than 15 years, companies like Google, Netflix, Amazon, and Alibaba have gone from tiny, unknown startups to large game-changers, completely disrupting traditional service industries such as news publishing, entertainment, and retail. How were they able to do this so quickly and so broadly? These companies have this in common: adoption of analytics and Artificial Intelligence (AI) at scale, across all customerfacing operations While most organisations do not have hundreds of millions to spend on a comprehensive analytics strategy, companies can still leverage

THE SALESFORCE PLATFORM ADVANTAGE FinancialForce has a unique position as a nimble SaaS Enterprise Resource Planning (ERP) and Professional Services Automation (PSA) solution provider that can leverage Salesforce’s tremendous investment in Einstein to both improve our company processes and our service offerings. By sitting natively on the Salesforce Lightning Platform, FinancialForce continues to develop quickly within the Salesforce ecosystem and take advantage of Einstein.

While many businesses have already taken the important first step from legacy, onpremises technology to cloud-first systems, a critical obstacle remains: most cloud ERP and PSA systems are still designed for the linear, transactional order-to-cash process and are difficult to integrate with front office systems and processes. Those still running bespoke, on-premises ERP and PSA systems, are left having to manually patch together Excel-based processes to run the business.

These systems can turn the back office into an anchor, slowing innovation and new revenue models developed by the rest of the business, ultimately hampering profitable growth.

LEARNING FROM OUR OWN EXPERIENCE At FinancialForce, we’ve already seen tangible benefits from running an analytics-based ERP and PSA system internally. Because our ERP, PSA, and CRM all run on the Salesforce Platform, we were able to quickly adopt Einstein Analytics and Einstein Discovery across all of our key business systems. Einstein Discovery is the layer of artificial intelligence built into the Salesforce Platform that delivers predictions and recommendations based on unique business processes and customer data. The implementation was completed in a matter of weeks and currently drives how we manage our business. In addition, we are beginning to embed Einstein in all of our application offerings to help our customers realise many of the same benefits we are seeing ourselves.

Here are a few:

1

ONSISTENCY. As a midsized company C looking to grow, keeping everyone on the same page is critical. By embedding AI into all our core ERP processes, we can consume data, understand patterns, and have a single view of our customers that spans sales, marketing, support, professional services, and operations. AI and analytics allow us to maintain a single, consistent view of our customers, products, and services. This view adjusts in real-time to customer actions, sentiment, and capabilities at data volumes and velocities greater than the capability of any human to do on their own.

32

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

33

About FinancialForce FinancialForce delivers the #1 professional services automation (PSA) and the only customer-centric ERP. We accelerate business value with comprehensive best practices and the most intelligent analytics— all on the leading business cloud platform from Salesforce.

2

3

Photo: T ech Trees - Financial Force

FFICIENCY. Human capital often E represents the vast majority of cost for providing a service. Anything that makes individuals and groups more efficient provides immediate value within an individual project. However, being able to “do more with the same” human capital from an operational standpoint has strong bottom-line impact as well. At FinancialForce, we’ve been able to grow revenues, customer count, and quantity and margin of our professional service projects at double digit rates without adding corresponding operational headcount, thanks to efficiencies found through analytic and AI-powered ERP and PSA. Utilizing past patterns of behavior, customer sentiment, and product usage data enables us to focus on customers that are in danger of attrition or, more favorably, at a point where sales of additional users or products would be met positively.

REDICTABILITY. This is a core benefit P of analytics and AI for a service-based organisation. Being able to understand future demand, the skills required for

such projects, and the best areas for expansion has always been difficult for services organisations to determine.

Through dashboards, powered by Einstein, our employees can examine and visualize predictive patterns based on a volume and variety of structured and unstructured data that would be impossible for a human to analyze in a spreadsheet, or even traditional analytics tool. These models are constantly tuned to our specific service offerings to obtain greater predictive precision and reduce forecast variance. At a macro-level, predictive models around “project profitability” and “propensity to renew” have made key impacts around the growth and profitability of our support and service organisations.

HOW CAN YOU BENEFIT? FinancialForce first offered financial reporting, powered by Einstein, as part of our Spring’18 release. As part of the Fall’18 release we added analytic dashboards to our Financial and PSA offerings. These dashboards have been expanded as part of

our Spring’19 release, including enhanced service forecasting analytics.

Organisations like yours that have already made a commitment to the Salesforce ecosystem should choose a Professional Services Automation (PSA) and/or ERP solution which natively leverages your investment in the Salesforce ecosystem. If you haven’t already considered the benefits of the Einstein platform for your business, the time is now.

To find out more, read our No Nonsense Guide to AI in the New Services Economy, just go to www.financialforce.com/resources.

34

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

2019 LIFE SCIENCES INDUSTRY

2

PREDICTIONS TRANSFORMING THE SUPPLY CHAIN TO SPEED DRUG DEVELOPMENT, AND FIVE OTHER PREDICTIONS FOR THE REST OF 2019 VEEVA SYSTEMS

It will also be critical for the industry to develop ways to improve operational efficiency. Companies will turn to more advanced technologies such as artificial intelligence and modern clinical management systems to streamline processes and increase employee productivity.

companies look to keep pace with the investments they are making in product development.

HENRY LEVY

JIM REILLY GREEN

MICHEAL JOVANIS

PAUL SHAWAH The pace of breakthrough innovation continues to have a significant impact across the industry and requires a fundamental shift in how companies develop and commercialize drugs. From transforming the pharmaceutical supply chain to leveraging artificial intelligence, organizations are embracing new ways to drive greater operational efficiency

MATT WALLACH

- MATT WALLACH, PRESIDENT AND CO-FOUNDER

Here are Veeva’s top predictions for 2019, and the big changes you can expect to see next year, as

E VERY LINK IN THE PHARMACEUTICAL SUPPLY CHAIN WILL ADAPT TO SPEED DRUG DEVELOPMENT.

As more companies drive breakthrough innovations in precision medicine and the market grows to almost $90 billion by 2023,2 significant changes will be required in the traditional supply chain. These groundbreaking drugs give patients hope, but also entail complicated logistical requirements. For example, producing CAR-T cells requires a process that must be replicated in small, individual batches, which can make it difficult to scale production to meet global demand.

In response, pharmaceutical companies will create new ways to handle, store, distribute, and administer temperature- and time-sensitive products. Since many of these therapies are specific to individual patients, the supply chain will need to acclimate to the unique conditions of targeted medicines.

There’s also an opportunity to eliminate steps along the way, helping to relieve some of the financial strain that comes with change.

- MATT WALLACH, PRESIDENT AND CO-FOUNDER

3

will continue to bring their data together and move toward risk- based trials— where data is collected and analyzed throughout a trial—for a current, holistic view of the patient. The result will be better collaboration between clinical sponsors, CROs, investigators, regulators, and even patients.

Escalating pressure to bring down drug prices in Europe from expanding alliances such as the Beneluxa Initiative and Valleta Declaration3 will drive new innovations.

In addition, companies will contract with payers differently, such as with directpayment systems that reduce costs by eliminating intermediaries.

1

DRUG PRICING PRESSURE WILL HELP DRIVE NEW MEASURES TO IMPROVE OPERATIONAL EFFICIENCY.

COMPANIES WILL DISCOVER THE KEY TO TAKING FULL ADVANTAGE OF ARTIFICIAL INTELLIGENCE IN COMMERCIAL.

We will move toward an AI-driven workforce as artificial intelligence becomes a standard capability across enterprise commercial applications. AI will not only continue to improve sales force effectiveness with suggestions on next best actions, but also become more pervasive and embedded in commercial processes.

S O C I E T Y

- HENRY LEVY, GENERAL MANAGER, VEEVA VAULT CDMS

5

QUALITY 4.0 WILL TAKE A BIG STEP FORWARD IN MANUFACTURING.

More companies will digitize and connect quality operations to usher in Quality 4.0, which blends new technologies such as advanced data analytics, artificial intelligence, and virtual reality with quality management solutions. This new approach will help companies connect all quality processes for end-to-end visibility across the organization and reach new levels of performance and innovation.

- MIKE JOVANIS, VICE PRESIDENT, VAULT QUALITY

6

CONTINUED PARTNERSHIP BETWEEN REGULATORS AND THE INDUSTRY WILL DRIVE FASTER DRUG APPROVALS.

S P R I N G

2 0 1 9

35

speed product approvals. Programs based on regulator and industry collaboration will help drive more efficient processes and bring life-changing therapies to patients faster. In the coming year, expect organizations to find new ways to improve the efficiency of trial execution, submissions development, and other areas across drug development.

- JIM REILLY, VICE PRESIDENT, VAULT CLINICAL

In 2019, the industry will continue to optimize processes to develop and bring products to market that are faster and smarter. Innovations in precision medicine, drug pricing pressure, and new applications for artificial intelligence will generate the most change as organizations continue to deliver a record number of breakthrough treatments and cures.

SOURCES: “New Drug Approvals,” Drugs.com, December 2018. See complete list at https://www.drugs. com/newdrugs.html.

1

2

“ Precision Medicine Market – Forecasts from 2018 to 2023” Research and Markets, August, 2018. See full report at https://www. researchandmarkets.com/research/38zxls/ global_precision?w=5.

3

“ Emerging Collaboration in EU Drug Pricing and Reimbursement,” by Maude Schmidt and Giovanni Saldutti, Pharmaceutical Executive, August 22, 2018. See full article at http://www. pharmexec.com/emerging-collaboration-eudrug-pricing-and-reimbursement-beneluxacase-study.

Early success with partnership programs between health authorities and the industry will encourage ongoing collaboration to

\

- PAUL SHAWAH, SENIOR VICE PRESIDENT, VEEVA COMMERCIAL CLOUD

4

DATA WILL FLOW MORE SEAMLESSLY BETWEEN CLINICAL TRIAL SYSTEMS AND STAKEHOLDERS.

As the number of data sources in clinical trials rises, companies will look to streamline the flow of data and information between stakeholders and systems. The cloud will enable clinical data management teams to see all of their data in real time and easily share information with stakeholders. Organizations

Continuing our look into key Salesforce verticals, here’s a unique insight into the future of the pharma industry with special focus on the transformational changes taking place in the supply chain.

What’s happening in your vertical?

Email: editorial@ sfsocietymagazine.com

36

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

WHY CONVERSATION HOLDS THE KEY TO TRANSFORMING YOUR OMNI-CHANNEL

CUSTOMER EXPERIENCE

CHRIS HAGGIS, SVP CUSTOMER SUCCESS AT NEWVOICEMEDIA

CHRIS HAGGIS Chris was appointed SVP Customer Success in 2017 and has global responsibility for NewVoiceMedia’s customer success and professional services functions. Previously, Chris served as head of E2E engineering at Barclays and was services director at Datapoint.

Your business serves ultra-connected customers who expect a consistent experience through every channel. By unifying the shopping experiences across all possible touchpoints, deploying an omni-channel strategy recognises this demand. However, as the number of ways a customer can get in touch continues to increase, some brands are struggling to maintain a positive connection with customers as they move between channels.

In the race to be everywhere, many businesses have forgotten that customers care more about experiences than channels. Customers value ease and simplicity but above all else, they need their problems solved. If your omni-channel strategy is faltering, making sure your customer has a voice and feels heard could hold the key to turning things around.

YOUR CUSTOMERS STILL WANT TO TALK TO A HUMAN T h e re ’ s n o d o u b t t h a t c h a t b o t s a n d a u to m a ted sel f-se rv i ce techn o l o g i es have redefined customer relationship management. At the same time as offering businesses scalability and speed, they empower customers who demand 24/7 access. Yet despite the benefits, man still holds the advantage over machine in the most important area of managing the customer experience: forging positive relationships.

Most chatbots run on rule-based code. This means they use a list of pre-determined rules to handle queries and can only respond to simple requests; as soon as a scenario goes ‘off script’ or the situation gets emotional or complex, machines struggle. In such situations, chatbot-toagent escalation paths are the only way

to make sure a real person can connect the dots in your customers’ omni-channel journey.

LOSING CUSTOMER CONTEXT BETWEEN CHANNELS Building escalation paths from robotenabled support to live assistance is not enough on its own. Because customers enter and exit conversations interchangeably a c ro s s c h a n n e l s , l o s i n g t ra c k o f t h e context between interactions is common.

As customers move from web to mobile and to the contact centre, your reps will need to know if the person on the other end of the phone has already emailed or fired you a query via self-service. Without this context, your agents will struggle to troubleshoot, conversations will break down and your customers’ omni-channel experience will fall flat.

DRIVING QUALITY CONVERSATIONS THROUGH AN OMNI-CHANNEL CONTACT CENTRE John Lewis discovered that customers who take advantage of its omni-channel network spend three times as much as single channel shoppers.

Omni-channel contact centre solutions allow businesses to route voice interactions through email, chat, SMS, and social channels in an

S O C I E T Y

\

S P R I N G

2 0 1 9

37

integrated and unified manner. Regardless of location, device or channel, this means you are ideally placed to deliver fluent conversations with customers in a way that suits them best.

a rich and connected digital omni-channel experience. However, ensuring that the contact centre is part of that experience is critical to success.

Giving your agents the power to seamlessly pick up where customers left off is key to delivering the one-to-one experiences that set you apart from the competition. When you need to shift the conversation to an appropriately skilled rep, an omni-channel contact centre ensures your customers receive the support they need, without having to repeat the same information they’ve already shared on different channels.

NewVoiceMedia was one of the first-tomarket with an omni-channel contact centre solution fully integrated for Salesforce.

Delivering a unified experience across both voice and Salesforce implemented digital channels, it allows your business to obtain unprecedented visibility across all channels.

MAKING EVERY CONVERSATION GREAT WITH NEWVOICEMEDIA’S OMNI-CHANNEL SOLUTION If you use Salesforce to manage your customer relationships, the CRM will enable

Enhance your omni-channel strategy, connect with your customers and increase revenues by making every conversation great.

Contact NVM to find out how they can help you handle all your communications channels better and transform your omnichannel strategy.

38

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

PRECURSIVE PERSPECTIVE: THE AGILE

WORKFORCE FUTURE WAYS OF WORKING ON SALESFORCE

ROBBIE BURNELL Robbie Burnell has worked across sales and marketing for a range of industries, from automotive to business services and licensing.

He moved to Precursive having listened to the issues of resource managers through his experience at CEB (now Gartner). Over the last year he’s been dedicated to The Agile Workforce, research and learning how attitudes are shifting towards time, capacity and utilisation for leading organisations.

Since 2018 there is a buzzword that you cannot avoid hearing: Agile. Agile presents software developers with a globally recognised approach and philosophy. And now, people with roles outside of software are increasingly saying, “We need to be more agile”. Sounds great but what does that truly mean? Mercer Research shows flexible and agile are approaches that leaders often wish to achieve for their workforce (90%) but few actually adopt (19%)1.

Well firstly, you can only be (or remain) agile if you have the time and opportunity to do so.

It has to be part of your company culture and embedded in its planning in order to achieve the kind of agility people are discussing.

We (Precursive) uncovered this in our

research (The Agile Workforce) into workforce capacity. In a similar way to typical time constraints, capacity constraints can damage a company from multiple angles. Precursive wanted explore this metric to see if it truly is at the forefront of planning and deliverables, truly at the forefront of an Agile Workforce.

What we learnt surprised us from a people, process and technology perspective.

CAPACITY HURTS Unsurprisingly, 100% of those interviewed said capacity constraints negatively impact their business. What’s potentially more interesting are the impacts themselves:

1

THE RESEARCH We worked with multiple industries, companies and roles and, to cut a long story short, 100% saw capacity as an issue in the digital age (95% as a top three issue, a fifth as the #1 impact on the business). The issue is people typically conflate capacity with utilisation, a metric as simple as being billable or busy. But it doesn’t account for productivity, efficiency or effectiveness; it boils people down to a time commodity - not a great feeling.

Viewed through a different lens, capacity can be a forward planning metric that highlights a company’s complete roster of potential including skill, experience, even passion areas. That way it doesn’t just inform time and task, it actively influences p r o j e c t b i d s , o p p o r t u n i t y, m a r g i n , employee empowerment, customer satisfaction, skill intake and more. PwC say that 77% of CEO’s see availability of skill as the biggest threat to their business2 - so this isn’t simply an issue for your operations team, it impacts across the business and everyone needs to have a view of it to curb its negativity. Capacity planning wise you can’t just teach - you need to attract the right talent and skill - it needs to be easy for people to move to find new opportunity internally.

ack of downtime: client needs will always L trump personal growth opportunities.

Combined with poor planning the development of your team stalls, and they’ll be aware of this.

2

Talent Acquisition: when recruitment isn’t aligned to organisational resource and the skill requirements, there is a strain on effective working.

3

ake Busy-ness: if the only measurement F of productivity is utilisation, people aren’t willing to ‘waste’ time on their own personal growth objectives for fear of being seen as unproductive.

4

ork Fatigue: doing anything outside of day W to day delivery can increase effectiveness but having to deliver to set expectations can prevent this.

Q: WHERE DOES CAPACITY RANK FOR YOU IN ITS IMPACT ON DAILY OPERATIONAL ACTIVITIES?

Tot these up and you can imagine you’d want to build in buffer time to mitigate that. That goes against the grain of current attitudes; only 57% of companies built in this time buffer and of those, only half formalised it as a process and none had a system in place to check if it was enforced.

If this problem rings true for your organisation, where can you turn? Add more people is the knee-jerk, default answer in most cases. But if inefficiencies plus the above impacts are systemic, adding more people may simply exacerbate the problem. You will only highlight these problems through a process review and likely only be able to address them through (buzzword alert) digital transformation. The latter is often a scary phrase, with a common belief that automation dehumanises. But to act as a collective rather than an individual you must digitise things; move away from one human, one unit. I wish I could lay claim to that last sentence but that came from a VP of Technology from NTT Data.

CONCLUSION Only 15% of interviewees said they measure capacity well and 89% saw tech as the future.

Companies who are investing in Salesforce have been able to better manage demand via either Sales Cloud or Service Cloud, they can analyse their supply in Precursive and therefore maximise revenue opportunities from their team. Salesforce provides a unique platform to visualize your workforces’ productivity.

Progressive companies are mapping out their team’s skills, knowledge and passions to ensure they get the right skills coming into the business

S O C I E T Y

at the right time. With Salesforce and Precursive you can:

\

S P R I N G

2 0 1 9

39

REFERENCES Mercer, 2018, Adaptive Working: Capturing the flexibility quotient in your organization.

1

• AUTOMATE processes and workflows across customer lifecycles.

• FORECAST skills requirements for hiring ahead of the curve and/or deploy existing skills more effectively and avoid unnecessary hires.

• A NA LY S E d a t a a n d m a n a g e m e n t information in Einstein Analytics to inform decisions and plan accurately.

The impact of this can be profound.

PRECURSIVE PLAN. TRACK. FORECAST. Create your agile workforce with the leading resource management app and make better decisions about teams and projects. Increase project productivity and margin through strategic deployment, making sure the right people are on the right project at the right time.

Reach out to Robbie at rburnell@precursive.com to discover more about The Agile Workforce, receive the full white-paper or book in a free session for yourself or team to highlight further insights from leaders in the operational world.

PWC, 2017, 20th CEO Survey, The Talent Challenge: Harnessing the power of human skills in the machine age.

2

‘Get a better understanding of what your current skill base is and manage it well.

Understand what time you are losing to things that aren’t adding value and free up capacity by using automation. Then plan in the right recruitment at the right time.’

Simon Keyes, The Agile Workforce, 2018 Head of Pre-Sales & Programmes ARQIVA

40

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

If this is the case, how come improving data quality doesn’t appear near the top of their priority list?

WHY ON

EARTH

WOULD I WANT TO DO THAT?

The answer can be provided by using the old adage: “Stuff that can’t be measured, can’t be managed” and traditionally there’s been no way to measure the business impact of data quality or integrity.

For decades Validity’s tens of thousands of customers have been using tools such as DemandTools, PeopleImport and Brite Verify to improve their CRM data.

S O C I E T Y

The VTA is a wholly automated report derived from this collated metadata that doesn’t just provide a Data Trust Score – which is a comparator across similar Industry peers – it also comprehensively correlates data quality and business performance and then quantifies the benefits of improvement:

Executive VP of Validity for EMEA

Unsurprisingly, we now call these ‘Customer Relationship Management’ systems and the biggest of these is, of course, Salesforce.com.

The way this has unfolded permeates how almost everybody transacts business today.

In 2004, I was responsible for European Sales at a High-Tech Company in the Boston area and was told to use this thing called Salesforce to record sales opportunities and report my pipeline in something called a ‘cloud’.

The internet has opened up the entire world as a market and the buyers have become digital personas – or digital representations of individuals and organisations.

It was slow, it was clunky and I made the cardinal mistake of attempting to synchronise all of the 2500+ Microsoft Outlook contacts with it – a process from which I am pretty confident I have yet to recover from! But times have moved on:

If you are not a corner shop, or a local trader, customers appear to you as a digital representation of themselves – you don’t meet them face to face, you don’t schmooze them, you don’t take them to lunch, like in the old days.

Today, most companies are targeting digital personas and CRM systems have become the bedrock of all digital marketing initiatives. If, back in 2004 someone had asked me if I were considering using my CRM as the bedrock of my digital transformation I would have responded with “Why on Earth would I want to do that?”

But here’s the bit that matters most …

‘Digital personas are only as good as the quality of data that they’re made up of and most Sales and Marketing Executives know that their data integrity isn’t good enough for what they are being paid to achieve.’

2 0 1 9

BEN MCCARTHY Managing Director at EMPAUA & SalesforceBen.com Founder

‘Salesforce has always had a platform strategy in order to support their customer’s businesses,” explains Ben McCarthy, EMPAUA Managing Director and SalesforceBen.com Founder.

WAYNE PARSLOW

In the late 1990’s, and through the 2000’s, power was completely vested in the customer service staff. This, after all, was how they tried to differentiate – if they could be bothered to.

This is where the revolution began, because they were terrible at providing Customer service.

S P R I N G

These Customers have corrected billions of records and continue to run millions of automated clean-up routines on a daily basis. The metadata about what’s wrong with their data and what’s done to correct it has resulted in the development of our Validity Trust Assessments or VTA.

AS SALESFORCE CELEBRATES ITS 20 YEAR ANNIVERSARY, WAYNE PARSLOW OF VALIDITY REFLECTS ON HIS PERSONAL JOURNEY THROUGH THE CLOUD TO REACH DATA TRUST HEAVEN

Almost every company has now realised that it needs to record the information it has about its customers and anything else it can capture with respect to those relationships.

\

For the first time, Sales, Marketing and Operational Executives can measure the impact of CRM data quality on their business in terms of lost opportunity, forecast accuracy, marketing campaign effectiveness and a host of other attributes and characteristics and again, as the old saying now goes – “Stuff that can be measured, can be managed”

your score and the benefits to be gained from doing so, introducing a constant regime of data quality improvement and monitoring.

The VTA contains a remediation playbook explaining exactly how to go about improving

To find out how you are doing, go to https://www.validity.com

“Why on Earth would I want to do that?” has now become “Why on Earth wouldn’t you want to do that?”

‘But the platform that was available when I started my career (Sales, Service & Force.com), has now expanded into 8 core cloud products.

At the centre of all this is data and, the more you decide to use Salesforce like a platform, the more vital it is that your data is as up-to-date and clean as possible.

This couldn’t be any more relevant for the C-Level, as one of the major causes for lack of proper KPI statistics in Salesforce, is bad data.’

41

42

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

CONNECT WITH OUR NEW 2019 SALESFORCE MVPS

SALESFORCE

MVP’S

AMRON KRUVI’S MVP JOURNEY

AMRON KRUVI

teach others about becoming certified, really resonated. A few months later I gave my very first talk about using dynamic Apex, and shortly after the one I’m more known for – Invocable Methods: The Musical.

AMRON KRUVI

MVP Salesforce architect and development leader with background in startup companies and consultancy. Specialising in Force.com, CRM, and an assortment of web and mobile technologies.

I first discovered Salesforce 3,500 kilometres from London. I was in the process of immigrating to the UK and looking for a temporary contract to make myself useful in the meantime. If only I knew then that this contract would land me in the middle of this incredible community!

For a very long time I cared very little for getting involved. It was great to find answers through search engines, but to ask or respond to them seemed like too much effort. It was years later, once I started my certification journey, that I even learned user groups existed!

But by the end of my first developer meetup, I was inspired to become part of it.

To see people like Keir Bowden and Gemma Emmett on stage, investing their own time to

to people everywhere, and mere hours after getting home, I discovered that I was elected as a Salesforce MVP.

As part of my journey to become certified I had also started answering questions on the Trailblazer community. At first, I wanted to have more in-depth knowledge of Sales Cloud, but even after passing the exam I kept going. There were all these people succeeding (in part) because of the help I was providing them. It’s an intoxicating feeling, even though I would never meet most of them in person.

Before I knew it, I had made it to the answer leaderboard alongside absolute legends like Steve Molis and Narender Singh.

These activities eventually earned me a reputation for someone people could come to for help. Some people needed tutoring for certification exams, others had production emergencies or design queries for which they needed another perspective, and some were special: I was asked to participate in Inspire East – in less than 48 hours! I immediately accepted - it was an opportunity to do something for one of the very people who inspired me to join the community in the first place.

Such local events were followed by ones in India and the Netherlands. The idea of appearing around the globe was absolutely terrifying, but exciting at the same time. Then, a few weeks ago, I went on holiday back home, Israel. It was such a pleasant surprise to be recognised by the local community members, invited to chat and discuss opportunities together. It showed me that I was really making a difference

‘As an MVP, I only hope to be able to help more people, more effectively. Whether I discover new channels to communicate with others, resources, or opportunities to inspire others – this community will make the most of it!’

1 ALDO FERNANDEZ 2 AMNON KRUVI 3 ANGELA ADAMS 4 ANNA LOUGHNAN 5 BARBARA CHRISTENSEN 6 BEN MCCARTHY 7 BHAVANA SINGH 8 BILL FLORIO 9 BRENDAN CONROY 10 BRIAN KARCINSKI 11 CHAMIL MADUSANKA 12 CHARLY PRINSLOO 13 ESTEVE GRAELLS 14 GEMMA EMMETT 15 GLORIA RAMCHANDANI 16 GREG GIFFORD 17 HOUSSAM SAOUDY 18 JAMES BROWNE 19 JENNA MOLBY 20 JENNIFER BOWEN 21 JEREMY ROSS 22 JOHN DANIEL 23 JOY SHUTTERS-HELBING 24 JULIO DIEGO BARRADO FERNANDEZ 25 KUMIKO AKIMOTO 26 KISHORE B T 27 LARA BLACK 28 LEANDRIA STREETER 29 MATTHEW POE 30 MARISA HAMBLETON 31 MARISA LOPEZ 32 MARK ADCOCK 33 MARTIN HUMPOLEC 34 MAYA PETERSON 35 MELANIE HEAD 36 PEDRO MANUEL MOLINA GOMEZ 37 RADHIKA BANSAL 38 RUPESH BHATIA 39 SANDI NUSS ZELLNER 40 SARAH AMIN 41 SCOTT LUIKART 42 SHINYA YAMADA 43 SHREY SHARMA 44 SQUIRE KERSHNER 45 STEVE BAINES 46 TAMI LAU 47 TOM HOFFMAN 48 UMAIR ILYAS

S O C I E T Y

\

S P R I N G

2 0 1 9

HOW CAN YOU NOMINATE A FUTURE MVP? HOLLY FIRESTONE (MVP)

To be eligible to be chosen as a Salesforce MVP, nominees must have been active in the community for at least twelve months.

The official Salesforce MVP nomination process: Like everything we do in the Trailblazer Community, the process is designed to be very community-driven! Here’s how it works:

1

omination: Salesforce MVP nominations are open once a year for several N weeks (this year’s nominations closed January 11). We receive hundreds of unique nominations from community members and Salesforce employees.

(Note: it only takes one nomination to be considered!)

2

VP Review: Current Salesforce MVPs provide the first round of review M on nominations. They are able to weigh in based on real-life experience interacting with nominees in a variety of channels.

3

S alesforce Stakeholder and Employee Review: Keeping in mind the Salesforce MVP feedback, we review nominations again with a diverse of people from across the company. This group includes members from teams like Salesforce.org, AppExchange, Alliances, Salesforce Developer Relations, Salesforce Admin Relations, and others. This diverse group helps us make sure all communities, groups, and regions are fairly represented. We then meet to review nominations and share stories about all of the awesome things the members of our community are doing.

4

he Final List: Finally, we create the list of new Salesforce MVPs to be T awarded! The new class is notified the night before we make the official announcement on Twitter, in the Community, and on the Salesforce blog.

Keep in mind that participation in the program is reviewed annually, and Salesforce MVPs are often renewed based on their ongoing contributions during the most recent year.

WANT TO KNOW MORE ABOUT THE ROLE OF A SALESFORCE MVP? HERE’S WHAT SALESFORCE SAY: “Salesforce MVPs are nominated by the community for exceptional contributions and commitment to helping others succeed. And they truly shine because it’s clear they do so much to help the community learn Salesforce, connect, have fun, and give back together.”

43

44

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

GETTING

MARRIED WITH SALESFORCE MEGHAN VAN DEN BERG So, when Emile dropped on one knee, we came across a new problem. How are we going to manage this complex process of planning a wedding? We live in London but wanted to have a destination wedding in Cape Town, South Africa. We had people from all over the world coming to the wedding and how were we going to manage the process of RSVP’s, food selections and their drink preferences?

We could easily see which guests were coming, where they were staying, what they wanted to eat and what their preferential drinks were (Had to make sure we had enough tequila!).

Now you may be thinking emails and excel sheets, but, this is the 21st Century (and, “Salesforce is life”, as Emile puts it!).

As in most fairy-tales, a simple set of events occur. Boy meets girl, boy proposes to girl, couple builds Salesforce community to manage wedding process, and the couple has a happily ever after.

We go for it. Emile built the Salesforce org, created flows (#ClicksNoCode) and did the foundation of the community. This was the first time that I was seeing how easy and versatile Salesforce is, so I got involved as well (like any typical bride).

Now this might sound a little bit different to how the conventional story goes, but this is my story.

I studied a BSc Physics and had just completed my PGCE when I met my now husband, Emile (a Salesforce Consultant) on Tinder (how 21st Century?). I started to see the Salesforce ecosystem from the first moment we met. It was interesting because as I got to know him and his friends more, I could see how people loved their jobs and cared for each other, always pushing each other to be better in their careers and most importantly better humans.

But the biggest gain from this was that I saw how tractable the Salesforce ecosystem could be, that I was now a part of. It showed me that the technology industry is not just a man’s world, but a world for anyone with passion; regardless of your educational background.

I started doing trailheads; within a week I was editing the community and creating new custom objects to manage my budget and guests.

The solution was simple, it allowed us to completely automate the wedding planning.

My happy story has only begun, I got to marry the man of my dreams and consequently, I now work at a Salesforce Consulting Partner. #BlazingMyTrail

Photos: © Cath Tatham, Company: Cath Tatham Photography, info@cath.tatham.com, www.cathtatham.com

S O C I E T Y

\

S P R I N G

2 0 1 9

45

46

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

47

SUPERMUMS FOUNDER TALKS ABOUT

IN OTHER NEWS… HIGHER

EDUCATION FLEXIBILITY Following our previous report into the Higher Education sector (see SF Magazine v1), it is interesting to see that Salesforce has been listening to the feedback gained on the road from the Higher Education summits both at home and abroad. Some of the language used to win over the education sector appears to have been carefully modified for this unique audience with diverse and yet specific needs.

As stated on the Salesforce website: Salesforce. org has dropped the H from the Higher Education Data Architecture, which will now be known as Education Data Architecture, or EDA. This change represents an expansion of education adoption from Higher Ed to a broader focus on the K-20 education lifecycle.

In addition, a summer release date has been specified for the general release of Salesforce Gift Entry Manager (GEM), which is a gift entry solution focusing on the Advancement space.

“Innovative technology is critical to provide the personalized, relevant and adaptive experiences to drive student success across their entire journey,” said Rob Acker, CEO, Salesforce.org.

“With these announcements, we’re closer to achieving our vision to create a platform to support lifelong learning from K-20 and beyond.”

operations across Admissions & Enrollment, Family & Community Engagement, and Fundraising & Grants Management—with 360-degree student views at the center to help ensure their success.”

Here’s a snapshot of the enhanced features announced in April.

New Education Cloud Features for Higher Education Focuses on Student Success

Salesforce.org Education Cloud for Higher Education enables institutions to intelligently drive student success across the student life cycle from prospect to alum. New solution sets for Recruiting & Admissions, Student Experience, Advancement, and purpose-built products like Salesforce Advisor Link make it easy for higher ed institutions to create personalized, empowering, relevant experiences for students at scale across their education journey. These solutions include: • Einstein Analytics Strategic Services for Recruiting & Admissions • Einstein Next Best Action • Mobile Publisher • MyTrailhead for Higher Ed

• Gift Entry Manager (GEM) • Salesforce Advisor Link

IN THE WORKPLACE

“With Salesforce.org Education Cloud, we’ve been able to unify our data and break down silos between departments. Getting everyone on one system has given us a leg up in serving our students, and we now have consistency across campus.”

Editor: “Having spent over 15 years in the Higher Education sector, and been invited to speak at Connected Campus in 2018, I am thoroughly excited to hear these announcements. The days of designing for a Millennial are gone. Today’s students are distinctly different and it was noticeable at last year’s conference that we were in danger of catering for yesterday’s students. These developments clearly take into account the behavioural patterns of the ‘Z’ Generation.

These are exciting times”. Nadio Granata SF Magazine is keen to hear from educationalists. We would especially like to hear from recent customers who are rolling out EDA. Tell us about the process of adoption you have employed, the pain points and the net gains. editorial@sfmediapartners.com

Better technology means flexible working without compromise, so it’s now easier than ever to work flexibly. According to a recent survey

by Comparably* 33% of respondents say worklife balance is their number one concern over compensation, advancement and job stability.

HEATHER BLACK Heather Black, is CEO of Salesforce Supermums. Heather runs a Salesforce Consultancy Practice in the UK supporting non-profits. She transitioned into a Salesforce career in search of a more flexible life-style to fit around her family, and soon realised the Salesforce eco-system needed more talent and there was a pool of mums looking for flexible careers. She launched Salesforce Supermums two years ago to raise awareness and support women into the tech industry.

On 16th April, Salesforce announced: “Today, Salesforce.org is announcing Education Data Architecture (EDA), the expansion of Higher Education D ata Architecture (HEDA). HEDA, the foundation of Education Cloud, is leveraged by more than 1,000 higher education institutions including Harvard, UVA and UMASS Lowell. Now, the data architecture will support the needs of both K-12 and higher education organizations.

Developed in alignment with the Ed-Fi Alliance’s industry-leading data standard for K-12, EDA will empower K-12 institutions to streamline

HOW FLEXIBILITY WORKS BOTH WAYS Are you struggling to recruit the right Salesforce staff ? Do you employ flexible working practices? If not, it could be why.

Flexible working is a big thing - with clear links between flexibility at work and physical & mental health. Creating a better work/ life balance has never been higher on the agenda for individuals and employers, which is great news.

‘Innovative technology can be revolutionary but we need to think hard about its use’, Chris Moriarty, Director of Insight and Engagement, Institute of Workplace and Facilities Management

It seems that balance and flexibility is particularly important in Tech roles: in the same survey, 51% of people in design jobs and 49% of people in IT jobs say they felt burned out. These two industries represent the highest rates of burnout from those participating in the survey.

Across the board, employees appreciate having managers who are flexible. Flexible managers treat employees as individuals and work with them to accommodate personal styles and needs. Managers who are flexible also give their team greater independence about the way they accomplish goals. They assess the needs of their employees and give constructive guidance, and recognition individually. “Being flexible is good for everyone”. (The Balance Careers).

SO, HOW CAN FLEXIBLE WORKING BENEFIT EMPLOYERS? A flexible workforce can present many benefits to an employer. Firstly, a workforce like this gives opportunity for more part-time and flexible roles, without the need for full-time positions so smaller organisations can benefit from a skilled resource which fits their needs and budget.

Flexibility also opens up working opportunities to a wider audience - take for an example skilled mums who needs to work around their families.

In general, these women have a breadth of experience and transferable skills but struggle to find work because of inflexibility. This can also be the case for people with physical or mental disability who find an office environment too challenging. Not only does flexibility help address social exclusion issues, it also provides a wider pool of (often more experienced) potential workforce for recruiters.

Also a flexible workforce can help with time-zone working, giving a broader customer reach too.

Having a staff member who is able to work during evenings and weekends can extend the reach of the team into different time-zones and countries.

Considering flexible working practices can open up your roles to a wider talent pool and also improve retention, loyalty and referrals as a happier workforce will stay with you longer.

Heather Black, transitioned into a career in Salesforce as she was looking for a flexible role to fit around her family. She realised if she could do it, other mums could too, so she launched SalesforceSupermums in Nov 2016 to raise awareness and train other mums in Salesforce skills.

48

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

KEEP CALM AND

PLOG ON

SF SOCIETY MAGAZINE SUPPORTS COLLEAGUES WHO ARE DOING GOOD THINGS TO ENRICH THE LIVES OF OTHERS. HERE’S A PIECE SENT TO US FROM AN EMPLOYEE AT A LARGE SALESFORCE ISV. HE’S AN ACTIVE PLOGGER AND WANTED MORE OF US TO KNOW HOW WE CAN HELP. READ ON ….

Editor: we want to help Michelle and Dermot spread the message far and wide, and encourage as many people as possible to join this movement. Volunteers really do enjoy themselves and many use it as a way to alleviate anxiety and tackle loneliness.

You can also qualify for VTO

You’d be forgiven if you hadn’t yet come across the word ‘plog’. An amalgamation of the Swedish word plocka and jogging, it means to run and pick up rubbish at the same time. A simple yet highly effective concept which initially took Sweden by storm.

Now it’s popping up over in the UK and being championed by the group, Plogolution. Founders Dermot Kavanagh and Michelle Parkes are both incredibly into their fitness. Dermot runs a successful personal training business and Michelle loves to throw herself over muddy obstacle courses in her down time. They have both long realised the importance of exercise for mental health gains and wanted to find a way to bring their love of fitness and a growing alarm of the state of the environment together.

They ran their first plog back in July 2018 and attracted 16 people, picking up over 30 bags of rubbish over a 5k run through Putney and over Hammersmith Bridge, London. The energy from the plog was quite something.

The mixture of running endorphins and the knowledge they were doing something great for the environment was a heady mix.

Running a plog a month throughout London meant they tackled lots of different parts of the Big Smoke. But the one thing that they certainly saw in common was the amount of rubbish littering the streets. From the standard crisp packets and many plastic bottles to broken loud hailers and discarded sex toys!

At the time of writing, the largest plog they held in attracted 49 people and covered 3 different routes.

From one small plog to what can only be described as a movement; Plogolution was born.

A community group whose mission is to create happy and healthy communities that we’re proud to pass down the future generations.

Michele and Dermot say: “We are aware that we’re the first generation that knows there is a big problem with the way we’re looking after our planet and probably the last generation who can do something about it. This is why we’re keen to involve children from infant schools upwards and educate them on the environment, spread a message of sustainability and encourage them to look after their local environments. We’ve arranged a number of school plogging clubs and at the time of writing we currently have 15 schools actively running and picking litter up around their local areas with another 10 set to start by the end of the year. This allows us to promote healthy living and also collect data on all the rubbish that is collected which is fed into a centralised database. We can really start to see the extent of the rubbish problem when after just 5 weeks with one school and one week with another school we’ve picked up 183 bottles, 260 cans, 51 glass bottles and 542 cigarette butts.”

S O C I E T Y

\

S P R I N G

2 0 1 9

Connect within Salesforce and the partner ecosystem through SFSociety magazine READ

●

CONTRIBUTE

●

SPONSOR

●

ADVERTISE

Contact us now to feature in this magazine next quarter. www.sfsociety.com

If you want to start your on Plogging group in your country, or wish to find out more, go to www.plogolution.com.

Invitation To Salesforce & partners: This is our call to Salesforce employees and partners! Why not create your own plogging group under the Plogolution banner? We will get you started, help you source equipment and provide support. For more information or to get started, email michelle@plogolution.com Be the change that we need in this world and help us make a massive difference to local communities.

facebook.com/SFMediaPartners

@SFMediaPartners

instagram.com/sf_media_partners

linkedin.com/company/sf-media-partners

49

50

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

ENGINEERING AN

ENERGY

1

TRANSITION TOWARDS A CIRCULAR ECONOMY

ADRIAN BARRACLOUGH Adrian is Director of commercial development and engagement for the Peak District National Park Authority. His remit includes promoting Circular Economy and sustainable business to benefit conservation and enhancement of our special national parks as well as for the people who live, work and visit.

DR JOHN LEAVER Dr John Lever is a sociologist with an interdisciplinary background in human geography and management. He currently works in the Department of Management at the University of Huddersfield Business School in the UK, conducting research on various aspects of local food production in cities.

Some of the Grand Challenges faced by humanity relate to energy production and consumption and the need for energy security. The energy challenge is complicated by the fact that it interacts with other challenges such as food security in ways that are not always obvious or easy to address.

As the OECD (2018) points out, this situation can be viewed as ‘a grand challenges ecosystem, whereby potential solutions to one challenge may lead to good or bad effects in others.’

In contrast to a “linear economy”, which is essentially an organized set of activities regulated by exchange values that do not consider the environmental and social costs of production (for example, pollution, resource depletion and climate change), a “circular economy” requires producers and consumers to consider the full social and environmental costs of production.

Given the transformation of vast quantities of electricity used storing and processing data into equally vast quantities of low-grade heat energy as waste, the operations of large cloudbased software companies thus provides a clear example of the functioning of the linear model.

But does it have to be this way? William McDonough, author of Cradle-to-Cradle, encourages companies to think differently about these issues and reuse waste in innovate ways.

There are already examples of data centres working to transform heat by teaming up with other heat consuming operations in ways that move towards the creation of closed loop, circular systems. A decade ago, a town in Switzerland used energy from an IBM data centre to heat a local swimming pool, while in the UK - Telehouse, a leading global data centre provider, has won awards for reusing energy and developing a district heat network in London Docklands. More recently, Amazon has been transforming city centre office space in

... YOU CAN HELP!

2

Global fisheries are on the decline, yet fish is a key component of protein and oils vital for human health. Several species consumed by humans grow quickly in warm waters c 20oC; in line with circular economic principles, waste from aquaculture operations could be processed to provide nutrient feed for growing plant based fresh produce.

3

In colder climates, surplus heat can be used to thaw the top layer of permafrost to free up more soil for growing crops, at commercial and local scale, thus reducing long food transportation miles and offsetting CO2 emissions. Google, Facebook and Amazon have already invested significantly in new data centre infrastructure in colder climates to reduce cooling energy costs. There remains, however, a net surplus of heat which could be deployed into community heating and local food production initiatives.

Seattle in the US into heated biospheres through the reuse of energy from a local data centre.

What about the Grand Challenge of food security?

Well, cities are increasingly recognised as important centres for food production and to the development of a circular economy for a number of reasons, not least because by midcentury more than six out of nine billion people are expected to live in cities. This will have mixed consequences for the environment. While the concentration of service industries means that there will be less distance to be covered to deliver goods and services, thus reducing emissions, there will also be heightened pollution.

At the same time, resources are under threat from agricultural usage, with global projections indicating that agricultural land use can only be increased by another 2%. Add to this the negative environmental effects of agriculture, particularly greenhouse gas emissions, soil degradation and declining water supplies, and it quickly becomes clear that we need to find new ways of producing food closer to urban populations.

Does data centre heat energy surplus have the potential to facilitate movement in this direction?

One of the key attributes of surplus heat energy from data centres is that it is constant 24hrs a day 365 days a year. This predictable, measurable and constant supply of energy could potentially be used to speed up the growth of fresh food produce using vertical farming technologies. It is not inconceivable that such food production warehouses could co-exist alongside data centres to maximise energy usage.

There are several opportunities for using low grade heat from data centres in agricultural food production:

To regulate the growth substrate temperature and aqueous nutrient feed to optimise growing conditions for a range of fresh produce, including salad leaves, tomatoes and strawberries, as well as more exotic fruits such as avocado and grape vines.

4

To close the loop, surplus heat could be used to speed up waste infrastructure processes, including bioreactor performance, especially in colder climates, to produce compost and insect protein for fish food.

The challenges presented are not technological or even economic, but they do require political will and policy innovation. The key to success is bringing public and private enterprise together to close resource loops and develop resilient place-based solutions fit for the 21st century.

“A circular economy requires a level of commitment and determination to make change happen and it is reassuring to know that we have giants such as Salesforce who are leading the way. As a colleague recently suggested, clearly there’s more to be achieved, but standards are emerging that others would do well to follow.”

Dr John Lever (May 2019)

S O C I E T Y

\

S P R I N G

2 0 1 9

“We believe business is the greatest platform for social change."

Suzanne DiBianca, EVP Corporate Relations, Chief Philanthropy Officer, Salesforce

EXCERPTS FROM THE REPORT …

“One of our key objectives is monitoring social and environmental performance in our supply management process, and encouraging our suppliers to share in our values.”

“The main focus of Salesforce’s climate advocacy efforts are on policies that set the planet, and the geographies we operate in, on a just path to a lowcarbon economy.”

FORGING THE PATH TO 100% RENEWABLE ENERGY TOGETHER Ohana Design “The Salesforce Design Standard, called the Ohana Design, promotes collaboration, fun, sustainability, and employee wellness. One way we achieve this standard is by working closely with our procurement team to ensure we are bringing sustainable design and healthy materials into all of our spaces through our supply chain.”

To read the latest Salesforce Stakeholder Impact Report go to: https://www.salesforce.com/company/sustainability/

51

52

S F

S O C I E T Y

\

S P R I N G

Partner Strictly Dancing WHY SPORTS TRAIDER As with Partner Boxing, it was important to select a charity where the participants could see a benefit from their efforts. Building on the relationships forged with Sports Traider, Partner Event Promotions decided to make them the primary beneficiary of Partner Strictly.

Dedicated to helping children and young adults get into sport, regardless of ability, race or affordability, Sports Traider set up the Virgin Giving Fundraising Page which, to date, has already grossed over £50,000.00 including Gift Aid. Additional fundraising has been redirected to some other charities and fundraising on the night has added nearly £20,000.00 to the total effort. Thanks, in no small measure, to Rebecca’s dedication to not only the dancing, but the fundraising too. It is important to point out that the overall score was a combination of points gained from the dancing added to fundraising points.

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

53

STRICTLY EXTRAVAGANZA REBECCA POOLEY AND PAUL HUTCHINSON WERE THE FIRST EVER WINNERS OF THE SALESFORCE PARTNER STRICTLY DANCING COMPETITION. LET’S HEAR FROM REBECCA ...

I took a deep breath and gleefully signed up for the most amazing dancing experience ever!

Training was split into two sections; group dance and couple dances. Committing to the training schedule was tough (we had sessions twice a week for 10 weeks) but every single time we met in the dance studio, the atmosphere was amazing and I made some great friendships.

Group dance practises were fab as there were quite a few of us and we were all as nervous as each other! We were soon put through our paces and had to grasp steps from Cha Cha and Rumba. It went incredibly well from the start and we were soon dancing our way across the floor, although you could still hear the occasional “Sorry for hitting you on the head. Again”. But practise makes perfect, so we kept going. Two weeks into group training our partners and couple dances were revealed.

I got Jive, which is one of the fastest ballroom dances out there and I’ll admit, I did not feel confident in my ability to keep up!

Our little Jive gang clicked immediately and

I knew we were going to have a lot of fun. We learnt some basic steps as a group then worked as couples to perfect our craft and make the dances different. It was a physically tough few weeks and I even lost a toenail! But the sense of teamwork and determination was infectious and kept me going.

I took the fundraising side very seriously from day 1. We had a target to hit and I was very aware that I had no corporate backing or an office I could walk round shaking a donation bucket. That fuelled a determination in me and I immediately started asking everybody I had ever met for sponsorship. I had also kept a blog of my progress which ended up with a good following. You can see it on my website (www.strideconsulting.co.uk).

Competition day came around very quickly.

I arrived at the Troxy and before we knew it, we were running a few rehearsals of our group dance. Everyone seemed to remember it well and there was a real buzz of excitement in the air. After a couple of run-throughs, it was time for all the couples to practice their routines in full costume. This was the first time we could see each other’s dances which brought a new wave of nervousness. Every couple were fantastic; good songs, lots of steps, high energy and I just knew this was going to be an amazing night.

The evening was soon under way, with each couple strutting their stuff to a huge (and very supportive) audience and then I was backstage with Paul waiting to perform. I honestly can’t remember much about the next few minutes.

I danced, tried to remember to breathe, kept a smile on my face and just went for it. When we were waiting for the judge’s feedback, I was

About Strictly The Partner Strictly Extravaganza was created

by James Collett following the huge success of Partner Boxing. “We were overwhelmed with the success of Partner Boxing and were discussing what else we could do to raise money for charity, facilitate business growth across the ecosystem and have fun at the same time.

That’s when James came up with the idea of Partner Strictly,” says Nadio Granata co-founder of Partner Event Promotions.

still a bit shell-shocked and completely missed what the first judge said, but was brought to my senses by a huge cheer from the audience, so I was hoping it was good. In the end, we came away with a perfect score! But it was not over yet....

Soon we were all back on the dance floor, lined up and waiting for the final results. They started with the “People’s Choice” which went to fellow jivers, Warren (makepositive) and Kerry (Accenture) and I couldn’t have been more proud! The “Runner’s Up” award went to Spencer (CloudSmart Consulting) and Hannah (makepositive) which was thoroughly deserved. Then I heard the words “AND THE WINNERS ARE….Rebecca and Paul.”

The week after the competition was a strange one. I hadn’t realised the size of the reach this event had, I was flooded with congratulation messages and soon had new clients to work with. The cherry on the cake for me is that I am now helping Partner Event Promotions with their future events…. fundraising, networking and having fun, what more could you want?

Registrations are now open for Partner Strictly 2019. To apply for your opportunity to learn how to dance from some of the best dance coaches in the world, and perform in front of up to 1,000 colleagues, family and friends .... go to: https://www.partnereventpromotions. org/partner-strictly-dancing-2019/

‘It was one of those ‘bingo’ moments. As soon as he’d said it, we went into full steam. We sourced one of the best ballroom dance instructors in Europe who devised a demanding but achievable training schedule. We knew the Troxy was the perfect venue. It wasn’t long before we had a queue of people wanting to take part”, continues Nadio.

54

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

6

2

1

3

7

8

9

10

4

11

13

5 1: Dan Dalla Salesforce.com & Ellie Barrett Natterbox 2: Dancing with the stars of BBC & RTE! Darren Bennett & Lilia Kopylova 3: James Boutel Empaua & Sam Whitmore Salesforce 4: Lance Haggith and Paul from Sportstraider 5: Gary Brown and Tamta Gamezardashvili 6: Cheyenne Matos - Salesforce.com & Virginie Guinand Bluewolf IBMDancing

12

14

7: Strictly Judges: John Lilia Kopylova & Ken Cavallon 8: Strictly dance off 9: L to R - Sophie Hart, Lee Roberts makepositive & Stuart Prince Salesforce 10: Lords of the Dance from Salesforce: Chris Roberts, Daniel Kolodynski, Darren Nullmeyers & Stefan Jankowski 11: Chris Bacon BrightGen & Ally Boulton Cirrico 12: Strictly audience join the dance!

13: Validity Strictly Sponsors 14: Co Host Martin Corry Salesforce.com & former England Captain

55

56

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

Photo: Strictly Ben Clare Kimble & Jasmine Ashley - makepositive

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

57

15

16

17

Winners Rebecca Pooley and Paul Hutchinson

19

20

18

21

15: Lucy Jones New Voice Media & Ross Carragher Salesforce 16: Strictly coach & World Champion Michael Litke 17: Strictly runners up: Hannah and Spencer 18: Warren Metcalfe makepositive & Kerry Townsend Accenture 19: Lucy Mason MapAnything & Jason Atlantic Technologies 20: Strictly organisers Michael, James & Nadio 21: Paul Hutchinson Kimble Applications

58

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

The Salesforce Society

EUROPEAN GOLF CLASSIC 22

23

IN

S U P P O RT O

F

Child

Social Mobility 24

25

Join us at the UK’s majestic

The Richmond Golf Club

to take part in a 4 ball competition. followed by a gourmet BBQ with live entertainment. Plus, the chance to win the inaugural The SF Society Cup as well as spot prizes.

12th

1pm

£500*

September 2019

shotgun start

per team

Limited number of teams can apply, so be quick to register your interest

www.partnereventpromotions.org/events Delivery Partner

Proudly sponsored by

26 22: Tamta Gamezardashvili Salesforce & Gary Brown makepositive 23: Sapient i7 & Salesforce 24: Team Mason Frank Recruitment Group 25: Monotones Band 26: Strictly winners: Rebecca and Paul

partnereventpromotions.org

|

info@partnereventpromotions.org

59

60

S F

S O C I E T Y

\

S P R I N G

Salesforce Partner Boxing gets even bigger!

The ambitious fundraiser, created and delivered by James Collett and Nadio Granata of not-forprofit Partner Event Promotions Ltd saw the Salesforce ecosystem pitch in 34 fighters from Conga, makepositive, Zuora, Cloudsmiths, Natterbox, Bluewolf, 4C, Frank Recruitment Group, Emark, BrightGen, Kimble, Third Republic, Cloudshift, Sapienti7 and the Youth Enquiry Service in 17 thrilling bouts all for the Sports Traider Charity.

Founded by Dr Lance Haggith, former winner of Sports Personality of the Year Unsung Hero Award in 2010, the charity provides sports equipment and kit to youngsters who are less fortunate than many of us and are often able to participate in the sporting community for reasons of hardship or disability.

Speaking about the cause on the night, founder James Collett said, “The whole evening is dedicated to raising valuable funds and awareness for a cause that has been close to my heart for a number of years. Sports Traider charity helps kids to get into sport by providing them with the kit they require, coaching and most importantly, the confidence to give it a go. I’m thrilled that so many of my friends and colleagues from the Salesforce ecosystem are getting behind this event. All profits will be donated back to the charity and it will make a real difference to people’s lives.”

2 0 1 9

S F

S O C I E T Y

PARTNERING UP TO PUT POVERTYDOWN … everyone should have a chance to play a sport,” commented Dr Lance Haggith.

LEE PEARSON Sports Journalist

THE PARTNER WHITE COLLAR BOXING CHARITY EVENT OF THE YEAR TOOK PLACE AT THE TROXY, LIMEHOUSE, LONDON ON THURSDAY 14TH MARCH. Building on from last year, the Salesforce ecosystem has certainly become more aware of the charity’s work, with an increase of almost 100% in applications alone.

“We have been staggered by the amount of interest we have received for the event. It’s certainly gathered momentum and is already one of the largest fundraising events in the entire Salesforce partner calendar,” added James.

“The money raised from tonight will help buy specialist sporting equipment for children with disabilities. We can buy wheelchairs for sports like basketball and tennis which are expensive and families can’t afford. I believe

Before the bouts began, guests, which included celebrities Linda Lusardi, former boxing world champion John Conteh and British Muay Thai Champion Kelly Hughes, enjoyed a delicious three-course meal whilst the boxers began their final preparations after ten long weeks of intensive training.

With the guests full and satisfied, the lights were dimmed and a spectacular parade entered into the ring to a huge roar from supporting fans, colleagues and families.

The first bout saw Aaron ‘The Thunder from Down Under” Ferguson, Salesforce, take on Sam Cheung, CloudShift Group, in a one-sided affair which saw Aaron come out victorious with a stoppage in the second round. The next bout was more equal between Kelly Orcutt, Zuora, and Sascha Tapfuma, Bluewolf. Kelly had the better technique and was boxing clever but Sascha was just too strong, hitting the bigger blows which caught the eye of the judge, who after 3 entertaining rounds scored the bout 28/27 in favour of the Bluewolf representative.

After the bout, Sascha said; “I didn’t underestimate my opponent as we sparred together and she is a good fighter. I’ve always wanted to try boxing, it is something I’m passionate about. To do it for a good cause makes it worthwhile and motivated me, even more, to do it for sure. It is nice to win too.”

As the night progressed, the atmosphere got louder, as the support was ramping up and the fighters obliged with some high quality boxing displays throughout the evening.

“Compared to last year, the bouts are certainly a

lot better. People have obviously seen last year’s event and thought I want a piece of that and come out swinging. It is hard work doing that when you have only prepared for ten weeks,” said former world champion boxer, John Conteh.

“The cause is amazing, boxing helps a lot of people from deprived areas get off the streets.

It gives them something to focus on rather than the gang culture many can find themselves in.

What nights like tonight do is generate support and funding for those communities.” John added.

And it is more than just the sporting community that Sports Traider helps. Across the country, volunteer counsellors are aided by the funding raised by the events. Linda a volunteer from the Youth Counselling Service (Y.E.S) Wycombe talked about the benefits her charity provides:

can disclose information to the police is if they have caused harm to the public.”

This is why Kelly Hughes proudly wears the Sports Traider logo when she competes; “I’m an advocate that everyone should have the chance to play sport. I am here to support the great work Lance does, he supports me when I’m fighting.

It’s good to see people support a worthy cause and the fighters have certainly done that.”

Each boxer was professionally trained for 10 weeks prior to the event, and the hard work meant a lot of sacrifices needed by both fighter and companies alike:

“We get a portion of tonight’s fundraising. This money helps us out massively, with rent, utility bills and vitally paying for our DBS checks which all our support staff have to have. Without this, we wouldn’t be able to do what we do.”

YES, Wycombe help provides free counselling for young people aged between the ages of 13-25. This ranges from coping with domestic abuse, trauma, anxiety and depression.

“Whatever is said in our meetings is kept impartial, we aren’t allowed to disclose it to anyone. We offer a safe haven for kids to talk about their problems which sometimes parents or family do not understand. The only time we

Registrations are now open for Partner Boxing 2020. If you think you have what it takes to train hard for 10 weeks and take to the ring in front of an audience of 1,000 people … then register here and good luck! https://www.partnereventpromotions.org/ partner-boxing-2020/

\

S P R I N G

2 0 1 9

61

‘We had to allow our fighter time off to train and get ready for the event, that is a big commitment for the whole team as someone has to fill the space or work vacated by him. That all needed to be organised. Not to mention the effort some of the boxers put in behind closed doors.”

Said Mark Richards CEO and Founder of makepositive.

‘We support the cause, after last years’ event and this year, maybe next year we may see more than just one representative in the ring.’

With the last bout between Panagotis Koniaris, BlueWolf, and Luke Hennaghan, Conga, in action providing some of the best boxing. Lance Haggith offered his final say on the night, “It has been a really good evening. The boxers have given everything. I thank them for their commitment and providing good entertainment for the cause. I hope they have inspired people for next year.’

62

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

BLOG POST BY KELLEY ORCUTT If someone had told me a few years ago that I would be fighting in a charity boxing match in London as a Senior Manager of Business Development for Zuora, I would have insisted they had me confused with someone else. Just two years ago, I was living in Boston (with no intention of moving), working for Zuora as a Business Development Representative, and I’d certainly never thrown a punch in my life.

When a management position opened up in London, I instantly knew it was the opportunity I wanted. I asked my manager, Frank Ernst, to consider me for the role.

Frank championed my promotion with Senior Leadership and within weeks I was taking a red double-decker bus to my new office in London where I was welcomed by another set of strong mentors.

A year into my time in London, I witnessed one of these exceptional leaders, Nicky O’Callaghan, Zuora’s Senior Director of Alliances for EMEA, fight in a white-collar boxing match organized by Partner Event Promotions (PEP). Nicky is a force to be reckoned with and an inspiration to me on a daily basis and her time in the ring was no different. She trained intensely, smashed her fundraising targets and won her fight, further inspiring me with her willingness to take on a completely new challenge in support of a good cause. PEP is an organisation that brings Salesforce partners together to raise funds for charities and worthy causes. This particular event is

in support of Sports Traider Charity who raises money with the aim of ensuring all children in the U.K. have the opportunity to take part in sports and gain confidence, self-esteem, make friends and improve mental and physical health and wellbeing.

When the opportunity to sign up for the 2019 event arose, I jumped at the chance.

Signing up was one thing, but I cringed at the idea of asking my friends and colleagues for money even for an incredible cause like Sports Traider. But I was quickly reminded, when you’re a ZEO, you’re never truly in it alone. Frank stepped in again by sending a company-wide email promoting my fundraising efforts. In just a few short hours, I exceeded my aspirational fundraising goal of £2,000. Equally as motivating as the flood of donations from my coworkers, were the personal messages from hundreds of Zuora employees from Chennai, San Francisco, Boston, Paris, Atlanta, and Australia. Some were from dear friends that I’ve worked with closely over the last four years and others were from colleagues I’ve never met before.

It was a message from one of those perfect strangers that I read and re-read right before I entered the ring. A colleague shared how he spent his childhood wanting to play sports competitively but he didn’t have the means to do so — exactly like the kids that Sports Traider Charity supports. His words reminded me that all of the blood, sweat, and tears put into 12 weeks of training were not really about the fight at all, but about

raising money to give opportunities to a new generation.

‘If someone had told me a few years ago that I would be fighting in a charity boxing match in London as a Senior Manager of Business Development for Zuora, I would have insisted they had me confused with someone else.’

Kelley Orcutt

The adrenaline on fight night was like nothing I’d ever experienced. The electricity in the dressing room amongst the 30 boxers before the match, the thrill of walking out to my favourite Missy Elliot song, the pride of seeing my parents sitting at the Zuora table with my amazing coworkers, the joy of hearing my name shouted as I landed a punch or dodged my opponent’s, and the love I felt from everyone when I ultimately walked out of the ring having lost the match, are all feelings I will never forget.

Competitive to the core, I love to win. It’s this competitiveness that pushes me to achieve my quota each quarter, sent me to President’s Club for the last two years, and inspired me to relocate across the Atlantic Ocean for a dream job. I did lose my fight — by one point (my pride needs you to know that) but, the next day, the trainers from White Collar Boxing London voted me “Fight of the Night” for leaving my heart in the ring. I believe the heart that they saw during those three rounds has everything to do with the support from my fellow ZEOs: sending donations, cheering me on through my training, watching the live stream, and screaming bloody murder ringside on the night. Even though I lost my match, I still feel like a winner knowing that 1,200+ ZEOs were always in my corner.

I’ve since promised my mother I will never fight in a proper boxing match again, but I find myself starting each work day with the advice from my trainer: “Breathe. Trust yourself. Stay on your toes. Don’t panic. Your hard work will pay off.” As it turns out, her advice on how to stay composed in a boxing match is also excellent advice for how to stay composed in sales, management and life.

Photo: Bout of the night Kelley Orcutt (left, Zuora) and Sascha Tampfua (right, Bluewolf)

S O C I E T Y

\

S P R I N G

2 0 1 9

63

64

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

2

5

S O C I E T Y

\

S P R I N G

2 0 1 9

65

6

7

1

3

8

4 1: The Devlins & Rebecca Keane 2: Bar set up... and ready to rumble! 3: Table Layout 4: Salesforce Partner Boxers, Class of 2019 with James Collett (L) and Nadio Granata (R) 5: 2 Sharp Lads Ross Carrigher and Callum Bloor 6: Phil Neal (Salesforce) & John Conteh, former world champion 7: Rebecca Keane and Felicity Peart (Salesforce)

9

10

11

13

14

12

15

8: Talkdesk (sponsor) Chris Barbour; Barny Pinner, Teon Rosandic, Kevin Moore 9: FinancialForce 10: Girls night out 11: Sponsors Vanguard Cloud Consulting 12: Yes Charity (beneficiary) 13: Sponsors and former Partner Boxing Champ, Mark Hill (Frank Recruitment Group) 14: The amazing gents from Talkdesk (sponsors) 15: Freddie Waker, Atlantic Technologies (sponsor)

66

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

S F

S O C I E T Y

\

S P R I N G

2 0 1 9

A new breed of partner is born.

Sworn to deliver the best in customer service.

Over 10 years consulting experience from simple to highly complex Salesforce & ISV solutions.

Are you wanting to get the best from your investment?

Call in the

Vanguard

New launch Special Offer 30% OFF

15% OFF

all quick starts: Sales, Service, Pardot or Communities.

Administrator & Managed Services for the first 20 customers

Get set up and realising ROI fast!

Get the most from your Instance!

Are you a Vanguard? Do you have an award-winning approach to your customer’s success?

If so why not Join the Vanguard - careers@vanguardcloudconsulting.com Terms and conditions apply. See website for details.

www.vanguardcloudconsulting.com

67

WILL YOUR APP MAKE IT ONTO THE LIST IN 20 YEARS

CELEBRATE 20 YEARS OF SALESFORCE WITH THESE APPS:

Images: © Salesforce - Amanda Nelson

?