Salesforce Digital Transformation Initiatives

About the Customer

Salesforce is the world’s #1 customer relationship management (CRM) platform. Its cloud-based, CRM applications for sales, service, marketing, and more don’t require IT experts to set up or manage — simply log in and start connecting to customers in a whole new way. Salesforce.com: The Customer Success Platform To Grow Your Business.

Scope and Challenges

As the company grew and expanded its network of offices and partners, it found that its on-premises email system and communication and collaboration tools couldn’t keep pace for example limited storage capacity of individual email inboxes meant that people couldn’t keep many messages before they exceeded capacity. Consequently Salesforce migrated some users to Google Docs for its real-time document collaboration. Widespread acceptance of Docs led the company to adopt Gmail and Google Calendarfollowed by the full G Suite. 

Outcome and Implications

Today, Salesforce’s more than 30,000 employees use G Suite apps for email, video and team chat, documents, presentations, spreadsheets, and more. The ease of real-time collaboration enables Salesforce teams to work faster and more effectively. Widespread acceptance of Docs led the company to adopt Gmail and Google Calendar followed by the full G Suite. Using G Suite, compared to what they used the infrastructure capacity of G Suite alone is far superior. Instead people spent time in their inboxes they have time to create value for their customers.

Quotes

“The integration between Gmail, Docs, Calendar, Google Drive, and other G Suite apps was another big selling point. As a total, real-time collaboration platform, G Suite is impressive.” - said Andy White, Senior Director, Infrastructure Engineering at Salesforce.

“Compared to what we were using, the infrastructure capacity of G Suite alone is far superior. People’s email storage capacity used to max out at 250MB, for example. With G Suite, it’s unlimited. That’s huge,” ...And Gmail has built-in intelligence features like Smart Reply, so people spend less time in their inboxes and more time creating value for our customers.” - said Tetsu Suzuki, Senior Director of Program Management at Salesforce.


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IT Decision Makers and Key Stakeholders at Salesforce


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