The Dreamforce To You keynote “Success Together”, in true Dreamforce style, was packed with announcements across the Salesforce Customer 360.
Even before Dreamforce was confirmed for 2020, we all wondered how a virtual keynote could take shape. We’re happy to say that Marc Benioff, Salesforce Chair & CEO, plus special guests from major brands, brought their energy to make this first virtual keynote a success.
Get the jump on the announcements – from Hyperforce, Einstein Automate, Service Cloud Workforce Engagement, and huge acquisitions – here’s a summary of what happened:
Hyperforce is a reimagination of the company’s platform architecture built to securely and reliably deliver Salesforce Customer 360 on major public clouds, including AWS, Google Cloud & Azure.
A completely re-architecture of Salesforce, Hyperforce is designed to deliver an even more powerful and scalable platform to power business applications built on public clouds, taking advantage of the scale, and agility they offer.
See our Hyperforce overview here.
Einstein Automate is a new solution from Salesforce, combining artificial intelligence, data integration, and industry-specific workflows in a single platform, so businesses can go digital faster, automating complex processes.
Einstein Automate will bring together:
- Flow Orchestrator
- MuleSoft Composer
- Einstein Automate Solutions on the AppExchange
- Salesforce Industries
See our Einstein Automate overview here.
Service Cloud Workforce Engagement
A new product that helps service leaders predict customer demand in the contact center and organize their workforce to staff the right agents with the right skills at the right time – from anywhere.
Agents will have a single workspace that integrates all of the data, systems, and coaching they need to deliver personalized service and resolve issues quickly.
There are three new features to dive into:
- Service Forecast for Customer 360
- Omnichannel Capacity Planning (plus the OmniSupervisor view)
- Personalized Agent Engagement
See our Service Cloud Workforce Engagement overview here<.
Salesforce has announced that they will acquire Slack, the highly popular business communication platform that revolutionized virtual workspaces. The purchase price sits at a whopping $27.7B, making it the largest Salesforce acquisition to date!
This is a great move for Salesforce, in terms of delivering on Benioff’s social enterprise vision, meeting new virtual sales demands in the work-from-anywhere era, plus signaling a smart competitive play.
What could a possible Salesforce + Slack future look like?
See our Slack acquisition announcement here.
Flagship Customer Story: Bentley Motors
Bentley Motors is reimagining the future of luxury mobility experiences with Salesforce to help build direct customer relationships by connecting their sales, service, and marketing organizations to deliver highly-tailored customer experiences.
As the pandemic hit in March 2020, Bentley Motors’ sales were severely hit. In fact, they were pretty much out of business for 7 weeks. They realized they had to rapidly evolve their way of selling: finding the right skills, the right people, a team as diverse as possible, and the technology to match.
Bentley Motors wanted to get to know their customers better, embarking on a digital evolution of the customer journey, in the most authentic and credible way possible.
A key pillar of Bentley Motors’ ethos is sustainability, and an incredible 80% of Bentley vehicles ever sold are still on the road. Bentley Motors have pledged to sell 100% electric cars by 2030, and this opens up a new customer base that is passionate about becoming climate positive.
To achieve this they needed a single source of truth and have partnered with Salesforce, using Customer 360 Privacy Centre, Customer 360 Audiences, Salesforce Order Management, Hyperforce and Tableau with Einstein Discovery (GA 2021).
This combination of Salesforce products allows Bentley Motors to segment its customer data, target customers with relevant adverts, and create a highly personalized customer experience. Their digital-first approach is already paying dividends, and as we head into 2021, the order bank for Bentley Motors is greater than at the start of 2020.
The Dreamforce keynote may be over, but we still have DreamTX from the 14-17th December. If you want to learn more about anything mentioned in today’s keynote, check out the Dreamforce to you Trailmix.