Salesforce - Multiple Stories in Trailblazers Guide To Communities

The Trailblazer ’s
Guide to Communities
Discover how companies use Salesforce’s digital experience
platform for their customers, partners, and employees.
From startups to global enterprises, thousands
of companies are transforming the way they do
business with Community Cloud.
22%
increase
24%
faster case
in partner
resolution time
engagement
30%
greater employee 22%
engagement increase in customer
satisfaction
4 The Trailblazer’s Guide to Communities
You hear it all the time — the world is getting smaller. The truth is,
it’s also getting smarter. And there are two good reasons why:
DATA AND ARTIFICIAL INTELLIGENCE

MEET THE TRAILBLAZERS
Today, your customers expect personalized, connected experiences. Partners need access to the who are using Community Cloud to
same information as your internal teams so they can make smart decisions that support your growth. create more engaging experiences for their
customers, partners, and employees.
And employees want to spend more time taking action and less time searching for answers.
At Salesforce, we love to take all kinds of data and transform it into powerful insights. Einstein’s AI WANT TO LEARN MORE?
helps your teams sell smarter, service faster, and market better. Now you can go one step further.
Visit Trailhead. It’s our interactive guide
where anyone can get up to speed on
Community Cloud lets you extend Salesforce apps, data, and AI into customized portals, branded everything Salesforce, including our
sites, and social forums. Engage your customers, partners, and employees with intelligent, platform. It’s fast, it’s fun, and it’s simple to
use. If you’re ready to become a Trailblazer,
personalized experiences. let’s get started.
In this book, you’ll meet the Trailblazers who are creating captivating experiences. They are business
leaders who understand the need to move fast and keep everyone connected to the resources they THIS WAY TO...
need. They’re finding new ways to engage customers, empower partners, and inspire employees.
Find out how Community Cloud lets you transform the way you do business and blaze new trails
to unique user experiences.
WHAT DOES IT TAKE
TO BE A TRAILBLAZER?
As customers, partners, and employees expect more, you need to be able to give them more. With Community Cloud,
now you can. Here are a few stories of Trailblazers who have extended Salesforce into beautiful, AI-powered sites and
portals to grow sales, supercharge customer service, and engage employees.
1 2 3
C USTOME R S ERVICE SA LE S A ND PA RT NE R EM P LOY EE IN T RA N ET,
A N D E NGAGEMENT RE LATI ONSH I P HEL P DE S K, A N D MOR E
M A NAG E M E NT
B Lab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Asahi Mutual . . . . . . . . . . . . . . . . . . . . . . 41 JDA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Canlan Ice Sports . . . . . . . . . . . . . . . . . . 11 Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 National Instruments . . . . . . . . . . . . . . 67
Clinical Continuum . . . . . . . . . . . . . . . . 15 CyberPower . . . . . . . . . . . . . . . . . . . . . . . 49 Nutricia . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Jason’s Deli . . . . . . . . . . . . . . . . . . . . . . . 19 The Warranty Group . . . . . . . . . . . . . . . 53
Labor First . . . . . . . . . . . . . . . . . . . . . . . . 23 Wärtsilä . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Plus Relocation . . . . . . . . . . . . . . . . . . . . 27
Prem Group . . . . . . . . . . . . . . . . . . . . . . . 31
Zayo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
1
CUSTOMER SERVICE
AND ENGAGEMENT
BUILD INTELLIGENT
CUSTOMER EXPERIENCES
The customer is always right. We couldn’t agree more. And as every VP of service knows, it’s important
to keep your customers happy.
Customer Community empowers companies of all sizes to easily create beautifully branded communities
and portals. But that’s just the start. Customer Community also makes it possible for you to keep customers
happy by delivering stellar service.
Customer questions can be one of the biggest drains on your service desk. Not anymore. With Community
Cloud, common customer questions can be addressed in the community. You can even recommend
knowledge articles to empower customers to resolve issues faster. And if customers still need service help,
they can submit and track a case right in the community.
But customer engagement extends across the entire customer journey. With Community Cloud, companies
can build a secure account portal where customers log in to get updates, take action, or make a purchase.
It’s never been easier to deliver personalized, targeted

content, or drive engagement between customers,
their peers, and experts in a social forum.
Built on the world’s #1 CRM platform, Community Cloud seamlessly integrates business data and process.
It lets you personalize each customer experience, and uses Einstein’s AI to offer suggestions on content — all
based on your customer’s needs or interests. Customer Community is much more than service with a smile.
It’s service with a brain.
“At B Lab, we are supporting a fast-growing, global
movement to redefine success in business. Solutions
like Community Cloud play an important role in
realizing our vision of a shared and durable prosperity.”
Jessica Friesen, Senior Community Development Strategist
B LAB REDEFINES BUSINESS SUCCESS NONPROFIT
WITH COMMUNITY CLOUD Sales Cloud, Community Cloud,

Pardot, Data.com
WHO IS B LAB?
B Lab was born out of the idea that business can and should be a force for good. Over 1,500 Certified B
Founded in 2006, B Lab is a nonprofit
Corps, including recognizable brands like Ben & Jerry’s, Warby Parker, and Patagonia, have joined the rapidly organization that serves a global
growing global movement to redefine success in business so that one day, all companies measure social and movement of people using business as
a force for good. Its community of more
environmental impact with as much rigor as profit. “Community Cloud gives B Corps a platform to connect and than 1,500 companies from over 40
inspire one another, so they can make an even greater impact,” said Sarah Haggarty, B Hive Community Manager. countries and 130 industries, known as
Certified B Corporations, has met the
highest standards of verified, overall social
Every year, hundreds of B Corp leaders come together for an annual Champion Retreat to connect with and environmental performance, public
like-minded peers, share their successes, and solidify their commitment to each other and the movement. transparency, and legal accountability.
“During the conference, the question everyone kept asking was ‘How do we keep the conversation going?’”
said Haggarty. After exploring various social platforms that could help B Corps connect easier and faster than
the listservs they were relying on, Community Cloud was the clear choice for the organization, which runs
entirely on Salesforce. “Our developers were already comfortable with the platform, and that familiarity allowed
for easy customization — which was very important to us.”

The gated B Hive Community, accessible through single sign-on, provides B “Lots of B Corps will also offer a discount to their peers, so they can do
Corps a consolidated place to share best practices, market their products and business with one another and improve their bottom line at the same time.”
services, and seek opportunities to do business with others who share their
Not long after its launch, the community racked up its first success story —
values. Whether they’re looking for advice on family leave policies, swapping
one of Haggarty’s favorites. One B Corp, which was launching a new product
vendor recommendations, or collaborating over social media campaigns,
line, was in urgent need of a PR firm. After posting the opportunity in the
B Hive underpins one of B Lab’s core objectives: to learn from one another
community’s Marketplace Group, the company was inundated with responses
and create a community of practice.
from qualified agencies and selected a candidate in record time. “She actually
In the community’s Best Practices group, B Corps ask and answer a variety wrote to me and said, ‘One million thanks for sharing the opportunity with
of questions on topics ranging from purchasing policies to employee me. We got the account and start on Monday. I’m so grateful. Thank you!’”
bike policies, supplier questionnaires, and more. This empowers B Corps said Haggarty. “It was an easy fit for the two companies to work together
with examples from trusted, values-aligned peers to then return to their because, as B Corps, they know that their values are aligned and understand
organizations and improve their policies and practices while staying each other’s mission.”
mission-aligned.
Member companies can also tap the community’s B Corps Marketplace group
to actively promote their products and services to fellow B Corps.
“The Marketplace is a dedicated

space for members to share business
opportunities with one another,”
said Haggarty.

On a more personal level, the B Hive Community allows B Corp employees
to find and interact with their peers, one-on-one.
Previously, members had to email B Lab and request an introduction. Now,

users can connect with colleagues at fellow B Corps by searching Chatter
profiles and beginning a private conversation directly through the community. “We’re part of this larger
“We’re part of this larger ecosystem of social impact and social enterprises, ecosystem of social
so we work with other nonprofits who call and say, ‘Hey, you have a great impact and social
community; we need to build one,’” adds Haggarty. “And I certainly
recommend Salesforce Community Cloud to them.”
enterprises, so we work
with other nonprofits
who call and say, ‘Hey,
you have a great
community; we need
to build one.’”
ut proposal
C
Saved over
1.5M 50%
turnaround
time by over
in build-out alone
Sarah Haggarty,
B Hive Community
Manager

SA L E S FORCE CUSTOMER SU CC E S S STORY:
B LAB
CHALLENGE S O LU T IO N R E S U LTS P RO D U CTS
B Corps had no efficient way to contact B Lab’s Services Department used Over 2,500 active B Corp members Sales Cloud
other member companies besides listservs Community Cloud to build the B Hive connecting across 33 countries.
that forwarded messages to several Community — facilitating collaboration, Community Cloud
members at once. cooperation, and commerce between Increased scalability through member
its member companies. communication and collaboration tools. Pardot
B Lab needed a scalable platform for its
large and rapidly growing community, Group discussions provide B Corps Enhanced member interaction and Data.com
with over 60,000 employees from 1,500 employees a forum to get advice from cooperation, leading to a greater overall
certified companies. their peers, share best practices, and social and economic impact.
find potential partners.
The only way B Corp employees could connect
one-on-one with a peer was to Searchable Chatter profiles enable
email a member of the B Lab services members to find and communicate
team and request an introduction. with each other on a one-on-one basis.
B Lab wanted a venue for members to

continue discussions and collaboration
outside of annual Champion Retreats.

“We’re seeing some really good numbers.
Members are constantly logging in and
spending a lot of time on the platform.”
Hailey Clark, National Brand Director
COMMUNITY CLOUD PUTS RECREATIONAL SPORTS
CANLAN IN A LEAGUE OF ITS OWN Community Cloud,

Force.com
WHO IS CANLAN ICE SPORTS?

Though the Adult Safe Hockey League (ASHL) is the largest recreational league in the world, it faces heavy
The largest private sector developer, owner,
competition from local leagues and other facilities. With over one-third of Canlan’s revenue coming from the and operator of multiuse recreation and
ASHL, keeping players engaged is critical. Community Cloud helps the company drive retention, attract new entertainment facilities in North America,
Canlan focuses on indoor court, turf, and
business, and deliver a unique league experience unlike any other on the market today. ice sports. At 18 facilities in the U.S. and
Canada, Canlan offers organized sports
programs for adults and youth, with adult
“One of the biggest problems when you get into recreational hockey is that everybody has a life outside of recreational hockey being the company’s
their evening game,” said Hailey Clark, Canlan’s National Brand Director, “so managing payments and keeping largest single source of revenue.
track of everyone is really challenging unless you have an easy, clear way of communicating.” Previously,
Canlan used an online portal to facilitate communications between league members, but its limited
toolset was inconvenient to use and put a significant burden on team reps, who were tasked with collecting
outstanding fees. “We were at risk of losing business because the job of team rep was just too arduous.”

Once Canlan decided to build a more powerful online community, Player’s Bench simplified the burdensome task of collecting league fees from
the company brought in Traction on Demand to make its vision a reality. players. A seamless PayPal integration allows team members to pay their
“Traction was the logical choice,” said Clark, on working with Canada’s dues through an easy-to-use and secure payment management system.
top Salesforce consultants. Through payment summary reports, team reps can verify which teammates’
accounts are current and use the community’s built-in messaging tools to
“They really understood our business send reminders to players with outstanding balances. “Sixty-five percent of our
members said they are using our online payment system,” said Clark. “That
— they actually played hockey at one takes a load off of our frontline staff, and team reps are really thankful because
of our facilities and they produced it makes their lives way easier.”
great work.” To support its sales and marketing efforts, Canlan launched a joint loyalty
program with Hockey Canada that helps players pay down their league fees
The completely custom Player’s Bench League Community allows players to while boosting revenue at Canlan’s on-premises
communicate with their teammates, set attendance, build game lineups, and
see which individual players and teams are on top of their game and who is
lagging behind. The community pulls real-time performance stats, division
standings, and schedules from an integrated LeagueStat database and
displays them in an easily digestible format.
Creating an engaging user experience was high on Canlan’s priority list.

Using Visualforce, Traction developed a sleek, interactive UI stripped of
unnecessary functionality to support a fast, agile platform that’s responsive
and accessible on any device — particularly important for a user base that’s
over 50% mobile.

Thirst Penguin restaurants. When league members spend money on food and Currently, with over 232,000 monthly page views, Player’s Bench is an
drinks, the restaurant’s POS system sends that transactional data to Salesforce, attractive draw for advertisers, who can benefit from major exposure in the
and members are awarded Puck Bucks that can be used to cover annual league community. “Right now, we’re building out a proposal for one of our major
registration fees. Since members’ restaurant purchase data is tied to their partners to showcase their brand,” Clark said. “It’s really appealing to them
account in Player’s Bench, Canlan now has a better understanding of customer because, well, I think the analytics speak for themselves.”
preferences and can deliver targeted promotions to score greater sales totals.
“We doubled our sales for a promotion that we ran in the fall,” said Clark.
The community’s impressive adoption numbers have also opened the

doors to new sources of revenue. In less than a year, Player’s Bench already
attracts an average of 48,000 visitors monthly who spend approximately
three minutes each time they log on — well above the industry average. Those
numbers should only increase as Canlan adds new functionality. In the future,
the company plans on integrating a Hockey Finder tool that will allow teams
to find players and players to find teams.
“We doubled
our sales for
a promotion
that we ran
Increased
Increased in the fall.”
administrative opportunities Hailey Clark,
overhead for advertising
revenue
National Brand Director

CA N L A N I C E S PO RTS
With over one-third of Canlan’s revenue Using Community Cloud, Canlan built Stronger communication between league Community Cloud
coming from the ASHL, and other leagues a completely custom, interactive, and members and officials.
vying for players’ attention, the company responsive online community that allows Force.com
needed a better way to attract players members to communicate with teammates, Decreased administrative overhead and
and keep them engaged. set attendance, build game lineups, and faster collection of league fees.
view real-time performance stats.
Canlan’s previous online platform was 100% adoption — up from 26% in
limited in functionality and challenging The end-to-end team management platform previous platform.
to use; as a result, adoption was low. integrates with PayPal to simplify payment
collection and processing.
48,000 visitors monthly and over 232,000
Administrative costs were high, and Canlan monthly page views
was losing business because it lacked an Launched the Puck Bucks loyalty program,
easy way for team reps to communicate which rewards members for every dollar
Three-minute average visit length, over three
with players and collect league fees. spent at Canlan’s on-premises restaurants.
times the industry average.
New opportunities for advertising revenue.
Increased restaurant sales through targeted

loyalty program promotions.

“We had only a couple of months to be in market and
wanted something that was configurable right out of the box.
The community was sparked from an idea during a client
meeting, and we had it up within six weeks.”
Sean Reed, Head of Product Management
CONTINUUM CLINICAL BOOSTS HEALTHCARE RESEARCH

AND COMMUNICTIONS
CLINICAL TRIAL ENGAGEMENT Community Cloud
WITH COMMUNITY CLOUD WHO IS CONTINUUM

CLINICAL?
Continuum Clinical is a healthcare
Clinical trials are essential to bringing new drugs to market, but finding willing and eligible participants is research and communications company
that is a leading provider of services
highly difficult. “Pharmaceutical companies hire us to really accelerate enrollment, since we are experts in
engaging patients at all phases of clinical
launching wide-scale recruitment campaigns in multiple niches to find appropriate patients,” said Sean Reed, research. Through patient recruitment,
Head of Product Management at Continuum Clinical. When tasked with building trial awareness for a Sage health economics, patient registries,
and observational research, Continuum
Therapeutics drug trial involving SRSE, a rare seizure condition, Continuum decided to take a different, more uniquely balances science and
proactive approach by encouraging study coordinators working on the trial to engage in an online community. strategy, accelerating both clinical and
commercial development of pioneering
pharmaceutical, biotech, and medical
From the time a site is opened for participation in a clinical trial, and study coordinators and investigators are device companies worldwide.
trained on the protocol, “it may be months until they come across an eligible patient,” said Reed. “We wanted
to build a destination that they could come back to and have valuable information at their fingertips, so they
can be more effective when that qualifying patient finally appears.”

With just weeks to launch, Continuum Clinical needed a solution that was Even greater efficiencies were gained by community managers for physicians
configurable and ready out of the box. “Community Cloud was who were inquiring about the study. Using Community Cloud’s Web-to-
a no-brainer,” said Reed. The Status Trial Community gives coordinators Case feature, Continuum routes inquiries coming in through the trial’s
from hospitals and research facilities a one-stop hub to collaborate in healthcare professional landing page, right into the community. “We elevated
targeted group discussions, get support from community managers at Sage the standard community by allowing community managers to respond to
and Continuum, and gain quick access to hundreds of documents they physician inquiries, track status of these inquiries, and show a clear way of
need throughout the trial, including trial marketing materials, protocol understanding who they are currently working with — and also hospitals they
amendments, and source worksheets related to the drug. “Now, coordinators could be working with in the future,” Reed adds.
can easily connect to the tools they need without having to rely on email.”
The community not only helps study coordinators perform their jobs better,
it also gives Continuum Clinical a big edge over the competition.
“It really sets us apart in an industry

that at times can seem superarchaic
because everything is just so paper-
driven,” said Reed. “We came out with
a tool that may seem simple but can
really change the life of a busy study
coordinator in such a high-demand,
high-stress environment.”

In the future, Reed and his team plan on leveraging the Force.com platform
to collect and centralize analytic data from all of the campaigns Continuum
runs, so clients can see how many referrals they’ve got, what the conversion
of those referrals is, and how all of their clinical sites are performing — directly
through the community.
“No one else in the industry is doing this,” said Reed. “The community has
“The community has
become a product that we include in a lot of our new business pitches become a product
and one that I don’t foresee going away any time soon. We’re just going to that we include in
continue to get better and better as we progress.”
a lot of our new
business pitches
and one that I don’t
foresee going away
Big More
engaged
anytime soon.”
competitve
advantage for scalability through
Continuum Clinical peer-to-peer
collaboration
Sean Reed
Head of Product
Management

CO N T I N UUM C LI N ICAL
When tasked with recruiting Phase 3 Taking an off-the-beaten-path approach, Big competitive advantage for Continuum Community Cloud
clinical trial participants with a rare Continuum’s Head of Product Clinical: No one else in the industry
condition, Continuum Clinical knew it Management launched an online has taken this approach to clinical site
needed to take a different approach community where clinical trial study engagement.
to building trial awareness. coordinators and investigators can
ask questions, participate in group More engaged study coordinators, which
Based on feedback from previous trials, conversations, and access all of the may result in more successful identification
it was clear that study coordinators wanted resources they need throughout the trial. of potential patients.
easier access to the documents they need
throughout the trial. Using Community Cloud’s Web-to-Case Easier, more efficient way for
feature, routed web inquiries to the pharmaceutical companies and research
Adding to the inefficiency, study inquiries were community’s case management organizations to manage leads and
handled through email. workflow, so community managers can communicate with physicians and nurses
manage all leads in a single location. from clinical sites throughout the country.
Reduced burden on study coordinators:

one stop for knowledge, support, and
engagement with community managers
and peers.

“With Community Cloud, we have a better understanding
of how our products are resonating with specific types of
customers, whereas before, we really didn’t get that data.”
Lee Greer, Director of Customer Insight and Analytics
JASON’S DELI EXCHANGES FOOD FOR FOOD AND BEVERAGE
THOUGHT WITH COMMUNITY CLOUD Sales Cloud,

Community Cloud
WHO IS JASON’S DELI?

Customer surveys and taste tests are well-worn tools in the restaurant industry. No national brand wants to
Serving up healthy deli fare with a unique
slip behind the ever-changing tides of public tastes. Yet, as familiar as these tools are, Jason’s Deli needed a flair, Jason’s Deli has been obsessively
more comprehensive way to inject customers’ voices into its R&D processes. “We wanted to go a little deeper dedicated to satisfying customers for
its entire 40-year history. In recent years,
in terms of who we surveyed and get broader feedback from customers,” said Lee Greer, Director of Customer the chain has grown to more than 260+
Insight and Analytics. The company already had extensive experience with Salesforce in tracking sales data, locations in 29 states and received
numerous awards from trade
and it found the perfect solution in Community Cloud. publications, including QSR magazine
and Nation’s Restaurant News.
The deli chain’s existing customer testing processes were constraining for a company that prides itself
on being innovative. New menu items were tested at 15 test deli locations, but data collection was a
continuous challenge. “It was up to the managers to solicit feedback through paper surveys in the store — a
very time-consuming manual process,” said Greer. More importantly, the types of information that could be
collected from test customers were limited, making it impossible to correlate customer preferences with key
demographic details. “We didn’t know a lot about the customers taking those surveys outside
of some very general, basic information like gender.”

Working with Waylon Kelley, Salesforce consulting partner at Stony Point, On the back end, integration with a powerful cloud-based survey tool pulls
Jason’s Deli completely rethought the entire recruiting and information- response data into Salesforce and eliminates countless hours of processing
gathering approach and developed Jason’s Deli Nation as the center of an paper forms. But the inclusion of customer psychographic information from
ongoing relationship with test customers. This engaging platform was quick a proprietary consumer data provider has added an entirely new dimension
to draw followers — reaching 1,500 members within three months. to a previously flat set of survey responses. By tapping a wealth of data tied
to customers’ credit cards, Jason’s Deli can gain remarkable insights into how
Instead of dull paper feedback forms, its products resonate with specific demographic segments. “We break those
down into primary, secondary, and tertiary customers, and these test delis
test customers are presented with a are representative of opportunities that we see for acquisition, retention, and
fun and fully gamified experience in a growth within the segments,” said Greer.
responsive format equally optimized

for desktops and mobile devices.
“The entire community is built on a travel theme, and members earn stamps
in their ‘passport’ for each survey they complete,” said Greer.
Once members accrue 20 stamps, $10 in Jason’s Deli food credit is applied
automatically to the member’s rewards card. “Keeping them active and
engaged has always been a challenge in the past, but with the community,
I think it’s going pretty well,” said Greer. To further aid in that goal, the
community awards members tier badges ranging from “Taste Tourist”
to “Culinary Pioneer” based on the total number of activities they have
completed, and a leaderboard keeps tabs of which users have earned the
most awards. In addition to surveys, Jason’s Deli Nation uses Ideas, one of
our community features, to get a quick guage on customer reactions to items
ranging from the importance of stocking paper menus in stores to a possible
new take on the company’s tagline.
In an increasingly connected and social-media-centric world, Jason’s
Deli has also integrated specialized tools to assess the connectedness of
community members. “We’ve partnered with a professor at Ball State who
has an instrument that predicts social media engagement,” said Greer. “We’re
interested to understand how we might look at specific segments and how
likely they are to be engaged in social media.”
In the future, the company plans to enhance two-way communications “We’re interested to
to allow more dialogue between community managers and members and
is also considering Community Cloud for other segments of its business.
understand how we
“Having an intimate knowledge of the Salesforce Platform and already might look at specific
having that talent in-house — it just makes a lot of sense for us to continue segments and how
to build on it,” said Greer.
likely they are to be
engaged in social media.”
Increased
data reliability Reduced
resulting in a higher profit manpower required to
potential for new products process survey results Lee Greer,
Director of Customer
Insight and Analytics

JASON’S D ELI
Gathering feedback from customers was a Using Community Cloud, the company’s Built a base of over 1,500 users within three Sales Cloud
time-consuming process, which involved Research and Test Department built an months of launch.
managers distributing and collecting paper engaging, gamified community that serves Community Cloud
surveys and manually keying in data. as the hub for an ongoing relationship Reduced manpower required to process
with members. survey results.
Customer demographic tracking
was restricted to information voluntarily Integration with a cloud-based survey tool Improved quality of results due to enhanced
submitted on survey forms, curtailing the pulls customer response data into Salesforce qualitative customer data.
company’s ability to correlate responses for easy review.
with customer segments.
Higher profit potential for new products
Correlation of survey responses because of increased data reliability.
Retaining test customers was challenging with customer psychographic data from
because of the limited and often temporary a proprietary consumer data provider
relationship the company had with testers. allows the company to segment results
based on consumer type.
Member tier system and leaderboard

encourage member participation and keep
members involved in community activities.

“Salesforce is limitless. It helps us meet any obstacle
or new need that arises in our business.”
John Dulczak, Chairman and CEO
LABOR FIRST RAMPS UP SALES AND INSURANCE
SERVICE WHILE SAVING MILLIONS WITH Sales Cloud,

Community Cloud
SALES CLOUD AND COMMUNITY CLOUD WHO IS LABOR FIRST?

In an era of stagnating union
membership, rising healthcare costs,
Not long after getting off the ground in 2005, Labor First found its niche: delivering customized health benefits and economic uncertainty, Labor First
provides union retirees peace of mind
solutions to the underserved union retiree market. “There was a bursting need for someone to come in to the
through customized health benefit
senior market and not only help structure healthcare solutions for them but also advocate on their behalf plans and advocacy services. Awarded
CRM magazine’s Service Elite award in
for the rest of their lives, so they could really make the most of the retirement experience,” said John Dulczak,
2016, Labor First is proud to maintain
Chairman and CEO. With the help of Sales Cloud, Community Cloud, and AppExchange, the company has unparalleled levels of customer service
achieved 100% customer retention while growing into the largest privately owned healthcare exchange for as its client base expands, and the
company boasts 100% customer
the multiemployer marketplace. retention.
“Everything we do — from prospecting to plan quoting to servicing our clients — is all off the Salesforce
Platform,” said Dulczak. In the field, sales reps use the Salesforce1 Mobile App to manage leads and
log new opportunities. Once an opportunity is won, the team tracks and manages customer onboarding
with native project management app TaskRay.

Through an integration with Conga Composer, quote request forms are As Labor First’s customer base expands, it’s been able to manage heavier call
automatically generated from data in client account records and sent to volumes and increase its customer service efficiency tenfold by integrating its
insurance carriers. And from there, proposals are created with potential plan CRM system with ContactWorld from AppExchange partner NewVoiceMedia.
options for clients. “Since we’ve built the entire process into Sales Cloud, Features like dynamic routing ensure union retirees are always connecting
we’ve dramatically reduced the turnaround time for getting proposals out to with their dedicated advocate when they call. And every call that comes in
clients — from 30 days to about 14 days,” said David Zawrotny, COO. and goes out of the call center is automatically recorded and tagged to the
customer’s profile in Salesforce, enabling smarter interactions and faster
Now that everything is in one place, resolution times.
it’s easy to stay on top of the documents Recently, Labor First upgraded its healthcare exchange from a simple
enrollment tool to Community Cloud, delivering a personalized experience for
and tasks necessary to move the customers that’s secure and mobile-ready out of the box, features that are key
quoting and proposal process when you’re dealing with HIPAA compliance and a demographic that favors
iPads and smartphones over desktop computers. Since their information is
forward — especially important for a preloaded into Sales Cloud, most participants only need to enter their special
code to begin the enrollment process, and Labor First keeps the process
company that’s growing at Labor First’s simple by limiting plan options to a select set. While some offerings are a
accelerated pace. single rate, others require pricing logic, which is built right into Salesforce —
accounting for variables such as age, state, and zip code. Participants can
In just four years, the company grew from 4,000 participants to over 45,000. get instant rate quotes, compare plans side by side, and set up automatic
In the coming years that number is expected to double. Salesforce is growing payments once they’ve confirmed a plan. At any stage in the process, they can
with it. “Not only have we been able to handle the type of growth that puts connect with their dedicated advocate, whose photo and contact details are
a lot of companies out of business, but we’ve been able to do it in such an front and center on the home page.
efficient manner,” said Dulczak. “That’s a testament to what Salesforce allows
you to do.”

“We can also customize the look and feel to meet any client’s needs,” “We’ve shown the solution we’ve built to a number of different carriers,
said Dulczak. In the past, customization would require heavy programming, consultants, actuarial companies, and clients, and they’re all blown away
a big budget, and a lot of time. Now, Labor First can create a branded with it,” said Zawrotny. The company currently has several big opportunities
experience for clients — complete with logos, imagery, and a custom in the pipeline, including a union with over 360,000 members throughout
URL — in a matter of moments. the U.S. “Now that we have many happy clients under our belt, and we’ve
expanded and streamlined our service capabilities, technology,
“We had no idea we could build something like this with Community
and infrastructure, we can go after those larger, more complex clients.”
Cloud,” said Zawrotny, noting that earlier estimates to build a solution from
scratch exceeded a million dollars. With Community Cloud, Labor First got
its exchange up and running in three months, for a fraction of the cost. The
company has also managed to keep licensing costs down by paying per
login. These substantial savings allow the company to invest in bringing in
more clients and insurance carriers instead of investing in infrastructure.
“We’ve shown the solution we’ve built to a
number of different carriers, consultants,
actuarial companies, and clients, and
they’re all blown away with it.”
ut proposal
C
Saved over
1.5M 50%
turnaround
time by over
David Zawrotny,
in build-out alone COO

L AB O R FI RST
Facing rapid growth, Labor First sought a Labor First runs its entire business using Saved over $1.5 million in implementation Sales Cloud
holistic, cloud-based solution to automate Salesforce and AppExchange apps — from and customization costs.
sales processes and manage its expanding prospecting to quoting to service. Community Cloud
client base while delivering the high level Achieved 100% customer retention while
of service that’s at the heart of its business Upgraded its healthcare exchange from a growing 1,025% in just four years.
model. web-based enrollment tool to Community
Cloud — enabling a personalized Reduced the proposal phase by more than
The company also wanted a more flexible, experience for customers. 50% (30 to 14 days).
customizable solution for providing online
insurance quotes. Automated the quoting and proposals Increased customer service efficiency
process in Sales Cloud. tenfold.
Integrated its CRM system with a powerful

CTI app from NewVoiceMedia.

“With Community Cloud, we have found a balanced
approach to offer high-tech when high-tech is needed
and high-touch when a personal connection is desired,
and that’s what makes me most excited. We’re making
a difference, and I’m proud to be part of that.”
Susan Schneider, CEO
PLUS RELOCATION MAKES MOVING RELOCATION MANAGEMENT
EASIER WITH COMMUNITY CLOUD Community Cloud, Pardot,

Chatter, Data.com,
Salesforce Platform
“Relocation is the third most stressful event in a person’s life, next to death and divorce,” said Susan Schneider, WHO IS PLUS RELOCATION?
CEO of Plus Relocation. The international relocation services provider set out to ease some of the burden for Plus Relocation helps Fortune 500 companies
the thousands of Fortune 500 employees and families it moves each year. And in the process, the company is — including Tesla, Yelp, Kohl’s, and Deckers
Brands — design and implement completely
transforming the entire industry. customized mobility solutions. By offering
the perfect balance of personal service with
Inspiration struck at 35,000 feet in the air. “I was sitting on a plane reading the Salesforce Chatter feed innovative technology, Plus has achieved a
near-perfect customer satisfaction and client
from our business development group, and I thought, ‘Why can’t we use the Salesforce Platform to build a retention rate. With its newly launched,
community that puts the transferee in the center of the relocation process?’” Schneider said. game-changing client community, the
49-year-old company is changing the way
the relocation industry interacts with clients,
“Instead of transferees feeling like they need to reach out to 20 different people,
partners, and employees.
why don’t we surround them?”

When the company pitched the idea to Fortune 50 tech clients and built-in Files feature, they can sign, send, and store important documents,
prospects, the feedback was overwhelmingly positive. “The word we kept such as their policy, payback agreement, and letter of understanding — all
hearing was game-changer,” Schneider said. within the Elo community.
Working with Salesforce partner 7Summits, Plus Relocation turned its vision Another big need that Elo technology fulfills is the ability to connect with
into a reality with Community Cloud. In less than nine months, the company others going through the same experience. Transferees can join company-,
designed and launched Elo technology, a comprehensive community that interest-, or location-specific groups to get insight and tips on neighborhoods,
brings the entire relocation team together in one place to collectively make schools, doctors, and the best restaurants in their new city.
the move a seamless experience.
The community keeps members engaged by providing content relevant to
Rather than struggling to keep up with emails, calls, and texts, transferees every phase of their move, such as “Selling Your Home FAQs,” “Moving with
have their own private group page where they can one-click connect to all Teenagers,” and “Licensing Your Vehicle in Your New State.”
of the key players involved in their move, including their Plus Relocation
counselor, real estate agent, moving company, HR, and significant other.
Throughout the move, transferees can keep track of to-do lists and
appointments from any device. They can submit expenses and see what’s
been paid and what’s still pending. Using DocuSign and Community Cloud’s

“People are excited,” said Schneider. “Since launching the community, Plus
Relocation has experienced a significant increase in business development
opportunities.”
“Community Cloud took a company of 150 people and suddenly gave us

more credibility in the marketplace, and it helped us address a very real
challenge for our clients and their employees. Our priority is delivering the
best-possible experience, and Elo technology has enabled us to greatly
simplify and enhance both the client and the transferee experience to a level
that’s unmatched in our industry.”
“People are excited,” said Schneider.

“Since launching the community,
Plus Relocation has experienced
a significant increase in business
development opportunities.”

P LUS R E LO CATI O N
Transferees are overwhelmed with the Out-of-the-box features, such as Groups, The comprehensive, mobile-enabled Sales Cloud
logistical complexity of the relocation allow transferees to quickly connect with community allows relocating
experience. other community members to share tips employees to tap into their entire Community Cloud
and content and discuss their moves. relocation ecosystem in real time,
Lacking a centralized way to communicate, managing their tasks and events,
Pardot
Plus Relocation clients and their relocating Integrations with Concur and DocuSign connecting with suppliers and their
employees were inundated with back-and- mean employees can easily view, sign, Relocation counselor, submitting and
Data.com
forth emails and calls, making it difficult and store their documents within the tracking expenses, and managing all
to keep track of important information community. of their information in a single location.
and events.

“Using Salesforce and having all of our information — and all of
our communication — in one place has enabled us to focus
more on the people and the experience in the building.”
Jacob Johnson, President and CEO
PREM GROUP TAMES EMAIL OVERLOAD AND PROPERTY MANAGEMENT
BOOSTS MAINTENANCE PROFITABILITY Community Cloud, Service Cloud,

Einstein Analytics, Force.com
WITH LIGHTNING CUSTOMER COMMUNITY WHO IS PREM GROUP?

Starting with the successful development
of Portland’s Pearl District Brewery Blocks
“As a management company, we’re responsible for the well-being, comfort, and enjoyment of our tenants and in 2001, PREM Group has built a track
record of managing sustainable mixed-
owners,” said Jacob Johnson, President and CEO of PREM Group. “So we have to be on call for heat and cold,
use development properties in the Pacific
trip and fall, anything they might need in a building.” With a portfolio that includes close to 50 of the Pacific Northwest. The company’s properties in
the Portland and Seattle areas are home
Northwest’s most prestigious properties, the management firm combines cutting-edge technology
to over 3,000 residents and house nearly
with customer-driven service to stay on top in the competitive Portland and Seattle real estate markets. 4 million square feet of commercial space.
PREM Group’s Salesforce journey began with a need for better data visibility and a better way to connect with
customers and understand their needs. Between Outlook, Excel, Word, Access, and Act, “we had a whole
bunch of disparate systems we were having to access and try to share data between,” said Johnson.
The management group uses Lightning Customer Community and Field Service Lightning to streamline
everything from communicating with customers to managing and reporting on maintenance work orders.

With profile-based access control in Lightning Customer Community, And should they ever encounter a leaky pipe or a burned-out bulb, residents
PREM can deliver uniquely tailored experiences to residents across all of its also benefit from a quicker and more direct route to making service requests.
properties while administering and managing from a single place. “Using They also get greater visibility into status updates, both on their own requests
Salesforce and having all of our information — and all of our communication — and common area maintenance issues that have already been reported by
in one place has enabled us to focus more on the people and the experience other residents. “Let’s say there’s a light out on the fourth floor,” Johnson said.
in the building,” said Johnson. “They can see that a ticket was already entered and don’t have to submit it again.”
The most immediate benefit was a 50% reduction in email. Now, instead of Now, with Field Service Lightning, when a resident logs a case, it’s
sending out mass emails, management uses community Chatter groups to automatically routed to the appropriate department and assigned to a
notify residents on everything from social events to upcoming maintenance technician. Hours, billing, and service-part information is updated and tracked
projects to mail awaiting pickup. Community Cloud has also simplified rent directly through Salesforce, eliminating countless hours of filling out forms
payments — as well as the company’s infrastructure to accept and document in triplicate and providing a detailed picture of exactly where maintenance
them. Owners and tenants can pay rent or dues through a payment gateway dollars are being spent. This level of coordination has allowed PREM Group
that integrates directly with FinancialForce, providing instant status updates to realign service tech schedules, adjust appointment times, and realize
to customer accounts. Residents can also count on fast notifications when remarkable savings. “On our maintenance operations, we went from about
they’re waiting on special deliveries. 7% profitability up to almost 20% — right around where it should be,”
said Johnson.
“When mail gets delivered, we log it

into their Salesforce account, so they
can see which packages are here and
have a complete history of who picked
them up and when,” said Johnson.

Beyond being a way for residents to request service and make payments,
the community is also playing a transformative role in connecting residents
to each other as well as to PREM Group. “It started out as really practical
and it’s evolving into keeping them engaged,” Johnson said. Within Chatter
groups, residents help with each other’s questions and participate in a host
of committees with their neighbors, but PREM Group is always ready to jump
in and provide definitive answers or moderate if needed. Any unanswered
questions in the community are automatically escalated to the Lightning
“If you have a more
Service Console for fast response. engaged community,
For Johnson, this type of community engagement is part of a greater
you’re going to have
long-term strategy to build customer satisfaction and reduce costs, and more self-governance
the community’s next evolutions will be even more focused on customer and better resident
engagement. “If you have a more engaged community, you’re going to have
more self-governance and better resident retention,” Johnson said. “That in
retention.”
turn makes us more efficient and allows us to anticipate the things customers
want — rather than just reacting to questions and concerns.”
Jacob Johnson,
President and CEO,
PREM Group

P R E M G R O UP
Customer and property data was spread PREM Group’s CEO used Lightning Reduced incoming email by 50%. Community Cloud
across spreadsheets and disparate database Customer Community and Field Service
systems, making it difficult to manage and Lightning to transform service operations by Increased maintenance operation Service Cloud
track customer relationships and service creating customizable online communities profitability by 13%.
records. for each property it manages.
Einstein Analytics
Enabled real-time updates on maintenance
Mass email was the primary mode of Swapped mass email for Chatter, projects. Force.com
customer communication, resulting in enabling two-way communication and
major inefficiencies. providing a one-stop hub for payments,
Cut operational costs and increased
building alerts, FAQs, case management,
operational efficiencies, which translates
Relying on paper-based work orders, service and event notices.
into more growth opportunities.
techs had no way to accurately report on
expenses related to maintenance requests. Eliminated paper work orders and
optimized field service management by
Residents couldn’t see the status of their streamlining all maintenance operations
service requests. with Field Service Lightning.
Maintenance hours, billing, and

service part information is updated and
tracked directly through Salesforce,
providing inventory visibility and a detailed
picture of how and where maintenance
dollars are being utilized.

“Anyone can build a tool like this, but it’s not going
to run if you don’t have the underlying data. The
beauty of building the community on Salesforce is
we have really good data in one source.”
Sandi Mays, EVP of IT, Tranzact, Big Data, Client Services & Billing
BANDWIDTH INFRASTRUCTURE
ZAYO USES SERVICE

Sales Cloud, Service Cloud, Salesforce Platform,
SALESFORCE Salesforce1 Mobile App, Chatter, Data.com,

Community Cloud
With the demand for bandwidth increasing, the telecommunications landscape has been transformed WHO IS ZAYO?
dramatically in the past decade. One challenge has remained constant: Quoting and ordering service has
Having rapidly grown through the acquisition of
been a very slow process. “It’s traditionally been one of the most painful processes in our industry,” said more than 30 companies in less than a decade, Zayo
Group is now one of the world’s leading providers of
Sandi Mays EVP of IT, Tranzact, Big Data, Client Services & Billing at Zayo Group. Taking a page from online
fiber-based bandwidth infrastructure services. The
retailers — where the transactional process is fast, intuitive, and even fun — the company embarked on a company’s 110,000-mile network in the U.S., Europe,
program to transform its ordering process, and as an end-to-end Salesforce shop, Community Cloud was and Canada includes extensive metro connectivity to
thousands of buildings and data centers — powering
the natural solution. reliable high-performance connectivity, secure
colocation, and flexible cloud services for ISPs, wireless
Previously, the quoting process involved a lot of shuttling of spreadsheets back and forth between carriers, enterprises, and governments worldwide.
departments. “When a salesperson needed a quote, he or she would fill out an Excel spreadsheet and send
it to the product group. The product group would then manually verify and approve the quote and rekey the
opportunity into Salesforce,” said Mays. Beyond being inconvenient, the process was very time-consuming:
“It could take anywhere from two to 10 days to get a quote approved, which made no sense at all.”

After launching an ecommerce community featuring Tranzact, Zayo’s custom
sales app built using Salesforce Platform tools, quoting speeds accelerated.
Currently, about 65% of the company’s
Instead of days, “it generally takes less than two minutes to get a quote and sales volume originates through a
less than 20 seconds if you know what you’re looking for,” Mays said. Because
of Tranzact’s tight integration with the company’s wealth of data in Salesforce, Tranzact quote, representing about
customer and product information is pulled automatically when needed, and
33% of its total new sales dollars.
transactions are processed in a fraction of the time through the community.
“We’ve done hundreds of thousands of quotes; I don’t even think it would’ve Support after the sale is a major element of Zayo’s success with clients.
been possible without Tranzact.” The ability to submit cases through the community via live chat, email,
or phone helps Zayo’s Tranzact experts tackle cases more quickly thanks
Zayo further integrated a custom mapping tool right into the community
to Community Cloud’s tight integration with Service Cloud.
that gives customers geographic bearings on new services they’re considering.
Now, customers and sales have a real-time comparison of customer locations “Now that cases are all coming in to one place, we are able to respond quickly
and prices. “Tranzact provides network visualization and KMZs for customers and resolve customer concerns, resulting in a better customer experience,”
so that they can choose the route that they need,” said Hannah Wanderer, said Wanderer. Zayo ensures an effortless customer experience by following
VP of Tranzact and Service Experts. “For many companies, choosing custom up every case with a five-star survey sent through the community.
routes is a requirement, and the connection to GIS data is critical. To put that
power in our customers’ and sales teams’ hands is unique in our industry.”
In a fairly short time, the community has demonstrated a significant

impact on Zayo’s sales.

The community has empowered Zayo to increase customers’ satisfaction.
Customers now include more than 1,400 active B2B customers and more than
3,800 external users.
“We’ve shown it to CEOs at other companies and their first question is, ‘How did
you build this?’” Mays said. “But really, the community is just the wrapper on top
of what really matters, which is all of the data, all of our processes, and all of our
systems — in one source. That’s the beauty of building this in Salesforce.”
“... all of the data,

all of our processes,
65%
Zayo’s sales volume Reduced the quoting
and all of our systems
— in one source. That’s
the beauty of building
originates through process from 2–10
a Tranzact quote, days to as little as this in Salesforce.”
representing about
33% 20
seconds
of its total new
sales dollars
Sandi Mays,
EVP of IT, Tranzact,
Big Data, Client Services
& Billing

ZAYO
Quoting services was a time-consuming Launched an ecommerce community Quoting process reduced from 2–10 days Sales Cloud
process that involved sales representatives featuring Tranzact, Zayo’s custom sales app to as little as 20 seconds.
entering customer and order details on built using Salesforce Platform tools. Service Cloud
spreadsheets and sending them between Transactions are processed in a fraction of
departments to be processed. Created a one-stop shop where customers can the time: 65% of the transactional volume Salesforce Platform
generate quick quotes, get support, and 33% of Zayo’s total sales originate
Sales and product groups weren’t adequately order services, and manage existing through Tranzact.
Salesforce1 Mobile App
staffed to process the volume of quote services on their own.
requests they were receiving. A better customer experience for more than
Chatter
Integrated a custom mapping tool and put 1,400 B2B customers and more than 3,800
the customer in charge of the provisioning external users.
Data.com
process, accelerating the time from quote
to contract.
Community Cloud

2
SALE S AND PARTNER
RELATIONSHIP MANAGEMENT
BUILD INTELLIGENT
PARTNER EXPERIENCES
Your partners are known by many different names. They could be suppliers, dealers, distributors, or brokers.
But no matter who they are and what they do, they have the same goals as you — to extend your business’
reach and accelerate your growth.
Community Cloud makes it simple to build a partner portal with the data, processes, and apps that
partners need to work smarter and faster. You can share contacts, leads, and customer insights,
and personalize each partner’s experience to deliver the right information at the right time.
And with new Sales Cloud PRM, an app built for partner relationship management, deploying a
personalized experience is fast and easy. The new interactive wizard helps customize all of the
standard PRM functionality.
What used to take months to set up, like lead distribution

and deal registration, can now be done in hours.
Read on to find out how other Trailblazers use Community Cloud to extend Salesforce into
connected partner communities and portals, empowering partners to work smarter and faster.
“For companies that would like to see fast
development of services, this Community Cloud
from Salesforce.com is extremely attractive.”
Masatake Konno, Assistant Manager, Agency Business Administration Division
ASAHI LIFE AND ITS GROWING FINANCIAL SERVICES
DISTRIBUTION NETWORK FIND MUTUAL Force.com, Sales Cloud,

Community Cloud
SUCCESS WITH COMMUNITY CLOUD WHO IS ASAHI MUTUAL

LIFE INSURANCE?
With roots dating back to 1888, Asahi
Asahi Life has come a long way since its days of selling insurance door to door. One of Japan’s oldest Mutual Life Insurance is one of Japan’s
and most respected insurers, the company added a network of independent agents to complement oldest and largest life insurance firms.
More recently, the Tokyo-headquartered
its internal sales team only six years ago. Since then, its distribution channel has expanded to include company branched out into the
over 8,000 representatives employed by 250 separate entities. Keeping its growing sales force up to health and retirement sectors, offering
specialized policies including cancer
date on agents’ performance using the company’s old manual methods became both an arduous and nursing care insurance.
challenge and a security liability, leading the company to a more modern solution: Community Cloud.
Previously, Asahi circulated paper statements to its sales agents, which meant they had to wait until
the end of the month when statements came in the mail to see their sales totals and commission
amounts. “And at the same time, our internal reps were looking through piles of paper to track the
performance of the agencies,” said Masatake Konno, Assistant Manager of the Agency Business
Administration Division. “It was very inefficient.”

With Community Cloud, Asahi reps are able to find the agency sales and Community Cloud also eliminates another immeasurable expense: the cost
commissions metrics they need instantaneously — in the office or on the go of sending the wrong document to the wrong distributor. “We have different
using the Salesforce1 Mobile App — resulting in a major time savings. types of commission structures for our agents, so if one distributor is exposed
to another’s more attractive commission schedule, it could cause a great deal of
“We calculated how many hours were problems for us,” said Konno. “With Community Cloud, we can control who has
access to information much more effectively while avoiding operational risks.”
spent creating the performance
Since Community Cloud integrates with Asahi’s commission
documents we sent out to distributors, calculation system, agents always have access to the most up-to-date
and the total came out to 960 hours performance metrics. Internally, the company can easily keep track
of its stronger — and weaker — sellers and use Community Cloud to launch
per year,” said Konno. “Now, that waste incentive campaigns. These incentives, plus the ease of interaction
Community Cloud affords, are both compelling reasons for agents to sell
of effort is gone — simply gone.” Asahi products over those offered by competitors within their portfolio.

In the future, Asahi plans to further improve its sales force by offering online
training directly through Community Cloud. “Between 20 internal sales reps,
we have to train over 8,000 independent agents. That’s quite a big number,”
said Konno. Making the move from face-to-face to on-demand training will
not only cut costs for Asahi, it will also give agents the ability to self-train on
their own schedule.
“Community Cloud
has been a great
investment. In terms of
agility and speed and
ease of development,
Increased it’s incomparable to
960
Eliminated
security other solutions.”

hours
and
more
motivated f manual labor
o
workforce annually
Masatake Konno,
Assistant Manager
Agency Business
Administration Division

ASA HI M UTUAL LI F E INSU RANCE
With over 8,000 independent agents Launched a Partner Community in less Now that everything is on a single platform, Force.com
added to its sales force, Asahi Life had than six weeks, giving both agents and Asahi can easily track sales from any device,
difficulty keeping track of up-to-date sales internal reps 24/7 access to updated provide real-time performance reports for Sales Cloud
performance through manual means. performance metrics. independent agencies, and offer incentives
to increase sales.
Community Cloud
Since statements were mailed, agents had After first considering a PaaS solution
no way to track their sales totals and provided by a domestic Japanese vendor, Eliminated 960 hours of manual labor
commissions until the end of the month. Asahi chose Community Cloud for its annually.
out-of-the-box mobility, development
The labor-intensive process of printing capabilities, and ease of integration with Increased security — eliminated the risk
statements and stuffing them into envelopes Sales Cloud and external solutions. of mailing the wrong statements to the
was not only time-consuming for internal wrong distributors.
reps, it also made the company vulnerable
to human error. Ability to quickly launch self-training
programs to further improve the
sales force.

“Functionally, the portal did what it was
supposed to, but the experience, design, and
personalization of a modern portal was absent.”
Tony Dyck, Director of IT Delivery Services
BOX INVIGORATES CHANNEL SALES CLOUD COMPUTING &
WITH SALES CLOUD PRM

PRODUCTS
Sales Cloud, Community Cloud
WHO IS BOX?
Box has been a household name in business file sharing and cloud content management for years, but an
Since its founding in 2005, Box has
outdated legacy customer portal was preventing it from providing the outstanding modern user experience become a leading cloud content
expected by today’s partners. “Functionally, the portal did what it was supposed to, but the experience, design, management and file-sharing service
for businesses. From its headquarters in
and personalization of a modern portal was absent,” said Tony Dyck, Director of IT Delivery Services at Box.
Redwood City, California, Box works with
1,400 employees around the country.
When Box was ready to tackle a more accessible and user-friendly partner portal, executives turned to Sales
Cloud PRM. “Sales Cloud PRM empowered our channel operations team to be Trailblazers because they did
not have to go through IT for help making changes in the portal” said Dyck. Integrating Cornerstone’s LMS was
an easy first step for Box to ensure partners were trained and certified on their products.

And adding broadcast groups allowed channel operation teams to streamline Box believes the key to its successful rollout was communication. Transitioning
communication of upcoming events to all partners while still maintaining the users and partners to a new portal requires planning and training, and
data silos between partners. Box guided every stakeholder through that delicate process. “We had a
communication plan so as soon as we had the dates locked in, we started
Before Sales Cloud PRM, the Box team was only able to distribute a single
sending emails to weave it into the regular cadence of communications that
login to each partner, making it difficult for various groups inside that
go out to channels,” Dyck said.
partnership to find the content and resources they needed to sell.
“The key was to over-communicate.” During launch week, Box also released
“When we made the change to a webinar series to walk users through the transition and offer step-by- step
instructions for logging in and using the portal.
Sales Cloud PRM, it was like the
The core project team visited Box’s all- hands meeting recently to present the
sunlight broke through the clouds,” successes of the Sales Cloud PRM project so far. “This really shows the level of
said Dyck. appreciation within the company. Everyone in channel organization was just
thrilled with the change,” said Dyck. Box credits Partner Community Planning
“We were able to give personalized access and custom dashboards to and Design Accelerators for speeding along its implementation by outlining
different users so each partner renewal manager could utilize measures a structured approach to using Sales Cloud PRM to solve its channel needs.
and statistics to grow their business and admins could use them to
measure overall partnership health.”

In addition to the overwhelmingly positive response from Box staff, feedback
has been impressive from Box’s 200 channel partners and 1,200 partner
users as they transition to the new modern, mobile experience. User adoption
skyrocketed: Engagement has tripled since Box launched multiple user access
with customized views and features. “This has really been a tremendous
success story for Box.”
“Sales Cloud PRM empowered our

channel operations team to be trailblazers
3x
user engagement
because they did not have to go through
IT for help making changes in the portal.”
Tony Dyck,
Director of IT
Delivery Services

BOX
Previous portal was static and difficult to Worked with Partner Community Delivered a personalized experience to Sales Cloud PRM
navigate. Accelerators to define implementation different users, which helped to triple
direction. engagement. Cornerstone LMS
It only gave partners a single access point.
Implemented Sales Cloud PRM as a Increased satisfaction across 200 partners and Salesforce Accelerators
It was unable to customize experience for flexible solution to grow and scale 1,200 users.
each user accessing the platform. channel business.
Introduced Cornerstone LMS to train

partners and support platform transition.

“We’re able to turn quotes in an hour when it used
to take us 24 hours. … We’re getting more business
because of our speedy, thorough responses.”
Heather Shafland, Sales Operations Manager
CYBERPOWER POWERS SALES WITH SALES MANUFACTURING
CLOUD AND A PARTNER COMMUNITY Sales Cloud, Community Cloud
WHO IS CYBERPOWER?
CyberPower is a global manufacturer
CyberPower’s relationship with technology solutions providers and distributors was a big catalyst for
of uninterruptible power supply (UPS)
implementing the Partner Community. Solution architects configure IT implementations for their customers, systems, power distribution units (PDUs),
and CyberPower wanted to be at the top of their list when planning new deals. CyberPower opted to provide surge protectors, mobile charging devices,
connectivity devices, and fiber-to-the-
a digital solution to share product and pricing information and improve quoting time. Now, instead of sorting premises (FTTx) backup power solutions.
through product brochures, reps simply click on the Partner Community link to find product information and CyberPower’s sustainable practices ensure
product reliability and value through
configuration variables such as special pricing and power requirements. design and engineering, manufacturing,
distribution, and customer support.
“We wanted to use the Partner Community to set up a one-stop shop to house all our catalog information,
and more importantly, provide the ability to live chat with us,” said Scott Koller, Vice President of Channel Sales.

Speed is critical in winning sales so communications have to be laser focused. CyberPower’s Partner Community is easy to navigate and also
CyberPower sales reps were using Excel spreadsheets to configure their deals, provides quick reminders about key elements necessary for quoting.
but there were so many sheets with pricing variables that they were forced One of the most important features is a custom-built power audit form.
to contact Sales Operations for verification. Using Sales Cloud, the reps were Form elements include items such as devices, locations, wattage, size,
able to enter and establish a database of special pricing with no lengthy consumption, and battery backup which all factor into the recommended
approval process or further notification to distributors. power solution. Closing rates have surged when the power audit feature for
individual deals is used.
Now CyberPower delivers quotes quickly, even in situations with complicated
pricing variables. “We’re able to turn quotes in an hour when it used to take us Koller is confident that the Partner Community will help move the needle
24 hours. Plus, we’re able to provide a much more professional-looking quote on revenue this year because of the actionable benefits and huge impact it
using native Salesforce functionality. We’re getting more business because will have on mindshare. “In channel relationships, reps are bombarded with
of our speedy, thorough responses, and we can follow up and close deals information from manufacturers all the time. If they lose sight of you, you
in the time we used to spend preparing estimates,“ said Heather Shafland, lose. With the Partner Community, we are visible with a concise solution every
CyberPower’s Sales Operations Manager. day and that will work to our sales advantage,” Koller said.
“The expectation by the end user, and even our partners, is that they receive
answers and quotes in about 10 minutes. Over 50% of the time, the company
Looking at what is possible with
that responds first is awarded the business. It’s well worth the endeavor to not Community Cloud continues to drive
only increase our response time with a Partner Community but also improve the
quality of our response,” said Koller. new initiatives at CyberPower.

CyberPower is considering marketing, lead generation, learning management, demo,
rewards, training, and HR apps as well as further fine-tuning of its internal knowledge
base and sales process. The company is also integrating the Einstein Analytics business
intelligence tool into its portals to support its partners’ sales reps in tracking success.
“I’ve never had a CRM experience as good as the one with Salesforce, especially
with the Partner Community. The product is so pliable, thanks to the AppExchange,
and the investments we’ve made in customizations stay intact through updates.
“I’ve never had a
You just can’t beat the scalability of Salesforce,” said Koller. “This will meet any CRM experience
company’s needs by taking advantage of available apps and having a good partner as good as the one
to help with integration.”
with Salesforce,
especially with the
Partner Community.”
21% 96%
projected reduced
sales growth response time
Scott Koller, Vice President

of Channel Sales, Cyber-

CY B E R P OW E R
Communications with channel sales and CyberPower teamed with Salesforce Communications and information Community Cloud
partners were fragmented and inconsistent. implementation expert Modacto to build centralized via Partner Community.
a comprehensive Partner Community. Sales Cloud
Providing customer quotes was a Quotes can be prepared with the native
cumbersome process. The Partner Community provided a sales Salesforce quote template in a fraction of
portal with product information readily the time that it took prior to the Partner
Company was losing sales due to not being available. Community.
able to respond quickly enough with customer
quotes. The Partner Community has a live chat Closing rates have increased due to
function to facilitate sales communications. improved communications and quoting
process.
Sales quoting system simplified and
automated to increase speed of responses. Improved channel mindshare as a result
of Partner Community.

“Now this is CRM on steroids. It’s all fully mobile
enabled, all tablet driven right out of the box.”
Paul Risk, Chief of Global Applications and Architecture
TRANSFORMATION GUARANTEED: FINANCIAL SERVICES
THE WARRANTY GROUP TURNS Sales Cloud,

Community Cloud
TO SALESFORCE WHO IS THE WARRANTY GROUP?

The Warranty Group is one of the world’s
premier global providers of warranty solutions
How Moving to the Cloud Saved The Warranty Group and related benefits. For more than 50 years, it’s
provided underwriting, claims administration,
$8 million
and marketing expertise to some of the world’s
leading manufacturers, distributors, and retailers
of consumer goods including automobiles,
homes, consumer appliances, electronics, and
The Warranty Group is the world’s leading provider of extended warranty programs and associated benefits
furniture, as well as specialty insurance products
for automobile, home, consumer goods, and travel. With 1,800 employees in 33 countries, The Warranty and services for financial institutions.
Group faced a challenge shared by many global organizations: how to lower IT costs and radically simplify the
business across dozens of older legacy systems globally. Operations in 33 countries meant IT staff, hardware
infrastructure, plus licensing costs. Many systems were built to support specific clients or countries. Data was

spread far and wide. Which meant data centers and backup data centers.
Which meant huge expense and difficulty with reporting. Innovations, when
New Communities,
they appeared, came from clients, who got them from competitors. The Stronger Relationships
Warranty Group needed a single platform to simplify business processes,
increase customer satisfaction, and provide a way to do everything in one place. Community Cloud is helping repair relationships, too. TWG’s second-largest
customer was frustrated with the company’s IT department and technology.
The Warranty Group Heads With Community Cloud, this customer now has its very own segmented
community. “They have their own confidential knowledge base and their
to the Cloud own special parts dealers,” said Paul Risk. “They were thrilled. This is so much
better than we could have hoped for.” TWG used Community Cloud to help
“We approached the transformation to Salesforce strategically,” said Paul Risk, Nissan more effectively manage brand compliance at dealerships.
TWG Chief of Global Applications and Architecture. “We created six self-
contained projects, and delivered value at every stage. We did it with fixed
predictable costs and ROI for each project.”
Today, Community Cloud helps drive service and sales and greater dealer
engagement. One example — a customer pulls into an auto dealer’s service
lane. The VIN number is scanned, the contract pulled up. All information is
on an iPad. The claim is filed and instantly adjudicated. A contract extension
is sold and completed. The driver is still in the car. For complicated repairs,
dealers shoot video or still photos from inside the Community Cloud, send it
up for review, and get immediate results.

Speed to Market, Increased Sales
TWG does five things every day — rates, configure price quotes, claims/
fulfillment, contracts, and finances. All finally have a natural home in the cloud.
“This is CRM on steroids,” said Risk. “Fully mobile-enabled, all tablet driven
right out of the box.” Salespeople can walk into a dealership, sell a product
or upgrade a product, and tweak the numbers on the fly. Sales are up 25%.
Product launch times are now five days, down from 45 days.
The transition to Salesforce netted

The Warranty Group an immediate
$4.1 million in savings in IT. By
eliminating a call center, it saved
$2 million annually. Another $1.5 The Warranty Group finds
million will come from eliminating a $8 million in savings.
department that is no longer needed.

TH E WA RRAN T Y GR OUP
Lower IT costs, simplify the business across The Warranty Group went through a Savings of nearly $8 million. Sales Cloud
dozens of older legacy systems globally. total IT transformation, moving its entire
enterprise stack into the cloud using Increased customer satisfaction. Service Cloud
Connect reps, dealers, salespeople, and Community Cloud, integrated
customers. with Service Cloud and third-party
Faster product launches. Community Cloud
automotive software. The Warranty Group
provides dealers and agents with
Get new products to market easier and faster. Easy transitions from B2B to B2C. Chatter
a single platform to verify and enter
claims information.
Einstein Analytics
Lightning Connect
Salesforce Shield
Heroku
Force.com

“We now have a much better capability of seeing
and understanding how our customers behave,
what they do, and what they are looking for.”
Tuomo Iivonen, Development Manager
WÄRTSILÄ BRIDGES PLATFORMS AND MARINE AND ENERGY
OCEANS WITH COMMUNITY CLOUD Sales Cloud,

Community Cloud
WHO IS WÄRTSILÄ?
Few industries are as geographically dispersed as marine and energy, and with 11,000 service professionals
Based in Helsinki, Finland, Wärtsilä serves
supporting marine transportation customers from 160 locations in 70 countries, Wärtsilä covers as much the marine and energy industries globally
ground as its customers. When the company decided to replace its aging homegrown portal with a modern, with products and services ranging from
ship machinery to power generation
integrated solution connecting to its worldwide marine and energy industry client bases, Wärtsilä turned to management systems. Collectively, the
Community Cloud. company’s more than 17,000 employees
are dedicated to providing innovative and
sustainable solutions with a continued
By 2014, Wärtsilä’s custom-developed services portal — then a decade and a half old — had proven focus on total efficiency.
completely inadequate for the company’s increasingly complex customer service demands. “It was more or
less kind of a black box,” said Tuomo Iivonen, Development Manager. “We had no clue what was happening
inside there or how our customers were behaving.” The company’s existing relationship with the Salesforce
CRM system triggered an interest in Community Cloud, and the platform was the ideal fit for Wärtsilä’s
underlying customer focus. Community Cloud’s tight platform integration was a major time-saver in
deployment, too. “If we hadn’t built the Online Services Community on top of Salesforce, we’d have ended
up doing a lot more different integrations, and the overall complexity would have been much greater.”

The Online Services Community takes Yet for all of the consolidation Community Cloud allows, users are presented
with a totally personalized experience. An easy-to-scan dashboard gives
advantage of Community Cloud’s customers a single-glance overview of their open warranty claims, parts,
quotes, and orders, and a customizable notifications center highlights
flexibility to incorporate functions items that are of particular interest to customers based on their personal
from the company’s SAP systems into preferences.
a unified interface that’s completely No matter the user’s role, support is always a few clicks away. Built-in
deflection tools suggest existing knowledge articles and bulletins that might
seamless to the user. resolve the customer’s issue instantly. But if a case is logged, Community
Cloud takes advantage of its tight Service Cloud integration to route it to
“Some services’ underlying delivery processes are on SAP, such as parts sales
the correct Wärtsilä expert with all relevant product information attached,
or warranty claim handling, and the community integrated with these services
reducing lead time and data entry. Select customers can also access a team
quite nicely,” said Iivonen. This level of integration also maintains impeccable
forum for direct technical support conversations with Wärtsilä technicians,
data integrity across multiple back-end systems, which is critical to successfully
and the company is considering opening this forum to user-to-user
supporting such a sizable and dispersed customer base. “There’s no email
interactions as well.
ping-pong happening in the background — data is always going to the right
place, to the master data engineers who are able to maintain these things
in SAP directly.”

Community Cloud has dramatically streamlined the process of both quoting
and placing product orders and tracking purchase records. “Customers can
easily query this data directly from SAP and get their specific pricing,” said
Iivonen. And because customers’ orders are guided by their profiles and order
histories, they can place orders quickly and with increased accuracy. “In our
case, small mistakes can sometimes cost a lot of money, so even incremental
improvements in the process quality can, in the long run, save a great deal.”
For Wärtsilä, Community Cloud is one step toward the company’s goal of
developing deeper customer insight. “Compared with our previous platform,
we now have a much better capability of seeing and understanding how our
customers behave, what they do, and what they are looking for,” said Iivonen.
And Community Cloud’s role as a digital hub for client interaction will only
accelerated
quoting and ordering speed
increase. “We will soon be at a point where nearly everything that we do
has some kind of a digital interface, and Online Services is one of the most
important channels to provide that content to our customers.”
improved
data quality

WÄ RTS I LÄ
Wärtsilä needed to provide customer Using Community Cloud, Wärtsilä’s Improved data quality by maintaining Sales Cloud
support, technical assistance, and quoting development manager built a single a centralized hub for many different
and ordering services to clients spread customer touchpoint for functions customer transactions. Service Cloud
across the globe. divided between siloed data systems.
Case deflection through automatic Community Cloud
Inventory, quoting, CRM, and other Dashboards provide customers a knowledge search during the
back-end systems were divided between consolidated view of their warranty case-logging process.
Salesforce and SAP, potentially requiring claims, support requests, product
extensive customization to create an orders, and quotations. Wärtsilä gains valuable insight into
integrated solution. customers’ interests and activity within
Customizable notifications allow the community.
The company’s existing homegrown customers to tailor highlighted
customer portal had very limited user updates to their own personal Increased quoting and ordering speed
functionality and was incapable of interests. while also boosting accuracy.
giving the company insight into
customer activity, interests, and Online quoting and ordering
behavior. streamlines the transactional process
from the user’s perspective.

3
EMPLOYEE INTRANET,
HELP DE SK, AND MORE
BUILD INTELLIGENT
EMPLOYEE EXPERIENCES
Do you treat your customers better than your employees? Your employees live in a connected world. And just
like your customers, they’ve come to expect personalized experiences designed to meet their needs. Sadly, the
attention they get everywhere else in their lives often is not what they get at work. Legacy business systems can
leave employees frustrated, disengaged, and worst of all, unproductive.
The good news is that it doesn’t have to be that way.
Salesforce Employee Apps and Salesforce Communities

transform the employee experience with one intelligent
platform to connect your employees to the people,
content, and apps they need to be productive.
Information that used to be hard to find is easy to access, relevant, and up to date. Conversations are open and
transparent with everyone working together on the same page. Access to systems and apps is effortless — there’s
no need to bounce between one app and another just to get work done.
And with Salesforce Employee Apps, everything is accessible on mobile devices so your employees can get work
done anywhere, even when they’re away from the office. It’s one destination where employees can access
everything they need to stay engaged and productive.
When you think about it, your employees work to support your growth. Doesn’t it make sense that they
have access to the same tools and technology you’d offer your customers? Salesforce Employee Apps
give your employees the connected experience they’ve come to expect, and access to everything
they need to get work done.
“Now, we are all in one sandbox together.
Chatter ... makes everything so easy!”
Jennifer Fasolino, Senior Business Systems Analyst
JDA SOFTWARE STREAMLINES AND SOFTWARE
OPTIMIZES GLOBAL COMMUNICATIONS Chatter, Service Cloud
WHO IS JDA?
WITH CHATTER For over 30 years, JDA helps more than
4,000 companies worldwide deliver
for their customers every day while
Like many tech companies, JDA grew through acquisitions and a significant merger that resulted in a complex optimizing costs, increasing revenue,
and reducing time to market. JDA has
service organization using multiple CRM systems and struggling with inconsistent processes. JDA knew that
been the leading provider of end-to-
operational improvements depended on a single CRM solution, unifying global processes, and enhancing end, integrated retail and supply chain
communication within a larger and more complex organization. JDA selected Service Cloud and Chatter for planning and execution solutions. Its
heritage, customer base, and industry
a streamlined collaborative solution. expertise have combined to make it the
leader in supply chain and retail solutions.
JDA’s customer success team needed to share information more efficiently across service lines and to find the
right people at the right time to build global collaboration. JDA launched Service Cloud and Chatter to address
these essential business goals. Unfortunately, JDA could not do everything it wanted to do with Chatter at the
implementation launch because, “There was so much change to get people from different CRM systems into
Service Cloud that we didn’t feel like we gave Chatter due justice,” said Fasolino.

That’s when JDA turned to Accelerators to get the team off the ground and The team and product teams now have their own Chatter groups to facilitate
running smoothly. “It was a matter of relaunching Chatter,” said Fasolino. smooth communications, from scheduling meetings and sharing agendas
“Having a Salesforce specialist provide guidance and act as a sounding board to collaborating on work schedules and sharing tips. The JDA Renewals team
for ideas really gave me the confidence to get our team on board a lot faster.” shares big wins and deal closings on its specific Success Chatter group.
And with every new product release, project-centered Chatter groups allow
An Accelerator specialist worked with JDA’s team to identify the right use
cross-department teams to communicate seamlessly and without delay.
cases, revitalizing Chatter as a primary means of communication for the
company’s customer success team. JDA also brought some of the fun back to team collaboration by introducing
gamification to Chatter groups. The company leveraged the existing
The official rollout was introduced at a global customer success team town
Chatter badges system to create personalized JDA badges and rewards that
hall meeting that took place entirely in Chatter. JDA brought employees into
acknowledge employees for participating and providing value on their channels.
the fold quickly through companywide training programs that work in parallel
Through Chatter Challenges, employees earn badges like “Superstar” and
with one-on-one sessions to answer every question.
“Team Player.” In addition to bragging rights, the JDAdvocate program converts
badges to points so that winners can earn JDA gift cards and swag.
With the launch of the Chatter
group, over a thousand employees
were introduced to a single outlet
for live Q&A sessions, town hall
meetings, and more.

With Salesforce’s Accelerator guidance to make a full and powerful transition
to Chatter, JDA improved time to resolution so that thousands of cases are now
closed within the same day. JDA’s overall satisfaction trends – which measure “Now we are all in one
the percentage of customer rankings at an 8, 9, or 10 out of 10 – increased
by 6.3%. And all these success metrics and more are available through four
sandbox together.
specific Chatter dashboards, so supervisors and executives can track success Chatter has helped
by group, project, engagement, and results. us enable a seamless
Now that Chatter is fully implemented across the customer success team, the approach. It makes
company is working with a specialist to leverage Salesforce Accelerators each everything so easy.
quarter and to build collaboration with other customers through Salesforce
Things like this all add
Success Community. So far, nothing beats the experience of finally having
efficient communications across departmental teams and global offices:
up together to give us
“Now we are all in one sandbox together. Chatter has helped us enable a the best experience
seamless approach. It makes everything so easy. Things like this all add up possible with
together to give us the best experience possible with Salesforce,” said Fasolino.
Salesforce.”
390% 250% increase in increase in Jennifer Fasolino,

Senior Business
Chatter posts Chatter groups Systems Analyst, JDA
The
74 The Trailblazer’s
Trailblazer’s Guide toGuide to Communities
Communities
J DA
JDA’s customer success team needed a better Working with a Salesforce Accelerator After consulting with a Salesforce Accelerator, Chatter
way to communicate and collaborate with specialist, JDA brought its customer success Chatter engagement skyrocketed. In just five
approximately 1,000 associates across its organization into Chatter to promote months: Service Cloud
global organization and its combined support more open communication between
and cloud service business lines. teams, drive global collaboration, and 390% increase in Chatter Posts. On average
encourage celebration of customer success there are over 800 Posts per month.
After implementing Salesforce Service achievements.
Cloud and Chatter, JDA needed assistance 250% increase in new Chatter groups.
to relaunch Chatter to bring all associates
on board and transform the way they 55 new Chatter groups created since the
communicate and collaborate. Accelerator.
Eight of the top 10 active Chatter groups were

created four months post-Accelerator.
200+ Chatter “Thanks” badges have

been bestowed.

“When you’re dealing with complex customers or complex
opportunities, it’s invaluable to be able to quickly get
knowledge from others. Pretty early on, sellers were saving
40–45 minutes a day by using Chatter for collaboration.”
Ian Matthews, Director of Global Sales Effectiveness
SALESFORCE EQUIPS NATIONAL HEALTH AND NUTRITION
INSTRUMENTS WITH THE NEXT Sales Cloud,

Chatter Plus
GENERATION OF COLLABORATION TOOLS WHO IS NATIONAL

INSTRUMENTS?
For nearly four decades, National
Whether it’s helping Airbus manufacture the future with intelligent tools and robotics or working with Subaru to test Instruments has pioneered the use of
computer technology in data collection,
the next generation of cutting-edge electronics, National Instruments delivers the equipment that helps scientists
instrumentation, and experimentation
and engineers do the critical experiments and tests they need to create new technological breakthroughs. With to help scientists and engineers innovate
across a wide range of industries.
such a broad portfolio of products and nearly 50 offices around the globe, keeping everyone in sync with the
Headquartered in the growing innovation
latest developments can be a challenge. “We work in a space where complex opportunities are the norm, so you hub of Austin, Texas, NI serves more than
need to call in an expert because one person can’t possibly know all,” said Ian Matthews, Director of Global Sales 35,000 companies worldwide.
Effectiveness. “Chatter has been invaluable when it comes to quickly getting and sharing knowledge with others.”
Close to 2,000 geographically dispersed sales reps, managers, leaders, and marketing team members need to connect
to get immediate answers and collaborate more effectively around customers. Previously, the company had three
different CRM platforms, over 30 different sales processes, and relied on an ad hoc collaboration system consisting
of email and personal networks. “It wasn’t consistent, and people were often engaging the wrong resources,
or they weren’t finding the right people they should have been talking to,” said Matthews.

Today, National Instruments is moving toward a single governed sales process sales teams to make sure the accounts and contacts
where everyone is working the same way around opportunity, lead, and we were bringing over were the actual ones that they
account management. Having collaboration baked into its CRM system has were doing business with rather than migrating
led to a big uptake in the number of opportunities reps are managing and millions of records.”
a 10% productivity gain.
National Instruments drove quick adoption by
having early-stage users and executive leaders
“The change with Chatter has been using Chatter from day one.
dramatic because we got both inside “People saw immediately that this was the
sellers and field teams talking … and platform of the future,” said Matthews.
“And we followed that method as we moved
quickly — within minutes — bringing to other regions because it’s so successful
in other resources to collaborate. having leadership using it as their method

of communication to sales teams.” Limiting
We never thought we’d see that the number of groups and letting them
grow organically also helped to boost activity
happen so quickly.” and keep the conversation focused.
The rapid success of Chatter is largely due to an aggressive strategy that began
with simplifying the CRM system. “In an attempt to try to keep the Salesforce
Platform as clean as we could, we came up with criteria from a migration
standpoint that was what we termed ‘sales relevant,’” said Kyle Johnson,
Manager of Global Sales and Business Analytics. “We worked with the

“We made it very easy for both marketing people and sellers to join and participate,”
said Matthews. “People suddenly realized they could get to a mass of experts on a
particular topic or product area and engage them and ask questions.”
As National Instruments looks to its future goals — improving account collaboration,

aligning resources, and working more effectively with partners — Matthews has no doubt
that Chatter will be the company’s go-to solution. “It’s going to be the hub
of pretty much everything we do.”
“People suddenly
realized they could get
to a mass of experts
on a particular topic or
product area and engage
them and ask questions.”
Increased the number of
opportunities 10%
gain in productivity
reps are able to manage
Ian Matthews,
Director of Global
Sales Effectiveness

N AT I O N AL I NSTRUMENT
With three different CRM systems, The company manually scrubbed and Deeper level of collaboration between inside Sales Cloud
50 geographically diverse offices and migrated sales data to Salesforce CRM sellers and field teams resulted in sales reps
a 2,000-person sales organization, system using Informatica and internal data saving 40–45 minutes a day. Chatter
National Instruments lacked consistency warehouse resources, creating a single
in its sales processes. governed sales process. Big increase in the number of opportunities
reps are able to manage.
Collaboration was inefficient and spread Activated Chatter, enabling inside sellers
across email, personal networks, and and field teams to collaborate around Quick access to files, data, and expert
hundreds of different groups sales reps accounts and opportunities and quickly resources.
created in NI Talk, a homegrown social tap into expert knowledge.
intranet.
Reduced email noise and streamlined,
In addition to extensive training around contextual conversations.
Salespeople had difficulty connecting infrastructure and CRM system, executive
to the right resources. leadership encouraged Chatter adoption
and engagement by using it as their core
communication tool.

“The community is creating huge business value. It’s
linking people together like never before.”
Kirsten Wain-Lefebvre, Global Digital Executive
NUTRICIA ENGAGES AND INSPIRES HEALTH AND NUTRITION
EMPLOYEES WITH COMMUNITY CLOUD Community Cloud,

Chatter
WHO IS NUTRICIA?
“I honestly believe that introducing a tool in itself has absolutely no value,” said Kirsten Wain-Lefebvre, Global
Since its founding over a century ago,
Digital Executive at Nutricia Advanced Medical Nutrition. “You need to show people the value to them as Nutricia has pioneered nutritional
individuals through the right strategic implementation process and really explain the greater contribution it discoveries that help people of all ages live
longer, healthier lives. Now a part of the
will make to the business.” With busy employees divided between various business units scattered across the Danone Company, Nutricia’s presence has
globe, driving adoption of a new Employee Community was no less than a monumental challenge. But with a expanded globally to include more than
5,000 employees spread
comprehensive implementation plan and a little bit of help from Salesforce, Nutricia ultimately found success. across six continents.
Nutricia’s employees previously had access to an IBM-based portal tool, but it didn’t offer the range of features
they needed. “The key to our business is making sure that our people on the ground who are approaching
healthcare professionals always have all the latest medical evidence, marketing material, and sales data — both
for our own business and our competitors’,” said Wain-Lefebvre. An internal audit of Nutricia’s needs led the
search to Chatter from Community Cloud, and Salesforce’s unparalleled level of customer support sealed the
deal. “That was the clear differentiator — Salesforce was not just a company we could buy a tool from, but it
was really a partner that we could work with to improve our business.”

Working with Salesforce ISV partner Extentia, Nutricia began rolling out Meanwhile, periodic meetings between champions and their business unit’s
its Employee Community with little fanfare, but within a few months, general manager ensured that action plans were being carried out, and
Wain-Lefebvre’s axiom about the value of tools had proven true. “We didn’t monthly webinars of all champions globally kept everyone up to speed on
do badly, but we didn’t do incredibly well either,” said Wain-Lefebvre. “From each other’s successes.
the first of April, we started working on a real implementation strategy, and
Support of upper management was a critical element of Inspire, the third
then things really took off.”
pillar. “The main objective was to break hierarchical silos and enable them
After holding some workshops to identify the company’s best opportunities to instill a sense of pride through Chatter,” said Wain-Lefebvre. While
for enhancing the community’s user adoption rates, two items quickly encouraging higher-ups to adopt something new is often problematic,
became apparent. “The first was that you need someone on the ground as the Employee Community’s easy accessibility on mobile devices aided the
an ambassador,” Wain-Lefebvre said. “The second part was that you need effort considerably. “They’re waiting for a plane or sitting in the taxi, and in
your upper management to support you.” The resulting adoption strategy just a couple of minutes, they can easily scroll through the feed of a specific
capitalized on both opportunities through four pillars: Introduce, Engage, community within Chatter and like, share, or comment on some of the things
Inspire, and Applaud. going on there.”
To Introduce the community, Wain-Lefebvre and her team recruited a Everyone’s successes were celebrated in the fourth pillar, Applaud. “What we
champion within each business unit to act as a community ambassador and tended to do in the past is to work on the business where they’re doing
drive awareness and adoption among peers. Working with the champion, a really lousy job and forget about all the people that are actually doing really
specific action plans and timelines were tailored to local interests. “Whether well,” said Wain-Lefebvre.
it was trying to get the most viral video within their regional community or
T-shirts and mugs with their Chatter @mention on them, we would help
them come up with a fun idea and activate it within their business unit,”
Wain-Lefebvre said.
The champions’ role deepened in the second pillar, Engage, as they kept
very active in their business unit’s Chatter sphere and drew upon a specially
created toolkit of presentations and e-learning tools to assist their peers in
making the Employee Community an integral part of their daily routines.

And with successes that exceeded Nutricia’s goals, there was a great deal to
applaud. “We wanted to reach 75% active users and 54% engagement over
the period of six months, and we actually reached 86% and 58% by the
end of last year,” Wain-Lefebvre said. “We hit both of our global targets, which
is good, and that’s thanks to these four pillars.”
Now that the Employee Community’s value is firmly established throughout

Nutricia, Wain-Lefebvre is turning her focus to longer-term strategic
extensions of the community, including a repository for competitors’ most
“It’s bridging a lot
current marketing materials (for competitive reference) and a system of gaps that before
for managing and enabling collaboration on tenders, which constitute a we couldn’t have
significant source of business. At the heart of both is an ongoing drive to
connect disconnected employees and turn questions into opportunities for
imagined bridging.”
collaboration. “Although we aren’t such a big business, the community is
constantly bringing us even closer together,” said Wain-Lefebvre. “It’s bridging
a lot of gaps that before we couldn’t have imagined bridging.”
Bridged the gap Reached

between employees and
upper management
% 86
of active users
Kirsten Wain-Lefebvre,
Global Digital Executive

N U T R I CI A
With over 5,000 employees in various Recruited a champion ambassador to Increased collaboration within and across Community Cloud
business units scattered across the globe, drive awareness among peers. business units.
driving adoption of a new Employee Chatter
Community was challenging. Held contests and provided incentives Improved company culture, inspiring
to build excitement. employees and upper management to share
insights and ask empowering questions.
Got upper management on board
and inspired. Exceeded global adoption targets (over a
six-month period).
Organized regular meetings to guide
champions and share successes. Reached 86% active users, exceeding goal of
75%.
Achieved 58% engagement, exceeding

goal of 54%.

SO WHAT MAKES A TRAILBLAZER?
As the companies featured in these pages make clear, it’s all about discovering a whole new way to connect
with partners, customers, and employees. Trailblazers are building the apps, communities, and portals that
make this possible.
The good news is you don’t have to radically reinvent yourself to become a Trailblazer. All you need is the right
platform on which to build your vision.
You’ve already taken your first step by reading this book. Where you go now is up to you. As you’ve discovered,
there is no limit to what you can do with Salesforce. Now you can empower anyone to build productivity apps and
run your entire business on a single platform. Join the thousands of Trailblazers who are changing their businesses,
their roles, and connecting to customers in a whole new way.
1 ee how to engage your partners, customers, and employees

S
with intelligent, personalized experiences. Learn how to
transform the way you do business and become a Trailblazer at
salesforce.com/products/community-cloud/overview.
2 ee how easy it is to blaze your own trail. We’ll guide you

S
step-by-step at trailhead.salesforce.com.
THE SALESFORCE ADVANTAGE
Salesforce has always been an innovator. Seventeen years ago, we pioneered a new technology model with our
cloud platform. We were born in the cloud and we are 100% cloud today. But our real success is driven by our
customers’ success. Over 100,000 companies worldwide trust our secure architecture and 99.9% uptime — and
rely on three seamless, automatic upgrades each year to keep their business growing. By removing the burden of
maintaining costly legacy infrastructure, our customers are free to focus on innovation.
The Salesforce Platform is a complete CRM solution that connects every facet of your business so you can connect
with your customers in a whole new way. There is simply no better platform for building apps — from low code/no
code to elaborately customized apps — or a larger ecosystem of readymade apps, available on our AppExchange.
No matter how big — or small — your company, whatever your industry or current systems, Salesforce is the right
partner to help you become the community leader you need to become to lead your business into the future.

THE BENEFITS OF SALESFORCE
Lightning Platform – Now anybody can create rich, engaging apps that deliver a beautiful user experience on any
screen. The Lightning Platform is the fastest way to build connected, scalable, secure apps that connect you to your
customers in new ways.
Artificial Intelligence — More intelligent. More predictive. Einstein Analytics, with the world’s first comprehensive
AI for CRM, transforms all the data from your customers, suppliers, and the Internet of Things into insights and
actions that will drive sales, product enhancements, and customer satisfaction.
Mobility — The mobile revolution could not have happened without the cloud revolution. Everything we do is
mobile-ready — and with Salesforce Platform Mobile Services, now you have everything you need to build, run,
and manage engaging mobile apps that are secure from day one.
Productivity — Automate processes, give your employees a 360-degree view of your customers from any device,
connect your field staff to HQ — the Salesforce Platform replaces infrastructure with constant innovation so you
can increase productivity in every department, every employee, across the business.
Find out more at salesforce.com/products/community-cloud/overview.

Salesforce is the leader in enterprise cloud computing. We help companies connect to their customers in a whole new way with our
sales, service, marketing, community, and analytics apps. All of these apps run on the Customer Success Platform, so you can manage
all your information in one place. To learn more, call us at 1-800-667-6389
SO WHAT MAKES A TRAILBLAZER?
As the companies featured in these pages make clear, it’s all about discovering a whole new way to connect
with partners, customers, and employees. Trailblazers are building the apps, communities, and portals that
make this possible.
The good news is you don’t have to radically reinvent yourself to become a Trailblazer. All you need is the right
platform on which to build your vision.
You’ve already taken your first step by reading this book. Where you go now is up to you. As you’ve discovered,
there is no limit to what you can do with Salesforce. Now you can empower anyone to build productivity apps and
run your entire business on a single platform. Join the thousands of Trailblazers who are changing their businesses,
their roles, and connecting to customers in a whole new way.
1 ee how to engage your partners, customers, and employees

S
with intelligent, personalized experiences. Learn how to
transform the way you do business and become a Trailblazer at
salesforce.com/products/community-cloud/overview.
2 ee how easy it is to blaze your own trail. We’ll guide you

S
step-by-step at trailhead.salesforce.com.

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How does Community Cloud help companies engage customers, partners, and employees?

How does Community Cloud help companies engage customers, partners, and employees?

What are some benefits of using Salesforce platforms and products according to the document?

What are some benefits of using Salesforce platforms and products according to the document?

The Trailblazer ’s

DATA AND ARTIFICIAL INTELLIGENCE

It’s never been easier to deliver personalized, targeted

B LAB REDEFINES BUSINESS SUCCESS NONPROFIT

WITH COMMUNITY CLOUD Sales Cloud, Community Cloud,

12 The Trailblazer’s Guide to Communities

“The Marketplace is a dedicated

13 The Trailblazer’s Guide to Communities

Previously, members had to email B Lab and request an introduction. Now,

14 The Trailblazer’s Guide to Communities

B Lab wanted a venue for members to

15 The Trailblazer’s Guide to Communities

COMMUNITY CLOUD PUTS RECREATIONAL SPORTS

CANLAN IN A LEAGUE OF ITS OWN Community Cloud,

WHO IS CANLAN ICE SPORTS?

16 The Trailblazer’s Guide to Communities

of our facilities and they produced it makes their lives way easier.”

Creating an engaging user experience was high on Canlan’s priority list.

17 The Trailblazer’s Guide to Communities

The community’s impressive adoption numbers have also opened the

18 The Trailblazer’s Guide to Communities

New opportunities for advertising revenue.

Increased restaurant sales through targeted

19 The Trailblazer’s Guide to Communities

CONTINUUM CLINICAL BOOSTS HEALTHCARE RESEARCH

WITH COMMUNITY CLOUD WHO IS CONTINUUM

20 The Trailblazer’s Guide to Communities

“It really sets us apart in an industry

21 The Trailblazer’s Guide to Communities

22 The Trailblazer’s Guide to Communities

Reduced burden on study coordinators:

23 The Trailblazer’s Guide to Communities

JASON’S DELI EXCHANGES FOOD FOR FOOD AND BEVERAGE

THOUGHT WITH COMMUNITY CLOUD Sales Cloud,

WHO IS JASON’S DELI?

24 The Trailblazer’s Guide to Communities

responsive format equally optimized

26 The Trailblazer’s Guide to Communities

Member tier system and leaderboard

27 The Trailblazer’s Guide to Communities

LABOR FIRST RAMPS UP SALES AND INSURANCE

SERVICE WHILE SAVING MILLIONS WITH Sales Cloud,

SALES CLOUD AND COMMUNITY CLOUD WHO IS LABOR FIRST?

28 The Trailblazer’s Guide to Communities

Now that everything is in one place, resolution times.

29 The Trailblazer’s Guide to Communities

30 The Trailblazer’s Guide to Communities

Integrated its CRM system with a powerful

31 The Trailblazer’s Guide to Communities

PLUS RELOCATION MAKES MOVING RELOCATION MANAGEMENT

EASIER WITH COMMUNITY CLOUD Community Cloud, Pardot,

32 The Trailblazer’s Guide to Communities

33 The Trailblazer’s Guide to Communities

“Community Cloud took a company of 150 people and suddenly gave us

“The Marketplace is a dedicated

“It really sets us apart in an industry

“When mail gets delivered, we log it

Scott Koller, Vice President

390% 250% increase in increase in Jennifer Fasolino,