Accenture – Salesforce FY17 Kickoff | Salesforce

I'd like to introduce Sara Varney, who runs the marketing for the sales cloud.

Sarah.

Alex. Thank you. Accenture. 370,000 employees worldwide. Hi, Accenture. Hello. The epitome of a mobile workforce, Accenture is constantly out in the field, engaging with their customers, driving their business. But today I want to talk to you about how Accenture is running their own business on one platform with one experience, all on Salesforce. So, Kara, let's pull up that demo. So today I'm going to play the role of an account executive at Accenture, managing a number of different global accounts. And where do I start my day? Well, I start it with the numbers. In a few taps, I can get right to my favorite report in sales Wave. That's my pipeline waterfall report. And here I can see exactly how my pipeline's trending week over week, month over month, year over year. And it's completely dynamic and interactive. This is a report that used to take days for sales ops to pull. I've got it all on my device right there and I can interact with the data. And as I'm looking at this, what troubles me is that red block you see, because that actually represents the pipeline that's pushing out to the next quarter. And if that pipeline slips, that's not good. I'm not going to hit my number, and that's not good for anyone. So I want to get on that right away. I drill in and when I get to more detail on what's happening, what's even more troubling to me is it's actually coming from one of my best accounts, CP Healthcare. Okay. A bulk of that pipeline and there's no reason we shouldn't be able to pull this deal back in the quarter. This is one of our best relationships. So I'm going to flag it right away right within this experience, right within Wave, and I'm going to get the account team to swarm this opportunity and get this project back on track. All right, there. Switch over to my email and I'm going to pull up my inbox. But what you see here is not just any old inbox. This is Salesforce IQ inbox. And it creates this brand new world where my email is now my CRM and my CRM is my email. So I'm able to send an email to Laura. She's my top contact over at CP Healthcare. I'm able to use a number of different shortcuts that come out of the box with IQ Inbox. I can use a text shortcut here. I can suggest a few times for us to meet and boom, that email's off to Laura. Super easy. But what's even more fantastic is that when that email closes out, I've got all my contact information. My email is now my CRM. I've got her contact record, I've got her opportunity, and I've got it all right here, right in my inbox. So I'm going to push into that opportunity. And now I'm brought into SalesforceOne. As a mobile employee of Accenture, I'm always on the go. It's critical that I've got access to all my information and I've got it right here so I can interact with the opportunity. I can see exactly what's been happening.

I can.

I can also see on the feed how the account team's been collaborating. They've gotten my note from Wave, they're already taking action and we're going to get this deal back on track, which is great, but of course I'm busy. I'm constantly on the go and actually today I have to head to the airport to catch a plane to go meet with one of my best customers. I get on the flight, we're up in the air, the seatbelt light goes off and I have all these plans to get a lot of work done. And what happens? WI fi is down. It's a huge bummer. Right? As always, you've got all these grand plans to get all this work done, but that's okay, because for me, I'm running my business from my phone. And now with Salesforce One, it's available in offline mode. So I can continue to work in that opportunity just as if I was on the ground. I can update it. And when I get back down, when I arrive at that customer, all of that information is going to be pushed back to the platform and everyone who's working on the account, whether they're in Dubai or New York or Paris or on a Windows Phone or an Apple Phone or a Microsoft Windows Phone, they're all going to have access in real time and know what's going on with CP Healthcare. All right, Whirlwind trip, whirlwind life as a consultant. Now I'm back at the office and I go to my first meeting. I've been lugging my laptop around all week. I just brought my phone to this meeting, but lo and behold, as luck would have it, we want to see something in salesforce, but I didn't bring my laptop. What am I going to do? No problem. We're seeing another convergence here. Where the phone I carry around all day is as powerful as my laptop. I'm going to simply plug my phone into Microsoft Continuum and boom, I've got that desktop experience right on the monitor. But there's no desktop involved. I'm just running my business from my phone. And so here, what you're seeing is our new sales cloud Lightning. We reimagined sales cloud. We wanted to get reps the information that they need as quickly as possible. You've got a super clean list view of our opportunities. But as an account manager, maybe I want to take a different view. Maybe I actually want to see how my opportunities lay out across stages. We have our opportunity Kanban view here, which you see, this is one of those components that Alex was talking about. So I can use it in my sales process or I might decide to use it in a custom application that I build on the platform. But here I'm going to drag and drop an opportunity across stages. You can see the columns dynamically update. It's also prompting me to take action and it's helping me sell right here. It's telling me that the CP healthcare opportunity needs attention and I'm going to click into it. Now I'm in that opportunity detail page and at the top is what you see is another component. This is called Sales Path. It allows me see right at the opportunity level, exactly where we are in the deal, how much time we've been in each stage. And it's also helping me sell smarter. It's baking in content that's going to be relevant to this opportunity. So this is a healthcare opportunity. I'm going to be pushed healthcare content. And now every rep has the opportunity to have a more meaningful conversation with their customer. There's tons of new functionality baked into Lightning to help you sell smarter. But some of the features I get most excited about are also about helping reps sell faster. And one of those today I get to announce to you for the very first time, and that's Salesforce Voice. So right within the context of where I'm working, I'm able to call Laura. This is Laura. Hi, Laura, it's Sarah from Accenture. How's it going? Hi, Sarah. I actually did get your email, but I'm in the middle of something right now. Is it okay if we chat later? Yeah, no problem at all. Let's chat later. Okay, great. So there you can see right within sales cloud, I'm able to make that call. But even more important, I'm actually also being prompted to log that call in real time. So I'm not going to lose the context, I'm not going to lose any details around that conversation. You, it's all going to be there. And as a consultant at Accenture now, I can spend my Friday on more valuable activities. I'm not going to be spending my Friday updating my CRM on everything that happened in the four days before. I'm going to have it there. And now I can call a customer, I can engage with my team. I can be taking a harder look at my business. That's the power of sales cloud Lightning. So we've seen how as an account manager, I can interact with sales cloud lightning. Let's also take a look at how I can build a custom application on the platform. And here I'm going to build an application for you live in Lightning App Builder. Everything you've seen today is completely componentized. And I'm going to build an application that I could use side by side with CP Healthcare here. I can use components out of the box right from Salesforce. I can use custom components that I build as Accenture, or I can use components from our ecosystem of third party ISVs for everything from compensation management to E Signature. So you see this application here, I've composed it and now I'm ready to push it to all of my users. I simply click activate and there it is out for every user who needs access to it. So now fast forward. The deal with CP Healthcare is back on track. I'm in front of the customer, I'm with Laura and we're ready to go to that proposal phase and I'm going to click on that Steel Brick component and today I get the chance or the opportunity for the second time to say something we haven't said at Salesforce before and that's that we now have full lead to cash flow, all on the Salesforce platform. Incredibly powerful. I'm just going to give you a sneak preview here today, but here we're going to build a quote in Steelbrick and I can see as I'm going down the line items, that there's that red hazard button that indicates that we are actually out of bounds in terms of what we normally approve in terms of a discount. So I'm going to route that to my manager. I'm able to use all the approvals that come standard out of the box with the platform. That's going to pop up on my boss's Apple Watch. He's going to approve it because he's nice. And then, boom, I'm going to send the contract out to Laura for signature. And the deal has been saved. CP Healthcare is going to close in this quarter. Accenture is incredibly happy. CP Healthcare is incredibly happy. And now you've seen how Accenture can make every day its best day with the Salesforce platform. Thank you, Sarah. I think that was the fastest demo of 4 Pro products I've ever seen, so good job on that. And I think that wraps the lining announcements you've seen in that demo. One platform, one experience, Interactive sales, analytics and mobile.

First, we're going to talk to the Accenture guys in a second, but just stand up, stand up. Because I think that for you two guys, I mean, I'm sure for all the customers in the room and people who are watching online, but I just have to comment on this because I think for our industry and what's really important is obviously this is our namesake product, okay? And it's now 17 years the company's history. And what tends to happen in technology companies is that it's very hard to make these transitions and make these shifts as the technology goes forward. You have to be able to basically kind of throw away your old user interfaces, your old platforms, and it's just hard to kind of get to that next level. And that's where a lot of tech companies just don't make it. It's just a hard thing to do. And you two guys have just done an incredible job. I mean, the demonstration that Sarah just did was, of course, everything that we want, we want it to be multiple devices, we want it to be componentized, we want it to be drag and drop, we want it to be animated. And the funny thing is, people just kind of expect it out of you, both of you. It's like there's really no, like, acknowledgement of, like, oh, my God, this is just magic that's happening. It's like, oh, no. If Alex and Parker are working on this, we know we're going to get this outstanding result. And there's also a lot of other amazing geniuses in the room who have helped kind of make that happen. I was looking around the room and seeing all of our heads of engineering and our CTOs and key product leaders who have worked really hard. But that demo that we just saw really encapsulates, I think, the very essence of Salesforce's technology mission that is the core of our innovation just keeps continuing. And then to see you completely deliver an incredible new platform I think was just awe inspiring. Of course, I've seen it a few times before, but to see the demo completely Come together and then be able to see an ISV build an unbelievable next generation capability with cpq. And then for us to say, okay, well that just makes sense to be a core part of our product. And then within 90 days we acquire the company and it's deeply integrated into our platform because it's, it is the nature of our platform is something the dream of every tech CEO. So thank you very much for everything that you guys have done. Thank you.

Okay.

That was awesome. So great job. And you know, I guess another dream that we've always had that we're about to see now is we have. Andrew and Julie are here from Accenture. So come on up here and let's talk to you. And you know, I never thought that Accenture would be running on Salesforce. I mean, that's really cool. So just tell us, you know, what have you learned working with our company and working with this platform and where are we now with the Accenture rollout and running Accenture on Salesforce? How many users do you have and so forth? Give us the details, Andrew.

Well, the technology works, Mark. We are at 50 countries deploy, 25,000 users. We deployed from pilot to production in five months, which I think proves you can work at the speed of light. Now we're looking at wave and we're looking at lightning. And as you can see from the visuals, we're rolling things in very quickly. So you're making the CIO's job much easier, which I'm grateful for because I have to power Accenture. I'm responsible for Accenture's internal digital transformation and we're powering it on sales cloud. And now it's about putting those analytics and those insights into the hands of the sales force so we can be out there in marketing and move much more quickly.

What has surprised you most about working with the Salesforce platform?

How quickly we can get things done and how little I need to worry about the change management within our business. I think your technology is now driving business transformation. I'm seeing that in our business. But what I'm also seeing is a need not to have to do lots of heavy training, lots of communication. They love it. Just give them the technology and it's pulled into the business. And we've seen that on this platform more than any other.

You're now the largest and most important systems integrator in the world. You're doing this incredible work. So many of our customers are also going to you. And before I go to Julie, I want to just ask you a question. What Are the red flags? What should customers look out for? You know, what do you wish you had known at the beginning of this process that you know now? How could you have gone even faster?

I would have liked to have had access to lightning a little faster because we could have built more extensions more quickly. And I think you've moved quickly now and I think we will roll that out much more quickly than we wouldn't done before. The extensions were. We're actually enabling our new business management process, which in Accenture is one of the most complicated, I will say, processes that we have to enable. That's transforming completely, literally now as we launch literally this quarter with that. So I wish I had that. I think the other thing is I wish we could have positioned to, to the extent we do put training out there, I'd like to put it more inside the application and inside the cloud and we're doing more of that now. You don't need to do lots of extra program. Let the thing speak for itself. Training at the point of need, insights at the point of need. That was a lesson learned as well.

What will Lightning do for you? Is this just about your sales processes? Will you do other apps on Lightning? What will lightning ultimately mean? Ultimately for Accenture, it will allow our.

Users, our employees, 25,000 in the direct client facing teams to be much more relevant to their clients. Accenture has a huge amount of insight and intellect and capability, but keeping everyone connected with that all the time is very difficult. We're growing, we're rotating to increasingly diverse businesses, keeping up with that pace of change and in a visual enticing, automatic way without lots of huge preoccupation. I want to kill the data center, I want to kill the email. It's. It's helping us do that.

Very exciting. So, Julie, I just want to thank you so much for being here. We really appreciate it and you know, give us a vision of, you know, we're working now together with so many core of, I guess the world's most important companies are relying on Salesforce and Accenture to kind of build their next generation of automation. What's your vision for our two companies moving forward?

Great. Well, thanks, Mark, and thank you for your partnership, both as your customer and also as your partner. I would have said, though, one quick thing when you said to Andrew, you know, what was the lesson learned? I'll tell you the biggest lesson learned for me and my perspective is we should have done it sooner and we didn't move fast enough to Salesforce. So we're also happy to now be on Salesforce. You know, as we look at our relationship and we experience what we've been doing in the market with you, we really believe the best is yet to come. And that's really driven by three things. So first of all, it's our common belief in the customers being at the same center and the value that we can bring. Second, it's about the digital transformation that we see our clients needing to do, but they need to do it in a way that is truly agile, speedy and works for our people. And so when Andrew talks about we needed less training and so on, that that is so critical as we work with our clients together because our clients need to move fast. But at the end of the day, it's still all about people. And so as we look at digital transformation, we look at people and our core values. We really believe this market is going to just grow and grow and we're seeing it in your growth. It's certainly the fastest part of our cloud business and we're really excited about the future.

Julie, you're, you know, you're out there every day with customers. You're an incredible customer facing executive. Tell me, you know, what are customers saying today about their kind of priorities going forward, especially when it comes to this customer platform and this idea of whether it's deploying Salesforce or something else. What are customers saying to you in terms of what they want to get done for, for 2016, 2017?

Well, I think first of all, it's just the amount of time our customers, our CEO clients are spending on technology. You know, it's just with a bank client CEO the other day who literally says, I spend a third of my time thinking only about technology and the focus, what they're really trying to get done is how do you humanize and personalize the technology for their customers and at the same time internally digitize things so that our people can serve their customers better. And that's why Salesforce is so much so important, because it's both about our people as we looked at it, how we collaborate, but then about bringing value to our clients by using the Salesforce platform.

You know, one observation I've had and it happened again just last night is, you know, had a CEO of a major telecommunications company come to my office and we sat down last night and he's outlined in very specific detail his IT priorities, what he's doing, what he wants to get done, his vision for it. And it just seems like that the CIO more and more is really the CIO is the chief information officer is the CDO, the chief digital officer. That CEOs are really bringing, you know, that. That core component into their competency. Is that something that you see as well? Do you see more CEO interaction?

Absolutely. We see more CEO interaction and we have more CIOs coming to us and saying, how can you help me transform from being that really well run back office to driving the front office? Because that's what my board is asking for. That's what my CEO is asking for.

Yeah. Keith and I have talked about this now so many times over the last year that, you know, you know, I would say up into, you know, in his previous job and really in my, you know, up until recently, you know, we didn't meet with CEOs on a regular basis. Now it seems like all we are doing is meeting with CEOs, that these CEOs have taken control, command and control of the technology and the company, and they realize this is mission critical. You know, I always say every company is going to become a cloud company. They want to take on Salesforce's tech model and business model. It doesn't matter if they're an industrial company or a media company or a financial services company. Is that kind of the direction you think we're moving in the C suite?

Absolutely. I think it's a top priority for all of our CEOs. And one of the great things that we can do is we help them figure out what it is. Because a lot of those conversations are, I know I need a vision. I know we're being disruptive. We what exactly? You know, where's the roadmap for the future? And I think that's not going to change. And we're very focused on that, that shift in terms of who's buying.

Well, Salesforce has never been more excited about, you know, the future. And I know working with a great company that, like Accenture, that's working so deeply in the C suite, like we are of the world's most important companies doing it together. It's just a great partnership. So thank you, Julie, and thank you, Andrew. Really appreciate it. Mark, well done. Thank you. Thank you very much.