Boosting MedTech Sales Efficiency with Agentforce | Dreamforce 2025

We are super excited you are here with us today. Today we have an exciting presentation from Alcon and we are going to talk about boosting Medtech sales efficiency with Agentforce. Before we get started there, I want to quickly remind you about our forward looking statements. The gist of it is please make all your purchasing decisions solely based on products that's generally available. Now that we have gotten past that, thank you so much. Thank you everyone. Thank you so much for being here today. Thank you customers. Thank you partners. Thank you employees without which this Dreamforce will not happen. Without further ado, I would get started. I am Madhavan Vasudevan, Director Portfolio services at Salesforce and joining here with me today is Alcon from Sean and Akansha. I let them introduce themselves and take it away. Sean, the stage is yours.

Thank you Madhavan. So Alcon is the world's largest eye care company operating in over 140 companies with about 25,000 employees. And we have a very large sales force that spread across the world and, and they, and they actually have struggle with one common burden and that's entering their information into Salesforce.

And.

With that. My name is Sean Kondrachuk, I'm vice president of Business technology and I'm here with my colleague Akansha Sharma and I'll give you a little background on Alcon and quickly move on to Akansha And Akansha will explain how we've overcome that burden. But with Alcon to start off, Alcon has a history of about 75, over 75 years in eye care. Innovation in eye care, our global portfolio spans medical devices, the surgical consumables such as interocular lenses that you would place inside your eye if you have cataract surgery, advanced contact lenses or primary contact lenses and dry eye ointments and solutions such as sustain as well as pharmaceutical products as well, all supported by world class manufacturing in about 17 or 18 manufacturing locations around the world. And with that Alcon combines their global reach as well as the market leadership to drive innovation in eye care to meet unmet medical needs for millions of people around the world. And with that move on to the Elcon IT strategy. With the IT strategy we have a vision of what we call zero admin. And what zero admin is is an approach to radically reduce the administrative burden for our salesforce. And this will lead to increased number of calls but also even better, higher quality opportunities from the salesforce. So with that I'm going to hand it over to Akansha and Akansha is going to Share how We've taken our first step this year working with Salesforce to achieve this. 0 admin vision akansha thanks Akshan hi.

Everyone, this is Akanksha Sharma. I'm Salesforce Delivery head at alcon. I'll be talking about the pilot use case which we did with agent first. So our reps spend a lot of time on the field and with the doctors. They talk about any new products which we have, any equipments or any obstacles which the doctors are facing. With that being said, the reps spend they are very busy throughout the day. They move from one doctor to the other doctor. Traditionally before enabling this capability, after visiting the doctor, the reps used to log the details of the visit manually. As you can imagine, this delay could lead to a lot of misinformation or incomplete records and also a lot of manual efforts for the rep because they used to either do it at the end of the day or by the end of the week. With that being said, we started with a solution wherein right after the reps they walk out of the clinic or with the doctor and and they speak to the agent. They let the agent know about all the details they spoke during the visit and then the agent takes care of everything. They create the records, they update the records in real time. This solution not only have a huge impact on the time saved for the reps, but also on the data quality and the operational efficiencies. Now we'll quickly walk through the demo.

In this demo I'll walk you through how an AgentForce agent can help log your sales activities. The employee agent will allow you to create a new event, record a visit or close a deal. We will do this using voice to text on an iPad. Using the microphone icon at the bottom right, we'll be able to provide the input. Let's log a sales activity I just had with a doctor and provide some information about it to the agent. Luke Anderson from Clinical Hospital. I saw him in the theater for advice on biometry. We discussed the constants in targeting which I sent over some product information and loading video. I've arranged to see him in theater next week to support his next case with this lens. So I have provided the input and based on this the agent will collect all the information it requires to create an activity. There are some required mandatory fields I did not provide in my original request. It prompts me to choose the appropriate subtype for the activity. I will tell it to select Software upgrade. You also have the ability to manually click on the option and choose Submit. If the agent does not hear you correctly. You can edit the voice text and submit. It will now return all the information it has collected and break it out for you to review. I notice that it has chosen the wrong account name. It should be Clinical Hospital. I will use my voice again to simply tell the agent Clinical Hospital it will recognize the field should be changed and it has automatically recognized it and updated it. Now that the information is correct, I want to tell the agent to create an event. Please create an event. It will ask to confirm the details. Yes, I confirm and the agent will create the event. Once created, I click on the View Event link to view the details of the record. Reviewing the completed event, I see it was created under Clinical Hospital with the contact Luke Anderson. It is an event type of new activity. The status is completed and was conducted in the or location. Activity type is Product Support and the subtype which we were prompted for is Software Upgrade. Lastly, the comments have been auto populated to give the details of the meeting. This will help for any next steps and can be used for pre planning my next call with Dr. Anderson. With my activities updated, I will now create new opportunities using an agent. This process is as straightforward as creating activities guided by my voice. I'll begin by creating an opportunity for Saint Clinical Hospital scheduled to close within a few days. Using the microphone icon at the bottom right, we'll be able to provide the input. Let's create a new opportunity using the voice to text process. I will start by informing the agent that I want to create an opportunity. Create an opportunity under Clinical Hospital and close date is October 10th, 2025. By clicking on the send arrow, the agent will recognize we are building an opportunity and prompt us for some more information. It is asking whether this is a standard type or standard CPQ type of deal, so I will just say standard and submit. The next required field prompt will be to name the opportunity for this demo. I will call it Test Opportunity. The agent now has all the required information to create an opportunity and lets us review the data. We have the account name, Close date, deal type and opportunity name. As you become more familiar with the requirements of the agent, you can provide all this data in your first response. We have the chance to update any of the information or to confirm. I confirm to create an opportunity. Once confirmed, it will create an opportunity and send us a link to view the opportunity or give us options to create an event for a hospital visit or verify the user's country code. Clicking on View it will take us to the opportunity record and we can see the details we voiced to the agent have now been populated into the right fields. From here we can continue to update the opportunity through clicks or with voice.

Guys. Cannot hear me.

Can hear you.

Can.

Okay, so as you have seen the impact it has on our reps day to day life. They cannot only capture the information immediately but also accurately. With that being said, with the wonderful feedback we have gotten with this particular pilot, we are moving to the next step which is pre call. It's a two way enabled capability for the reps to starting from the call preparation to the visit outcomes. Now imagine while driving or while walking. A rep would be able to ask the agent, I am visiting this doctor, tell me more about it. And the agent gives all the information he needs for the visit before the visit. We are very excited about all the possibilities this is opening up for our reps. Thank you everyone. I'll hand it over to Madhavan.

Thank you. Great. It was an exciting presentation. Thank you Akansha. Thank you Sean for making it here. We have some time. We wanted to have a quick conversation with you. So why did you start with post sale activity and opportunity creation as your first use cases?

Yeah, it's a good question. Like I mentioned, our vision is zero admin and the vision isn't a one year vision. The vision is a multi year vision and we wanted to ensure that we proved out the technology first on something simple, something that we understand, something that we know. And that's why it was the pre call. And now we're going to move into the post call obviously which gets a little bit more complicated when you're creating additional actions. But let's prove the technology first. Working with our business and our sales force to make sure that we we've got something that actually works before we scale it out.

That's a great point there. Start with small workable solutions and then making it big. We don't need to boil the ocean guys. We start simple and we can make it great. That's great feedback. Thanks Sean. Now to you Akansha. What did you learn from this experience or the journey that you went through?

All right. I think we took a calculative risk and we moved really fast. We were able to get the phase when completed within a span of four weeks. But to get there there were a couple of things which we did ahead of time. Like we built the MVP scope, we looked at the global solution and we also thought about taking the reps feedback along the journey. It was a good journey but there were a couple of obstacles we faced like the unstructured Data. There were special characters in the account names which wanted us to stop and look through it again and investigate more. But we had Salesforce support along the way. So we were able to overcome all these challenges and I think now we know this was the first right step.

Thank you so much, Akansha. That was awesome. Thank you for the opportunity for us to partner with you in this. And you did mention about your challenges. Every project would have challenges. How we overcome that is the key to our success. With that said, Sean, back to you. Where do you want to take us next? What are your vision for the next steps?

Yeah, like I said, it's a multi year strategy. What we've proposed with the business is the vision will be a voice to voice. This is voice to text. We want to go pure voice to voice that we really have this agent that is working side by side with the rep all day, every day. Whether they're starting the day, just getting in their car, talking to this agent to say hey, tell me about the day. What I'm going to call on what are the new surprises that have come up with these accounts that I have to overcome? And even instructing the agent on actions to take potentially with those accounts to even to do the pre call planning obviously where I can do a voice to voice to even I see with the vision that I could be in a call. During a call an obstacle comes up or a question comes up from a doctor, then you could quickly launch the agent, ask the question, get the response. So it's a true side by side agent that is working with our rep, but we have to get to voice to voice in order to do that as well.

That's fantastic. You have a great vision and I'm so super excited to wait for. I can't wait until you get through all your goals there.

Yeah. And I think one of the key wins. We'll get out of this is is like I said earlier, we should increase the number of calls.

Okay.

But the data is the key piece. The accuracy improvement and quality of the data. The quality of that data should radically increase because the rep isn't waiting till the end of the day to enter their calls. They're not waiting till the end of the week, which a lot of them do.

Right, right.

End of the week to enter your call. And that quality of the data will radically decline the minutes or hours after that call. Right. So the quicker you can get that, reduce that latency between the interaction that happened and entering the data, the higher the quality of the data which will lead to better opportunities which will lead to better ingestion by the agents on that data to provide better insights in the future. So the rep not only gets the value of the time saved entering but the insights that he or she will get after the fact is.

Yeah, that's a good point you mentioned, Sean. Like, you know, because people will go to a call, you know, and then 30 minutes they're jumping somewhere they forgot about what the minutes of that reps move from one doctor to another. You know, they are busy people and you want to make things easier for them so that, you know, get the maximum value out of it. Yeah, perfect. Thank you so much. I think we are out of time. Thank you so much for being here and showcasing the Alkans adventure on Agent Force. Truly appreciate it. Thank you.

Thank you. Thank you for your support. Thank you so much.