Dell Technologies + Salesforce | Scaling to Meet More Customer Needs in Less Time | Success Anywhere

Many people know Dell as the company that makes laptops, but Dell Technologies provides everything from solutions in the data center to software that makes it all run effectively. And we ship products and service solutions in over 150 countries. Dell also does a lot for the broader Austin community, whether it's the Dell Medical center or one of my personal favorites, Austin City. While people couldn't see live music, ACL made their archives available digitally, which was something that Dell Technologies was a really big part of.

When the pandemic hit, 150,000 employees pivoted immediately to working from home. My dogs love it. They think it's great that I'm home all the time.

Everyone was using Salesforce when they were in the office and when they went home and everything was changing around them. We still had the same structure and process and ways of working. We could innovate very quickly to deal with the issues that we hadn't faced before. The customer success team has been with us on that entire journey. We've been really appreciative of the great talent that Salesforce has had working alongside us.

So we pivoted to look at how do we make Salesforce more productive for our sales organization, knowing that they couldn't go and meet with their customers.

At Dell, the customer is at the center of everything we do. Having a 360 view of your customer helps you grow the relationship because you can see the customer across their life cycle.

The business continues to evolve. People expect more. They want every interaction to be not just digital, but frictionless. And they really want a rapid response. Having a single source of truth and having a single pane of glass into that source of truth. You can make a decision versus requirements, requesting it, getting their reports, bridging it together. The best case, you're talking hours, but you're probably talking days versus having information at your fingertips. Super important.

I have two great companies. I work at Dell, but I love Salesforce and I think that they're just as dedicated as the Dell team is to see us being successful.

I don't think we'll ever be done because we keep raising the bar. We're still in a digital transformation.

Incredible story and I love how their quarter end sales process, those Systems performed like 67% better and how they have 17,000 service agents from working remotely. What an incredible company Dell is and has incredible leadership. And we are so lucky to be joined here today by Jen Felch, who is the chief Digital officer and CIO of Dell. Welcome here today. I'm so honored to be here with You.

Thanks for having me. Thanks for having me. And welcome to Austin.

Yeah, I mean, the greeting has been incredible. Thank you so much. So how can we as Salesforce, what have we been doing to help you and support your goals as a Chief Digital Officer?

You know, at a high level, the goals that I have are really quite straightforward. One, help to transform our current business, streamline, make it really efficient and compelling and. And support our growth in our as a service business with Apex. And at the heart of both of those is creating compelling experiences for our customers as well as our employees. So through Salesforce, I think there's the idea of having the common platform that our employees have information at their fingertips, whether it's the sales organization, whether more recently, the service organization. And our marketing teams, they can be really responsive to customers. And from an IT perspective, I mean, I get to retire a lot of old stuff. Right. We move it to Salesforce, we create a great experience for our employees. They can support customers and we get a streamlined environment on the IT side. So it's been a really great relationship and really important to achieving our goals.

And so you shared. I loved how you talked about your service organization. How has that customer support, service organization been part of your transformation?

Yeah.

So our. I think if we're talking about how the Salesforce, the customer success team. The customer success team has been on this journey with us, starting from our sales implementation with sales cloud. And they're really powerful in terms of we like to push the envelope. Sometimes we have our own ideas about how we can do things, and they're with us on that journey to either give us great guidance more recently, looking at all of the data that we're accumulating and how we can use it more effectively to support our customers. So we really look at the customer success team as being part of our team, providing a lot of great guidance and insight on the journey.

Well, Jen, thank you so much for being here today and thank you for welcoming us into your hometown here of Austin and for being such an incredible leader and an incredible female leader. I have to say to tech, I mean, that is such an inspiration to me and to everybody watching. So thank you so much for joining us here.

Thank you.

And now we get to see more of this innovation in action with our VP of Product Marketing, Dana Cherry. Dana, take it away.

Yeah, thanks, Sarah. I'm here at astroforce Games to see how Dell is using Salesforce to help them level up. Lena is the director of game development and she's about to kick off the creation of their Most ambitious game ever. She knows their current hardware and data storage technology is slowing them down and they'll need more robust solutions to power virtual reality production. Lena's researching what technology is best for her studio's VR work. She's excited to learn that Dell's precision workstations can handle complex VR modeling. So she heads to their website to learn more. Game's about to start. Let me show you how it's done. Nope, I'm gonna get you again. Lena is looking for inspiration for the game. She's researching solutions for their technology needs and has been chatting with friends in the industry about how they work in VR. Looks like she can check inspiration off the to do list. Also, her friend in the know just got back to her with some Sage VR advice. While she's in the app, she sees a very relevant ad. Wait a minute. How does Dell know that Lena would be interested in this event? Well, marketing Cloud enables Dell to use their data with customer consent from any source, like Lena's earlier engagement with Dell content to deliver targeted ads to prospects with wherever they are and capture more leads. Lena registered for the event without ever leaving LinkedIn and the information she's providing is pulled into Salesforce so Dell can create even more personalized experiences for Lena. While the team is hard at work developing the new game, Lena is checking out how the other games handle water simulation. Here we see Marketing cloud at work again, using each of Lena's previous interactions with Dell to personalize the next. Dell is meeting Lena where she is Once again the Customer 360 platform connects Lena's experiences across marketing and sales, so her journey with Dell continues seamlessly for both her and sales reps like Blake. With Sales Cloud on her mobile phone, Blake simply picks up right from Lena's last marketing engagement. Thanks to Customer360 platform. All of Lena's customer data, no matter where it's coming from, is is unified into a single profile, providing Blake and all Dell employees with a complete view of Lena Einstein. Lead scoring ensures Blake is prioritizing her time on the leads with the highest conversion potential. Here, artificial intelligence is using Lena's previous marketing engagements to assign Lena a score of 87. And knowing Lena just attended the Dell event, Einstein recommends that Blake reach out now.

I'm glad we can help.

I can't wait to play Trailblazer Rapids. Good luck. Can't believe we finally did it. Astroforce Games has grown quite a bit since the launch of their first VR game and so have their data storage needs. Lena is all about self service. So she reaches out to Dell via chat. Einstein processes the conversation to identify and surf a relevant knowledge article to the service agent. With chat, case details, customer data and intelligence, all integrated into service cloud, the agent can quickly get Lena the answer she needs. Case closed. By uniting marketing, sales and service on the Customer360 platform, Dell makes it simple for their employees to deliver customer success from anywhere. And you can too, with the world's number one CRM. All right, I better focus. Sam.