Herman Miller uses Salesforce to centralize customer data across the organization and enable real-time conversations through mobile apps and cloud technology. The company built custom tools like a facility evaluation app and created a shared knowledge network for sales and product teams to work together.
We have this overall philosophy that not only is more and more of our technology going to be in the cloud, but much more of our technology that we offer to our employees has to be mobile, it has to be social, and it has to be able to fly through different devices.
Working together with Salesforce, their purpose for being here is to help us understand our customer base more effectively than we ever otherwise could.
There was a long term solution which would be all around future, future proofing, saying we need a company that is going to not just grow with us, but help lead us to new insights.
New ways of working, not only in how we think of ourselves as connecting life and work, but how we think of ourselves as connecting to the lives and work of our customers.
Our mission is inspiring designs to help people do great things.
We've had the amazing good fortune of having several seminal moments in the course of our history that have redefined the course of design. With Salesforce, we're able to enter a new era.
Our business is becoming much more complex and we're seeking to add a lot more value to our customers.
The way we engage clients really starts with saying, how do we understand the social change your business is going through?
Where Salesforce is really helping us is in how we are rapidly able to, across our complex organization, share knowledge about a customer.
The speed with which we can get to our customers is. Is remarkable.
Having the mobile app is a huge, huge benefit to us. The spontaneity and the connectivity of being able to go right to your phone completely changes the paradigm.
We're not in one place, we're not static and we're out on the road in front of our customers having these conversations real time, our folks.
Being able to walk in to see a customer with the most relevant, most current picture is absolutely critically important. The mobile technology of Salesforce has gone to help us do that better than we ever otherwise could.
Having the SalesforceOne platform as a central area for us to connect with each other, we knew that that would be incredibly important.
To have processes that are unique to our industry available via our mobile device is outstanding. We can build this on the platform and it's available right away.
The SalesforceOne platform is most important in the ability to get beyond islands of data that we can actually go in and mine the information to create action items for us, our sales team, our product development teams. That to me is the ultimate win.
How a facility manager might be able to evaluate their space utilizing a custom app that we've created for them.
We are constantly not only putting out things like diagnostic tools. How do we help our sales force really understand what went behind our products?
Before you go into a given customer, you can search through our library of knowledge, insight, product information, and knock the ball out of the park.
We're starting to create a social net overall of what Herman Miller does.
I see folks illustrating how they won, why they won, sharing their successes, and all I got to do is stand out of the way and watch that all happen.
We're one voice, we're one team working together around a common aspiration for our customer. And it's just been phenomenal being a part of that community.
Sam.
