Sales Cloud - Sales Cloud Engage

Hi, I'm Blake Markham, formerly with the Sales Cloud. I'm part of the Sales Cloud extended family now. I'm responsible For Pardot's our B2B marketing automation solution and I'm responsible for the product and the user experience. So I'm excited to be here today and to talk to you about our new Sales Cloud Engage product.

Excellent.

So I'm going to talk to you today about Sales Cloud Engage. So Sales Cloud Engage is a brand new product and what's really interesting is if you look at business to business marketing automation and the solution that Par Dot provides, it's really all about making marketing and sales work together well. And we do some of that with Pardot. But what's great about this new product is it's really delivering on that promise to make the salespeople really successful with the content and the tools that marketing is providing. So Sales Cloud Engage is kind of composed of two main pieces of functionality. The first is to be able to send emails out to your customers and to your prospects and to do that to one customer or many customers. But the key here is to use marketing approved content. So you're not just going off the rails, going off message, you're sending things that you're on brand, you're on message. You're sending things that the marketing team is comfortable with and won't make them squirm. So that's going to help you have, you know, drive engagement, help nurture your prospects. The second piece of functionality is around understanding that prospect's activity. Are they engaging with that content? Are they clicking links, are they opening emails? Helping you understand when you can strike when the iron's hot, when you can have that timely conversation with them. And all this really just helps you sell faster. It helps accelerate that pipeline. So we can get to Meredith's lead convert feature, because that's what we want to do, right? So there's kind of three things that we do around just engaging from anywhere. If you think about the places that salespeople are, they're spending time in the sales cloud, they're spending time in Gmail and other email clients and they're spending time on their phone. And we want to be in all of those places. But one of the things that we do is really just let them market and sell faster. So how can they just get up to the information? The stuff I talked about around just getting those activities, those actions, those clicks, and also understanding how they're doing. So how are these campaigns working out? Are they resonating with customers? Maybe One email template is working out better than others, so that maybe adjusts my behavior on what I send. And here's the slide I was talking about earlier, which is the three places that we like to engage from, which is the sales cloud, the email client, and the phone. So I think with that I'm going to jump into a demo. So I'm going to start out in the sales cloud and I'm going to go to my lead list. So I have a list here of Par leads. And what I can do is if I want to interact with all of these leads that have just been passed to me from Pardot, I can just select all those and select Send Engage Email. So what this is going to bring up is, is a user interface that's really tailored to this experience for a salesperson. It's going to give me a couple different capabilities here. One, I can actually just send a normal email if I want. So maybe I do want to send a more personal, handwritten note, but I still want to get all the goodness that Pardot provides. So the tracking, the open rates, all that good information. But what's really powerful is to be able to see the templates that marketing has provided. So it's important to note here, if you use Pardot and you're familiar with Pardot, Pardot is pretty flexible in that you can control the permissions, what templates certain users can see, and we respect all those permissions. So these are the templates that have been made available to me. And I'm going to pick. I'll just pick the user group meetup here. So you'll see here, it's confirming at the top. This is going to go to seven leads. I can preview the content, I can maybe edit the email and add a personal signature if I want, just to give it a little more personality and then I can send it. So, great. So that's been sent out. So now the next thing I want to do is understand how are people engaging with that content? Is that resonating with them? So the second part of the sales cloud functionality is the Engage Reports capability. So if I go to Engage Reports, I can actually see how many emails are getting delivered, how are they getting opened, Are they being clicked? I can do things like scroll down here. I can see the different templates and the success rates of those templates to help me understand what's working in my customer base. I can also use this information to give back feedback to marketing and say, this really isn't working for us. Can you tweak this Great. And then the final thing in the sales cloud I want to show you is Engage Alerts. So I talked about striking when the iron's hot and really having that timely conversation. And Engage Alerts does just that. So this is bringing in all my assigned leads and contacts, all their activity up to the minute. So you'll see down here, I have Charlie Fong here. Looks like he just clicked that email, so that's a good thing. And I can drill in there and see what's going on with Charlie. I can see a little bit about him. He's got a huge score. Probably should pick up the phone and call him. But what's really important here is it's not just the activity with the engagement that I'm providing to him, it's the activity that he's. That we're seeing from all of Pardot. So if marketing is running a nurture campaign or he's involved in, he's filled out a download form for a webinar, white paper or something like that, we're going to see all that activity here. And what this helps me do is when I talk to him, one, I know he's interested because he just opened my email. But when I talk to him, I can have a more relevant conversation. I know what's important to him. If I want to jump into his record, I can do that. So I talked about three areas. The second thing I want to show you is the email templates from an email client. So I'm going to jump over to Gmail. So Gmail is a place that some salespeople spend time in doing their email. And we want to be where the salespeople are when they're working in Gmail. So you'll notice there's this little cloud icon down here. So this is actually the sales cloud Engage Chrome extension. And when I click on that, if I want to track clicks and opens in this email, all I have to do is check this box. The cloud turns green and I know or turns blue and I know that that email is going to get tracked and all those metrics I just showed you are all going to get captured. So really powerful. And then the other thing that's interesting is being able to actually use those templates right from within Gmail. So we want to really reduce the friction for a salesperson so that when they're in the place that they're comfortable with and used to working, we provide as much capability as we can. So it's telling me it's going to erase my message and there it is. So there's the template, just like it looked in Sales Cloud. And when I send that out, I'll get all the great capabilities that I talked about before. Wow. And then the third thing I want to show you is the mobile capability. So if we could switch over to the mobile demo. So here I am in Salesforce one and if I go into the left nav here, you see, I see I have an app called Engage. So there's the Sales cloud Engage feature. And what this is going to show you is basically it's those Engage alerts but formatted for the phone. So I get this, the same list, my assigned leads and contacts. I can scroll through and see everything that's going on. It's sorted here in descending order. The most relevant piece of information being right at the top of the page. I can just expand these and see what is Charlie doing. So there's that same information I just showed you. I can also drill into Charlie's record if I want to learn more. If Charlie had a lot of activity here, I know this is an area that's near and dear to your heart. I have my marketing actions so I can see all the information that, that he's working on or that he's been engaging with alongside my standard sales activities. And then the last thing I want to show you is just the ability to further engage with them. So let's say I call Charlie and he says, you know, I am really interested but it's just not a great time right now. I need you to follow up with me. In a month I can do something like add him to a nurture list right from the phone. So a great on the go feature maybe. I've just finished up a phone call with him, so I'm going to click add to nurture list and this is again that sales and marketing working together. Marketing has worked really hard and been really diligent to put together these nurture programs and these lists for me. I can say, you know what, I'm going to put him on a 30 day nurture and that's going to start sending him relevant content and thought leadership. And then hopefully the next time when we're ready to have a conversation, he'll be that much more ready to buy. Wow. So that's Sales Cloud Engage.

That's Sales Cloud Engage. And that's incredible. I mean, at this point with the things that you're showing us, we're enabling sales to enable marketing to enable sales. I mean there is just such a constant stream of information passing between one branch of the company to the other. And I think we all know that in order to succeed in today's business climate, I mean, that's the level of intelligence you need to be able to generate.

Absolutely. And I should make one more note on the availability. So this is available today. It is available as an add on. So it's something that you can add on to a sales cloud license. You do need to be using Professional Edition and above, and you also do need to have a Pardot license as well, but any edition of Pardot. And if you need more details on learning more and you want to find out about how you can get a hold of this, please talk to your account executive.