Salesforce and Slack | Meet the Slack-First Customer 360

Hey everyone, I'm Tamar and I lead product at Slack. Some legalese first. Some of what you see here may be forward looking, so I want to encourage everyone to please make your purchasing decisions based on products and services that are currently available. That said, let me tell you about Slack. Slack is where work happens. Whether it's working across teams and time zones, synchronous or asynchronous, in person or remote, structured or informal, Slack is the digital HQ for all businesses. Slack brings people and information together in channels, builds relationships with partners and customers. In Slack, Connect and connects your systems and people together with Slack workflows. Let's take a look. Here we are in Slack where it's easy to find all the people you work with, communicate directly with them and collaborate as a team. Channels are listed on the left hand side and can be created for any project, topic or or team. A channel is a space that has all the right people, files and conversations in one place. They're useful for so many things team communication, orgoid announcements, incident management, and so much more. Everyone knows exactly where to go for the information they need. One of my favorite examples is how we use channels for building new product features. Every feature has its own channel. All the people working on the feature, documents explaining the feature, and comments and feedback are in one place. It's open and transparent for anyone in the company to follow along, no matter what team they're in or where they are. Video, voice and screen recordings are also great to share in Slack. When working remotely, a video helps you have a sense of belonging. It captures nuance in ways that text alone can't. For example, in this design team channel designers often post video messages to show off new designs. People respond with questions or just encouragement with a video or in any format they want. Bonus points, doing this asynchronously removes the need for a meeting. Teams also communicate through huddles, a lightweight audio first way of spinning up a live conversation. In any channel, huddles create those spontaneous interactions you used to have at the office. Like after a customer call when you used to walk over to somebody's desk. Now you just jump on a huddle to debrief. Anyone available can join. And the best part? They're live captioned so it's accessible to everyone. And everything added to Slack becomes part of a searchable repository. That's right, all the conversations, information and people are searchable. Yes, even those video and voice messages. Slack search is a central place to discover all of the information when you need it. It also makes it Easy for new employees and team members to come up to speed. Slack Connect is a secure space that connects you with people outside your organization the same way you connect with teams inside your organization. For example, I share product plans with our Customer Advisory Board and they give me feedback in our share channel. From retailers to the world's largest financial services firms, over 91,000 companies are running their businesses on Slack Connect to work in a new way without all the planes, trains and automobiles. But communication at work doesn't just happen between people. We also work with data and other systems. A typical enterprise uses more than a thousand different software tools. Slack makes it easy to bring them together in one place. The Slack App directory has over 2,500 apps for you to connect into your channels. When I need to prep for a customer meeting, I frequently use the Salesforce integration to pull up real time customer information. I get what I need without having to ask anyone or schedule a meeting. Same goes for any type of app. From document sharing and web meetings to HR and budget apps. It's all there in one place without having to leave Slack. It's easy to use all of these systems and customize workflows for your unique way of working. With our workflow builder, you could add workflows to channels to automate tasks, for example, share updates, run a virtual stand up or moderate a live Q and A session, all without writing any code. Millions of people use workflows every day to streamline work and save time. As we like to say, when workflows, customer success grows. So that's a quick look at our product. We have an incredible vision for the future. That vision was built together with our customers and T Mobile is one of those customers. Today, nearly 100,000 T Mobile employees are using Slack with over 6,000 workflows and delivering for over 102 million customers. Now let's see how Slack and Salesforce work together. For that, let me get help from a friend.

Thanks Tamar. Let's do this. We've completely transformed customer 360 to be slack first. What that means is you can create workflows across any line of business, whether it's sales, service, marketing and more. IBM is using Salesforce and Slack to become more connected, more productive and more innovative. This is truly the future of work. Your digital HQ powering success from anywhere. Let's see the slack first customer360 come to life in a demo. Starting with marketing. IBM marketers use slack first marketing to be data driven, delivering effective campaigns and growth. Tableau operates on autopilot Sending pipeline reports for marketers to view right in their channel. And when a campaign needs a boost, teams are notified. They don't need a 30 minute meeting, just jump in a Slack huddle for a quick call. Here they make a data driven decision to create a video for the IBM data fabric product. And they need outside help to make it happen. It's easy to engage people outside your company, such as an agency via Slack Connect. Whether sharing briefs or documents or anything, it's all secure and in one place. Important items are bookmarked. No more time wasted. Searching for stuff in email and providing feedback is fun too. IBM uses emojis and react GS to respond. Even approve. My favorite is this dancing pony plus a good old confetti pop. Now sharing content is easy. And the best part? All of this is directly in Slack. No toggling between apps. All the work just flows with Slack First Marketing. When work flows, relationships grow. Now let's see how IBM sales teams are working in Slack. IBM reps start their day in their digital HQ with personalized daily briefs. They make the most of every minute with prioritized tasks, meetings and deals and any new important information from across the company. That new IBM data fabric video is out and creating buzz. The team wants to work on a deal strategy around this. Collaborating on accounts and opportunities is easy in the deal rooms. Deal rooms like this one bring together all the right people, files and conversations from across the organization for teams to work together. Think about all the people across sales, legal, finance, operations, product support, marketing and more that are needed to get deals done. Workflow Streamline these business processes. Here the IBM rep uses an exec sponsor request to speed up a deal cycle and workflows help with so much more. Meeting notes are automatically added, new contacts are automatically created and reps are notified of account updates. All in Slack deals are done in record time with Slack First Sales. When work flows, revenue grows. Personally I do love saving time to get more done and focus on speaking of getting more done. The team is over there working really hard. I should send them a pizza. And of course I can do that right in Slack. So easy. And you know what else is easy? IBM's customer service. IBM service agents use Slack first service. They spend their day working cases and solving problems for their customers across every channel. And what happens when they need to escalate for help? They use swarms like this one to work together and resolve issues faster. Expert finder identifies the right team members to add a channel based on their skills. No more guesswork. All the Necessary and related information like case status, metrics, customer details, history, the SLA and more are all in the swarm. From the moment a case swarm is started, the right teams are notified so they can take action. So check this out. Because we have a single view of the customer workflows, temporarily pause automated marketing emails and notify sales reps helping everyone put customers first. You don't want them getting a marketing promotion or a sales call during a case escalation. Right when everyone is working together with a single view of the customer, problems are solved faster and customers are happier. Case closed with Slack first service. When work flows, customer satisfaction grows. Now IBM's sales, service and marketing teams are working together in their digital HQ with a Slack first customer 360. They succeed from anywhere, keeping the pipeline growing, deals closing and customers smiling. Let's take it home with this big IBM data fabric deal right in Slack. With Docusign seamlessly integrated, the contract is signed, reps are reminded to keep their opportunities up to date and the deal is done. To put a bow on it, let's congratulate everyone and thank the teams right from the channel. Everyone shares personal videos with fun and flair. It's not just a win, it's a team celebration. Did someone order a pizza? You bet I did. How can it work for you? Check out the link. Thanks for watching. I'll see you next time.