bienvenida delegación de iberia- casos de éxito
TRANSCRIPT
Salesforce Iberia Blaze Your Trail to Success with
Enrique Polo de Lara, Country Leader
Delegación de Iberia 249 total
137 Clientes
65 Empresas
68 Partners
44 Empleados
Leadership Team Iberia
Enrique Polo de Lara Iberia Country Leader
Ernest Calvet Area Vice President
David Nuñez RVP
Alejandro Romero RVP
Fernando Ranz RVP
Alberto Azerrad RVP
Francisco Gil RVP
Fernando Garrido Director,
Success Manager
Ana Vertedor RVP
Alliances and Partners
Javier Iglesias Senior Director
Solution Engineering
Mildred Laya Senior Manager
Marketing
Leadership Team EMEA
Arsenio Otero Senior VP
Business Operations EMEA
Antonio Rumeu Regional Vice President
BVS Strategic Advisory EMEA
Pau Contreras VP, Strategic Innovation
Silvia Leal
Javier Piedrahita
Press and influencers Delegation Iberia 2017
Jorge Urrea
Javier Pérez Cortijo
Rosa Jiménez Cano
Thanks to our Partners Sponsors 2017!
Emerald Platinum Gold
Agenda
Salesforce Iberia Welcome Enrique Polo de Lara
Agenda overview Nacha Martín, Mildred Laya y Javier Iglesias
Customer 1: Liberty Maribel de la Vega
Customer 2: Sonae Worten Paula Figueredo
Customer 3: Sacyr Victor de Avila
Customer 4: Affinity Leo Van Ooijen
American Football Intro Alex Garfio
LOGISTICS 49ers Nacha Martin
Agenda Overview Nacha Martín, Mildred Laya &
Javier Iglesias
Natalia Bruno + 34 672 659 353 [email protected]
Nacha Martín Antón +34 626 021 310 [email protected]
Clara Cea Collado +34 678 492 092 [email protected]
Mildred Laya +34 699 972 646 [email protected]
Danielle Rouse +34 672 152 451 [email protected]
Your team in San Francisco
Gracias a nuestros partners patrocinadores
16 partners
68 asistentes
Delegación de Iberia 249 total
137 Clientes
65 Empresas
68 Partners
44 Empleados
Iberia Networking Tour Agenda
SUN 5 MON 6 TUE 7 WED 8 THU 9
• Welcome Breakfast • Success Cases • Keynote American
Football expert
Match NFL: 49ers & Arizona Cardinals
• Cocktail • Delegation Dinner:
Superheroes Party
RUNNERS CLUB DAILY SESSION
• Sponsored Breakfast • Success Cases
Session
GDPR session: Lien
Ceulemans
Marc´s Keynote
• Cocktail • Delegation Dinner:
Fort
une
CEO
Ser
ies
& E
xecu
tive
Sum
mit Breakfast
DF program
Fort
une
CEO
Ser
ies
& E
xecu
tive
Sum
mit
Equality EMEA
Breakfast
DF program
General Breakfast
Sponsored Wrap Up Breakfast
• Cocktail • MasterClass:
Rand Hindi • Delegation Dinner
Departure to Spain
08.00 11.10 19.20 20.00 21.00
Day 1: Saturday, November 04th
Focus on understanding the Dreamforce experience and the IBERIA delegation program
Hotel Fairmont San Francisco This timing suggested just apply to people travelling with Iberia group from Madrid and Barcelona to San Francisco.
Hospitality Room available at Fairmont lobby everyday. Garden Room
Arrival day
Day 2: Sunday, November 5th
RunForce Club Early Beginning
08.00 Welcome Breakfast Sucess Cases Sessions
Welcome breakfast: Salesforce and partners sponsors. Venetian Room. Hotel Fairmont Daily agenda at a glance + Customer Success Cases What about American Football? Alex Garfio and Javier Benavente. AF players
10.15 Transportation to Levi´s Stadium
Transportation to Levi´s Stadium in Santa Clara
12.00 16.00
Match NFL NFL: 49ers and Arizona Cardinals Levi´s Stadium Santa Clara Lunch Rest Michael Mina
19.00 Cocktail Everis Cocktail hostess by Everis. TERRA GALLERY Full delegation Dinner. Superheroes Party (photocall, food stations, comic, live music, etc.) 20.30 Cocktail cena
Welcome and Innovation Day : Focus on leisure activities but with a MasterClass of a business celebrity in a “trendy” venue
Day 3: Monday, November 6th
RunForce Club Early Beginning
07.30 Transportation CityClub
Sponsored General breakfast. CityClub SF Daily agenda at a glance + Salesforce pill + Customer Success Cases + Partners speech. CityClub
08.00 Sponsored Breakfast Success Cases Sessions GDPR Session
GDPR Session: Lien Ceulemans
11.00 Dreamforce Sessions Get your Official Dreamforce badge. Moscone Center DREAMFORCE: 15.00h Marc Benioff´s Keynote
19.00 Cocktail Deloitte Cocktail hostess by Deloitte
20:30 Cocktail cena Delegation Cocktail-Dinner. FOLSOM FOUNDRY
Success Case Day and Marc´s Keynote
RunForce Club Early Beginning
07.00 Welcome General breakfast. Room Venetian. Hotel Fairmont
8.30 Breakfast Daily agenda at a glance
09.30 Dreamforce Sessions
Keynote Michelle Obama DREAMFORCE SESSIONS
18.00 Dreamfest and Concert
Day 4: Tuesday, November 7th Inspiration Day : Focus on understanding the next step of critical industry
Day 5: Wednesday, November 8th
RunForce Club Early Beginning
08.00 Welcome General breakfast. Room Venetian. Hotel Fairmont
09.00 Breakfast Daily agenda at a glance
09.30 Equality Day & Dreamforce Sessions
EQUALITY DAY AND DREAMFORCE SESSIONS
19:00 Cocktail Accenture OHANA ROOM: Exclusive space for VIP customers in Salesforce East Building. Floor 30th and 27th • Cocktail hostess by Accenture • MasterClass: business celebrity. RAND HINDI • CBU • Service Cloud • Special customers group • Delegation
20:30 MasterClass
21:30 Cocktail cena
Rand Hindi @randhindi
Artificial Intelligence- GDPR • Dr. Rand Hindi Ph.D. is the Founder of Snips. He was a European Venture
Partner at Newbury Ventures. • He is deeply involved in the European tech and social entrepreneurship
scenes, having founded Univators. • He co-founded Planet Ultra. • He worked as a consultant in algorithmic trading, and created a personalized
diet using machine learning, which he successfully tested on himself. • He is the France ambassador for the Sandbox Network, a jury member in
tech competitions, and a multiple hackathon winner. • He is an entrepreneur, bioinformatician, and algorithm architect. He holds a
Ph.D. in Bioinformatics and a B.Sc. in Computer Science from University College London; and two additional graduate degrees, from Singularity University in the Silicon Valley, and THNK in Amsterdam.
Day 6: Thursday, November 9th
RunForce Club Early Beginning
08.00 Sponsored Breakfast Success Cases Sessions GDPR Session
Sponsored WrapUp breakfast, meeting all the delegation in one single breakfast room. Room Venetian. Hotel Fairmont Daily agenda at a glance + Partners speech
15.00 Leaving San Francisco
Shuttle to Airport
RunForce Iberia Delegation 2017
Daily session: 06.30am to 07.30am
From Sunday to Thursday
Runners and Walkers
Healthy and funny
Run a race close to hotel
If you want to join, contact: [email protected] and [email protected]
Quip: Collaboration tool
Collaborate on the Bitácora
The more participation the better
Using your mobile phone
Activity tracker for Collaborators
Customer Cases Javier Iglesias
We needed: Consistent operations: Channel integration Service 1:1 Proactivity with customers and resellers Integrated physical and digital communications
* Salesforce has been the accelerator for channel integration, simple solution with fast deployment. The ecosystem is strong and functionally very powerful
“We have improved the customer and reseller experience ”
Maribel de la Vega, CIO
Future Projects, Numbers and Results
Agents
Months deployment
Development Speed
Direct Sales NB Communications
Functional Optimization Communities
1,300 5 2
Market Leader in electronics retail in Portugal, challenger in Spain
Vision: be a digital retailer with physical stores Mission: offer the best of technology at the best price, with the best service Loyalty Program: 3 million registered customers in Portugal (of a population of 10M)
Focus on the Customer Experience:
Deliver against expectations
Delight
Know the Customer
Anticipate needs
4,900 employees
180 stores in Portugal and
50 in Spain
SEPTEMBER 2016
Inadequate answer to
Worten’s needs
Customer information dispersed in
multiple platforms Manual processes for data extraction,
transformation, customer
segmentation
Manual analytics processes
Impossibility to micro segment campaigns and
evaluate results in a timely manner
Time consuming, complex and error
prone processes
Different providers and platforms to
manage communications
MARKETING CLOUD IMPLEMENTATION
8 Months
Agile Methodology Pre Game +
3 Waves Integrator on site
Iberian Team 15 people including
integrator
Channels consolidation
Email + SMS
Surveys
Customer Journeys
Data integration &
consolidation
Reporting
75M emails per year
30M SMS per year
+50% incremental contacts
CUSTOMER PROGRAM Campaign
Management System
CRM System
Review and Simplify
Customer Processes
Analytics & Insights
Customer DNA
Manage all outbound contacts with our customers. Be RELEVANT
Centralized customer interactions and processes management. Be AGILE and CONSISTENT
Provide the right answers and the right support to our customers. Be DEPENDABLE and EFFICIENT
Mathematical and Statistical processes to produce insights.
Be SMART and FORWARDTHINKING
Centralized database with all relevant customer data.
Be ACCURATE and TRUSTWORTHY
NOW
SINGLE CUSTOMER
VIEW
Consolidation of platforms
and channels
Operational efficiency
Integrated information
Online & Offline
Enrichment of Customers’ knowledge
Communication relevance and
personalization
Pre defined reports / Results analysis
LESSONS LEARNED
• Interface between Marketing Cloud and Wave Analytics still not fully functional (solution on its way)
• Critical to take full advantage of the system
• Allocate time in all teams involved to support project’s activities
• Include people with the right skills in the team (IT, business, etc..)
• Ensure required data is available (integration)
• Ensure architecture definition to support full program
• Event Processor implementation to support real-time decision making
• Data Repository will be used in all Customer Projects
Analytics Foundations to
Customer Program Internal
Commitment Change
Management
• Align project’s expectations with the entire company
• Change processes internally and define new business rules during implementation
NPS
SALES
Customer centric communication
Time to market Personalization
Actionable insights for future campaigns
1 TO 1 Relationships with our customers
Sacyr usa Salesforce para mejorar su operativa de desarrollo de negocio Proyecto iniciado en Sacyr Industrial y Valoriza Agua con vocación de extenderse a todo el Grupo
Gestión de las oportunidades comerciales internacionales, seguimiento en sus distintas fases con dispositivos de movilidad , herramienta integrada con sistemas de gestión de riesgos y contratación
Proyecto finalizado a tiempo con hitos bien definidos y compartidos con Stakeholders clave
Interesados en explorar capacidades de Salesforce en Facilities Management, Smart Cities, IoT, IA
“El proyecto Client 360º y Salesforce dotan de transparencia y facilitan la colaboración corporativa” Victor de Ávila, Director General de Estrategia y Desarrollo Corporativo
Proyectos Futuros y cifras
Expansión a Sacyr Construcción
Creación de Sinergias
Expansión a Valoriza Plataforma Corporativa
Inteligencia Artificial para el análisis de datos
Aplicación para DN y contratación
Mes para desplegar en nuevas divisiones
Divisiones del grupo en Client360 1 1 3
CRMAffinity
SalesIntelligence
Mobility
Innova6on
Customer
360º
Service,Sales,
Marke6ng
Sexy
Solu6on
*****
Partner
*****
1IntegratedplaForm
Mul6channel
andSocial
Salesforce will allow us to adopt quickly to new technologies, methods and trends in a fast changing world of communication channels and devices.
“We have chosen Salesforce to construct a CRM that allows us to sell better and more, with efficiency and intelligence”
Leo van Ooijen, Director IT
Industry: CPG Segment: Petfood
Future Projects, Numbers and Results
! IT Dependent
" Ownership 50 Users active in
< 2 weeks
0 incidents
Customer Service Spain Sales Mobility Marketing?
Portals?
1
Intro American Football
Javier Benavente & Alex Garfio
