Inspiring Extraordinary Customer Success with Salesforce
Alexandre Dayon, President and Chief Strategy Officer, Salesforce
Salesforce has by far become the largest and most widely-known CRM (Customer Relationship Management) platform. This unrivalled success is well-deserved due to the many incredible advantages and extensive resources that Salesforce provides for its users. In order to provide its hallmark ease of use, as well as to educate its customers on the excellent functionality, flexibility, and customization options that it offers, Salesforce has invested an incredible amount of time, money, and innovation in providing users with an outstanding array of resources. The interview excerpts containing the insights from Alexander Dayon, President and Chief Strategy Officer at Salesforce, briefly elucidate Salesforce’s widest range of applicability and effectiveness for the largest number of users.
As many people are working remotely in the wake of the pandemic, that has affected organizations in terms of how they manage their workforces with platforms like salesforce. What are the challenges you feel you have noticed within this space?
If I look at how Allianz has managed the transition to working from home, I would say there are a wider set of challenges than it meets the eye, as you need to be well equipped with the technology enabling the work-from-home system. For instance, facilitating a helpline that answers customer's calls. Since the major challenges that organizations face nowadays is centred around adaptability, Salesforce has an upper hand, you can access the system anytime, anywhere without hampering the productivity. When I look at other non-technology related challenges that we, as an insurance company have at the moment, is more around offering data protection. Across Europe and other areas, companies are implementing increasingly stringent data protection measures. As we are operating globally with customers from around the globe, with some of the regulations implemented, it becomes much more difficult to access the information around the globe. As a result, Salesforce effectively responds to this urgency as we have data centres across different parts of the world. For us, anything that provides data protection is something we can maximize, using Salesforce.
In terms of regulations that come into play, they are plenty and varies from country to country. Britain has its own set of rules now, thanks to an impending Brexit. How has that affected the workflow for you and how have you improved it with your technological understanding and the processes that you have leveraged to make such a project successful?
Working under the parentage of Allianz Care, a global health partner issuing international health insurance with a high number of customers based in UK. Subsequently, we faced a challenge few with Britain leaving the EU. As we couldn’t operate under EU anymore, we quickly needed find a partner in UK. Luckily we have the Allianz company that becomes the actual insurer for this. Hence, we had to transfer all our businesses from Allianz Care to one of our sister company which then enabled the operations of our businesses in UK. That, in itself was quite a cumbersome process of transferring policies, which proved to be quite strenuous on our back-end systems. The interesting thing is if you take a look at it through Salesforce, it is actually quite simple. Salesforce allows the much required flexibility that our back-end systems don't.
Salesforce Can Give You A Lot Of Things. The Offering Is Pretty Vast In Terms Of What Salesforce Offers Itself, And Also With Third Party Applications
