The COVID-19 pandemic has exposed a number of vulnerabilities in how many organizations around the world do business. In order to adapt to this new normal, forward-thinking companies have adopted digital-first strategies at a record pace. But what defines a “digital-first” strategy?
A digital-first strategy is one where you approach new solutions and opportunities with the understanding that they will be as digital as possible. A good example of this is companies embracing new technologies like cloud, artificial intelligence (AI), and machine learning to automate and innovate operations. Because if we’ve learned anything over the past few years, it’s that companies that can’t adapt to a digital world will quickly be left behind.
And helping many organizations implement this digital-first approach is Salesforce.
Salesforce has helped leading companies from Paypal to Moderna to Southwest Airlines transform their businesses to stay ahead of the competition. Let’s take a look at how these companies are using Salesforce and how you can take advantage of a digital-first strategy to boost your business.
PayPal Delivers Digital Experiences with Salesforce and Slack
Online payment platform PayPal wanted to improve visibility and data quality to provide an all-digital employee and customer experience. To connect people and technology more effectively, PayPal turned to Salesforce Customer 360. With a 360-degree view of all customer data and interactions, team members have the right information at their fingertips to support and engage with customers.
As for its digital employee experience, PayPal uses Slack Huddles for its weekly real-time audio calls and Slack chatbots to respond to employee questions, IT tickets, and much more.
Moderna Goes Fully Digital with Salesforce
Moderna has partnered with Salesforce to embed analytics, AI, and automation across its value chain. The biotech company uses Salesforce Health Cloud to get a comprehensive view of its customers to personalize engagement and improve outcomes. Taking advantage of other Salesforce solutions like Einstein and Tableau customer relationship management (CRM), Moderna is able to analyze data across the company and use predictive analytics to make better business decisions.
Southwest Airlines Takes Customer Service Digital
Southwest Airlines knew that happy employees would translate into happy customers, but as the business grew, so did the caseloads of its customer service agents. Working from siloed systems and data meant their agents had to spend extra time accessing different tools to get a complete view of the customer. In order to create efficiency, boost employee happiness, and improve customer satisfaction, Southwest landed on Salesforce.
The results? Salesforce has allowed Southwest Airlines to consolidate several systems, resulting in a single view of customer data and less time needed to address customer requests. Many agent calls can now be handled through Chatbots, giving customer service teams more time to address complex issues and build customer relationships.
Ralph Lauren Grows Digital Presence with Salesforce
Technology has changed every aspect of our lives, probably nowhere more prominently than how we shop. Ralph Lauren understood that if it wanted to connect with the modern buyer, it needed to connect with customers in stores and online, which is why it chose Salesforce Commerce Cloud. The Commerce Cloud has helped Ralph Lauren grow its North American online sales by over 30 percent.
Build Your Digital-first Strategy
Being a digital-first company requires more than just surface-level changes—it requires you to rebuild solutions from the ground up. This can be a massive undertaking for many organizations, which is where Surety Systems comes in.
Our senior-level Salesforce consulting team can put you on the path to success by evaluating your current setup and creating a plan for your digital-first future. Contact us today to learn more and get started.
