Ladies and gentlemen, we are excited to share the latest Salesforce innovations with you Which means we may talk about future looking products and services Because future looking statements are inherently subject to risk and uncertainty, our reminder is that you should make any purchasing or investment decisions based on products that are currently commercially available >> Lightning, it’s more than a new user experience It’s the next level of Salesforce that everyone wants [MUSIC] >> Hello, my name is David Gore, and I’m the Senior Salesforce Administrator and CRM Manager for Assurant I can’t say enough about our experience with upgrading to Lightning >> Lightning experience makes my job easier, because it’s a modern UI that my users love >> Because building Lightning features can now be made dynamic using component visibility filters >> Lightning experience makes my life so much easier, because the flow just leads my customers step by step >> Lightning experience makes my job easier because I can quickly create apps for any role or rep type in our sales organization [MUSIC] >> I’m so jazzed to be attending Dreamforce for the first time this year The one thing you need to make sure to do at Dreamforce this year is attend the Lightning keynote if you’re planning on making an implementation >> There will be sessions on new features and functionality, road map items as well as customer stories detailing their transition to Lightning, and all the steps it took for them to get there >> I’m just so, [SOUND] to be back at Dreamforce The most important thing you can do at Dreamforce this year is make friends with a Lightning champion who will show you what a snap your transition can be >> I would like to say that the most important thing that you have to do at the Dreamforce is, do not escape the Lightning keynotes >> Come get struck by Lightning [LAUGH] >> Lightning now! >> Lightning now! >> Lightning now! >> Lightning now! Get off my porch before I call the admins on you [MUSIC] >> Ladies and gentlemen, please welcome EVP product Salesforce, Mike Rosenbaum >> [APPLAUSE] >> Hey, everybody >> [APPLAUSE] >> All right, welcome to Dreamforce, welcome to the Lightning keynote And just in case you’re wondering, you will not escape the Lightning keynote, right? You’re here until we successfully motivate you, train you, get you fired up, and equip you to make this transition to Lightning It’s kinda funny, I was going to ask, how many people, first time at Dreamforce? I can hardly see you, the lights are so bright Holy cow, wow, that’s like 30% of the room Well, welcome to Dreamforce for the first time It’s very exciting actually for me to give you this advice, the rest of the people in the room probably already know this, this is it, right? You’re checking off the most important box in the entire week right now >> [LAUGH] >> Right, you’re like, I’m coming to Dreamforce, I’m gonna learn how to do Lightning We’re gonna get that Lightning project done, there it is One hour from now, and now you’ll just be able to party with Metallica And have fun at all the stuff and just enjoy the rest of the week, so, welcome to Dreamforce All right, I want to start just like we do every presentation by saying, thank you Thank you for coming, first of all, standing room only, that’s great By the way, fastest keynote to sell out this year I think we beat the Admin keynote, which was great, so thank you for coming But also I want to say thank you for all of the feedback and the passion and the motivation that has gone into this project Me and a bunch of the people that you’re gonna talk to today, we’ve been working on this for years And it is the feedback that we get from the community of admins and users and developers that really motivates us, right This is pretty unprecedented, what we’re doing with Lightning in terms of enterprise software Is completely transitioning this platform and completely transitioning the user interface on the fly for hundreds of thousands of people and millions of users That’s fun, it’s hard But your feedback, and your ideas, and your participation in this project and in this process has been phenomenal, and I wanna say thank you for that And I would say that basically, it’s worked, right Your feedback has made Salesforce better I’m not gonna detail everyone of the hundreds and hundreds of features that we’ve been able to add to this product But it’s all because of the things that you tell us Literally this morning we were talking about the true to the core session and looking at the list and saying, can we get Recycle Bin done, right? Can Recycle Bin be added? And it is because of the feedback that we get from you and the ideas that we get from you that enables us to make this a better product, so keep it coming, okay? Continue to be part of this process for us, okay? And I would say, in general, for the most part it works Salesforce is better in Lightning
Actually, I shouldn’t even quibble It’s a 100% true All of you know it Ask somebody Grab somebody Say, do you have experience with Lightning? Have you done it? Has it work? Did it deliver, right? 25% increase in productivity And we’re gonna go through all the characteristics, but at the end of the day Salesforce is better in Lightning, okay? And I love this statistic, actually I love it, it’s my job But what I really love more are the actual customer stories, the actual real people that are behind that statistic The things that add up to 25% of the overall Salesforce is more productive It’s made up of thousands and thousands of stories like this, right? Lindsay Miller at Aspect Software, 21% improvement in closed rates, and here’s the reason why It’s because great sales team, super sales team, the best thing about great sales teams is they like to make stuff up as they go along, right? No consistent process, okay? So she saw the path, she saw Lightning, she saw opportunity in that path, and she said wow, this is it This is our opportunity to create a consistent enough sales process, that we can get everybody on the same page We can roll up the information effectively, and we can drive an improvement in close rates Tuff Shed is one of my all time favorites, okay And here’s why When we did Lightning, when we rolled it out for the first time, we were paying really really close attention to the top customers that were using it and rolling it out And Tuff Shed was on that top list for months and months And we were really paying attention to what they were doing and how they were using the system They may not actually know that, but we were watching how many people logged in and all that It was great, okay And Steve, thank you very much for sharing the story with us Basically they used lightning to replace, or augment, or do a better job of a somewhat struggling CRM implementation And I think that’s kind of the story of a lot of Lightning implementations is, hey, we’re having a hard time with adoption, what can we do? Let’s take this opportunity to reinvent the user experience, listen to people about what they want, and take a reset on that implementation And look at that, almost 400% improvement in sales activity And what I tell people all the time, it’s the value of Salesforce, the value of CRM, it’s completely correlated to user adoption and how many people are using it, right You guys are gonna see voice, on stand voice, all about user adoption It’s all about getting more information into Salesforce And 388% improvement In the activities that are captured because of Lightning, that is a success, okay Last story, JLL Nanna banana, thank you very much Nanna Greg and Marshall King, here’s their story, which I absolutely love Because it kind of correlates to the reason a lot of you are in the room today They didn’t jump on Lightning in that first release They sort of waited They said is this thing really ready for us? Are we gonna wait for a few more features? Are we gonna let it settle a little bit? But when winter 18 came out, when that release hit, they said, now’s our opportunity And then the characteristic that they really loved was the ability to create custom maps in lightning So there are four different business groups each of which has unique characteristics, unique requirements, unique layouts And they’re using that to be able to create a custom experience for each one of those four groups and it really drives us their productivity, right? What I love about this story is they did it completely declaratively, all point and click, four custom applications, optimally designed for exactly what their users need, okay? So here’s what we’re gonna do I told you before, we’re gonna motivate you, we’re gonna equip you, we’re gonna give you everything that you need to It’s a really simple path, here we go, this is it, three steps, right? We’re gonna help you build the business case, because this is not free I will tell you that right now, it takes work and effort, and you need to think about this, and there is a plan We’re gonna help you roll out the experience because this is change management You are gonna move some things on some people and they’re gonna be confused and then you’re going to work through that and we’re gonna help you figure out how to do that effectively And finally, we’re gonna allow you to unlock the value We’re gonna enable you to understand what it is we’re trying to do with this framework and really help you create a Salesforce that sing, okay? And so, here we go, first one build a business case, and I would like to now welcome up on stage Shannon Duffy, SVP of Platform Marketing, Shannon >> [APPLAUSE] >> Thanks a lot >> So I love my job and I love my job because I get to meet with all of our customers And I talked to you about how to move to Lightning, but more importantly, once you are on Lightning, how you can unlock all the value of it with the Lightning platform But I get one question over and over again And that question is, Shannon, we get it, it’s time to move to Lightning, but can you help us make the business case to our stakeholders that it’s time to move?
And this is a really, really important question For Lightning to be successful, everyone has to be on the same page about the business value And we know that if that doesn’t happen, things might not go well, right? Forbes is telling us that the number one reason why tech projects fail is, because there’s no defined outcome, they’re not aligned on the business value So, I’m gonna walk you through three steps, how you can make the business case in your organization But before I do that, let’s watch a film of a great brand we all know, who has already successfully made the move to Lightning and that’s Ticketmaster, roll the film >> I always get goosebumps when I go to a show lights, dancing >> It’s like time stops when you get in the building There’s just so much going on and so much to take in >> The production that goes into putting on those two hours of live is incredibly complex At Ticketmaster, when we’re working with clients to setup these massive tours or events, having insights and data is invaluable to our client base >> Pre-Lightening, data was kind of everywhere >> We found it difficult to get to the core of issues We had kind of overbuilt our instance We’d try and get aggressive and grab as much data as we can and sometimes frustrate the users >> Even looking up stuff from an agent perspective was siloed in different systems >> With a lack of coordination of our sales team, a customer would be getting hit by three different people from Ticketmaster >> We had this big tough decision to kind of break it down, process by process and build it back up, or do you do a huge restart And we’re ready to make the conversion from Classic to Lightning >> On the other side of it, we would have better insights and information that we’ve ever had before >> We did all the building, testing, training, and communications, and launched the sales for Lightning within eight weeks >> The shift has been tectonic >> Now with Lightning, everything is one place Bringing together the 360 degree view of the client Reps are way more efficient and effective even though the data is the same, we’re able to show it in a way that is meaningful for them and they’re able to do their jobs better >> They have incredible capability at their fingertips to get insights about how their business is running >> We now have intelligent homepages, we have dynamic dashboards It’s one or two clicks and they’re getting a global view of their business >> Having the tools that we need to drive innovation in our business has been paramount to our success Things like artificial intelligence, things like machine learning allow us to ask and answer questions much faster than we ever could have in the history of the company And Salesforce has been at the center of that as we think about how to more effectively engage and service our clients, so that they can create amazing experiences for their families [MUSIC] >> Awesome, what a great story All right, give it up for that Ticketmaster video >> [APPLAUSE] >> Okay we’re going to hear more from our friends at Ticketmaster in just a second But before we do I want to walk through the three steps that you can use to make that business case in your organization First, identify the current challenges and goals you are facing Step two, define why Lightning is not just the solution, but it is the solution now And last but not the least, how can you justify that investment So let’s start with the first step, identifying your current challenges and goals Now, we saw in the Ticketmaster video, that they were struggling with data silos in different sales processes So we all know Ticketmaster, I bet a lot of us have bought tickets to an event using Ticketmaster But they also have additional sales teams, they have more than one sales team that sells things like services, like customer analytics And all these different sales teams were creating data silos in a completely disjointed sales process And this was having material impact on their business because sometimes one customer would be contacted by multiple sales teams in one day, right? Bad experience, so their goal was to create that unified view of the customer, and also create a sales process that helped guide their sales team along So at every step of the way the customer was connected to the right product, the right service at the right time Now, I bet some of you in this room, bet we have some data silos out there, right? It’s okay, it’s okay, safe space Some of you might have different challenges, right? Some of your challenges might be, how do we get reports accurately into the hands of the people that need them to make decisions quickly? Some of you might be worried that your sales team is wasting time with doing things like data entry And I bet, all of you right now can think of at least one customization that you could do to your Salesforce that would make your sales team go that much faster, right?
So here are some sample questions that you can ask yourself to come up with your challenge and what your goals should be You don’t need to take pictures of it, I see some people taking pictures I’m gonna show you where you can get all these questions and more a little bit later in the presentation Okay, so step two, you have defined your challenge and your goal And you need to make the case to your stakeholders why Lightning is the solution now So quite simply, if you are not on Lightning, you are not getting all the value you can out of Salesforce And that’s because lightning comes with hundreds, and I mean hundreds of features out of the box Features that can fix a lot of those challenges I showed a slide of two ago, right? Combine, sales path, favorites, short cuts, console All of these things are designed for you to go faster and because they are out of the box you don’t have to do customization You can get started using them right away and you don’t have to worry about technical debt Now, I bet some of you are still thinking about some customizations that you might wanna do, and the best part about Lightning is now customizations, when you do have to do them, are faster than ever before You can do those customizations with clicks, not code Drag and drop your way to customizations that your sales team needs, and that’s not the most important thing The most important thing is when you are on Lightning you are going to go faster Look at these stats You’re gonna get reports faster, you’re gonna do customizations faster, and more importantly, your sales team is gonna win more 21% more of the time Think of the impact on your business if your sales teams could win 21% more of the time It’s amazing Now, back to our friends at Ticketmaster Ticketmaster wanted to create that sales process, that path that helped guided their teams along, and so using Sales Path, with reports and dashboards, combining it with persona driven layouts, so each employee at Ticketmaster could get a customized view of their day and their tasks, they knew that this was the way to do it, and again, they could’ve built this on classic, but all of these features came out of the box Again, helping them go faster Now, last but not least, my favorite, favorite step, justify the investment to activate Lightning, and you know why I love this step? Because I am in marketing, so I have been justifying my existence my entire career So this one speaks to me deep down >> [LAUGH] >> Now, I wanna be clear Some of you in this room, you’re not gonna need to make any investment at all So, let me be clear, some of you moving to Lightning is as easy as logging it, clicking the button, and moving to Lightning, right? Now some of you might have slightly more complex instances or bigger companies, and there might be some investment involved, but again, marketing, I know how to justify investment, so I got your back We have three different types of tools that you can use to get metrics on that investment to help you make the case The first is our online ROI calculator It’s an online tool, you can put in metrics customized to your business, your average deal size, how many sales reps you have, and it will spit out a customized ROI number for you Now some of you might be like, that’s great, but I want some third party data I need some third party validation, Shannon We have something for you as well So Forrester is an analyst firm, and they interviewed Salesforce customers of all shapes, all sizes, and they created the Forrester Total Economic Impact Study, and from this, you can get average kind of ROI that you can see from companies like yours, validated by a third party, not Salesforce data And last but not least, some of you, you might want Salesforce with you every step of the way You might need a really, really customized assessment, and we can do that too with our Business Value Accelerator Now, our friends at Ticketmaster, they like the Forrester Total Economic Impact Study, because from that they were able to find an organization that was similar in size to them, 5,000 employees, 3 billion in revenue, and from that they got a sense of what kind of returns they could see, and look at this, 341% ROI, a million plus increase in sales productivity These were real material numbers that they could extrapolate back to their own business Now, I’m sure you loved hearing me tell you all about Ticketmaster, but let’s bring up Justin from Ticketmaster, Chief Product Officer, to tell you a little bit more about Ticketmaster’s experience Justin? >> [APPLAUSE] >> All right >> I’m supposed to eat the microphone, right? >> Yes, there you go Justin Awesome, so I think most of us are familiar with Ticketmaster, but tell us a little bit more about Ticketmaster from your point of view >> Yeah, Ticketmaster, I think everyone has bought tickets, at least hopefully everyone has bought tickets, on Ticketmaster, but we’re a top five e-commerce site
Not a lot of people know that But we also have a massive enterprise business where we have dozens of tools that we provide to our clients to do everything from tour routing decisions, to analytics and marketing segmentation, a whole bunch of other things So for us, there’s a huge other component of the business besides just selling tickets to fans >> So, you’ve been a Salesforce customer for a long time, thank you What were some of the challenges you were facing before you moved to Lighting? >> I think it’s probably a story that is a unique to Ticketmaster in that we have been on Salesforce for a long time, and we just had unbelievable amounts of data and information that was really, really hard to get to We had a bunch of teams that had sort of grown up in the Salesforce instance by themselves Our sales staff as one, our marketing staff as another, our support staff as another, and so, they weren’t sharing a common data model, so sometimes when we would wanna ask critical questions about decisions we need to make for the business it can take days or even sometimes weeks to get those answers, and it just wasn’t a holistic view of the enterprise or the organization >> So I mentioned that you guys use the Forrester Report, tell us a little bit about your experience with that >> Yeah, I think one of the internal struggles that anyone has when they try to go to senior leadership, and justify spending a bunch of money and hiring people to transition a product from one evolution to another it’s always great to hear from Salesforce, the ROI and the information, but having outside entities like Forrester and the report that they produce, as we sort of went through the conditions that of what we wanted to do as we moved forward to Lightning was great to have outside input and insight that really resonated from our business perspective >> Now, we saw a little about this in the video, but tell us from your own point of view, what were your results after you moved to Lightning? >> Our transition to Lightning, as in the video you saw, it took us about eight week It probably took three times as long to plan it as it did to do it Once we finally pulled the trigger on it, the ability for us to get information at the speed of our business was hyper critical for the outcome So for us, it really began to give us, finally inside Ticketmaster and inside all of our enterprise ecosystem, a 360 view of our clients The guided selling paths, I always say that the data’s only as good as the data that goes into the system, and the problem we had before was a lot of that data was inconsistent, because everybody had a different process By driving everyone through those guided self-flows and work-flows, whether it be in sales, or support, and other places within the platform, the data was consistent going in, so the data was consistent coming out It allowed us to get to the data in dashboards and reports a lot faster than we ever could before >> Awesome, awesome, thank you, Justin, for sharing your story But don’t leave yet, because Justin and our friends at TicketMaster have a special giveaway So Justin and Ticketmaster are giving someone in this audience two tickets to your dream event So that is not just tickets, but it’s money for concession So I know I would see Britney Spears I’m a huge Britney Spears fan, not a lie That’s actually true Who would you see? >> Totally Britney >> I knew I liked this guy Awesome, all right Thank you Justin >> Thank you >> All right >> [APPLAUSE] >> So, I hope I helped show you how to make the business case All of the information I showed and all of those tools, you can find it at salesforce.com/lightning Now, you’ve made the business case, and it’s time to roll out the experience, so please join me in welcoming to the stage Mike Ore who’s going to show you to do just that >> [APPLAUSE] >> Thank you Shannon All right, now you’ve made the case You sold it to your boss and she’s on board She’s ready for the Lightning transition Let’s talk about the transition itself We know that even change that is worth doing is not always easy, and not everyone comes along for the ride As this quote from Bill Band illustrates, adoption can be a problem in CRM implementations And we don’t want that for your environment We want good adoption Because as Mike mentioned, a poorly adopted CRM is not really very useful is it? I’ve got some good news for you You have some secret weapons The first is Lightning experience itself We built hundreds of features in Lightning to help you drive better adoption, better engagement from your users So make sure that you use them The second is something that I didn’t have when I started working with Salesforce in 2004 and this entire conference fit in the Hilton Grand Ballroom, if you can believe that Hard to believe It’s sitting all around you, and that is the Trailblazer Community
The trail brazier community is the most amazing community in the industry, made up of thousands of professionals We couldn’t even fit them all in the Hilton anymore Thousands of professionals that know all the tricks and all the tips And they’ll help you get where you’re going Now, who better to represent that trail brazier community than two of my favorite Texas trailblazers, Scott Luikart and Melanie Zilles I’d like to invite them to join me up on stage >> [APPLAUSE] >> All right, Melanie, tell us who you are and where you’re from Yeah, my name is Melanie Zilles, I’m a six time certified admin BA Currently work at NTT Data where we rolled out Lightning earlier this year >> Awesome, so you know what you’re doing Welcome to Dreamforce >> Just own it Scott, tell us who you are and where you’re from >> My name’s Scott Luikart, I work at Concierge Auctions, live in Austin, Texas I’ve been at Concierge for five months, but working on the platform for six years and have six certifications >> Outstanding Now, you’re working on a really special project down in Houston I’d like everyone here to know about it Can you tell us a little bit about that? >> Yeah, so I volunteer with Montrose Grace Place It’s a non-profit in Houston that supports LGBT homeless youth, 13 to 21, and we get about six trailblazers a month to go down and teach trailhead to these students >> I love that Now, if you’d like to learn more about this project or even donate, follow this link and you can donate right here in this room All right, now, you’ve taken not one but two companies live with Lightning Tell us where you got started >> So it’s all about your users It’s not a daunting process But sitting down with them and saying what it is that you need out of the system, finding small incremental improvements that you can do to improve their day and see value out of the new platform >> Yeah, that’s great Start with your users Make sure you understand them and understand how to make their day better Melanie, you built a better experience in Lightning Can you tell us what you did? >> Yeah, in our rollout, we spend a lot of time working with the app builder and really customizing our pages We really wanted to make sure that we maximized the benefits, incorporated the user feedback, but also keep a little bit of consistency in the process >> Now, you built something pretty cool in Lightning, but it wasn’t automatic, it was bit of am iterative process Can you tell us how that went? >> Yeah, absolutely So you see our support request page, and you see it in a three column page layout But like you said, right, there it didn’t start that way We actually started with a two column page layout, basically the middle and the right section And our users liked it, right, it worked But for example, the support members you see on the right, some teams didn’t use it So no benefit for them to even see it And they’re a specific group that don’t kind of stand out by a profile So page layouts wouldn’t have done it in classic, right? But with the component sharing settings, we could actually just hide it from them, really drive the relevant content But again, there’s always more, right? And they at times need to make updates to other records that are related and before you click whatever and it opens a new tab or window or whatever and then you make your updates Not perfect, tried console, still it adds a new workspace, semi-perfect But then, using related record components, we actually empowered them to make all their updates in one screen, not navigating, and really saving them time >> Nice, sounds like you really used all the tricks in the app builder And you also got to know your users a little bit better than you did before in the process >> Absolutely >> What else did they really like when they got to Lightning? What were some of their favorite features? >> Probably one of the biggest wins for customizing your navigation bar and doing stuff like taking a list view, that they always work on and make it their own personal tab Or even a dashboard that they reference every time, and then just putting it right there, accessible >> Nice, Scott, what were some of the greatest hits for your users? >> Yeah, so we started by looking at their classic experience, which was a whole bunch of tabs, and they were opening a bunch of tabs within the browser So we moved them to Lightning console where they use all of their tabs inside of one browser window, and saving them lot of time, and fixing some CTI issues we were having >> Outstanding So when you’re rolling out Lightning, you think about the killers feature’s gonna be for your users, the thing that really makes their day better and makes them more productive in Lightning Now, both of you had to do some technical work to do the transition So tell us where you got started, Scott >> Yes, so it’s checking the readiness check, figuring out what you’re gonna incrementally do to reduce the amount of hours that are in that report Then, fixing them, rerunning that readiness check, and going back through that a couple times to make sure you get it as close as you want it >> Yeah, a lot of companies take the opportunity to do some spring cleaning Sounds like you did a little cleaning on your way to Lightning Now, how did you handle legacy customizations?
trying to really create excitement visually And that was in the beginning, we started about 75 days ahead of our rollout And then the closer we go, it ended up being more of a countdown and sharing trading links with them So we really wanted make sure they know it’s coming, what it is, and how to get ready for it >> They couldn’t escape it It was there at their face when they log in That’s great, that was a great use of a platform feature When we saw that you’ve done, we were like, wow, that’s very clever So good job Scott, how did you structure your rollout to really get everybody over? >> Yeah, so we had our company meeting and we announced that we were moving over to Lightning And then we took two weeks where we allowed people to switch to classic, give seven two-hour training sessions where they could come in, ask questions, learn about the platform And then we cut off the access to classic >> Nice >> [LAUGH] >> How does that sound to you, Melanie? >> [APPLAUSE] >> We call him the Grim Reaper >> [LAUGH] >> Yeah, I mean, kudos to you guys, right? >> [LAUGH] >> It’s definitely more radical than what we did Personal opinion, my number one regret in our Lightning rollout was that it definitely took longer We spent a lot of time really chasing down our pilot users to collect that feedback, and I think what they did right, you’re gonna get your feedback regardless if you want it or not And in the end, right, we had 79% adoption right out of the gate So it ended up being a non-issue, but just hassling them all the time was definitely a challenge >> Yep, feedback is really key Now, you heard it from Mike, feedback is really important to us as we build Lightning, but it’s also important to use you as you roll Lightning app, really understand what you users need and how you can make their lives better You’ve just heard from our Trailblazers They got a lot of feedback from their users and they iterated on it And create opportunities to learn and to iterate in your transition Now, we did something when we rolled out Lighting internally We built this form, and every user that was switching back to classic had to tell us why We made them fill out a form before they could go back to classic And I’m happy to announce that we’ve actually put that in the product So you can do the same thing You can go right into the product, you can configure this form, and every user that switched back to classic, they gotta tell you why That’s what it looks like there Now, just to recap, a couple of things that we just talked about Make sure that you’re tapping into the power of the Trailblazer community It’s really amazing It’s all around you We got Lightning champions in here, grab them and ask them questions Also, make sure that you use the power of the App Builder and the other tools in Lightning to build a better experience for your users Use the Transition toolkit, it will make your whole transition process smoother And finally, make sure that you pay attention to the human element of change Anything else you guys would like to add? >> I would say, just have fun with it It was probably my favorite project, Salesfore related, I ever worked with, so your success is the company success, so own it >> That’s great If you’re having fun, we’re having fun So great advice Thank you both for joining me on stage and have a great rest of your Dreamforce >> Thank you >> [APPLAUSE] >> All right, now that you got some tips for rolling out the experience, let’s talk about how you can unlock the value once you’re there And to do that, I’d like to invite my colleague, Shalaya Shipman, to come up on stage Shalaya >> [APPLAUSE] >> So over the past several months, I have travelled almost everywhere At World Tours, Lightning Now Tours, and most recently at Codey’s Summer Block Party Now, what our customers don’t know is that I was on a secret mission to uncover why Trailblazers believed Salesforce is better in Lightning And what I found is, Customers really appreciate Lightning because it takes all the complicated stuff and makes it simple I’ve yet to talk to an admin that said, I have a team of users, and nobody’s really interested in customizing their Salesforce instance Instead, everyone is looking for an innovative business solution that will empower their users to deliver services and close deals faster And to help us get a real life example of company that is fast tracking their business with Lightning, let’s take a look at Penske Logistics Now, we’re all familiar with Penske, they’re know for their bright yellow trucks It’s a huge company with tremendous reach across rental, leasing and logistics And Penske logistics has over 17,000 supply chain experts and manages $4.2 billion worth of freight worldwide
So behind this operation there are a lot of workflows, a lot of processes in order to keep the Penske engine running And we really wanna talk to our trailblazer Nicole because Nicole Rothermel has been able to transition Penske Logistics from Classic to Lightning Nicole, please come on up and join me >> [APPLAUSE] >> Welcome to Dreamforce, Nicole >> Thanks! >> I know this is not your first rodeo >> Definitely not >> Your journey with Salesforce began about seven years ago as an admin and now you’re delivering innovating solutions for Penske Logistics So when I first heard you were able to roll out Lightning to 170 users across 90 days, I thought, she gets it And I really wanted to talk to you because I wanted to understand the Penske story So I first wanna know what inspired you to make this transition? >> Well, at Penske Logistics we’ve always been big fans of Salesforce And as we really started to leverage the platform and bring in more processes tied to the sales process, it got cumbersome, a lot of manual input So we were able to use Lightning to streamline that process and really up the productivity for our sales team >> And productivity is a huge selling point for all of our customers Lightning has the ability, not only to lift productivity, but also bring your team together to drive collaboration, and it’s powerful, there’s a lot of speed behind it So I’m curious, how has lightning been able to take the complex stuff and make it simple, can you show us? >> Yeah, so let’s take a look at our work and, [CROSSTALK] >> Awesome >> So this is one of our homepages, this is actually for a sales rep saying, Lightning gave us the ability to actually create different homepages for our different user groups The sales reps really like this layout, it’s a combination of some out-of-the-box functionality and some custom functionality And the best part is it was really, really easy to put together >> This looks awesome, Nicole, when I look at this, I’m seeing that you have an app portal, that’s a custom component, I’m guessing And you’re really pulling together all these apps that are frequently used by your users, right? >> Yes >> So that’s saving a ton of time I love the inclusion of having performance metrics, performance metrics on a homepage is always a great idea But how is this different compared to your classic experience with reports and dashboards and Lightning? >> Well our sales reps, for a long time, have been asking for an easier way to manage their pipeline In Classic, they would have to go find their pipeline reports in a mess of folders Or they’d have to go into each opportunity individually to be able to speak to it So with Lightning, we we actually able to us our Lightning table on the homepage that shows them their open opportunities So it is a lot easier for them to speak to and manage their pipeline a little bit easier >> Absolutely, and also having all your information, your data front and center, you have more confidence in your data It’s accurate, it’s real-time, and you’re able to get into the hands of your executives You can get rid of all the paper and the messy stuff and just have it available right here on the homepage >> Yep >> So you also have the One Penske Search, I’m curious to know what that’s about >> Within our org, you mentioned rental, leasing, logistics, and we’ve actually got a couple of other businesses that we all share the same org So we operate as independent businesses but we really believe very strongly in sharing accounts, we’ve got some complex sharing rules This is a window into the broader organization that lets users look for an account that exists so that we’re not creating unnecessary duplicates >> Awesome, well, can we take it for a spin? >> Absolutely >> Okay >> So right here, we’re looking for good and that is gonna bring up any account that matches that criteria And you can see on the screen, like I said, it just giving a a brief look at what the account is all about So you can see the location of the account and you can also see the relationship between all of the other businesses, so if it’s a customer or a prospect for each business That helps the sales reps identify the right account and then right from the screen they can request access to get on the account team and then they can get access to the full account >> That’s awesome >> The best part about this component is that every single sales rep in our org uses this frequently And when we made the transition from Classic to Lightning, it actually made it mobile-ready So that boosted our mobile adoption by about 41%, which is a huge win across the org especially for some of those sales reps that are on the road a lot >> Absolutely, that’s huge, you’re getting your data in right in front of your executive team With this component, you’re able to have people really feel empowered in the field So again, you’re saving time, you’re creating more productivity with your team, so that’s great Can we dive into one of these account records? >> Sure, let’s take a look at Goodman Imports, and now this is another customized record page for the account where we were able to take, again
Some of the out of the box components and also build some custom components So you can see the account team on here, which is important because we share accounts across the org >> Right >> So you can see who the account team is and then we also have the upcoming renewals component on the account >> So tell me about the upcoming renewals, I have some experience in different industries and I know there is some cross-functionality there >> What did that process look like before, when you were in Classic? >> In Classic, this was a very manual process, so every time the renewal cycle would come up The sales reps, we didn’t let them clone accounts cuz there’s a lot of risk involved So they would have to go into their old opportunity and they would have to look at the information and really rebuild a new one And they kept asking, isn’t there someway we can make this easier because we’re literally taking the old deal and creating a new one from it, can you make this easier? So with Lightning, we were able to put a component on the account which lists out all the upcoming renewals for the next two years So all they have to do is click next to the relevant opportunity and it creates that whole new renewal deal in the background in seconds And so it’s saving them a lot of time and a lot of rework that they didn’t really wanna have to do >> Yeah, I was gonna say, it sounds like you’re saving a ton of time from your homepage to this particular page You’ve incorporated a lot of customized components, and I think that’s awesome, congratulations to you and your team >> Thank you >> You’re the true definition of a Trailblazer I’m just curious to know, because we always ask for feedback, is there any feedback I can take back to the team That can help your users just be more productive or get the most that they can out of Lightning? >> Sure, thanks for asking, one of the things that we get quite often from some of our sales reps As you can see, there’s a lot of information on some of our record pages So often they ask, is there anything you can do to reduce white space so we don’t have to scroll so much on our record pages? >> That’s funny because we get that feedback a lot [LAUGH] >> Absolutely there is, we actually decided to include this feature in the upcoming winter 19 release So now you have the ability to toggle with your display density between comfy and compact And when you do that, that again reduces the white space and reduces the amount of time that you’re scrolling >> That’s awesome, they’re gonna love that, perfect! >> [APPLAUSE] >> So thank you very much for joining me today, but before you go, I have to ask, I know Penske Logistics is killing it when it comes to Lightning It looks like you’re getting the best and the most that you can get out of Salesforce But are there any other teams at Penske that are ready to join us with Lightning? >> Absolutely, we’ve got quite a few businesses within the org that are still making the transition to Lightning And we have our remarketing team that sells used trucks I was speaking to one of my colleagues recently and they were asking about the benefits of Lightning And how they can better leverage the platform, do you think you have any suggestions? >> Of course I do, I have with us today, our Lightning customization extraordinaire Eric Jacobson, he is going to help us go deeper with customizations on Lightning and hopefully help remarketing get the most that they can out of their sales force instance >> Okay, thanks >> Come on up, Eric >> [APPLAUSE] >> Thanks, Leah You know, Penske’s not a loan In fact, organizations of all sizes, companies of all sizes share a common challenge Their employees have far more need for apps than their IT departments are able to deliver And this is because you know what? Building apps historically has been difficult But with Lightning, we made it easier than ever to create these applications In fact, we consider the entire spectrum from business users all the way through to developers, allowing them to collaborate to create these apps together in ways that were never possible before So, now, what I’d like to do is drive back into the world of Penske and take a look at how we can make another one of their business units transition to Lightning Okay, here we are And as Nicole just explained to us, Penske is a complex business organization They have multiple, separate business units We’ve chosen to represent each of those here as a custom Lightning app, so you can see one for each of the divisions of Penske What I’d like to do now is let’s take a look at that remarketing division They focus on the sale of fleets of used trucks Now before we dive too deep into remarketing, what I’d like to do is introduce you to Avery Jones Avery is our remarketing wizard She can sell used trucks like nobody’s business, and she had a few tips to allow us to be able to optimize this app and make the remarketing team that much more productive What I want you to notice here is that we’re looking at the exact same account record This is Goodman Imports, the same record that Nicole and Shaleah just showed us in the logistics app, yet it looks completely different And that’s because we’ve used the power of Lightning apps to tailor the experience specifically for remarketing So what we see now front and center is we see a fleet of trucks Because that’s what they’re focused on selling And in this case, a picture does truly say 1,000 words So we can easily see the difference between a box truck and a flatbed,
whether or not it has a lift gate Now you may not be in the fleet business, you may not be focused on selling fleets of trucks But I’m sure there’s another piece of information that you wanna have front and center for your business use case Maybe it’s more charts, maybe it’s another list view, maybe it’s a detailed other graphic The point is is that you can tailor the experience so you can see the information that you need and have it right at your fingertips Now, continuing on the idea of being able to optimize the experience The other thing that Avery said would help her sell more trucks with being able to view the customer’s credit score right from the account page So let’s take a look in App Builder and see how we can add that customization to the remarking app here for Penske We’ve implements of our credit check using Lightning flow So when I add the flow component to the page and we’ll configure it to show our credit check flow Now something like a credit score, that’s a pretty confidential piece of information So it’s probably not something you want everybody in your organization having access to Well, using the power of dynamic Lightning pages and a brand new feature we added in Winter 19, you can restrict visibility based on permission So now only users that have the finance score custom permission will be able to see our credit check flow component We think this is a really powerful optimization that we can make to allow our users to focus on the information that’s relevant and only show confidential information to the users that have access to it Let’s go ahead and save the page We can jump back now into our remarketing app and see it in action Here we are on the Details tab, and there’s our credit check flow This first screen’s been implemented entirely declaratively So these really handy sliders that allow me to say that I want ten trucks at $50,000 each Not a line of code was needed to write that But then watch as I click the Next button and go to the second screen our developer got involved They reached out to the back end, they check with the credit services, they brought back some really nice visualizations using some Lightning components inside the flow And I can see here Goodman Imports is good to go So why don’t we go ahead and approve them? Let’s make a quick note in Chatter here Let the rest of the account team know that they should go ahead and approve this sale There we have it, I think we’re in pretty good shape There’s one last thing that Avery asked for, there is one more piece of information that they wanted to have, and that was to be able to visualize where the existing fleet of trucks had been deployed So to do this Penske’s utilizing another app exchange partner, in this case it is Map Anything, and that’s allowing us to visualize the fleet of trucks here on a map And I can see where those trucks are But at times you’ll find yourself wanting to be able to just completely concentrate, to do one task, and just look at that and have no other distractions I know, I did And so we’ve implemented this particular page using a custom Lightning page template Now, that did require writing just a little bit of code But it’s all available for you from the Salesforce developer blog So what we can do now is we can take that right-hand column that had the Chatter feed, but we’re done collaborating, so let’s just take that and push it out of the way And now we can see the map in all its glory We can see all the information, we can see we’ve got trucks here in San Francisco We’ve got other trucks there in the port of Oakland For you it might not be maps, but I’m sure there’s something you all users to be able to concentrate on, and this is a great technique to allow them to do that So hopefully, we’ve been able to see in just a matter of a couple of minutes, we have few custom components, a couple of customizations through the use of App Builder We’ve been able to completely tell the experience here for Penske’s remarketing division And just like that with the power of Lightning, we were able to create a differentiated experience for separate business units That truly is the power of Lighting And so with that, I want to do one quick thing is I want to give a real shout-out and thanks to our demo team, they’ve done some incredible live demos for us today >> [APPLAUSE] >> I’m gonna hand it back to Mike Rosenbaum, who’s gonna deliver us home >> Woo! >> Yeah! >> [APPLAUSE] >> That was awesome >> Thanks, man >> All right, a couple quick things, right? Number one, hopefully you’re all motivated and took some copious notes and have a plan Number two, for those of you interested we have Salesforce professional services package to help you accelerate this If you’re interested in that we’re happy to talk to you all But number three, and very importantly, and I’m not allowed to say this out loud, but If you’re interested in the scratch and sniff contest for Ticketmaster prices, you just have to take out your phone and go to that URL And right now, in the next 15 seconds, someone is gonna win that prize, okay? So, type away, type away, type away And by the way, just to kill time while the music is playing, Justin McGuire, our head of UX, bet me that I would not floss on stage at Dreamforce >> [LAUGH] >> [APPLAUSE] >> All right, videotape that Justin, I win the bet, okay Everybody got the URL? Can I go to the next page?
The next thing that I want you all to do is if you need any more help, or if you need a free t-shirt, we would love to see you at Moscone West, and come on up to the Lightning Rapid Zone One on one consultations all week We’re happy to help you one on one, to help you make this transition I wanna leave with two really small parting thoughts One is I’ve talked to hundreds and hundreds of customers about making this switch, and almost every single time after it’s done they say you know what? It was easier than we thought it would be and I wish we’d done it sooner So I really want you to keep that in mind, and number two, I want you to think about coming to see Run-DMC, okay? Because Run-DMC has been trained up on Lightning, and he is here to help all of you make this switch I wanna thank you for coming, I wanna thank you for your excitement, motivation and feedback Have a great Dreamforce, and go, Lightning >> [APPLAUSE]