Situation Creating a movement through digital transformation
Salesforce is taking us to an exciting new level of managing relationships, encouraging real-time collaboration, driving sales and giving us a complete view of clients across the globe.
Canada’s recent marketing and sales transformation and reputation as a customer relationship management (CRM) leader in PwC’s global network made this territory a natural choice to be the first to go live with Salesforce.
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Jimmy Bremner, Innovation and Transformation Executive at Salesforce, and Christine Robertson, Partner, Marketing, Communications & Sales Leader at PwC Canada, talk about lessons learned and insights from a complex and multi-territory digital transformation.
The challenges
Best practices: Many of our processes were defined by personal practices. Tools and behaviours were not consistently applied within and across territories.
Global collaboration: We were unable to share winning practices across the network due to using multiple CRM platforms. Globally connected multinational clients had a fragmented experience.
Data gap: There was a lack of mobile capabilities to capture real-time data and get insights to target accounts and make decisions.
Communication: Previous CRM systems weren’t well integrated. Tracking conversations, attending client-status calls and pulling reports together was a largely manual and disconnected process.
What we did
Powering success: Salesforce’s Sales Cloud makes it easier to get a complete view of our clients and take action on any device from around the world.
Increasing collaboration: We can easily collaborate with tools like Chatter, Salesforce’s integrated social networking platform.
Getting buy-in: Leadership engagement and sponsorship solidified the transformation as a key priority.
Listening to people: We orchestrated an integrated change management effort, starting by interviewing people to understand how they wanted to learn and how they’d use Salesforce to be better at their jobs.
Training: We set up a customized global training program to empower employees. Most notably, we developed immersive training sessions in the form of escape rooms, where users solve clues by completing tasks within the Salesforce environment. We’re further gamifying our training with ClientIQ, an interactive tool where users accumulate points by completing daily tasks in Salesforce.
Tracking relationships: Introhive’s relationship intelligence automation mines employee communications for contacts to add to the CRM and maps out connections we share with others.
The results
Adoption: Our change management efforts and customized training helped create a movement and secure adoption.
Increased access: Salesforce provides all customer information in one place, on any device, making it easier to prioritize and make quick decisions based on the most up-to-date information.
Mobile enabled: Since Salesforce is available on mobile, we can create notes, stay on top of pursuits and collaborate from anywhere at any time.
Global connectivity: All PwC member firms can share data to help service multinational clients—bringing the power of our network to our clients.
Accelerating how we work: Sales is empowered with real-time customer data and collaboration with global colleagues. We can take action on tasks more quickly, driving productivity.
Results Our implementation by the numbers
Create possibility through transformation
Organizations today are challenged by increased customer expectations defined by the rise of digital innovation. It’s time to rethink business.
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The PwC difference
At PwC, we work at the intersection of business and innovation. We know that success today isn’t about adopting the latest software—it’s about understanding your business challenges and using technology to enable sustainable change to drive results. That’s why we bring the full strength of our firm—our industry, strategy and technology expertise, plus our award-winning Salesforce Solution Accelerators—to fuel your business transformation.
PwC and Salesforce
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