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As the world’s largest software conference, Dreamforce 2022 was packed with examples of Trailblazers who are seizing a new day — by driving greater efficiency, boosting productivity and creating the kind of magical customer experiences that turbocharge business growth.
And we’re making sure that major cities across Australia and New Zealand can tap into these lessons via Salesforce Live. Tailored to each city, Salesforce Live is an in-person opportunity to hear from — and connect with — local Trailblazers.
First off the rank was Perth, where we heard from Trailblazers like Intrepid Travel and Fisher & Paykel. Here are some of the highlights.
Perth attendees were able to hear from Brett Mitchell, Intrepid Travel’s Chief Commercial Officer, who explained how a customer relationship management (CRM) system is transforming sales and service at Intrepid.
And when thinking about a new day for making customer magic, there’s perhaps no one better positioned to capture the excitement. After all, travel is back — and it’s an exciting new era for Intrepid (and everyone!).
To help travellers make the most of their freedom, the business aims to wow customers from the moment they start dreaming of a trip to the moment they return home and are already planning their next adventure. But, especially in a world where customers crave personalisation and convenience more than ever, Intrepid needed to understand their customers on a deeper level.
Though Intrepid is a business that generates hundreds of millions of dollars, they lacked a 360-degree view of their customers — that is, customer information was scattered across multiple databases and legacy systems.
Mitchell explained how Salesforce is helping them unify this information, creating deeper visibility across business processes and providing a single view of each customer. Platforms like Service Cloud Omni are freeing service professionals to focus on more complex cases and breaking down silos, helping the business delight customers across multiple channels, time zones and touch points.
In other words, Intrepid is achieving two important objectives simultaneously: creating magical experiences that keep customers coming back and driving growth, while equipping their people with the right tools and information to be more productive. And the business is already seeing benefits, including some of their highest NPS scores yet.
Perth was magical and the Trailblazers were inspiring, but we’re not done yet. We’ll be distilling our favourite moments and highlights from each major city in Australia and New Zealand, so keep your eyes peeled for more examples, tips and lessons from local businesses like yours.
In the meantime, you can still catch some of the best moments from Dreamforce 2022 on Salesforce+.
