Transform your customer service organization with AI and automation

Bryan: Hey, good afternoon, everyone. Thanks for, uh, obviously attending. We appreciate the, uh, the time and, uh, great to see you all. Uh, my name is Bryan Klint and I am with Salesforce. I am very fortunate and I get to work with, uh, one of our amazing customers, 3M. Uh, it's a joint customer for Salesforce and AWS. I'm joined here with Jason Amidon. Um, I'll let Jason introduce himself in just a minute, but he, uh, is the Director of Customer Operations at 3M.

Um, and we have the, the pleasure to work with Jason on a daily basis for both Salesforce and AWS. And we're here today to kind of talk about how 3M is transforming their customer experience with Salesforce and AWS. And we're going to focus on Service Cloud Voice. Um, but we'll kind of go through the story of, of how we got here and kind of the opportunity ahead for, uh, for S or Salesforce AWS and, uh, and 3M together, uh, go to the oh, I let you advance. Perfect, perfect then. Oh, perfect.

Um, obviously forward looking statement, a lot of what we'll be sharing is confidential. So just keep it within the uh in the, in the uh event itself. But um had to get through that we can go to the, the next.

And so again, Brian Jason um been working with 3M for the last five years and 3M is a strategic customer for both Amazon and Salesforce. Um from a Salesforce standpoint, they're one of our largest manufacturing customers globally. Um they've actually deployed 24 businesses on one single org for Salesforce. Um so they're one of our largest single org customers. Uh we've had the pleasure to be partners with 3M for the last 15 years. Uh we've really grown our relationship with them over the last six years.

Um, and they, today, as I mentioned, are one of our largest single or customers. Um and the amazing thing is um we just migrated that onto Hyperforce, which is our new partnership with AWS. So 3M from a scale standpoint is almost as large as Salesforce and we just migrated that uh seamlessly onto Hyperforce. So a huge uh performance benefit for 3M.

Um and it just shows the continuation of the partnership with AWS and Salesforce. Um but again, phenomenal customer and we'll kind of speak throughout the uh the session today on how 3M has been using both AWS and Salesforce and the partnership and even some of our announcements. I'm sure you saw in the marketplace today um with a deeper integration of Service Cloud Voice with AWS.

I think we're doing a lot around Data Cloud if you haven't heard of Data Cloud. Um it is phenomenal, it's built on AWS as well um from an a data migration standpoint. Um they're using MuleSoft today on top of AWS at 3M, as I mentioned Service Cloud Voice that we were speaking to with our partner, Neuro Flash. And um actually the the whole infrastructure of 3M and Salesforce rides on top of AWS, so big partner of ours, huge partner and customer of AWS as well.

They're doing some amazing things with Bedrock that now sits on top of a w or excuse me, Salesforce with AWS as well. So, uh just really neat, kind of very innovative kind of forward looking things that we're doing together as partners.

Um and it really started a couple of years ago when 3M wanted to look at reimagining their experience for their customers today. Their customer experience sits on top of Service Cloud, which is our um kind of main platform at 3M from a a service delivery standpoint, they have about 3000 service agents uh globally on Service Cloud. And uh they're really transforming how they engage with their customers um through Salesforce and AWS and other strategic partners, but a really neat journey.

Uh we call it the Connected Clouds journey um and so we're, uh, we're honored to be here to tell the story. Awesome. Thank you guys so much. Uh and thank you for your time. Um I know it's, uh, look, ii i think if you found your way back here, you're interested in the content or at least the topic. And so i, i appreciate it. So gonna try to be respectful. Definitely of your time.

Um talk for a little bit maybe show, i don't know, 68 slides and tell a little bit of a story about how, what we did this year and then open up to uh maybe talk about what's what's coming next. And, but really, i'd like to answer your questions, right? Um so i've got some uh some technical folks, uh representation partner in Neuro Flash with uh with us that will come up and, and assist. So if uh you ask really hard questions, i'll, i'll punt. So as long as that, as long as you guys are in the right room, we'll talk about what we did and how we got here.

Patrick: Well, thank you so much. Uh, and my name is Patrick Barry. Uh I happen to be the Head of Product and Innovation at the SI partner who helped make all of this possible and we'll talk about that in a minute. Um but personally, I actually spent over a decade at Salesforce and in fact, created the Service Cloud Voice product when I was there. And the Service Cloud Voice product brings together the great technology stacks of both AWS and Salesforce for the benefit of the customer, bringing that telephony experience natively into Salesforce in a digital way to make really the dial tone be the next digital channel.

And so that was kind of part of the foundation of the story here and we'll let Jason talk more about that story in a minute. Um but Neuro Flash is the company that helped make this real at 3M. Obviously the implementation as you saw at at 3M, the business is varied, it's global, it has multiple different business lines, business units and we were able to help them create, you know, this kind of path toward digitization and path toward the future that gives them the foundation for not just what they need today but where they want to go next.

And in fact, the results that they're seeing, which Jason I'll start to talk about in a little bit, um really help fuel that next stage of growth. Those benefits immediately come back into the organization as cost savings and of course, as goodwill and capital inside the company to allow you to take those next steps and really kind of move further into realms of a i and automation, et cetera.

So Neuro Flash as an SI is really the pre eminent digital and a i partner for both a aws and salesforce. Um myself, I'm just one small piece of that puzzle. Um and of course, the uh Service Cloud Voice product is one small piece of our business units as well. We have core practices around transformation in the contact center, sales, sales cloud, um quote to cash field service portals a k a experience cloud and more.

Um but what we really focus on is business results. And so we aligned with 3M on where they were trying to go, not just the technology they wanted to turn on, but in fact, the results they were trying to get and then we align the technology and the prog project to map to those goals and to progress them forward on their actual business metrics.

And so that's how we start all conversations with our customer. It's not about the technology, it's about your business. Tell me where you are and where you wanna go and we can help you find the technologies that then make that happen and map out the path to make it real just like we did at 3M.

So Jason, do you want to talk about the results you're seeing now?

Jason: You know, this is, you know, the standard slide, right? But you know, in every one of these, we we saw this. So if you talk about speed, the implementation was done in a quarter of the time ish to what we had seen with the, this was, this would be the second telephony. We first started this go back 34 years, you had people on different telephony systems all over the place. So we did do an initial implementation um that pulled at least together that was kind of, you know, phase phase one. This was done in a quarter of the time. So no doubt fast.

Um we definitely see um the speed, there's roughly a million cases that we hope to, I'd love to cut them in half. Um again, this was just rolled out. So we're starting to pile up the metrics, but it's no doubt going faster. Supervisors are, are seeing efficiency and the agents have more. Uh and they're connected with the case so they can talk about it. So absolutely, you know, how, how did this happen?

Um so if you think about my, my team really was uh on the business side, they were in essence, you know, kind of the uh requirements, design requirements uat that's the piece that, that, that we held patrick and team at neuro, i mean, they, they were the si partner, they did the lift, they coded it on um aws and then we also had, you know, across the couple 1000 agents. We have a net of kind of super users that, that also assisted. That was the team. I mean, it wasn't.

So if you, if you also talk about uh you know, speed without an army really to pull it off. Um i sat through, you know, that you can see on the slide there's six deployments. Um i had the pleasure of sitting through one of them. Um, you know, and those are for those of you, how many have been through a, a toy cutover? All right. So you guys know what i'm talking about. It was, it was intense and, you know, as you could see the kind of the tier i was mm maybe qualified for kind of the tier one in this. You know, here's a list of 100 numbers kid, go see if they still work and i'm just dialing numbers.

Um you know, the three m team was probably the level two and then you had the neuro flash agents on as level three and it was pretty slick. Uh and as you know, they went out and each one as we moved across the the globe, um you know, the, the kind of the hyper care you, you, you, you know, the team knew what was gonna happen. You, you saw within the week everything was smooth and then, you know, people needed help for the following month ish. But that's kind of the way it went with three m every year.

They have about 4 million cases that come through on Service Cloud. And the opportunity here, as Jason mentioned is to maybe cut out a million cases just through the migration to uh Service Cloud Voice. And the, the amazing thing is that hasn't been hit on, but it's been a global deployment, uh very global just being how global 3M is.

And you know, I think Amazon covered every region that they need to deploy in from a Connect standpoint and the partnership between uh AWS and Salesforce. Uh I think shown through and through because it was a a quick, I mean, super seamless and uh I'd say just an overall like very positive implementation migration and they're seeing a ton of benefit just from the single pane of the glass from a Salesforce and Amazon right now for their CS rs.

So it's, it's been a really neat to see it all come together. But I think there's just a huge benefit with the deployment as well. And that is probably understated when people think about the projects, um everybody wants to get to the end state, you know, that they're looking for. And as I said, you know, we, we really with our customers on where they're trying to get from a business perspective, but the time it takes to get you to get you there and the sort of barrier to entry is a huge part of the eventual success uh metric that comes out at the other side, um your investment in terms of your time and your people's time, as well as the blood sweat and tears that go through those kind of projects.

Um really then, you know, uh account for how successful things are seen the end. And so that path to get to the end, I think is as important as, you know, kind of moving you through the pipeline on that. And we're really proud about the partnership that we had across both vendors as well as with the customer in this project to really get this complex roll out, which as you mentioned, brian was, you know, was global to really get that through the project timeline um very, very quickly for, for a telephony implementation.

And I think that's, that's a big part of the story.

Bryan: Yeah, I think it was, it was months, not years. So that's the, I think that's the biggest thing is, you know, they went global in months and again, it was super, super successful.

I think the next slide speaks to that kind of what they're seeing today. So for those that are, are looking at this, the, the, you know, if i were to talk about the aws piece, um you know, there um probably the biggest thing is i talked to the team that, that we saw, you know, the tier one as you went across the globe, china was not in scope. So that was the only piece that maybe he aided, that might have slowed it down a little bit. But the tier providers in each of the geographies were, were very solid. So, you know, from a stability, you know, up time, basically, there was perhaps as you're looking at this, there was a smaller set than some of the other alternatives, but the ones that were, there were, were backed as as expected.

So, so if, if you look about, if you look at each of these different personas, so the global crm analyst, so that would be somebody like an admin that would be, you know, on, on, on my, on my group. And again, my group is center of the company handle all of the crm users and any of their, you know, inquiries and escalations. And there's a, there's a group that's got telephony. And so, you know, these guys now have a declarative interface that, that they can, that they can go in and, and make changes.

So i, i'm, i'm able to bring a non core programmer who leans technical and i don't know, i know there's a bunch of three mit folks in here. So if they're in the room, i'm trying to, people, i mean, i don't want it to know about because they're good and they could maybe be techy but they're not quite there yet. So these guys can, you know, there's a couple of them that are well position to slide right in and they can leverage that interface also, you know, easier escalation before it was always submit a ticket and wait. And now there's a much quicker escalation path, the supervisors they are seeing, you know, kind of the omni experience where probably the biggest thing from my perspective as you talk to them, they were struggling to standardize operations across either within an area or for sure, from area to area.

They do things differently in every part of the world, this is enabling them to force it. And the second piece is the, the model was kind of a central cue come get it, come pull from the queue where now it's push, right. So it's, it's much more, you know, harder to hide. Perhaps, you know, it's a workload distribution, that's more auto the super users are supposed to fix stuff. And again, they now have the ability to do that in more real time than they did and they can do it. There's more they can do.

So when I talk to them, that's what they tell me. And then the agents now have they now have a call transcription automatically populated, you know, you just show up and all of a sudden, ok, here's, here's what happened on the call. They, you know, they love it. They have voice in there now and so they can, they can go back and do some diagnostics, it's tied to the case. So now we're actually able to, you know, to start understanding what's happening, likely covered everything on this slide. But we are so so, so, so far, so good.

So just from a timing standpoint, this was again, we started this. So brian and i were just talking about this. So this was actually, you know, kind of done deal done where we acquired it in april a year prior at 22 testing october, we rolled out in january. So it was quick and then we did these six deployments, you know, every six weeks or so. Uh as we marched into the year, we were done by september october time frame.

All right, kpi. These are your kind of your standard call center. These are a few of the things that, you know, you would see in a call center. These are our guys, look at these, i think these are pretty, pretty weak. Um now they're important. But um i'd like, you know, we now have the ability to take these to another level.

So i, i'm interested, i mentioned before, you know, there's the million cases, you know, how, how can we, we cut them in half? Can we deflect them? I don't think we're, we're so, maybe this way to think about it, we just went through moving everybody over and it works and the numbers work and you can talk and, right. And so now it's like, what do you, what do you got, you're sitting in a new car, i don't know how to work the buttons, right? I mean, so that, so now the teams are starting to look into what can i get out of the box? And, and we're starting to see a bunch of agent assists.

We're looking at call time, we're looking at a number of cases, you know, we're looking at some of the um you know, if you, if you kind of go through this, uh you know, from a, from a deflection containment. Um and then we're looking at areas that now can be, um you know, auto basically, you know, task automation, we're starting to line up that pipeline where we didn't really have visibility to it before. And so that's, that's where we're going. And we are seeing, you know, the productivity, it's probably too early to totally spike the ball. But the, the, the metrics are, are there?

All right. So that's, that's what we did. Maybe any, may i pause any questions on kind of what we did in the process before what's next?