The Exchange Spring 2018

SPRING 2018 THE So Appy! So Appy! our first issue our first issue INSIDE Conga Where is JustOn Appy? FIND OUT Vonage 14 ON PAGE 22 + app reviews more for 2018 HOW APPS MAKE YOU MORE EFFICIENT PAGE 13

THE TABLE OF Salesforce exchange contents Saturday Selfie Editor-In-Chief LEYLA SEKA 6 Editorial Directors 4 ANDREW GOTHELF JOSIE CHILES Creative Director DEVON FENIMORE Community Editor 8 AMANDA NELSON Program Manager CLAYELLE WOLF Managing Editor MIRIAM RATTES Codey at TrailheaDX Contributing Editors and Writers STEPHANIE SEGER, CONNIE DEA, TONY NEWTON, CHRISTINE LEE 10 Copy Editor DANIEL ACUFF Consultant APPYGAIL THE BOBCAT The Exchange is a quarterly digital magazine produced by Salesforce. Questions? Comments? Letters to the editor? Tweet them @AppExchange. 13 19 ©2018 Salesforce Appexchange Appy, where ON THE COVER: THE STEMMETTES are you? Tahanni Hussein, Kelsey Chan, and Sharmin 21 Islam were part of a group of Stemmettes, an organization that helps combat the lack of women in STEM, that received a trip to 22 Dreamforce ’17. During the week they saw speakers like Marc Benioff, Michelle Obama, Laurene Powell Jobs, and, of course, met Appy. 2 THE EXCHANGE SPRING 2018

PERSONALIZED RECOMMENDATIONS Customized for you. Log in to AppExchange and get solutions based on your history, profile, and more. Result? Now it’s faster and easier for you to find the answers you need. log in to appexchange.com

EDITOR’S letter Our own magazine. Boom. IN THE 10 YEARS SINCE I BEGAN MY even closer together, to learn from one another AppExchange career (and what turned out to and inspire further collaboration and innovation. be the greatest professional adventure of my It’s not only your go-to resource for any news you life), I’ve had the unparalleled opportunity to may have missed around AppExchange (from the watch the community around Salesforce grow launch of exciting new solutions, to event recaps and evolve into a force to be reckoned with — and pictures, to the latest and greatest thought an ecosystem that IDC predicts will create 3.3 leadership content); it’s also a great opportunity to million new jobs and have an $859-billion new learn more about some of the incredible players business revenues impact by the year 2022. in our ecosystem, and find new ways to take your business further than ever before. And if there’s one thing I’ve learned along this journey, it’s the undeniable truth that people It’s a place to celebrate the exceptional stories work better when they work together. When of success that come out of our ecosystem we collaborate as an open and supportive each and every day. Our Ohana is our strength. ecosystem, we build better solutions, better You are the ones bringing to life the vision LEYLA SEKA businesses, and a better community. upon which Salesforce was built 18 years ago: EVP, APPEXCHANGE A collaborative ecosystem is truly the tide that extending our impact to our employees, our THE EXCHANGE, EDITOR-IN-CHIEF lifts all boats: When we find ways to connect and partners, our customers, and even out into our @LEYLASEKA help each other out, we all excel together. communities. Together, we can find ways to make that community even stronger. The Exchange, our new quarterly AppExchange magazine, is all about bringing this community Appy reading, 3 neat tweets @2ManyHockeys @RoyGilad @JorritDroogsma Happy Saturday trailblazers. Thank you @salesforce #appy #astro #trailblazer #VanSalesforceSaturday and #Appy for the beautiful so proud! @trailhead tweet us! is buzzy with activity and stickers!Happy new year, @appexchange. Thanks we love to hear collaboration even #Appy is 2018 will be an amazing year! @StepOrange what you’re up to. catching up with @trailhead #AppyCalendar @appexchange @appexchange #AppyAdventures 4 THE EXCHANGE SPRING 2018

Five different invoice types, Our own magazine. Boom.including recurring and usage. One billing solution for all. Ad Ad 6 2 Contracts, subscriptions, invoices, payments, and analytics. JustOn is the all-in-one answer to billing and invoice management. bit.ly/JustOn SPRING 2018 THE EXCHANGE 5

WHAT’S appening Two  giants working together. In this episode, hear how Canon U.S.A. used Fujitsu Glovia OM to transform its business. JUST THE FACTS, MA’AM CATEGORY Telephony Finance Contract Management ACTION Integrate voice and Automate billing Accelerate and data and invoicing simplify contracts BENEFIT Boost workforce Save time Close productivity and costs deals faster 6 THE EXCHANGE SPRING 2018

The more focused our content, the more focused your solution. You’ll get more out of AppExchange because we integrated content and trails throughout the site. So now best practices, insights, and community thought leadership are delivered straight to you. get more at bit.ly/appexcontent SPRING 2018 THE EXCHANGE 7

+ WHAT’S appening CUSTOMER SPOTLIGHT BlueCross BlueShield MA Scales the Contract Management Process with Spring CM Challenge: BlueCross BlueShield MA needed flexible and scalable cloud-based contract management system to track the end-to-end lifecycle of dental providers’ contracts within each partner plan. unique participating 20k+ providers new providers added each month 100 decrease in new  % provider approval time 83 Get an app that is configurable and nimble, allowing you to achieve goals in a fast timeframe.” LEEANN MITCHELL DIRECTOR DENTAL NETWORK MANAGEMENT BLUECROSS BLUESHIELD MA 8 THE EXCHANGE SPRING 2018

Contract Management Process with Spring CM Shrink contract negotiations by up to 50%. Because you kept the lawyers out of it. Conga Contracts gives you complete control over the contract negotiation process — without legal involvement in every deal. bit.ly/congacontracts

WHAT’S over appening heard “W e’re still on Save These Dates Salesforce Classic — I know, I know, MARCH 28-29 long story.” CHARLOTTE (CLT) USER GROUP TrailheaDX Salesforce Developer Conference, San Francisco APRIL 4 “T urns out people like pretty pictures.” Salesforce World Tour Washington, D.C. ANSWER TO A QUESTION APRIL 5 ABOUT LIGHTNING ROLLOUT DOCUMENTATION AT CLT Salesforce World Tour Boston USER GROUP APRIL 12 “ Set a plan and get Salesforce World Tour Amsterdam the budget to switch to Lightning.” APRIL 26 SINGAPORE USER GROUP Salesforce World Tour New York APRIL 27 “ We use 18 AppExchange apps.” dreamOlé, Barcelona, Spain “ Wow, isn’t that MAY 3 expensive?” Salesforce World Tour Toronto “No , we use several free Salesforce MAY 17 Labs apps, and the Salesforce World Tour London efficiency savings JUNE 6 from the paid apps makes up for it.” Salesforce World Tour Paris FRANCIS PINDAR, JUNE 14 USER GROUP MEETING Texas Dreamin’, Austin, TX JULY 12 “B uild or buy? Before you decide to build, Midwest Dreamin’, Chicago, IL evaluate existing JULY 26 apps. Many have free Sydney, Australia, Down Under Dreaming — Sydney Edition trials, or are totally JULY 27 free to use.” SOUTHERN INDIANA WITness Success, Denver, CO USER GROUP 10 THE EXCHANGE SPRING 2018

They’re free. They’re customizable. They’re Salesforce Labs. Built by Salesforce employees, Salesforce Labs are free solutions to help you solve business challenges faster. There are over 350 of them. Did we mention that they’re free? see more at bit.ly/appexlabs SPRING 2018 THE EXCHANGE 11

App recommendations from those who actually use the apps. Jumpstart your search for the right app with recommendations — from customers themselves — to help solve the most common pain points in sales, service, and more. BUILT BY SALESFORCE EMPLOYEES • FREE • RECOMMENDED BY OUR CUSTOMERS P GUIDE # AP 4 SERVICE SERVICE SALESFORCE SALESFORCE APPS APPS LABS ASRECOMMENDEDBYOURCUSTOMERS LABS APPS APPS Download them all at bit.ly/appexcontent

HOW APPS CAN HOW APPS CAN STREAMLINE STREAMLINE YOUR WORK YOUR WORK 3 experts on efficiency, productivity, and artificial intelligence BY ANDREW GOTHELF ILLUSTRATIONS BY JAKE POWELL & DAVE CICALE THROUGHOUT HISTORY, HUMANS HAVE TINKERED WITH THE WORLD AROUND THEM to learn, discover, wonder, and invent. Some look at the things around them — nature and its laws, opportunities, the wonders of the world — and accept that which is known and that which is not.  SPRING 2018 THE EXCHANGE 13

But throughout history, there have also At the Forefront of Innovation been those unwilling to accept. They poke, prod, question, and help shape the world In the Salesforce AppExchange ecosystem, around them. These tinkerers, inventors, our partners are at the forefront of and entrepreneurs have changed our world innovation that improves workplace for the better, in ways both small and large. efficiency and the lives of employees They refuse to believe things must stay the across departments and industries. I same because it’s how things have always spoke with executive thought-leaders from been. Conga, JustOn, and Vonage to understand common pain points experienced by Consider some of the inventions recognized businesses, learn how AppExchange apps to have changed the way humans lived. help solve them, and gather observations The wheel was created over 5,000 years around artificial intelligence and ago by Mesopotamians to make pottery, productivity. and now powers worldwide transportation. The compass, first made in China between Though efficiency gains are a goal across 300 and 200 BC, transformed human most departments and companies, exploration. The printing press allowed the the ways that inefficient processes and transfer of ink from movable type to paper — technologies impact them vary widely. and paved the way for the mass production Each executive I spoke with referenced of literature. customer pain points they hear about in their companies. And, of course, more modern technologies such as telephones, personal Marko Fliege is the Founder and CEO computers, airplanes, and the internet of JustOn, the provider of a billing and have transformed how people travel, invoice management solution that serves communicate, and work. businesses with recurring revenue models and generates invoices automatically Efficiency gains from innovation today are based on contracts and consumption. He often no less significant, although their cites complexity as a major issue for many impact is hard to assess in real time. While customers. some inventions, such as self-driving cars, promise to send shockwaves throughout “Our customers have software subscriptions society, some lesser-known innovations, to sell, professional services to invoice, and such as that in business software, can also hardware to sell. Building an invoice from affect individuals every day. Increased one system is hard for them if that system efficiency in the workplace, for instance, only deals with subscriptions or professional can lead to an improvement in customer services.” experience, higher employee morale, lower employee turnover, and ultimately an At Conga, Will Spendlove is VP of Product increase in revenue. Marketing. Conga has a suite of apps to help 14 THE EXCHANGE SPRING 2018

organizations automate their documents. across the business landscape, are no doubt Conga Contracts lets companies close daunting, there are plenty of reasons for deals faster with automated contract hope and a number of ways to turn the tide. creation, controlled negotiations, esignature integration, and reporting built directly To start, businesses should start tracking into Salesforce. Spendlove cited the lack of key performance indicators (KPIs) that get automation as a pain point. to the core of problems stemming from “Our customers inefficiency, which in turn can provide a “Oftentimes when someone sends a roadmap for improvement and a tangible have software customer a contract, they traditionally goal to measure success. subscriptions to create it in Word and then turn it into a PDF, or pull it out of Salesforce into some Stokes pointed to metrics he, and Vonage, sell, professional other format. This takes up a lot of time and recommend companies should track. services to additional overhead.” These include productivity gains from the efficient use of Salesforce; improved invoice, and Bryan Stokes is Senior Director of Product customer satisfaction scores across teams hardware to sell. Management at Vonage. The company’s AppExchange solution Vonage for based on their access to technology; average call time per customer measured Building an Salesforce reimagines how a business against time-to-close rates; and number of invoice from communications platform integrates voice calls handled per day. “All of these can boil and data into key sales, customer service, down to increased revenue and improved one system is and business productivity applications. For profitability,” Stokes said. hard for them Stokes, the ability to enhance productivity for employees and enhance how businesses In the context of JustOn customers, Fliege if that system communicate with their customers lies identified the month-end financial close only deals with at the heart of Vonage’s approach to as one KPI that has to be measured. The integrating with business applications. benefit of JustOn’s technology, in relation to subscriptions this metric, is that “you can close your books “Many businesses face challenges or professional at the beginning of the next month very fast, in tracking and controlling losses in within a day,” rather than one or two weeks services.” productivity. This stems from inefficient after the end of the month, he said. communication, the absence of integrated MARKO FLIEGE collaboration tools, and the inability to share JUSTON For Spendlove and Conga, the questions data across all customer and employee the company asks focus, naturally, on touchpoints.” generating contracts. Some questions cut to Data: Your Friend in the core metrics: Efficiency Business • How many people today are generating or using contracts? While the above inefficiency pain points, • How much time do they spend on new along with countless others experienced contracts or updating contracts? SPRING 2018 THE EXCHANGE 15

• How long does it take for you to receive a and context to build upon the traditional signed and executed document? agent-to-customer experience,” he said. • How much time does it take to work with “To keep up with the fast pace of customer demands, companies are turning to chatbots contracts now compared to the time you “Oftentimes to seamlessly integrate with their already- could save using Conga Contracts? when someone existing applications.” sends a For Fliege, the rise of artificial intelligence AI Is A-OK customer a and its impact on the workplace is undeniable, but he doesn’t necessarily contract, they The relationship of artificial intelligence to see that as a negative if society reacts and the workplace is a much-discussed topic. adjusts. “It will make us more efficient and traditionally There are few naysayers who believe AI does give us more free time. We can either use create it in not have the potential to massively disrupt it intelligently or we can be totally lost,” he — and improve — employee efficiency and said. “Society has to find answers and discuss Word and how people do their jobs. But fears of robots these things — like how do we work together then turn it replacing workers and AI making many jobs or how do we hold our society together obsolete abound. into a PDF, when we all have more time.” or pull it out I asked our AppExchange partners who deal with product and business decisions Belief Through the Success of of Salesforce incorporating AI how AI would affect into some companies and their level of efficiency. All Others were optimistic. other format. All three partners singled out the ways in “When things change, humans change with This takes up which the features and functions of their it, and I think AI is just another example of technologies help make companies more a lot of time that,” Spendlove said. “It’s not that we don’t efficient. I asked each of them to share use need employees anymore, it’s that we can and additional cases of how their customers use these apps now give them more information so they to increase efficiency. overhead.” can do their jobs better. When they do their jobs better, they provide a better customer WILL SPENDLOVE experience, and customers are actually Fliege referenced accountants, sales CONGA willing to spend more.” operations, and CFOs within companies who stand to benefit from the use of JustOn. Stokes mentioned the rise of the chatbot “Whoever is in charge of creating the invoice as an AI technology with large potential finds it very useful to reuse the data already as it evolves. “Humans like to interact inserted by sales, and have the invoices with other humans. Except we’re finding created automatically,” he said. “The CFO that AI is fueling the rise of human-like gains insight into this data, from revenue virtual assistants and chatbots that use to bookings to cash-ins. Plus the whole natural language to understand nuance company gains efficiency through a real 1616 THETHE EXCHANGE EXCHANGE SPSPRIRINNGG 22001188

360-degree view of the customer.” Productivity = Efficiency + Spendlove said that Conga customers Utilization created over 6 million contracts last year, “Many and cited one of the world’s largest hotel businesses face brands uncovering more than $600,000 One misconception I had going into these in missing billings upon investing in Conga. interviews was that efficiency is an end challenges in goal for businesses. I learned instead that tracking and efficiency is just one piece of the puzzle that He also provided an example of a customer controlling ultimately leads to increased productivity and “who was able to go from managing revenue. How businesses and employees contracts with 30 different spreadsheets losses in choose to leverage increased efficiency helps with complex macros, to automating the productivity. whole process. By leveraging Salesforce determine their ultimate ROI. and Conga Contracts, they saw 25% This stems efficiency gains from that automation. “Efficiency creates the opportunity for from inefficient They now have searchable automated improved productivity, but they aren’t communication, contracts and a way to redline and necessarily synonymous,” Stokes said. negotiate — all based on the Salesforce “How the individual and business decide the absence platform,” Spendlove said. to take advantage of the opportunity of integrated determines the benefit.” For Vonage customers, better business collaboration outcomes are realized through He pointed to the automated collection of tools, and the “understanding who is calling you, getting call data. “Automatically opening a new or inability to share a deeper understanding and additional existing ticket creates efficiency,” he said. context through information pulled from “This could be used to reduce the time a data across within Salesforce, and then adding to that customer agent spends on the phone with all customer contextual data by updating Salesforce a customer, or it could be spent upselling with information from the current different products. All of these take and employee communication,” said Stokes. Common advantage of the improved efficiency, but touchpoints.” use cases of Vonage for Salesforce include: each delivers a different benefit in the end.” BRYAN STOKES • Sales and customer-focused companies VONAGE Ultimately, it was Fliege who summed up one leveraging voice, data, and Salesforce integration of the prevailing ideas around the benefits of increased efficiency in the workplace. • Sales managers using automatically “Efficiency can increase productivity. If you logged call data use this time to do more work in the same amount of time, it increases productivity,” • Sales team members noting he said. “But if you use the gained time interactions and scheduling tasks to look up your Facebook account, it's and activities with prospects obviously not productive.” THETHE EXCHANGE EXCHANGE 17 SPSPRIRINNGG 22001188 17

Integrate all your voice interactions with Vonage for Salesforce. Gain sales efficiencies. Improve customer experience. Vonage seamlessly integrates voice and data into your key sales, customer service, and business productivity applications. bit.ly/vonageappex 18 THE EXCHANGE SPRING 2018

CUSTOMER reviews MapAnything gives us the power to spend MAPANYTHING more time selling and Get geo-based territory management, route less time planning. planning, and lead generation with Seeing all our accounts MapAnything. CASEY RIO on a map allows our Sales & Marketing Database Administrator team to make the most UPC Insurance St. Petersburg, FL effective routes and fill in any gaps between prescheduled visits.” SPRING 2018 THE EXCHANGE 19

CUSTOMER reviews "This tool makes sending beautiful surveys to our clients directly out of DOCUSIGN Salesforce simple. Highly DISTRIBUTION recommended.” Keep life and business MICHELLE NORRIS ENGINE moving forward with Add intelligence to DocuSign electronic lead assignment with signatures. Distribution Engine. “From signing real estate “It’s now a relief when I transactions to verifying get assignment requests. documents at work, it’s Distribution Engine rare to find an app with provides a solution for such a wide application.” GEOPOINTE nearly every question LUKE SALISBURY Manage your territory surrounding assignment.” “Cornerstone strategy with Geopointe. CARLY MANDEL is a must-have “Whether your use case for training. is visualizing data to building complex criteria It’s incredibly to highlighting data powerful segments, there’s nothing with a simple FORMSTACK difficult in Geopointe.” AARON TABONE OWNBACKUP Create web forms and setup. Back up, recover, replicate, surveys in just minutes with and manage your data with I’m really Formstack. impressed OwnBackup. “Formstack expanded our “The ability to not only with its ease institutional capacity and easily restore individual let us quickly and easily of use.” build web-based forms records, but to also fix MELODIE SCHWARTZ and integrate them into metadata goofs has been our website.” NEWVOICEMEDIA a major triumph for us.” RYAN FINCHUM Cloud contact center CHARLIE SIDES software designed for Salesforce. “NewVoiceMedia makes work easier and more efficient by logging all CORNERSTONE day-to-day tasks and PROLIFIQ CRUSH ensuring all calls are GETFEEDBACK Outmaneuver the Experience effective learning across your Send customer service attached to the correct competition with key surveys that get results with files.” account planning from organization with GetFeedback. HANNAH MAHONE Prolifiq CRUSH. Cornerstone. Editor’s note: Reviews were edited for clarity and length. �� 20 THE EXCHANGE SPRING 2018

Big hug! “The beauty of this app Welcome to is that as I’m doing my our Ohana day to day, all my account breakfast plan opportunities, SURVEYMONKEY contacts, and data are being updated.” Capture customer feedback KENNETH FRANK and automate follow-up with SurveyMonkey. “Its wide spectrum of customizations allows us to leverage uses far beyond our initial SAGE BUSINESS purpose of collecting and CLOUD tracking NPS responses.” FINANCIALS PHILIP MARKHAM Making friends Control your business from finance to accounting with Sage Business Cloud Financials. We ate. We laughed. “Sage Business Cloud We drank very strong coffee. Financials puts all of our accounting needs in CONGA At Dreamforce ’17, AppExchange hosted a breakfast one place, connecting ACTIONGRID to celebrate our Ohana. MVPs, All Stars, partners, customers and products Boost data quality and and employees gathered to meet old friends — or in our CRM.” insights in Salesforce with make new ones. THOMAS MADSEN Conga ActionGrid. “I love using ActionGrid to mass assign/distribute users and update task status. It saves me hours SPRINGCM of time and I’m able to CONTRACT see the bigger picture and MANAGEMENT run the numbers.” WILL DHANASUNTHORN Automate documents and contracts with SpringCM Contract Management. Spice up Platefuls of “Using SpringCM has those eggs laughter helped tremendously Want more These are the with our contract review reviews? names L-R workflow, making it very Visit us at efficient and transparent.” appexchange.com TAMMY JONES Ohana High greetings five! SPRING 2018 THE EXCHANGE 21

WHERE IN THE THE TAIL WORLD IS end appy? Tell us where she is at #AppyAdventures and we’ll feature your answer in lots of social media. You’ll be a rock star! Got an idea for the next Where in the World Is Appy? Send us your photo of Appy in a not-so- obvious destination at #AppyAdventures and you might be featured in the next issue of The Exchange. 22 THE EXCHANGE SPRING 2018

You love being first, right? Be the first to get the latest AppExchange news. When you get our AppExchange newsletter, you'll be the first to learn how to extend Salesforce with AppExchange — through e-books, articles, webinars, and more. Join us at bit.ly/appexnews SPRING 2018 THE EXCHANGE 23

IN THE NEXT ISSUE Appy Turns One Appy celebrated her first birthday on March 30. But we brought the birthday party early to Snowforce, Salt Lake City, on March 8-9. Our Ohana joined in on the fun by wishing Appy a happy birthday. You too can join the celebration by tweeting a birthday wish to Appy using #appybirthday. For more details, check out appy1stbirthday.com.   