The Exchange Winter 2021
QUARTERLY MAGAZINE 1 202 WINTER OUR YEAR INSIDE WORK IN THE FAST LANE EVERY TRAILBLAZER HAS A STORY
THIS MONTH THE EXCHANGE WINTER 2021 8/9 WORK IN 2O 1O APPS THE FAST LANE Learn more about apps that can AppExchange solutions help small and medium businesses for Einstein Automate help grow and thrive. you automate faster. 12/13 TRAILBLAZER 24/25 CLEAN ENERGY SPOTLIGHT FOR MILLIONS er Wade Wheatley shares what OF AFRICANS trailblazing means to him. edit: Solar Sist How Solar Sister uses AppExchange o Cr t to empower women entrepreneurs. Pho 16/17 EVERY 28/34 OUR YEAR INSIDE TRAILBLAZER HAS The strangest year ever and how it A STORY transformed our lives and businesses. These Trailblazers continue to define a new level of innovation. 3
THIS MONTHLETTER FROM THE EXCHANGE THE EDITOR WINTER 2021 Change the speed LOOKING BACK AT A of work. TRANSFORMATIVE YEAR As we look at what defined 2020, resilience might be the first word Automate workflows faster with to come to mind, but I prefer transformation. Our entire ecosystem prebuilt AppExchange solutions suddenly had to think and operate differently. An unplanned reality and Einstein Automate. suddenly took digital transformation at many organizations from SEE SOLUTIONS > zero to 60 in no time flat. There were ups and downs. It was tough, and it’s still tough. But through it all, one thing is constant — our customers and partners are nothing short of amazing and inspiring. From the introduction of Work.com to going Seemingly overnight, we built a path to a completely virtual for a reimagined Dreamforce, future that many considered decades away. and everything in between, we did a whole lot There are only three words left to say: more than many could ever imagine. We went Bring on 2021. from being reactive to proactive. We met new Trailblazers doing amazing things with Salesforce to help their organizations succeed in a year that could never be Woodson Martin predicted and will never be forgotten. EVP & GM, AppExchange
Data matching It’s easy to can help get started This is all you need. Clean and append data LEADS Emails or Business name and country Identify and resolve duplicates CONTACTS Build and connect family hierarchies Emails Detect out-of-business records ACCOUNTS NEWS FROM OUR PARTNER THE EXCHANGE Business name and country DUN & BRADSTREET WINTER 2021 Data matching can help % Only 37 Sharing a unified view of customer of moderately data across business units is performing marketers one of their top five challenges. are satisfied with Clean and append data Identify and resolve duplicates the quality of their Reported in Salesforce Research’s 2020 “State of Marketing.” Data matching can help customer data. Build and connect family hierarchies Detect out-of-business records Find Clean and append data Identify and resolve duplicates Data matching can help. Your Match Build and connect family hierarchies Detect out-of-business records + Clean and Identify and Build and connect Detect Your Data append data resolve duplicates family hierarchies out-of-business records Third-Party Analytics Data matching can help. AppExchange partner Dun & Bradstreet Data matching is the process of connecting your organization’s data to a trusted set of structured, shares how technology can help create commercial third-party data to improve the quality of your lead, contact, and account data. Data matching, It’s easy to get started. efficiencies and automation with cleansing, and enrichment are key to fine-tuning sales and marketing success. Fully built-out customer Clean and Identify and Build and connect Detect This is all you need. even the most complex data. append data resolve duplicates family hierarchies out-of-business records profiles can improve prospecting, cross-sell, and upsell strategies. LEADS CONTACTS ACCOUNTS It’s easy to get started. Emails or business name and country Emails Business name and country This is all you need. LEADS CONTACTS ACCOUNTS Emails or business name and country Emails Business name and country Dun & Bradstreet is a global provider of business decision-making data and analytics that enable B2B Accurate and actionable lead, contact, and account data within Salesforce helps you get the most from your companies around the world to improve their business performance. Automated data stewardship CRM investment across the entire revenue organization. Regularly cleaning your records of outdated data and workflows help improve CRM data quality. You can set up custom matching rules specific to your connecting additional information to have a full view of your customer base is foundational to drive improved company’s needs using 180 available fields. Data cleansing and management are also automated, which revenue operations efficiency, sales productivity, and marketing activation. frees up time to focus on more strategic initiatives. TAKE A TEST DRIVE OF D&B OPTIMIZER FOR SALESFORCE ON APPEXCHANGE. 7
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 Robotic Processing Bots Automation (RPA) Make it easy for your customers to quickly find Enhance productivity by automating repetitive, answers by automating common questions and manual tasks such as entering text and updating conversations. Extend Einstein Automate with fields. Speed up customer self-service and customer service bots in this bots collection. enhance agent productivity with this RPA Einstein Contact Us Bot collection. Turns static web forms into conversations with UiPath embedded chat widgets. Seemlessly add world-class UiPath RPA Get the bot > Work in capabilities to your Salesforce experiences. Rider Bot Get it on AppExchange > Interact with field service appointments over SMS Automation Anywhere and a variety of other messaging channels. Launch bots from anywhere in Salesforce, pass Get the bot > the Fast Lane data, and get a response. Chronos Bot Get it on AppExchange > Schedule, view, or adjust Lightning scheduler Blue Prism RPA appointments using chat or SMS. Easily build and deploy an intelligent digital Get the bot > workforce equipped with advanced RPA and AI technology for enhanced, personalized customer Flow Templates experiences. Get it on AppExchange > The Flow Templates collection and Einstein Automate give you the edge you need to Flow Actions assemble industry-specific flows on the fly to build seamless, guided, and connected Build seamless, connected experiences that experiences. align with your specific business needs. With Adding Multiple Related Records flow actions and Einstein Automate, you’ll Install prebuilt business processes as flow create stand-alone building blocks to build templates that you can clone and customize to flows. Discover all of the flow actions here on meet your needs, without starting from scratch. AppExchange. Get the flow template > Flow Video Player & File Viewer Questionnaire Form Embed videos and files in your Lightning Flows. Capture, organize, and automatically link Control the video size, starting position, and auto- responses to appropriate users or external play directly inside of your Flow screen. systems. Get the flow action > Get the flow template > Service Agent Script for Lightning Flow Taveza Help your service agents manage customer cases Use these free flow templates and make your flows better with this lightweight to clone records with children, AppExchange solutions for Einstein Automate call script component. and generate records with Get the flow action > originating values from help you automate faster. Customizable Flow Header & Footer with multiple objects. When it comes to innovating and automating, Einstein Automate is smart. Take a Progress Indicator Get the flow template > look at these prebuilt AppExchange solutions that can help you speed up customer Instantly convey key flow information to both the end user and internal agents, all while massively self-service, enhance productivity, and automate workflows even faster with Einstein improving usability. Learn more about Einstein Automate solutions in Automate. Get all of the solutions that work with Einstein Automate here. Get the flow action > this collection page on AppExchange. 9
NEWS FROM OUR PARTNER THE EXCHANGE INFORMATICA WINTER 2021 GET A CLEAR VIEW OF FOUR BENEFITS OF PROPERLY MAPPING AND MANAGING DATA HIERARCHIES: • Clearer Visibility: View connections between your customers and prospects to inform YOUR TOP business strategy. • Better Reporting: Make connections between accounts to direct marketing, sales, legal, CUSTOMERS. and procurement efforts. • Smoother Selling: Identify subsidiaries of established accounts to upsell and prospect. • Effective Territory Management: Reduce costs and increase efficiencies by aligning sales efforts. THREE WAYS DATA HIERARCHIES CAN HELP BUSINESSES ORGANIZE THEIR CUSTOMER DATA: • Multi-view: Marketing, sales, and service can track campaign influence, better understand sales forecasts, and identify cross-sell and upsell opportunities across an entire organization. • Multi-source: Create, edit, compare, manage, and view additional hierarchies from various data sources in real time. • Multi-type: Categorize hierarchies based on business unit type or prebuilt legal, franchise, or sales type rules. With a single view of the customer, data can be leveraged cross-departmentally. Make informed business decisions with data hierarchies. Rolling up and drilling into data hierarchies allows companies to organize and manage complex business relationships and ownership models in a single, consolidated view. This gives executives With the proper implementation of data hierarchies, everyone from executives to sales reps on the insight into who their top customer is globally, by region, by salesperson, by legal entity, and more. floor can access data to see how each customer is positioned relative to other entities. This enables AppExchange partner Informatica shares how to use a variety of hierarchical views of customer businesses to gain a thorough understanding of customer interactions and take the appropriate data within Salesforce to make informed business decisions. action to build and strengthen their customer relationships — from the top customers down. LEARN MORE ABOUT INFORMATICA FOR SALESFORCE ON APPEXCHANGE. 11
IN THE SPOTLIGHT THE EXCHANGE WINTER 2021 OUR FAVORITE TRAILBLAZERS: WADE WHEATLEY HOW DID YOU GET INVOLVED WITH SALESFORCE? In the fall of 2019, Graymont hired Sameer Afsar as their CIO, and I started working on a project with him. Before Graymont, Sameer worked as a Salesforce consultant for several companies. As we worked together, he introduced me to the CRM and AppExchange ecosystem. Being someone who loves learning, I immediately admired his expertise and wanted to learn more. From there, Sameer introduced me to the Trailblazer Community and Trailhead learning modules. A few months and 90 badges later, I became Graymont’s Salesforce Admin. WHEN DID YOU FIRST USE APPEXCHANGE? The first time I really engaged with AppExchange was when Sameer asked me to download Mogli SMS for a few initiatives we were working on. This was in addition to several other apps we are using, including DocuSign and Zenkraft. Less than one year later and we have seen a 367% increase in new appointments through our lactation consulting services, as well as an increase from zero to 150 Salesforce Admin A horticulturist turned Salesforce Admin, Wade Wheatley 5-star Google reviews in less than a month. Graymont Medical discovered Salesforce through a job he found with the WHAT DOES BEING A TRAILBLAZER help of a temp agency. One year later, Wade’s career MEAN TO YOU? It means constantly having a thirst for knowledge and learning. As a has sprouted with the speed of a storybook beanstalk. Trailblazer, you have a sense of joy about learning and pushing yourself and not being satisfied with your knowledge level where it’s at. This He’s moved from being a billing specialist at Graymont drives you to go where you haven’t gone before — to blaze new trails. Medical, to managing all of their Salesforce efforts. He WHAT ADVICE DO YOU HAVE FOR chatted with us about these exciting changes. OTHER TRAILBLAZERS? Keep doing trails. Take advantage of the Trailblazer Community groups and answers sections, which allow you to exchange information and learn from others. And then, if you can find someone like Sameer — a mentor who will come alongside you — invest in that relationship. They will be able to help you with tips, tricks, and interesting solutions that don’t always show up on Trailhead. 13
NEWS FROM OUR PARTNER THE EXCHANGE CONGA WINTER 2021 Contract management solutions play a significant role in digital transformation and the customer experience, especially as businesses move into 2021 and plan for future disruptions. With fewer in-person deals being conducted and a growing focus around maintaining compliance and security in digital transactions, legal teams and organizations are looking to contract management solutions for answers. AppExchange partner Conga has identified several factors that are driving businesses to adapt and implement contract management solutions with increasing urgency. REMOTE WORKFORCE VOLUME OF CONTRACTS With employees working remotely, As businesses become financially affected 1businesses need a reliable, cloud-based 2by the pandemic, a larger volume of contract lifecycle management (CLM) contracts requires revisions. Legal teams solution like Conga CLM that allows need a tool like Conga CLM to help them legal teams to securely access copies of easily find, review, edit, and revise contract contracts and important data on demand terms and force majeure clauses. from anywhere. MULTIPLE STAKEHOLDERS GLOBAL BUSINESS There is an increased chance for error when International business operations and a global 3legal teams have to identify and track the 4customer base expose enterprise organizations changes made by different approvers while to the risk of litigations in regional markets. Legal DRIVING maintaining multiple contract versions. teams must ensure the organization adheres Conga CLM has a central repository that to local laws, which can be costly, especially if keeps track of and manages different disputes arise and must be solved. Conga CLM DIGITAL versions, while also offering notification and can reduce such risks and support the global reminder features to help legal teams track operations with smart contract terms within the the edits from various stakeholders. system that guide legal teams through local laws TRANSFORMATION to save time, effort, and money. Six reasons businesses COMPLIANCE REVENUE LEAKAGES With the constantly changing rules of An inability to track renewals, missing are evolving 5engagement, adhering to compliance 6payment cycles, and nonfulfilment of standards is always the topmost priority for contract clauses due to manual processes their contract the legal department. Failing to comply with and traditional tools often results in revenue the governing laws can cause a huge loss leakage. Conga CLM can prevent these management of revenues and reputation. Conga CLM losses with the ability to send notifications helps ensure organizations comply with such and reminders to task owners. solutions. governing bodies and limit risks. LEARN MORE ABOUT CONGA SOLUTIONS FOR LEGAL ON APPEXCHANGE. 15
IN THE SPOTLIGHT THE EXCHANGE WINTER 2021 Every Trailblazer Has a Story While it might have felt like the entire world came to a standstill in 2020, Trailblazers continued to drive transformation and change throughout their organizations. Thanks to their determination and yes — a few AppExchange solutions — these Trailblazers continue to define a new level of innovation. Joanna Iturbe Jen Haberman Trailblazer Joanna Iturbe’s career has been of what it means to be an Enterprise CRM Jen Haberman is a Trailblazer who sees growing her company and building defined by helping others. From simplifying Functional Director. Joanna Iturbe is a beyond the bottom line. As Vice President meaningful relationships with her team processes for her team members at the community builder, and her impact on the of Sales at Beyond Better Foods, Jen leads members and partners is what makes Jen University of Colorado to ensuring students community at the University of Colorado is her team with the greater good of both the Haberman a Trailblazer in the truest sense have a positive onboarding experience at the one that won’t soon be forgotten. company and each individual in mind. A of the word. university, Joanna is committed to improving tech-savvy leader, Jen uses AppExchange the lives of those around her. Joanna also Watch Joanna’s story Watch Jen’s story understands how technology can help her apps to guide both her team and her accomplish her goals. By using AppExchange organization into a promising future. Above apps to deliver consistent experiences to all else, technology helps Jen enable three everyone at the university, whether that key components for Beyond Better Foods: means students, faculty, or alumni, Joanna collaboration, efficiency, and freedom. is able to constantly push the boundaries Striking the perfect balance between 17
NEWS FROM OUR PARTNER THE EXCHANGE GRAX WINTER 2021 How Reuse Fits into Data Protection Strategy According to ESG Research Report, “The Evolution from Data Backup to Data Intelligence,” February 2020. Backup & Restore Data Archive Capture Changes 360° Visibility Basic backup Reduce storage Navigate changes Make cloud app and recovery costs without in your cloud app data available removing data data over time across your org How GRAX works with Salesforce Businesses need a secure and reliable way to back up and archive their Salesforce data while also Hyperforce Ready Customer 36O Salesforce Native GRAX runs in the customer’s Backed up and archived Runs right inside of keeping it accessible and available for reuse to optimize and grow their business. By backing up their cloud environment. data remains available in Salesforce — no need to Salesforce application data, organizations can support compliance needs while protecting their Salesforce and Tableau. log in to another tool. most valuable asset: their data. AppExchange partner GRAX shares how choosing a backup and archive solution that lets you capture changes, own your data, and keep it available in production The right backup and archive solution can help organizations adapt to change and make decisions can maximize your historical data’s strategic value. quickly by enabling them to get more strategic value out of their historical data in Salesforce. LEARN MORE ABOUT GRAX ON APPEXCHANGE. 19
THIS MONTH OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 1O APPS to Help Small and Medium Businesses Grow and Thrive How can small to To help small and medium businesses identify the right App Guide. Here are just 10 of the featured apps to help AppExchange solutions for their current business needs, you save time on manual processes, become more data- we created the Small and Medium Business Solutions driven, enable employee collaboration, and more. medium businesses DocuSign eSignature Conga Sign Create agreements with Salesforce data, customize Effortlessly deliver structured, templated communication to agreements, and send them to be signed on any device. any e-signature signer — inside or outside of Salesforce. stay agile? FIND IT ON APPEXCHANGE FIND IT ON APPEXCHANGE JabberJaw Salesforce CRM Dashboards With the help of AppExchange solutions that are right for their specific Collaborate quickly and easily within Salesforce via chat with Help sales and service teams stay on top of every deal or case, challenges. Our newest app guide is chock-full of ideas. Find just what this free app. You can also upload images and files for a fully and close more business on time with this free app. you’re looking for with quick descriptions and customer reviews. optimized experience. FIND IT ON APPEXCHANGE FIND IT ON APPEXCHANGE READ THE GUIDE > FinancialForce Professional Zapier Services Automation (PSA) Connect Salesforce to all the web apps you use and automate your entire workflow. Manage your professional services team, customers, projects, FIND IT ON APPEXCHANGE and financials all in one integrated app. FIND IT ON APPEXCHANGE Campaign Monitor for Salesforce Send personalized and targeted email marketing campaigns. Trail Tracker by Trailhead FIND IT ON APPEXCHANGE Install this free app to guide employees through their Salesforce learning adventure on Trailhead. AppExchange has a large variety of solutions. The new Small FIND IT ON APPEXCHANGE and Medium Business Solutions App Guide makes it easier to find the ones that are right for your business. Gainsight Prevent churn by identifying at-risk customers, creating systematic processes to mitigate concerns, and efficiently ramping up engagement efforts. FIND IT ON APPEXCHANGE Box for Salesforce Centralize documents across your organization to streamline processes and accelerate sales cycles. FIND IT ON APPEXCHANGE 7
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 DreamTX The Highlight Reel You’ve got questions. AppExchange had our paws all over DreamTX, the Dreamforce Trailblazer Experience. From AppExchange Chat awesome app demos to unique sessions, we had a blast displaying innovative solutions, has answers. and handing out a few prizes along the way. Select listings now have live experts ready to answer Let’s take a look back at the AppExchange your questions so you can make your business decisions faster. events of DreamTX. Just look for the blue chat icon. AppExchange: Extend Every A Demo Jam to Remember LEARN MORE > Customer 360 with Partners Three AppExchange partners – Copado, DocuSign, and Speakers Christine Lee, Andrew Gothelf, and Will Nourse OwnBackup – had three minutes each to show off their discussed how AppExchange can help companies lead solutions and compete for your vote. Find out who took away strategic events, quickly solve problems, and extend the top prize by watching the replay. Salesforce. WATCH A REPLAY OF THE DEMO JAM WATCH A REPLAY OF THE EPISODE Dreamforce to You Summit Session: 20 Free Apps in 20 Minutes Partners and AppExchange This fast-paced, game show-inspired episode highlighted 20 Customers from across the community spoke about how they free AppExchange solutions that can be instantly installed off are solving business challenges with the help of AppExchange of AppExchange and integrated into your Salesforce org. partners. WATCH A REPLAY OF THE EPISODE WATCH A REPLAY OF THE SESSION Sweepstakes The Demos Trailblazers took to Twitter to enter for a chance to win a Eight AppExchange partners hosted demos of their solutions. pawsome variety of prizes. By taking a picture of their favorite Customers learned about all the ways the solutions can help listing and tagging @AppExchange, they were entered into the them solve challenges. sweepstakes, with winners receiving kits from Appy including EXPLORE ALL THE DEMOS picnic gear, home office setups, and more. CHECK OUT THE WINNERS OF THE SWEEPSTAKES
THIS MONTH OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 Relying on Sales and Inventory Data to Drive Success According to Founder and CEO Katherine Lucey, one of the key ways Solar Sister uses Salesforce is to track sales and inventory data. Though the locations their field agents Alicia Oberholzer work in are scattered across two countries, all of the data feeds into a central data system to give them live, real-time Impact Associate insights into what is happening with their business. Solar Sister “If we didn’t have this kind of insight into the business and how COVID-19 was impacting our entrepreneurs, I don’t think we would have been able to continue to operate and scale in the way that we have,” Katherine said. Solar Sister Impact Associate Alicia Oberholzer added, “Without Salesforce I don’t know how we would be er tracking our sales, or making informed decisions that empower our entrepreneurs. And I think what sets Salesforce apart is that we can do all of this in one Katherine Lucey place, whereas if we went with a different software, Founder and CEO edit: Solar Sist we might have to have four different software Solar Sister o Cr programs to take care of four different processes. t Pho So, Salesforce really helps us have one source of truth for all of our business, customer, and donor data.” BRINGING Enabling Remote Data Entry Salesforce might be the backbone of Solar Sister’s data remotely, without an internet connection. TaroWorks management system, but without AppExchange app saves field agents around two hours per day by CLEAN ENERGY TaroWorks, the team would not be able to have access allowing them to submit data, information, and to real-time insights. reporting straight to Salesforce while working offline in Because most areas of Nigeria and Tanzania do not these completely remote areas. TO MILLIONS have internet access, field agents have to collect data OF AFRICANS Creating a Better Customer and Donor Experience In order to support local African women in creating “Classy for Salesforce has not only made our online How Solar Sister uses AppExchange to sustainable businesses that spread clean energy to their fundraising simple and effective, but it also perfectly empower women entrepreneurs. communities and beyond, Solar Sister is in the process of integrates with Salesforce,” said Katherine. “With this app, deploying we have been able to execute more online campaigns, Mogli SMS, an app that will allow the team to As a social enterprise serving more than 5,000 When the pandemic swept its way across the communicate with their entrepreneurs from anywhere, expand our donor base, and increase the amount of women entrepreneurs in Nigeria and Tanzania, nations, Solar Sister was able to seamlessly anytime. They hope that in addition to sending their fundraising coming in.” Solar Sister knows what it’s like to manage an transition to working remotely because of entrepreneurs regular encouragement and business tips, Together, Salesforce and AppExchange have allowed Solar ever-changing, off-the-grid customer base. Salesforce and the AppExchange apps it had they can also send out customer satisfaction surveys to see Sister to accomplish in 10 years what would have taken a Prior to COVID-19, previously deployed. Here’s how the team was how they can improve their service experience. lifetime or two to tackle: bringing clean energy to millions Solar Sister had distributed more than 400,000 clean energy products and able to continue through change, even in crisis. None of this would be possible without the donor base in Africa. provided clean energy to more than 1.7 million Solar Sister has been able to build. Recently, the team implemented people in Africa through the entrepreneurs Classy for Salesforce to assist in their online they empower. fundraising campaigns. 25
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 Bringing the Cheer ying home with o sta oasts t aking and virtual t ed merrym ask om m r F Coming Soon to an , a y a e a little (ok er tions w a elebr y c s holida e fur babies, 2020’ festiv ained the same — em ut one thing r ears past. B an y t th en t) differ lo o all s t ’ e . Her e t a elebr o c w t ws ho unity kno omm e C ang ch the AppEx . ear w y y ne , health y app o a h s and t f u o Inbox Near You y l h t n o m r u r O e t t e l s w e n New AppExchange solutions. community news. om: tt o bo op t ft, t e L y Allen, Amelia Cast, Ashle . ong a Armstr y an ooden, T e W Alic . y , and Happ y ode Carlos Siqueria, C , middle: e v Abo iers. anda and P Am om: tt o bo op t t, t igh R . y o onr endan C Br ylin. a abelle and K Ann z. ee and Hugh Muno Jennifer L Customer success stories. Same great content! All new look! Don’t miss it. Sign up for our newsletter at bit.ly/appexnews.
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 As the first month of 2020 arrived, the world was gearing up for an exciting year ahead. For longtime readers, you might remember we discussed the importance of goal setting and provided tips, insights, and what just a few of our customers were betting big on for 2020. And then the world changed. Businesses, families, and individuals all went from planning the future to surviving the now. We grappled with a health crisis, an economic crisis, and a social crisis. And while we are still navigating these issues well into 2021, there were some shining moments in the last 12 months. 2020 brought with it the opportunity for people everywhere to reexamine their habits, change their perspectives, and recalibrate their lives. For the AppExchange team, we’ve seen countless companies leverage technology to not only overcome sudden challenges, but to fundamentally and permanently alter the way they do business. And we’ve seen how our customers, our Trailblazers, our evangelists — our friends — have given new life to the meaning “resilience.” Our community came together to turn a challenging year into a promising new beginning. Let’s celebrate those pandemic superpowers. Our Year Inside Building Adaptability At first, being stuck at home seemed like a great chance to tackle those home improvement projects we’d been putting off. Some of us kept it simple with a fresh coat of paint. Others learned impressive new skills. Suddenly, tiling the kitchen floor or rewiring a ceiling fan didn’t seem so daunting. Businesses faced new challenges, too. They had to adapt to The strangest year ever and how it transformed our lives and businesses the new reality. 29
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 “Trupanion had a crisis plan in place. Based in Seattle, a city built on fault I’ve used my tried-and-true response: #domoregood. lines and near volcanoes, they had a plan just in case, which included a Consequently, #foodforce (because obviously food is cloud-based, virtual workforce. No one was fully prepared for COVID-19, but we worked to make it easier and faster to deploy these crisis plans. For my love language), Nonprofit Dreamin, Trupanion, within 72 hours, everyone was working from home with almost and the Nonprofit Virtual Social Hour. no disruption to their services.” Ryan Olson Melissa Hill Dees Former Manager of Contact Center Operations and Analytics, Trupanion APPEXCHANGE ALL STAR A new hobby I took up is hiking. The first month of “When the Paycheck Protection Program lending started, we got our lockdown had me going a little stir-crazy, so I took to approval and started doing SBA loans. We had to get up and running with getting out into nature, solo hiking trails around Orange that process within hours, not days or weeks. When all was said and done, we were able to help small businesses save 8,800 jobs over a three-month County to recharge and get away from technology. It’s period. In addition to a seamless experience for our clients, we remained helped my mental state in big ways. I’m even planning to dedicated to serving the community.” thru-hike some longer trails (the John Muir Kim Wargo, Associate Vice President and Salesforce Admin, Trail) in a couple of years because of it. FineMark Bank and Trust Jim Mitchell Putting Together the Pieces APPEXCHANGE ALL STAR Some of us turned to crafts that we hadn’t had the time or patience to Keeping Pace master before. We finally figured out the loop stitch and learned how to appreciate the importance of each thread, interwoven with others to create a beautiful whole. With empty offices, organizations realized how Eventually, we realized that our new reality was going to last quite a while. each member of their workforce was integral to the company’s success. We shifted from crisis mode to a more sustainable balance. Self-care and New ways of doing things had to be tried — and it had to be done fast. wellness became more than buzzwords. They became our path forward. Because of technology, employers were able to quickly find ways to keep From smoothies and sunrise runs, to meditation and yoga, we found ways their workers connected. to focus on our own wellbeing. Businesses had to do the same. Stabilization was the first step. Business continuity was the second. “I did a lot more crocheting — it made things much more bearable!” Organizations turned to technology to help them keep running and Nadina D. Lisbon, AppExchange All Star continue meeting their customers’ needs. 31
OUR COMMUNITY THE EXCHANGE ROCKS WINTER 2021 Measuring Up Growing and Thriving Whether it was the perfect sourdough, the most fabulous focaccia design, During the spring, many of us planted gardens. Tending the plants was or the softest sponge cake, baking became an international pastime in cathartic, and when they bloomed, we swelled with pride. Harvesting the 2020. Finding the right recipe and following it precisely were essential. fruits and vegetables of our labor gave us a sense of achievement unlike Measurements needed to be exact, and the correct steps had to be anything else. Many of us were also tending our businesses, nurturing followed. Despite the odd, fluid nature of time we were all experiencing, them, and helping them grow. With our hard work and the help of some successful bakers were able to keep track of it — the right amount of time to fantastic apps, many of these organizations were able to thrive during an rise, to proof, to bake. Companies also needed to stay tethered to time. unprecedented time. Their customers were still relying on them to stay on schedule. “The amount of time freed up by this automation allows us to allocate even more time toward innovation. In a period where a lot of brands are I’ve cooked a Peking duck twice — Thanksgiving and focusing efforts on managing their supply chain and making sure that they Christmas. It takes several days prior to the day you can get through this period, we actually have the bandwidth to think about what comes after this period, which I think is unique.” cook the Peking duck to prep it. The skin came out Jen Haberman, Vice President of Sales, Beyond Better Foods crispy and the meat juicy and tender. I’m particularly proud of this because years ago, I didn’t cook. And this year, I made something complex. We created a vegetable garden. Some might say we Jennifer W. Lee over-engineered it. We cleared a piece of land east of SALESFORCE MVP the house, put up a greenhouse, and built a vegetable haven with boxes, a trellis, arbors, and gravel paths. It taught me there is a whole world of fun outside my “It’s vital for us to be able to deliver continuous, effective service when the computer where I can learn how plants unexpected happens. Unplanned events can have a serious impact on grow and become more self-sustainable. business operations, so continuity planning is crucial to ensure the contact center can run smoothly in all eventualities.” Charly Prinsloo Chris McClellan, CEO and Founder, RAM Tracking SALESFORCE MVP 33
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WHERE IN THE WORLD IS APPY? Photo: Scott Luikart Tell us where she is at #AppyTravels and we’ll feature your answer in lots of social media. You’ll be a rockstar. Got an idea for the next Where in the World Is Appy? Send us your photo of Appy in any destination at #AppyTravels and you might be featured in the next issue of The Exchange.