[Webinar] - Digital Transformation Through Salesforce | JK Tehnosoft

Digital Transformation
Through Salesforce
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Copyright © 2020, JK Technosoft. All Rights Reserved. 2
Email: ravi.teja@jktech.com
Twitter: @rtboggala
Linkedin: Ravi Teja Boggala
Ravi Teja Boggala
Technical Architect - Salesforce
TODAY’S SPEAKER

JKT Salesforce offerings
4
• End-to-End implementation
• Custom application development
• Integration services for connected enterprise solution
• Merger and restructure of orgs
• Consulting and solution services
• Org Management & CI/CD Implementation
• Data Quality Assessment
Copyright © 2020, JK Technosoft. All Rights Reserved.

Agenda
5
Salesforce Custom Application Development Setup
Digital Transformation - What and Why?
Salesforce Platform
Salesforce for Digital Transformation
Salesforce Features & Capabilities
Web Components Overview
Conclusion and Q&A
2
3
5
1
6
4
7
8
Few Case Studies
/company/jk-technosoft/
/JKTechnosoftServices

6Copyright © 2020, JK Technosoft. All Rights Reserved.
How important is the Digital Transformation for business growth ?1
1How business process can be effective by salesforce transformation ?2
How can salesforce be one stop solution for your business growth?3
4
What is the purpose of custom application development and how is development managed ?5
How salesforce cope up with UI building technologies coming up in future ?6
SDLC setup in order to have continuous application development & delivery ?7
How can I trust salesforce for my Business Data like Customer info, Customer Transactions etc which
is on cloud ?
8
How Salesforce helps various industries with its CRM and other enterprise applications?
What You Get by Investing Your 45 Min of Time Today?

Digital Transformation - What & Why?
What?
Why?• Cultural Change
• Organizational Change
• Operational Change
• Through smart integration of digital technologies
• Evolving business landscape
• Changing customer expectations
• Gaining competitive advantage

Salesforce for Digital Transformation
Customers to drive the business, so the focus of any
transformation should be the customer
Social media, mobile, analytics and cloud technologies
form the pillars of any transformation
Having the right set of employees who think progressively
and accept changes holistically
Empowering employees and customer with right set of
tools
01
02
03
04

Marketing Automation
End this
Automation
Notify Sales
Team
YesNo
Wait 1 Day
Contact visits
Webpage
Wait 1 Hour
Send email: Interested
in learning more?
Businesses can target customers
with automated messages across
email, web, social, and text.
The time and cost-saving effects
of automation increase as an
organisation grows in size and
complexity.
Technology that manages
marketing processes and
multifunctional campaigns, across
multiple channels, automatically.
Helps with lead generation,
nurturing, and scoring, as well as
with measuring overall ROI on
campaigns.

Sales Automation
01 Awareness
Generate awareness and
produce leads
03 Decision
Decisions are most likely
depends on rate of matching
customer expectations &
negotiations.
02 Interest
Get Connected to the
customers and find out their
interest
04 Action
Take necessary approvals for
the customer expectations &
negotiation.

Customer Satisfaction - Service Automation
Portfolio Presentation
Case Creation
Knowledge
Service Console
Live Agent
Web 2 Case
Solutions
Communities
Social Media
Email 2 Case
Escalations & Auto-Response
Rules
C
D
E
A Deliver more intelligent, satisfying self-service.
B Give service reps the information they need, fast.
Call Centre setup with CTI
Empower every service employee to be successful
Deliver AI-powered contextual recommendations
F Boost productivity
G Optimize training and management

Salesforce Chatbots
AI & Bots
Knowledge
Channels
Case
Management
Quick case deflection1
Reduced wait times2
Saved time for agents3
Efficient redirects for customer inquiries4
Intelligent responses through NLU5
Benefits:
Features:
1 AI Powered bots using NLU (Natural Language
Processing)

Salesforce - Customer 360
Use Cases:
Key Features
Data unification - Single
Source of truth
Consent management
Personalized customer
engagement
Optimization based
on Einstein insights
Advanced audience
segmentation
 Multiple Salesforce Orgs
 Multiple Systems for Various
Business Functions
 Commerce Cloud Integration
Salesforce Customer 360 is a tool
that allows companies to
connect Salesforce apps and create
a unified customer ID to build a
single view of the customer.

Internet of Things (IoT)
Areas which are already
making positive use of IoT
• Consumer applications
• Manufacturing
• Medicine
• Agriculture
• Environmental protection
• Infrastructure management
• Energy
Number of devices
already connected
Around 8.3 billion devices
are already connected to the
IoT, from the Medicinal
Device Implants, Fitbits on
our wrists and the WiFi in
our cars to home-
monitoring systems.
An IoT system consists of sensors/devices which “talk” to the cloud through some kind of
connectivity. Once the data gets to the cloud, software processes it and then might decide to
perform an action, such as sending an alert or automatically adjusting the sensors/devices without
the need for the user.

AWS Lex Chatbot Managing Through OMNI Channels
Customer Starts chat
through Snapin Chat
button in browser
Agent provides
answer to customer
through chat
Configured queries are
answered by Bot
Complex queries passed to
salesforce omni channel
OMNI Channel passes
chat to available agents
OMNI-Channel
SALESFORCE APIs
AWS Lex Chatbot picks the
chat & decides if it can answer
the query
Chatbot calls Salesforce
API for answer
Offline forms to capture
customer queries if agent not
available

Other Key Features
Files
Salesforce
Communities
• Salesforce communities is a
portal, a help forum, a support site
and HR central. Data from your
community lives in your Salesforce
org, and data living in your
Salesforce org can be shared
externally through your community
• File management in salesforce used
to attach any kind of document to
record i.e. (Word, Pdf, Excel, Csv, …)
in files object, external files links can
also stored in Salesforce.
• Salesforce Files connect is used
share or archive files with share
point, FTP, SFTP to any other
servers.
Force.com
Sites
• Salesforce Sites enables you to
create public websites and
applications that are directly
integrated with your Salesforce
organization—without requiring
users to log in with a username and
password.

Industry Specific Solutions
17
Health Care Application
Care Plan (Case)
Tasks
Goals (Custom Object)
Problems (Custom Object)
User
• Internal
• Community
Contacts
Care Team
Case Team Member
Case Team Role
Clinical Data
Custom EHR Tables
• Financial Services
• Healthcare Life Sciences
• Communications
• Retail
• Consumer Goods
• Media
• Government
• Manufacturing
• Transportation & Hospitality
• Automotive
• Higher Education
• Non-Profit
By Industry
Patient ( Individual )
Contact Account

Salesforce Platform
Customize and extend your CRM
solution with my Lightning
Engage employees with apps
Create amazing customer
experiences
Analytics Web SDK
Apex
Platform

IP Types
IP Maturity Level
Availability Status
19
Purpose of Custom Development
Initiated
Partially
Completed
Completed
Integrated Electronic Circuits(IC) Foundry
O u r I T P a r t n e r w h o i s a l e a d i n g s e m i c o n d u c t o r f o u n d r y
m a n u f a c t u r i n g i n t e g r a t e d c h i p s h e a d q u a r t e r e d i n S a n t a
C l a r a , C a l i f o r n i a .
AMS IO Phys Logic Memory Other
Design Kit
Available
Design Kit QA Prototype
Tapeout
Functional in
Prototype
ProductionSilicon Report
Available
Silicon Report
QA

Lightning Web Components
20
• Encapsulation
• Declaration
• Extensibility
• Composability
• Reusability
Components
• Components with Interoperability & Scoping
Web Components
• Interoperability.
Why web components ?
• Lifespan
• Portability
• Interoperability
Why does this matter?
The Lightning Web Components UI framework uses core Web
Components standards and provides only what’s necessary to
perform well in browsers.

Continuous integration (CI) is the practice of
automating the integration of code changes from
multiple contributors into a single software
project.
HIGH LEVEL DIAGRAM FOR CI PROCESS
Note : Bitbucket can be replaced by Github
or similar tools. Bitbucket pipelines is
similar to Jenkins
CI/CD in Salesforce Development
Sandbox &
Production
Bitbucket
Push Commit
VS CodeDev 1
Dev 2 VS Code
Update Ticket
Fetch Changes
Development
Bitbucket Pipelines
Automated Build
Automated Deployment
21

22
The client is a leading global manufacturer and distributor of high-quality shower doors, tub doors; shower
enclosures and acrylics shower bases. The company is very well known for off-the-shelf and custom shower
door solutions with sleek modern style and impressive high value.
Real life Scenario Case study
• Manual Sales & Support
Process.
• Duplicate Customer Records
which is spoiling the reputation.
• Data Quality
• Multiple systems and no
centralised data accessibility.
• Solutions accessibility for
service engineers are through
physical catalogues and books.
• Time taking for case
registration and closing is high.
• Customer Support overall cost
to customer is high.
Challenges
Solution
BusinessImpact
• Sales Cloud & Service Cloud
• Data quality Assessment
• REST API for application
Integration and SOAP API for
Server to Server Integration
• Case Solutions and Content
Management
• *Access to Field Engineers on
their personal devices about
case solutions.
• *Online assistance and Lex Bot
helped customers support
functioning effective.
• Smart and enhanced customer
service for existing customers
through AI Chatbot - 60%
reduction of calls.
• Unified view of customer inside
Salesforce Service Cloud console
which improved the productivity
of customer support agents by
more than 25%
• Sales and Support teams
interactive UI where they
stopped doing paper work done
by support agents on customer
calls.
• Quick turnaround time for PROD
releases ensuring that critical
features can be addressed faster
as per business needs.

Salesforce Subscription & Data Security on Cloud
• Yearly subscription is low cost than monthly subscription.
• Different pricing models based on different editions.
• Pricing varies based on small/medium/large scale industries from $25 to $300
/user/month.
• Salesforce.com uses a variety of methods to ensure that your data is safe, secure, and
available only to registered users in your organization.
• Your data is secure with salesforce.com. Your data will be completely inaccessible to
your competitors.

Questions ?

Thank You
Email : marketing@jktech.com
I N D I A
JK Technosoft Ltd.
A-2, Shopping Complex,
Masjid Moth, G.K. II,
New Delhi – 110048
Tel: +91 11 29222864-65
Fax: +91 11 29228048
NOIDA
F-2 & F-3, Sector-3
Noida – 201301, Uttar Pradesh
Tel: +91 120 4606200, 4606300,
4084500, 2539133
Fax: +91 120 4606277
BANGALORE
Indiqube – Grape Garden
33 Coconut Grove, 648/1/1, 1A Cross,
18th Main,6th Block, Koramangala,
Bengaluru – 560 095. Karnataka.
Phone No: 080-46724000.
KOLKATA
Asyst Park
1st Floor, GN 37/1
Sector 5, Salt Lake
Kolkata – 700091
West Bengal
MUMBAI
1st Floor, K. Raheja Platinum, WeWork
India
Sag Baug Road, off Andheri-Kurla
Road Marol,
Andheri East,
Mumbai – 400059
Maharashtra
Hyderabad
Dwarka Central, 4th Floor,
Plot No.-57, Hitech City Road VIP Hills,
Jaihind Enclave, Madhapur,
Hyderabad- 500081
Telangana
U N I T E D S T A T E S
Proserve Consulting Inc.
608, Fifth Avenue, Suite 401,
New York, NY 10020 USA
Tel: +1 212 265 1626
Fax: +1 212 586 4067
U N I T E D K I N G D O M
JK Technosoft (UK) Ltd.
Regus – Venture House, 2 Arlington
Square,
Bracknell, Berkshire, RG12 1WA,
United Kingdom
Tel : +44 (0) 1344 393032
N E T H E R L A N D S
JKT Netherlands B.V.
WTC The Hague Business Center,
Prinses Margrietplantsoen 33, 2595
AM The Hague,
The Netherlands

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[Webinar] - Digital Transformation Through Salesforce | JK Tehnosoft