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Salesforce’s Andy Kung on the Power of CRM Integrations

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What happens when you combine the world’s most popular CRM solution with the power of Twilio APIs? Something electric called Lightning Dialer. Andy Kung, Director of Product Management for Sales Cloud at Salesforce, joined Twilio at SIGNAL 2017 to share all about this new VoIP product in Salesforce. Watch his full talk here: https://www.twilio.com/learn/contact-center/salesforce-s-andy-kung-on-the-power-of-crm-integrations

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Salesforce’s Andy Kung on the Power of CRM Integrations

  1. 1. The Power of Lightning Dialer and Click-to-Dial in Salesforce ​Andy Kung ​Director, Sales Cloud Product Management
  2. 2. Forward-Looking Statements
  3. 3. Connect Faster Using Lightning Dialer Connect to Customers Instantly Inbound and outbound one-click dial Enter Call Notes in Pop Up Easy automated reminder in a high velocity environment Automatically Log Calls Track call activity in timeline
  4. 4. What are we trying to solve?
  5. 5. Traditional Sales Channels Digital Sales Channels have Millions of Signals Yesterday’s Sales Rep Sales Engagement Has Moved From Traditional to Digital Channels Sales Rep of the Future Less Facetime 6X
  6. 6. How to get prospects on the phone? How do I make the conversation more engaging? Who do I call next, and when? How to manage all these digital channels? How to make sense of all these data? Sales Reps Face New Challenges
  7. 7. Real-time data signals Capture Natural Language Processing Deep & Machine Learning Predictive Analytics Learn to your customers in a whole new way Connect Salesforce IoT Email Social Calendar
  8. 8. `` Service tasks 16% Reps Spend Too Much Time Not Selling In an average week, sales reps spend just 26% of their time driving sales forward. Training 4% Traveling 7% Connecting with clients or prospects virtually 12% Administrative tasks 24% Internal company meetings 6% Down time 7% Connecting with clients or prospects in person 24% On average, sales reps spend 4-8 hours a week on manual data entry.
  9. 9. Building Lightning Dialer
  10. 10. Deal Closer ​Prep for sales calls and meetings ​Demo solutions ​Prep quotes, contracts, proposals ​Close deals Activities, activities, activities… Pain Points Activities not captured with the right information at the right time Difficult to find customer information Managing follow ups
  11. 11. Pipeline Builder Every click counts ​Find new leads and determine fit ​Qualify and nurture leads Pain Points Time wasted in dialing and looking up customer information Time wasted in determining who to call next Managing multiple workspaces in high volume, fast-paced environment Activities not captured with the right information at the right time
  12. 12. Let’s Build a Product! Integrated Calling Sales Productivity Intelligence
  13. 13. Finding the Right Technology Trust Scalability Strong API Support Innovation
  14. 14. Evolution of Lightning Dialer Sales Console Call List Voicemail drop Local Presence (pilot) Click-to-call Take notes on the call Auto-log call activity Personal number Inbound popup Reporting Call history Missed call notification Call forwarding Personal voicemail MVP Fill the gaps High Velocity Coaching Recording Mobile More… Future
  15. 15. Open CTI Partners ​Inbound Call Centers for Sales and Service IVR Toll-free numbers Call transferring SMS Integration with phone system
  16. 16. DEMO!
  17. 17. `` The next generation of sales, powered by Einstein Einstein Lead Scoring Prioritize the best leads first. Einstein Activity Capture Automatically log activities so reps spend more time selling. Lightning Sales Console Accelerate productivity with a personalized workspace. Lightning Dialer Click to call with an automated dialer. Salesforce Engage Connect with the best leads at the right moment. Salesforce AppExchange Vibrant ecosystem of apps and partners. Einstein High Velocity Sales Cloud
  18. 18. ` Learn more about Einstein High Velocity Sales Cloud Learn more at http://bit.ly/LDialer Take the Sales Productivity Trail Trailhead.salesforce.com

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