Inspiring Insights From Our Year Inside

Inspiring Insights From Our Year Inside Customers share how the skills they learned during the strangest year ever transformed their lives and businesses. BROUGHT TO YOU BY

INTRO Pandemic Superpowers From cutting our own hair to digitally transforming our businesses, we all picked up some new skills in 2020. Some days we needed to find ways to pass the time; other days we strove to make the most of it. We learned the difference between smart, crisis preparedness and panicked hoarding. We focused on the important stuff — our families, our communities, our livelihoods, ourselves. Every disaster comes with something positive. Whether your jam has been developing a better data This pandemic is going to provide a lot of management process, or canning actual jam, creating technological opportunities for organizations AppExchange app stacks or gram-worthy appetizers, around the world. I like to look at this entire we’ve got some inspiration to share from real situation as a technological opportunity. customers like you. After all, we’re all in this together … even if we’re apart. We can all do things differently in the future with technology. Edima Elinewinga CTO, ZERO TO THREE 2

CHAPTER ONE Nothing is more important than the health and wellbeing of our members. Without the Critical Messaging App, we would not have a way to provide up-to-the-second medical advice to our members during a critical time like this. As marketers, having that flexibility to Movable Ink make email updates in real time is a game-changer. Eduardo Gomez LATAM CX AND CONTENT STRATEGY, ENFABEBE Scrubbing I was able to rapidly set up an Emergency Response Center tab in Salesforce using Skuid. We already had clients, team members, houses, and foster families in Fusion. I created a new tracker that allows us to the Decks track those who are being tested for COVID, those quarantined, and those who had COVID but are now better. The system auto-tracks the time in quarantine, who the COVID client/team member came in Skuid contact with, and next steps. It has been very useful to keep track of 2,800 team members and 1,000+ clients and foster families. Rich Slack PRESIDENT, CHRYSALIS Being an introvert set me up perfectly for the past year. I’ve embraced taking part in virtual events, hosting virtual user groups, and feel the past year has been very rewarding. That said, t the beginning of the pan- scoured the internet and learned to I do miss in-person events, and can’t wait to see everyone again. demic there was a global make our own. While we were busy Christine Marshall Aobsession with cleanliness. figuring out how to keep ourselves SALESFORCE MVP We realized we weren’t washing our safe, organizations were making big hands often enough or long enough. changes to keep their employees and We learned to sing “Happy Birth- customers safe. See how companies We’ve distributed 10.1 million items of personal protective equipment. day” twice. We retrained ourselves turned to AppExchange for help We’ve enabled the distribution of 3.1 million meals to people who are not to touch our faces. Store shelves with everything from supplying in food poverty, as well as providing 118,000 kilograms of food aid were stripped bare of hand sanitizer, PPE and tracking COVID tests to separately. We’ve supported 84 different hospitals across the country, wipes, bleach, even soap. So we switching to virtual events. Magentrix from installing beds to increase capacity to mortuary support. We’ve conducted 4,400 safety and welfare checks on people who weren’t contactable. And we’ve done 3,800 COVID-19 tests in vulnerable communities such as care homes and localized COVID hotspots. Chris Lyon HEAD OF TECHNOLOGY AND INNOVATION, RE:ACT 3

CHAPTER TWO Though we always aim to be proactive, I believe COVID-19 is creating an environment where brands have to be a little bit more reactive. You’re constantly reacting to changes in the environment and in the market. Our goal is to have complete visibility — understand what’s Accounting Seed driving the sales. Jen Haberman VICE PRESIDENT OF SALES, BEYOND BETTER FOODS When COVID-19 hit, and the Paycheck Protection Program lending started, we got our approval and started doing SBA loans. We had Building to get up and running with that process within hours, not days or weeks. We processed close to 500 loans in six weeks. ... When all was DocuSign said and done, we were able to help small businesses save 8,800 Adaptability jobs over a three-month period. In addition to a seamless experience for our clients, we remained dedicated to serving the community. Kim Wargo ASSOCIATE VICE PRESIDENT AND SALESFORCE ADMIN, FINEMARK BANK AND TRUST 2020 presented a lot of us with challenges, both personal and public, and with it, I learned to adapt and approach each day with a more accepting mindset. t first, being stuck at home Suddenly, tiling the kitchen floor or Ariel Ridley seemed like a great chance rewiring a ceiling fan didn’t seem so APPEXCHANGE ALL STAR Ato tackle those home daunting. Businesses faced new improvement projects we’d been challenges, too. They had to adapt to putting off. Some of us kept it simple the new reality. Check out how some The Salesforce team at Second Harvest started using Elements.cloud with a fresh coat of paint. Others of our customers used AppExchange to quickly and reliably implement configuration changes to match the learned impressive new skills. solutions to stay agile. evolving situation, such as setup for 14 new emergency food distribution drive-thru sites … and reduced registration time from eight minutes to two minutes per client. Elements.cloud Kelly Smith SENIOR MANAGER, BUSINESS ANALYSIS AND PROCESS IMPROVEMENT, SECOND HARVEST OF SILICON VALLEY 4

CHAPTER THREE The flexibility of Talkdesk cloud solutions allowed us to make a significant shift during implementation and enable dozens of our agents to work from home, to support social distancing during the coronavirus pandemic. Talkdesk Knitting Jared Arnold Together a Remote CHIEF INFORMATION OFFICER, ADVISORS EXCEL One thing that saved my hide during the pandemic was offering online mindfulness at the beginning. I emailed friends and Workforce colleagues and started a mindfulness practice. … It was nice to have during the shutdown, and I felt connected to others. Ashima Saigal SALESFORCE MVP Productivity is even higher with a remote workforce, without the distractions of the office. Without Vonage for our sales and customer service team, which is about 75% of our business, it would have been uring our time at home of their workforce was integral to the extremely difficult if not impossible to continue operating remotely. many of us turned to crafts company’s success. New ways of Vonage With our contact center running successfully, we can now focus on the handling of other onsite activities. Dthat we hadn’t had the doing things had to be tried. Net- time or patience to master before. works had to be reconfigured. And Chris McClellan We finally figured out the loop stitch unlike crocheting by the fireside, it CEO AND FOUNDER, RAM TRACKING and had the time to appreciate the had to be done fast. By using The transition to working from home had the potential to be disruptive, importance of each thread, interwo- AppExchange, employers were able but our management team put measures in place for success, such as ven with others to create a beautiful to quickly find ways to keep their creating pilot groups to prepare us. Once we were working from home, whole. With empty offices, organi- workers connected. Coveo played a big role in our ability to continue communicating with zations realized how each member Coveo our customers. Jim Mitchell SENIOR BUSINESS SYSTEM SOLUTION ARCHITECT, VIZIO 5

CHAPTER FOUR With the automation from AppExchange apps, Pardot, and Sales Cloud, we’ve driven huge growth for the business without doubling the number of people. We have more patients, and yet we have provided better customer service than six months ago. Mogli SMS Sameer Afsar Keeping Pace CHIEF OPERATING OFFICER, GRAYMONT MEDICAL There is a real benefit of being proactive and prepared. Having a partnership with Salesforce and leveraging the AppExchange ecosystem for solutions like Fonteva ensures that we are utilizing tools within the Salesforce ecosystem and reducing integration Fonteva issues. Our Salesforce ecosystem has enabled us to continue on without any major delays as we’ve transitioned from an in-person to a virtual world. Edima Elinewinga CTO, ZERO TO THREE Spekit is essential to reinforcing processes and helping to ensure data integrity. It’s also been a critical change management component to communicate important system updates and changes. ventually we realized that yoga, we found ways to focus on our Spekit Ann-Renee Thrash our new reality was going to own wellbeing. Businesses had to do TRAINING AND DOCUMENTATION SPECIALIST, JLL TECHNOLOGIES E last quite a while. We shifted the same. Stabilization was the first from crisis mode to a more step. Business continuity was the sustainable balance. Self-care and second. Organizations turned to wellness became more than buzz- AppExchange to help them find words. They became our path ways to stay healthy, keep running, forward. From smoothies and and continue meeting their custom- sunrise runs, to meditation and ers’ needs. Appy Tip If you have trouble finding 30 minutes to exercise, split it up into three chunks of 10 minutes in the morning, around noon, and at night. You’ll get the same benefit. 6

CHAPTER FIVE Because of the simple user interface and enhanced mobile capabilities of the RingCentral platform, we have been able to sustain premium growth through April even with the switch to a virtual environment. We’re still growing our team by 8% every month. We’re RingCentral able to train new hires remotely on using RingCentral Contact Center, and we can get them up and running quickly to serve our clients. Michael Moxley VICE PRESIDENT, SERVICE DELIVERY, GOOSEHEAD INSURANCE Playing in We’re expecting very high levels of demand for our field service team. We’ve been working to make sure that our ProntoForms apps have consistent terminology and that we’re all using it the same way. This will a New Key ProntoForms help us with onboarding and just-in-time training of additional staff that will surely be needed as we have elevated demand. Lenny Cumberledge FIELD SERVICE DIRECTOR, GOJO INDUSTRIES I’ve cooked a Peking duck twice — Thanksgiving and Christmas. It takes several days prior to the day you cook the Peking duck to prep it. The skin came out 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. s time stretched on, many worked for us. Similarly, in our new of us finally picked up that work-from-anywhere world, com- Jennifer W. Lee Aguitar or mandolin that panies needed to evolve the way SALESFORCE MVP had been gathering dust in the they onboarded and trained corner. With online tutorials, virtu- employees. From new-hire training al teachers, apps, and books galore to continued professional develop- We use myTrailhead for training our agents, and for training new hires. there were plenty of ways to learn. ment, organizations used AppEx- Once COVID hit, we were able to use it to train our people on how Whether we were experimenting change solutions to support their to respond to customers for self-service. Trail Tracker enabled us to with a new instrument or honing workforce in new ways. Trail Tracker measure their progress. existing skills, we found a way that Jim Mitchell SENIOR BUSINESS SYSTEM SOLUTION ARCHITECT, VIZIO 7

CHAPTER SIX On March 13 we made the decision to switch to 100% telemedicine and 100% remote work. … The thing that’s been great about having Skedulo as part of our operations during this is that we still always have real, live schedules for our team. It sounds fundamental but it’s actually Skedulo a game-changer. We have a lot of clinicians who are at home with their own kids online schooling. Their schedules have been tossed up in the air … and we can continue to get new patients on their schedule. Darcie Peacock Measuring Up CHIEF EXECUTIVE OFFICER, SOLACE HOME HEALTHCARE The PPP, which provided $349 billion to small businesses affected by the pandemic, was scheduled to go live on Friday, April 3. The night before, the SBA changed some of the fundamentals of the program, sending financial institutions scrambling. Thanks to nCino’s flexible and configurable system, WaFd Bank was able to quickly accommodate nCino the changes and begin helping small businesses the next morning, on time and on schedule. Brent Beardall PRESIDENT AND CEO, WAFD BANK During COVID-19, our phones were blowing up. We couldn’t handle the call volume as much as we would have liked to because everyone hether it was the per- fluid nature of time we were all was calling to schedule appointments for COVID-19 tests or questions. fect sourdough, the experiencing, successful bakers were With Salesforce and DASH, we were able to deliver communications Wmost fabulous focaccia able to keep track of it — the right DASH Patient via SMS and email to patients to point them to the online scheduling Scheduling design, or the softest sponge cake, amount of time to rise, to proof, to tool. This really helped us and slowed the constant flood of calls that baking became an international bake. Companies also needed to stay was hitting our call center. pastime in 2020. Finding the right tethered to time. Their customers Tim Reichert recipe and following it precisely were still relying on them to stay on DIRECTOR OF MARKETING AND PR, EAGLES LANDING HEALTH were essential. Measurements need- schedule. So they found ways to do ed to be exact and the correct steps it using some super scheduling apps. had to be followed. Despite the odd, Appy Tip Mini bell peppers are a must for focaccia decorating. Slice vertically to make small flowers or horizontally in strips for perfect petals. Talk about a versatile vegetable! 8

CHAPTER SEVEN Classy for Salesforce has not only made our online fundraising simple and effective, but it also perfectly integrates with Salesforce. With this app, we have been able to execute more online campaigns, expand our donor base, and increase the amount of fundraising coming in. Classy for Katherine Lucey Salesforce FOUNDER & CEO, SOLAR SISTER With my husband’s help, we created a vegetable garden. Growing It taught me that there is a whole new world of fun outside my computer where I could learn how plants grow and how to become more self-sustainable! & Thriving Charly Prinsloo SALESFORCE MVP The amount of time freed up by this automation allows us to allocate even more time toward innovation. In a period when a lot of brands are focusing efforts on managing their supply chain and making sure GoldFinch that they can get through this period, we actually have the bandwidth to think about what comes after this period, which I think is unique. Jen Haberman VICE PRESIDENT OF SALES, BEYOND BETTER FOODS uring the spring many of unlike anything else. Many of Every single 211 call in the state of Connecticut is being answered us planted gardens. Tend- us were also tending our business- from someone’s house. We created a new call center and converted Ding the plants was cathar- es, nurturing them and helping tic, and when they bloomed, we them grow. With our hard work and NICE another one in the last week to keep up with increased demand. swelled with pride. Harvesting the the help of some fantastic apps, inContact None of it would have been possible without NICE inContact. fruits and vegetables of our labor many of these organizations were Leo Pellerin CIO, UNITED WAY OF CONNECTICUT gave us a sense of achievement able to thrive during an unprece- dented time. Appy Tip Used egg cartons make the perfect seed starters. Just poke a hole in each cup, fill with dirt, and place the carton in a tray. Be sure to keep the soil moist. 9

CHAPTER EIGHT A situation like COVID requires us to have all of the details we can gather in order to respond, react, and adapt. When our finance, sales, and marketing teams got together and really decided how to tackle UiPath Connector the challenges presented by COVID, they had all of the data in one Finding single place — and it was reliable data that was completely up to date. Leopoldo Toro VP OF I.T., TAVISTOCK DEVELOPMENT COMPANY Your Jam Not having to hunt around all the different locations where we used to keep important documents ... saves KTSL huge amounts of time and encourages employees to always follow the most up-to-date best practices, just by using Salesforce. Improved Apps Dave Round OPERATIONS DIRECTOR, KTSL Without Salesforce I don’t know how we would be tracking our sales, or making informed decisions that empower our entrepreneurs. … Salesforce really helps us have one source of truth for all of hether we faced a process. And in the end, our pantry TaroWorks our business, customer, and donor data. bumper crop of toma- shelves were neatly stacked with a Alicia Oberholzer Wtoes or an over-pro- delightful array of yummy treats to IMPACT ASSOCIATE, SOLAR SISTER ductive plum tree, this was the year keep or share. We realized we could many of us decided to better man- do the same with data management. age our harvests. We turned to See how some of our customers used canning and pickling. It had seemed AppExchange to develop a better complicated before but now we process, leading to easily accessible found comfort in the multipart data at their fingertips. Appy Tip For the perfect gel to your jam, use three parts fully ripe fruit to one part slightly under ripe fruit. 10

Looking Forward We will never forget 2020, filled with heartbreaking have not only kept us going this year, they’ve hardship for so many. But as we look forward, into empowered many of us to thrive. We were forced a more hope-filled future, let’s focus on everything to make major changes to our lives and businesses, we’ve learned. to experiment, to leap into the unknown. While Some things might turn out to be passing hobbies. such change is always hard, we can find comfort But many are likely to stick with us. Our new skills and inspiration in the silver linings. If you really want to grow and become a more effective and efficient practice, you’re going to have For more info on any of the to invest in better software solutions. Push the apps mentioned here head on envelope and try new things. Looking for over to this page. Tim Reichert ways to support our DIRECTOR OF MARKETING AND PR, EAGLES LANDING HEALTH communities during this time? s in giving back . Join u d. t alone ar e no r ou’ ting!) it forw Y ying (or plan and pa y op thr e philan t a ultiv C t with this t work. Star e part in the 1:1:1 a . ak T ailhead module t r o suppor 2 T model t arities. gling ch 1 strug f alf o tion on beh a . e able futur ade a $10,000 don stain e m e su ang ch ees for a mor siness AppEx t tr f our bu o plan ees. tr tners t esiliency o o ting t our par th and r a eng y don e b e the str ang t e ch a t elebr a 3C t clim 11 unity and figh omm c om. c . e c salesfor