CUSTOMER STORIES THE EXCHANGE SPRING 2021 TELL US ABOUT YOUR VISION AND THE CHALLENGE ROLLS-ROYCE WAS TRYING TO SOLVE. MARK GOODHIND Rolls-Royce wanted to create an open, neutral platform for people to connect and share data and ideas. It needed to be available to a broad ecosystem of providers so that the aviation industry could find new business models. WILL LAMB Rolls-Royce was evaluating different technologies as well as bespoke platforms. VRP Consulting configured a proof of concept using Salesforce to connect data and apps with community members. It was quickly apparent we could realize Rolls-Royce’s concept. WHICH SALESFORCE TECHNOLOGY DID YOU USE TO BUILD THE SOARING INTO SUCCESS COMMUNITY? WL Yocova is built on a number of Salesforce products and AppExchange solutions. • Experience Cloud, including Salesforce communities and content tools (CMS) • Heroku for the license, API, and data room management • Rolls-Royce’s Innovative Aviation Community Marketing Cloud for all communications that go out to customers or members • Service Cloud for case management • Appinium for learning management and content tracking • Stripe for payments To support the business’ aviation side, Rolls-Royce MG We prefer to use Salesforce and partner products out of the box because they’re launched Yocova in early 2020, a platform where the proven and don’t need customization. That saves time and reduces complexity. aviation community can exchange information, data, and HOW IMPORTANT HAVE APPEXCHANGE APPS BEEN TO THE YOCOVA LAUNCH? WL AppExchange components helped us break new ground and enabled us to prototype ideas to improve the whole industry’s outcomes. To better and release new features quickly. We demonstrated that we could rapidly develop on the Salesforce Platform, saving time and budget. support its customers, Rolls-Royce turned to VRP Consulting, one of the largest Salesforce consultancies in WHAT RESULTS HAVE YOU SEEN SINCE LAUNCHING YOCOVA? WL Rolls-Royce started to run digital pioneer programs to get people to use Yocova for the U.K., to implement Salesforce and extend it with collaborating, publishing in the marketplace, and then monetizing ideas. With the success of Yocova came other aviation companies to get their apps and data into the AppExchange apps. marketplace. MG The product knowledge and agility from VRP Consulting helped us get the technology We chatted with Mark Goodhind, at Yocova/Rolls-Royce, selected, implemented, and launched very quickly. and Will Lamb, Chief Revenue Officer at VRP Consulting, WHY IS THIS SUCCESS MORE IMPORTANT NOW THAN EVER? WL Rolls-Royce is an anchor of Yocova, a company that builds trust. It’s all about solving to learn about their journey with Salesforce problems and collaborating. This work provides a template that can be made available to other industries. It’s also about planning the unpredictable. When COVID and AppExchange. hit, airlines needed to collaborate on plans to get their fleets safely back in the air. Yocova helped facilitate this process efficiently, saving time and budget. MG When the pandemic hit, we doubled downed on the product, engaging people on the platform and generating interest. We’re viewing the time as an opportunity to improve. We’re connecting with more customers, gaining a better understanding of the community, our products, and what we should be developing. WHAT ADVICE DO YOU HAVE FOR OTHERS IN A SIMILAR Check out VRP Consulting and Appinium SITUATION? WL Tap into the expertise of consultants on AppExchange, and lean on the Salesforce on AppExchange. ecosystem for support. MG Clearly determine the challenge you’re facing and be prepared to make suggestions early on in the process. As the customer, it’s about being an advisor or partner, rather than just an implementer. That was the big aha moment for me. Mark Goodhind Will Lamb 29