The Exchange Summer 2020
In our summer 2020 issue, we celebrate how our community continues to thrive during times of crisis by helping and empowering one another.
QUARTERLY MAGAZINE 2020 SUMMER COVID-19 Special Edition
THIS MONTH THE EXCHANGE SUMMER 2020 6 24 HOURS WITH 26/27 THE LAUNCH VIRTUAL DREAMIN’ OF A LAB Bringing Salesforce customers together Third Wave Analytics and UC Berkeley for a day of learning and community. get a COVID-19 testing facility up and running in just three weeks. 14/15 FUNDS FOR 30 THE 4 BE’S OF SMALL BUSINESSES LEADERSHIP WaFd Bank teams up Four common themes to help your with financial app nCino. teams navigate through challenges. 16/17 FOCUSING ON 34/35 U.K. HOSPITALS FIGHT FATIGUE AT-RISK COMMUNITIES Oxfam GB handles disaster preparedness Guy’s and St Thomas’ NHS with data protection app Odaseva. Foundation Trust turns to the Sirenum app for safer scheduling. 3
THIS MONTH THIS MONTH THE EXCHANGE SUMMER 2020 APPY’S NOTE: This issue, A LETTER TO OUR EVP Salesforce Platform Trailhead & Developer, Sarah Joyce Franklin would COMMUNITY like to share a few words and thoughts with our readers. Our world has changed. We went from planning the future to Inspiration called. simply surviving the now. Today, we are in the middle of four crises at once — a health crisis, an economic crisis, a social crisis, and Did you miss it? a leadership crisis — and we are seeing them disproportionately impacting communities of color. We are confronted with the Catch up on the developer event of the year. realities of racism and violence against the Black community. Replay these highlights from TrailheaDX and get some Black Lives Matter, and now is a time for us to reflect on our great guidance on returning to the workplace safely. values — to listen, learn, and most importantly, take action. My focus is on what change we can make in Businesses and organizations are using Reopen safely the tech industry by building a platform that technology in new and different ways to pivot, with Work.com Ask the Experts is accessible to all. By removing every barrier, transform, and help. Just a few of these stories from cost to proximity to approachability and you’ll find in these pages of The Exchange and more, to learn our platform. And to empower there are so many more. everyone by celebrating Trailblazers from all Let’s stay kind to each other. Let’s stay walks of life, and giving power to voices that empathetic to each other. Let’s stay connected need to be heard most. to each other. And let’s help each other innovate Our community continues to thrive during and build the future that we want together — crises because you all are helping each other a future that is just, equitable, and ethical. and empowering one another — whether #Trailheart supporting healthcare and essential workers, standing up for equality, or helping someone learn new skills. I’ve never felt more thankful for our community and ecosystem. The stories of strength, resilience, and positivity amaze and inspire me. Sarah Joyce Franklin
OUR THE EXCHANGE COMMUNITY SUMMER 2020 24 HOURS WITH VIRTUAL DREAMIN’ AppExchange was thrilled to take part in Virtual Smith. A big round of virtual applause for Dreamin’ this past May. Founded by Salesforce OwnBackup, Copado, FormTitan, PDF Butler, MVPs Amit Chaudhary, Jitendra Zaa, and Rakesh LevelEleven, and congrats to Metazoa on their win. Gupta, this first-of-its-kind, 24-hour online event brought Salesforce customers together for The AppExchange booth was the place to be. learning, one-on-one time with experts, and a We invited all AppExchange solution users and chance to be with the community. builders to come together to celebrate the power of the Salesforce ecosystem. At the heart With 100+ sessions, there was no shortage of of it, that’s what this event really meant to us and awesome content. AppExchange was pleased hopefully many others — that our ecosystem and to host three sessions, including one about community are unmatched, and we’ll always be how Salesforce employees were able to rapidly out there sharing knowledge and connecting, no develop and deploy the Salesforce Labs Crisis matter what. Response App in less than two weeks. Appy Tip: You can keep the Virtual Dreamin’ fun Six AppExchange partners joined in on the fun alive with these special-edition AppExchange of our action-packed Demo Jam, hosted by phone and Zoom backgrounds. Salesforce MVPs Joshua Hoskins and Melinda The Virtual Dreamin’ lobby Virtual Demo Jam
NEWS FROM OUR PARTNER THE EXCHANGE CONGA SPRING 2020 HELP THOSE WHO ARE HELPING OTHERS CUSTOMERS FIRST Many businesses who can afford it are giving back to others. How to keep up with evolving expectations. By embracing the “pay it forward” mindset, businesses can demonstrate their own resiliency, help others survive, and open up future opportunities through relationship-building. Conga has continued to support nonprofits through its charitable match program and virtual volunteer hours. For the last few months, Conga has given additional support to those on the front lines by offering Conga Sign for Salesforce nonprofit customers at no cost to any nonprofit that is not a current Conga Sign customer. YOUR CUSTOMER OFFER MULTIPLE LAYERS OF SUPPORT Customers are looking to business leaders for their support and continued learning opportunities. By offering virtual resources such as article libraries and customer forums, businesses drive community and collaboration. This commitment to customer knowledge creates brand loyalty, which in turn drives long-term business growth. Conga supports its customers by providing personalized online service, and it continues to add to its robust self-learning materials. Through its support site, customers can join in As businesses face growing and ever-evolving customer demands, they’re experimenting with community discussions and join Q&A sessions with folks from the Customer Success team. This allows customers to learn at creative ways to put customers first. One AppExchange partner, Conga, operates with a set of their own pace and explore the resources that they need in core values: Five-Star Value, Desire for Knowledge, Passion with Purpose, and Adapt to Win. order to do their jobs effectively. Recently, Five-Star Value has become increasingly important as Conga strives every day, in every interaction, to delight customers and partners. Here are some insights the team at Conga has to share about how all businesses can put their customers front and center. INVEST IN EMPLOYEES Perhaps most importantly, many companies realize that ALLOW CUSTOMERS TO KEEP MOVING FORWARD ENABLE TEAMS TO WORK EFFICIENTLY their ability to thrive relies on the health and wellbeing of The question comes up every day: How do we reopen safely There is no such thing as “business as usual” in today’s rapidly their own employees. After all, these employees are at to continue serving our customers? changing economy. Customers must react nimbly and adapt the heart of every organization. It’s important to recognize that customer demand has not so they don’t lose time or efficiency. By providing technology Conga encourages its own employees to stay active and stopped. In fact, in many cases, it’s increased as customers that helps customers save time, businesses can seize the engaged while working from home. In turn, the look to move forward successfully. Businesses should identify opportunity to establish themselves as a foundational employees take care of the customers. This circle keeps what existing or modified products or services they can offer solution for customers. the ecosystem healthy as everyone navigates through to customers with the goal of providing stability. With Conga Composer, it’s easy to quickly create templated uncharted territory together. Conga’s products were built with trusted system architecture documents directly from Salesforce. This process can be that was designed with security, uptime, and reliability in automated, so that teams can send documents on a schedule mind. Because of this, critical business processes supported or trigger function to shorten business cycles. This leads to LEARN MORE ABOUT CONGA FOR higher productivity as well as optimized customer SALESFORCE ON APPEXCHANGE. by Conga can continue to move with minimal disruption, engagement. regardless of what is happening in the world.
OUR THE EXCHANGE COMMUNITY SUMMER 2020 WHAT YOU CAN DO Monica Bowie, Global President of BOLDforce, our employee resource group for our Black employees and allies, recently shared eight ways you, as an individual, can stand in support of the Black community. These steps are a way for allies, business leaders, colleagues, and friends to take real action. By being active allies we can move forward on the path toward BLACK LIVES MATTER racial equality for all. How businesses and individuals can stand up 1. Lead with empathy. Understand your Black colleagues are exhausted and traumatized. for racial equality and justice. 2. Be an ally. Get uncomfortable, take a stand, and participate in activities that drive change for the Black community. WHAT WE’RE DOING 3. Educate yourself about racial equality and justice. At Salesforce, we believe that business is a powerful platform for change. We are taking 4. Speak up in non-Black spaces. Let people know racism is unacceptable. action to stand with the Black community — and we stand against racism, violence, and hate. 5. Make space, don’t take space. Elevate Black voices and perspectives. We launched our Racial Equality and Justice Task Force to help drive systemic change in 6. Register to vote and support voting rights. our workplace and community. Building on the three P’s Mellody Hobson, President and Co- CEO of Ariel Investments, says every business should focus on — People, Purchasing, 7. Donate to organizations that support the Black community and racial justice. and Philanthropy – we added Policy. Here are a few highlights of the actions we’re taking. 8. If you run a corporation, create a corporate matching giving program. People We’re committing to double the U.S representation of Black employees in leadership (VP+) and increase our overall number of Black employees in the U.S. by 50% by the end of 2023. Purchasing We will spend $100 million with Black-owned businesses over the next three years and commit to a 25% year-over-year growth in spend with minority-owned businesses. Philanthropy Over the next five years, we’ll invest $200 million and 1 million volunteer hours globally with organizations working to advance racial equality and justice. We’ll also commit $10 million in software, training, certifications, and donations to directly address inequality. Policy We will advocate at the federal, state, and local levels for policies to address the equity gap in multiple areas exacerbated by COVID-19 and for meaningful police reform. We will also work to advance laws that protect against racism and discrimination. Our Ethical and Humane Use team will continue to work to ensure Salesforce technology isn’t used in a way that could harm or racially discriminate, including our decision not to offer facial recognition. Read more details on the steps Salesforce is taking here. Read the full story here. 11
CALL CENTERS ANYWHERE The United Way makes a quick switch to remote agents with NCE inContacts customer serice soution CALL CENTERS ANYWHERE The United Way makes a quick switch HELPING BUSINESSES THE EXCHANGE to remote agents with AND NONPROFITS SUMMER 2020 NCE inContacts customer serice soution CALL CENTERS ANYWHERE The United Way in Connecticut has been working with NICE inContact, a cloud contact center software provider, for over four years. A big reason initially, as shared in this video, was to connect disparate call centers and save on additional personnel to manage that process. For a contact center, the ultimate business goal is to ensure it can continue to provide great service to its The United Way customers. But in light of COVID-19, agencies like the United Way are challenged to keep employees safe, shift work across locations, move fast to support customers, and ensure service reliability. And, they need to makes a quick switch do it fast. The United Way worked with NICE inContact to do just that. to remote agents with “ Every single 211 call in the state of Connecticut is being answered from someone’s house. NCE inContacts We created a new call center and converted another one in the last week to keep up with customer serice soution increased demand. None of it would have been possible without NICE inContact.” – Leo Pellerin, CIO of the United Way NICE inContact is helping companies across the U.S. with CXone@home, designed specifically to deliver all the capabilities needed to get agents up and running quickly and safely at home. “ It’s been amazing to see our technology help so many companies during this time. Total contact count grew 5–10x in several state government divisions in the United States in the last two weeks of March. But it’s not just federal and state agencies — 211 (U.S.), 311 (Canada), and public safety services are using CXone to ramp up operations within mere hours in order to service millions of citizens while also keeping their employees safely working from home.” – Ashish Seth, VP of Product Management for NICE inContact Read the full story here and learn more about NICE inContact’s CXone on AppExchange. 13
HELPING BUSINESSES THE EXCHANGE AND NONPROFITS SUMMER 2020 FUNDS FOR SMALL BUSINESSES Trisha Price WaFd Bank teams up with financial app nCino Chief Product Officer nCino to implement the Paycheck Protection Program. Small and midsize businesses across the country are borrowing much-needed THE ORIGINAL $349 BILLION IN PPP FUNDING funds. Financial institutions — like WaFd Bank, headquartered in Seattle, WAS DEPLETED IN JUST 12 DAYS. THAT’S A LOT OF Washington — are leveraging AppExchange partner nCino’s online SBA Lending APPLICATIONS. HOW WAS nCino’s TECHNOLOGY Solution to respond quickly, efficiently, and completely digitally. nCino’s Chief ABLE TO HANDLE THAT? We were able to access top-level Salesforce executives when we needed Product Officer Trisha Price shares more on how WaFd Bank and others are expanded capacity to handle the loan volume. Salesforce put together a SWAT giving certainty to individuals and businesses in their communities. team to help us and our end users at a critical moment, which provided 24/7 shared support, joint capacity planning, access to R&D, and specialist platform WHAT IMPACT HAVE YOU SEEN SINCE nCino security and platform scalability teams. LAUNCHED THE SBA LENDING SOLUTION TO HELP BANKS AND SMALL BUSINESSES We were able to provide an effective and sustainable approach to processing THROUGH COVID-19? One of the first nCino customers to roll out our SBA Lending Solution was the surge in online lending applications remotely or in branch, while also giving WaFd Bank, using it to help with last-minute changes to the Paycheck critical insights to help institutions better understand exposure, manage risk, Protection Program (PPP) legislation. and ensure compliance. “ The PPP, which provided $349 billion to small businesses affected by WHAT OTHER WAYS CAN CUSTOMERS LEVERAGE the pandemic, was scheduled to go live on Friday, April 3. The night nCino’s TECHNOLOGY TO before, the SBA changed some of the fundamentals of the program, NAVIGATE COVID-19? A solution that includes a business continuity dashboard went live on sending financial institutions scrambling to update their systems and March 25. Customers are using it to assess risk across their business. processes, with varying degrees of success. Thanks to nCino’s flexible As many small-to-medsize businesses scramble to make sense of their and configurable system, WaFd Bank was able to quickly accommodate financial situations, these reports will help financial institutions better the new changes and begin helping small businesses the next morning, identify the customers experiencing the most impact. on time and on schedule.” – Brent Beardall, President and CEO of WaFd Bank, Excerpt from “WaFd Bank Gets Money to Small Businesses in Need During COVID-19 with nCino” May 5, 2020 discussing the first round of PPP loans. CAN YOU EXPLAIN THE SBA LENDING SOLUTION AND HOW IT HELPS FINANCIAL Read the full story here and learn more about nCino on AppExchange. INSTITUTIONS? We can rapidly deploy the online SBA lending solution within days to streamline large volumes of applications, manage risk, and incorporate government-defined requirements while still delivering the personalized attention customers expect. nCino‘s SBA Lending Solution optimizes the SBA loan process for a financial institution’s customers and employees by: • Digitizing documentation collection • Eliminating manual processes • Simplifying data entry • Providing real-time transparency • Engaging with customers digitally to accept applications, documentation, and forgiveness requests Applications can be submitted faster and processed more efficiently, so that businesses can continue to operate.
HELPING BUSINESSES THE EXCHANGE & NONPROFITS SUMMER 2020 STAYING FOCUSED ON AT-RISK COMMUNITIES Oxfam GB gets help from Odaseva, an app to automate its data protection processes. Having worked through outbreaks including Ebola and the Zika virus, Oxfam GB, a global organization with a mission to end poverty, understands the impact of this pandemic. Oxfam GB is working hard to respond to COVID-19 and help stop the spread. Humanitarian staff and partners are providing vital support including hand- washing facilities, clean water, toilets, and soap in higher-risk and vulnerable communities. As a charitable organization, Oxfam GB is regulated and has a public-records retention policy for handling, backing up, archiving, and destroying documents. Additionally, Oxfam GB is subject to data protection and privacy regulations such as GDPR. Given the number of compliance and data privacy laws that charities must adhere to, Oxfam GB turned to Odaseva, a data protection app built on the Salesforce Platform, for aid in automating its backup, restore, and retention for its supporters’ data. “ We needed to provide a better experience for our supporters, and for one thing, that involved a move from our old CRM platform to Salesforce. With that move, it was key for us to be able to safely and securely back up our supporter data.” – Philip Blaney, Technical Design Authority at Oxfam GB During a crisis like COVID-19, organizations need to protect their most important asset — their data. They simply cannot afford to have any missteps. They also have to address business continuity needs that are front and center today, but can evolve as we move beyond the current crisis. “ Today, with Odaseva, we have data protection, operations, data privacy automation, and security on a single platform. We know where all our data is. We don’t have to worry that our data is moving around. And we know where it is being stored. It makes life infinitely easier for us. And it allows us to keep a laser focus on fighting to end poverty.” – Philip Blaney, Technical Design Authority at Oxfam GB Oxfam GB was proactive by already having strong technology in place pre-pandemic. The COVID-19 situation is bringing disaster preparedness to the forefront of everyone’s mind. Organizations are evaluating their current business continuity processes and solutions, and are working quickly to mitigate potential data loss issues. “Many IT teams have limited capacity right now, so more than anything, organizations are looking for a partner that can provide solutions, as well as the skills and trusted expertise, to give them support during this time.” – Rémy Claret, Chief Marketing Officer at Odaseva Odaseva seeks to provide that support, and is helping customers navigate data protection in other ways, too. DailyExport.io is a new, free app on AppExchange to provide small businesses and nonprofits with automatic daily backups of data and metadata for Salesforce. Its Trailmix helps Salesforce customers learn more about important data-related topics. Read the full story here and learn more about Odaseva on AppExchange. 17
HELPING BUSINESSES THE EXCHANGE AND NONPROFITS SUMMER 2020 Having a plan already in place was crucial to meeting the needs of the families ZTT serves. “ Our work has become even more important. Families are now dealing with job losses. Parents who are able to work from home also have to take care of their children. Some day cares will never reopen. Even worse, there has been an increase in child abuse.” – Edima Elinewinga, Chief Technology Officer of ZTT Here are the AppExchange apps ZTT is using and how they work together to reduce integration complexity and minimize costs across the organization. Fonteva provides an enhanced membership experience, product sales, and events management so ZTT can provide resources to early childhood professionals, including a membership program, professional development, continuous education certification, and an annual conference. Nonprofit Success Pack (NPSP) improves fundraising and donor management to Helping effectively work with donors, prospects, funders, sponsors, and the sales pipeline. FAMILIES Pardot supports ZTT’s mass email and marketing automation, connecting contacts, constituents, donors, sponsors, and champions. It powers the nonprofit’s engagement How one nonprofit used AppExchange apps to seamlessly series for members and various collaboration groups. ZTT also uses it for campaigns, transition to a remote workforce and continue its mission. policy and advocacy, webinar invitations, resource sharing, and fundraising. KnowWho, ZTT’s policy and advocacy congressional directory, supports policy initiatives and other advocacy efforts. Its app, Action Center Toolkit, reaches out to members of Congress when ZTT wants to make recommendations or push for specific bills. ZTT also uses other products within its Salesforce ecosystem, such as Conga Composer for ZERO TO THREE (ZTT) is a nonprofit that has been working with families and young emails and FormAssembly to help to communicate with its constituents and advocates. children for 42 years. Edima sees some good in our current situation, at least where technology is concerned. When Chief Technology Officer Edima Elinewinga joined ZTT two-and-a-half years ago, she went on a listening tour across the organization to understand its needs and challenges. “ Every disaster comes with something positive. This pandemic is going to provide a She worked with ZTT’s Salesforce consultant, Cloud for Good, and apps like Fonteva to lot of technological opportunities for organizations around the world. One lesson build the Salesforce ecosystem to support the nonprofit’s technology strategy. ZTT had is that it is critical to have flexibility. We’re now doing virtual home visits using Zoom a solid technology infrastructure in place to continue its operations so we didn’t have to accounts that are HIPAA-compliant. For our families, there’s telemedicine, digital make significant changes to adapt to the current new normal. learning for kids, and more. I like to look at this entire situation as a technological opportunity. We can all do things differently in the future with technology.” “ Before COVID-19, about half of our employees worked remotely. When the pandemic hit, we were able to transition to 100% working from home in one business day. This was possible because we had a plan and a mission: Everyone Read the full story here. should be able to work from anywhere.” – Edima Elinewinga, Chief Technology Officer of ZTT
NEWS FROM OUR PARTNER THE EXCHANGE OWNBACKUP SPRING 2020 1 THE UNEXPECTED IS JUST THAT: UNEXPECTED. User-inflicted data loss and corruption happen accidentally and without warning. These can be mitigated with a data backup and HIGHLIGHT ON HEALTHCARE recovery plan. Many industries, including healthcare, are being How OwnBackup Gratitude supports stretched to their limits, and they have an increasing amount of the healthcare industry. data to protect. When constructing your data recovery plan, make sure it’s comprehensive, complete with intuitive data identification With the greater Salesforce community in tools and fast recovery times in a data loss scenario. You should mind, OwnBackup has introduced 3 also be sure that the solution meets your company’s security and OwnBackup Gratitude, a program compliance requirements and provides accessible, reliable dedicated to helping healthcare providers backups of all of your Salesforce data, metadata, and attachments. remain focused on patient health during the COVID-19 crisis. REASONS Healthcare organizations on the front lines have been faced with an influx of new 2 patient information and communications. These dynamics have intensified a host of REMOTE WORKFORCES CREATE NEW CHALLENGES. vulnerabilities in healthcare data. In order WHY to protect critical patient information and You’re probably trying to re-create the office experience in remain compliant with HIPAA and other remote locations, giving employees the ability to access regulations, healthcare organizations need DATA BACKUP corporate servers, customer data, email, databases, and the an effective way to keep patient data cloud. Having employee logging into your company networks secure. To help safeguard this highly AND RECOVERY without the company’s private internet connection increases sensitive information, OwnBackup is your risk of experiencing a data security incident and for offering eligible new and existing users of company information to be compromised. For remote workers, Salesforce Health Cloud the unlimited SHOULD BE you can address these risks by using security measures like a VPN version of their backup and recovery and two-factor authentication. As an employer, you can solution, free of charge. implement an enterprisewide Salesforce backup and recovery OwnBackup provides an independent PART OF strategy to help protect against any data loss that may occur. application for business continuity. This means that if a rare interruption occurs YOUR BUSINESS that impacts your SaaS provider, OwnBackup can be accessed 3 independently and offsite, so your data CONTINUITY backups are always accessible. OwnBackup NOW IS THE TIME FOR A PROACTIVE SOLUTION. also provides a greater level of reliability PLAN Having a proactive business continuity plan in place is critical so when it comes to digital communication. that you don’t have to rely on another user to know when data is In the case of healthcare workers, this changed, deleted, or corrupted. It can be easy to procrastinate allows you to conduct care via telehealth putting this plan in place because you are focused on other and coordinate with fellow healthcare initiatives. With all of the planned events and travel that have providers, outpatient facilities, and family been postponed or canceled, now is the perfect time to tackle caretakers without disruption. As recent times have shown, it’s important to prepare for unforeseen circumstances. Business projects that have been pushed off repeatedly, such as the continuity plans should be tested and reviewed early and often. Salesforce partner OwnBackup implementation of a backup and recovery plan. This preparation shares three reasons why and how to include data backup and recovery in your planning. Plus, and implementation will pay great dividends in the future, and LEARN MORE ABOUT OWNBACKUP with the right system in place, you can get regular updates on FOR SALESFORCE ON APPEXCHANGE. see how its initiative, OwnBackup Gratitude, is supporting the healthcare industry. your backup progress for further peace of mind.
HELPING BUSINESSES THE EXCHANGE AND NONPROFITS SUMMER 2020 Different businesses, industries, and geographies will operate at different paces. Even within a company, it’s possible for one part of the business, like a department or region, to be at a different stage. The Workplace Command Center is the single view for managing business complexities tied to reopening safely. It has been designed not just as a dashboard, but as an operational cockpit where leaders can act quickly and make data-driven decisions. REOPENING SAFELY AppExchange and Work.com Organizations can extend Work.com with prebuilt solutions from AppExchange partners as well as consulting expertise. Three solutions are already available to help jumpstart your reopening journey. WITH WORK.COM AND Fusion Resilience Essentials for Work.com helps businesses enhance data-driven decisions about workplace reopening plans in concert with risk and business continuity decisions. APPEXCHANGE Supplier Readiness for Work.Com allows businesses to re-board suppliers fast by identifying the critical suppliers, assessing readiness, and mitigating risks and compliance requirements. Your initial business response to COVID-19 was probably all about stabilization. Traction Guest Visitor and Employee Management System for Work.com helps businesses Now, you are starting to set the wheels in motion to reopen your workplace. But make onsite experiences safe, secure, and effortless. how can you safely reopen while keeping employees, customers, partners, and communities safe and informed? Reopening Insights from Our Work.com Partners With the recent announcement of Work.com, Salesforce brings together thought We caught up with these three AppExchange partners to discuss how organizations can think about leaders, partners, and the tools to help companies and communities around the re-opening safely. Discover insights and guidance each of our partners shared in thinking about risk world reopen safely. management, visitors management, and supply chain management as a part of your strategy to All the solutions that make up the Work.com platform are built on the Salesforce reopen safely. Customer 360 Platform, including: An Invite-First Culture: Reopening for CEOs • Contact Tracing As organizations around the world are working to reopen their locations, many are looking to • Emergency Response understand the new processes and procedures for employees and visitors. • Employee Wellness Risk Management: The CEO’s New Imperative • Shift Management Incident management and disaster recovery have always been on the corporate agenda; however, • Reskilling now they are front and center. • Volunteer Management Supply Chain: What CEOs Need to Know Now • Workplace Command Center As businesses begin to move to return to work safely, supply chains are an integral component to evaluate. Visit the Work.com Solutions Collection Page on AppExchange. 23
TESTING AND DATA THE EXCHANGE TRACKING SUMMER 2020 KEEPING PATIENTS AND CARE PROVIDERS SAFE Ken McElrath CEO Care provider Chrysalis accelerates data tracking Skuid with Skuid’s App Delivery Toolkit. Care organizations like Chrysalis that provide support and opportunities for HOW IS CHRYSALIS LEVERAGING individuals with disabilities need digital solutions with real-time response TECHNOLOGY LIKE SKUID TO ADDRESS and adaptive data tracking during COVID-19. Activities like cooking meals, THIS CHALLENGE? Customers can adapt their apps with a few clicks instead of writing code. Chrysalis administering essential medical care, and more require close interaction. Working uses Skuid and Salesforce to run almost every aspect of its business, including remotely is not an option. Nearly 3,000 of Chrysalis’ employees over 15 geographic managing clients, team members, cases, and housing. regions interact with patients face-to-face — often in their homes — and, in some “ I was able to rapidly set up an Emergency Response Center tab in cases, around the clock. Salesforce using Skuid. It has been very useful to keep track of 2,800 team Ken McElrath, CEO at Skuid, shared with us how Chrysalis and others are adopting members and 1,000+ clients and foster families. It would be very difficult adaptive data and technology to better care for vulnerable communities. to track everything without this tool.” – Rich Slack, President at Chrysalis WILL YOU SHARE MORE ABOUT THE UNIQUE Additionally, HIPAA rules require that only certain people can see certain data. NEEDS YOU’RE HEARING FROM CUSTOMERS Chrysalis uses Skuid to customize patient data for case management needs, giving LIKE CHRYSALIS? Organizations like Chrysalis need a way to transform their business processes at the right people the right information, all in a HIPAA-compliant way. blazing speeds to respond to changes. Chrysalis’ top priority is care, ensuring its clients, and the employees who serve them, have visibility and clear assurance WHAT IMPACT HAS YOUR SOLUTION HAD of protection to safely perform their responsibilities. SO FAR FOR CHRYSALIS Skuid has made it possible for companies like Chrysalis to quickly build apps to AND OTHERS? respond to the crisis, including apps that: • Track and respond to patients and employees throughout the crisis • Apply for loans or aid • Reconfigure an entire global logistics system each day based on the spread of the virus I’m humbled we can be a trusted and effective partner during such a difficult time. HOW ELSE ARE YOU SUPPORTING CUSTOMERS LIKE CHRYSALIS DURING COVID-19? As empathetically as possible, knowing every customer’s situation is unique. We’ve been contacting every customer to ask them first, how they’re doing and how we can help. We’re offering free Skuid subscriptions to healthcare and other first responders. We’re helping customers build apps, sharing ideas, troubleshooting, and providing counsel to help companies weather the pandemic. Read the full story here and learn more about Skuid on AppExchange. 25
TESTING AND DATA THE EXCHANGE TRACKING SUMMER 2020 THE LAUNCH OF A LAB UC Berkeley and Third Wave Analytics get a COVID-19 testing facility up and running in just three weeks. Chris Gawronaki, VP of Third Wave Analytics, talked with us about how his organization helped UC Berkeley and the Innovative Genomics Institute. (IGI) transform an unused laboratory into a state-of-the-art COVID-19 testing facility in just three weeks. HOW DID YOUR TECHNOLOGY AND SALESFORCE DO THIS? Third Wave supports the life sciences industry with a Laboratory Information Management System (LIMS). Built on the Salesforce Platform, it’s customizable for your workflow and helps lab workers with their day-to-day, such as tracking samples, running experiments, collecting data, and supporting the cycle from test request to report. We also worked with ThermoFisher, a company that released a testing kit to detect COVID-19. It wrote a small piece of software, released under Emergency Use Authorization (EUA), that takes results from a specific testing instrument and analyzes the data to give patients a result. In order to scale with IGI’s laboratory process and move to the cloud, we mirrored the logic inside of Salesforce and inside of Lockbox. I don’t know how else it would be done so quickly. NOT ONLY DID THE TECHNOLOGY STACK UP, BUT IT WORKED FAST. I’M SURE THIS MEANS A LOT TO CUSTOMERS. Jennifer Doudna had a vision of leveraging the brightest minds and the resources available to quickly come up with the capability of testing COVID-19. They were battling so many challenges, from supplies, facilities, and lab safety, to finding a healthcare provider to distribute tests. All of these work streams were running in parallel and had to converge. What it meant for the customer, IGI and UC Berkeley, was being able to operate on this incredibly fast time frame. As for the patients, the volume and speed of tests is life-changing. They’ll quickly get results. If they’re positive, they have time to get TELL US ABOUT UC BERKELEY, IGI, AND THEIR MISSION direct care, be quarantined, and protect loved ones. DURING COVID-19. The Innovative Genomics Institute (IGI) is a group of scientists researching genome engineering to treat human diseases. They recruited the director of UC Berkeley’s Next WHAT WOULD YOU SAY TO A CUSTOMER Generation Sequencing (NGS) core laboratory to help set it up a COVID-19 testing IN A SIMILAR SITUATION, WHERE THEY facility.To start, they did not have a cloud-based laboratory information management NEED TO ACT QUICKLY? You can feel entirely safe and comfortable with Salesforce behind you. When we system. The team decided to move forward with our Lockbox LIMS product. I got a text introduce customers to the intersection of Salesforce and healthcare life sciences, message from the NGS core director on the evening of Sunday, March 15th. they’re intrigued. Once they’re up and running with the platform, they’re believers. If you’re open to learning and discovering, we’re here to show you the way. WHY DID THEY WANT YOU TO MANAGE LIMS FOR THEIR TESTING LAB? WHAT Jennifer Doudna — IGI founder, biochemist, professor, and an inventor of CRISPR — DID THE TEXT SAY? realized that with all of the resources, equipment, and brainpower available at Berkeley, they had an opportunity to set up a COVID-19 testing lab. And so, on March 15th, the Read the full story here and learn more about Third Wave Analytics on AppExchange. text said, “We want to do this. Are you in?” And we said, “Absolutely.” Three weeks later, UC Berkeley tested its first patients. 27
TESTING AND DATA THE EXCHANGE TRACKING SUMMER 2020 SAFER TESTING SITES BioReference Labs avoids overcrowded testing centers WORDS of WISDOM with Skedulo’s appointment booking solution. and WELLNESS Salesforce’s B-Well Together series is led by wellbeing experts who focus on aligning the mind and body. Each day, a different expert guides our Ohana through relevant conversations, such as dealing with isolation, getting better sleep, and overcoming BioReference Labs is one of the main organizations once they arrive at the testing site at their designated adversity in challenging times. Check out some of our favorite words of wisdom below. providing COVID-19 tests in areas hit hardest by the time. Staff members working at the testing site, using virus. Its testing sites were becoming overwhelmed, a mobile device, can perform a contactless ID check, and some people were experiencing wait times as long and check in patients for testing via the QR code as six hours. Not only is this an extremely long time confirmation. to wait in line for a test, but the lines made it difficult “ Skedulo’s capabilities are helping us manage to adhere to social distancing guidelines, putting this global health crisis more efficiently and the public and staff at risk of exposure to the virus. safely. Workers on the front lines conducting the BioReference Labs needed a way to make its COVID testing are tasked with so many uncertainties, testing sites more efficient and safe. Skedulo worked and we were concerned patients would show Dr. Kim Norman, Psychiatrist Chaunté Lowe, Four-Time together with Salesforce to build and roll out a solution up all at once, overwhelming the testing sites and Professor for Adolescent Olympian and American Record Holder, in just two weeks. The Capacity-Based Appointment and causing delays. With the scheduling package, and Young Adult Health at UCSF, Trainer, and Coach, on perseverance: Booking for COVID-19 Testing Centers app is now there’s less chaos and more order at testing on couples and relationship “My story is always one of choosing to available on AppExchange. locations, which has enabled us to reduce the management: “The biggest favor pay attention to the good also. I love the “ The ultimate goal is to help — help alleviate risk of exposure for workers and enabled people you can do for yourself and your fact that here in our country, or in this overcrowding of testing sites, help reduce the to effectively get tested.” partner right now is to cut each world, we all are playing a huge part in stress of those on the front lines performing – Vinny Pacione other slack. Practice forgiveness making sure that our world is safe.” the tests, and help calm any anxiety individuals Director, Consumer Digital rituals. Practice gratitude exercises.” may have about traveling to a testing site and BioReference Laboratories receiving a test.” Additionally, the Skedulo mobile app provides those on – Matt Fairhurst the front line with the tools they need to complete their CEO of Skedulo jobs and appointments safely and efficiently. Contactless Alonzo King, World-Renowned Organizations and health agencies like BioReference Signature allows deskless workers to capture client Choreographer, on remaining balanced Laboratories can use a booking and appointment signatures without handing over their mobile devices. in the midst of activity: “We have the management system to help balance appointment Virtual Meetings, which is a Skedulo API for Zoom or ability right now with undistracted demand with capacity, ensuring the testing site does other virtual meeting providers, will automatically create focus to look internally at ourselves and not become overcrowded and overwhelmed. a virtual meeting link and attach it to an appointment. visualize what is and what isn’t working. An individual can go to a testing organization’s website This means field workers are able to complete their And that opportunity to say ‘I’m going and easily book an appointment. Then, they’ll receive appointments while complying with health and safety to examine myself’ is one of the richest a downloadable confirmation and QR code to present guidelines set by leading health organizations. places for expansion.” Read the full story here and learn more about Skedulo on AppExchange. View the full playlist of videos. 29
OUR THE EXCHANGE COMMUNTIY SUMMER 2020 THE 4 BE’S of LEADERSHIP Here at Salesforce, we’re lucky to have folks who have led others through difficult times in the past and can share what they learned with all of us. While each thought leader offers a unique point of view, we identified four common themes that remain top of mind for individuals helping their teams navigate through challenges. BE PRESENT BE PROACTIVE As a leader, people look to you for cues. Resist the It’s not enough to simply react to challenges; urge to put your head down, and remember that you must constantly be prepared for new ones. now is a crucial time to be visible to your team and Existing playbooks must be reinvented to ensure customers. They will seek your advice, reassurance, future success. and direction to take steps forward. After all, there will always be new, never-seen- This also means saving space to step away from before events — some more extreme than others. work and be present with your family. It is easy to let Continuous vigilance around crisis management weekdays run together without respite, so set aside allows you to make a plan, execute a plan, modify time to be with loved ones and encourage your the plan, and repeat. team members to do the same. BE GENEROUS BE GENUINE Now is the time to contribute your time, resources, We believe that values eat strategy for breakfast. and expertise whenever possible. Others will be Your words and actions while leading your grateful for people like you who can offer peace of stakeholders should be guided by and reflected in mind and not let the lows get too low. your own core values. Employees will also be looking for more flexibility As Ron Budreau, Director of Partner Field with all aspects of their workday to care for their Enablement, Salesforce – North America, reminds mental health. As Mike Wolff, SVP of Global ISV us, “People’s senses are heightened during a Partners at Salesforce, puts it, “Your team works time of disruption.” If you with you ... not for you.” Treating them like the communicate with your humans they are will go a long way. Get updates on solutions to help with current employees or customers As we react to the ever-changing events in our without showing a genuine world, we hope that you will be able to learn from business challenges and see what’s going on concern for their well- our leaders and implement the 4 Be’s in your own being, it will be obvious.” lives and workplaces. in the AppExchange community. SIGN UP FOR OUR NEWSLETTER AT BIT.LY/APPEXNEWS
OUR THE EXCHANGE COMMUNITY SUMMER 2020 through UNITY ADVERSITY A PAW-FECT TRAILHEADX Developers, architects, admins, partners, and entrepreneurs came together for a one-of-a-kind virtual experience at TrailheaDX ’20. AppExchange was Our ongoing content and virtual event series, systemic racism, sharing that, “I am Black first in my excited to inspire, empower, and motivate the community and ecosystem Leading Through Change, was created to provide own mind and what I believe others see. I embrace throughout the day. Here are just a few of the highlights. thought leadership, tips, and resources to both that, but I recognize that creates sometimes educate our community and build a forum for challenges and sometimes great opportunities.” conversation during times of change. Guest speakers By acknowledging how difficult said challenges can App-tastic Episodes 3-Minute Demos from Work.com Apps have spanned a wide range of industries and be for the Black community, our country is engaging backgrounds, offering inspiration and strategies for in an essential dialogue. AppExchange’s episodes focused on how you can use apps If there’s not a Demo Jam, did a Salesforce event really pushing forward through adversity by sharing their World Cup and Olympic champion Megan Rapinoe and solutions to drive digital transformation and succeed in happen? We had an epic, action-packed game show where own personal stories. Here are some highlights. joined us to honor the LGBTQ+ community. In a today’s evolving economy. Put these replays in your queue: three AppExchange partners demoed their Work.com apps Chef and humanitarian José Andrés, founder of World world where there is often “othering” of people • 3 AppExchange Work.com Solutions to in three minutes for your vote. This exciting matchup included Central Kitchen, discussed philanthropy in a time of different from ourselves, Megan reminds us that, Help You Reopen Safely Fusion Risk Management (Winner), ComplianceQuest, and crisis. Andrés’ organization supports healthcare workers “I’m you – whatever you would want for yourself, Traction Guest. Watch the replay here. • Ask the Experts: How to Be Successful with and low-income families by providing healthy meals. I would want for myself.” Her powerful message AppExchange with Salesforce MVP Anna Loughnan, In Andrés’ words, “It seems that charity is always about compels us to see all human beings as deserving of Metazoa CEO and co-Founder Jennifer Mercer, the redemption of the giver, when charity should be the same rights and opportunities. and members of the AppExchange team about the liberation of the receiver.“ He encourages us We encourage you to watch the full playlist and read to actually speak and listen to people in need and let the articles created for Leading Through Change so Fun and Inspiration in their concerns drive our acts of giving. that you can help amplify the voices of our community the Trailblazer Lounge Mellody Hobson, Co-CEO and President of Ariel for the greater good of the world around us. In between all the quality content throughout the Investments, spoke about the hard realities of day, attendees had a virtual pass to the Trailblazer Lounge, where we learned about Trailblazers who are doing incredible things in the community. The lounge also hosted LEGO artist Aaron Newman, who joined in on the #TDX20 fun. In just four hours, Aaron built a 4,000-piece LEGO Codey the Bear statue, complete with the Trailhead logo. Mind blown. Relive the fun and adventure of TrailheaDX with us @appexchange. 33
SUPPORTING THE EXCHANGE WORKERS SUMMER 2020 U.K. HOSPITALS FIGHT FATIGUE Guy’s and St Thomas’ helps its workforce stay safe When medical professionals are fatigued in a crisis environment, they are more likely to make poor with Sirenum’s workforce management solution. decisions, including handling their PPE improperly. This increases the rate of infection and, sadly, the mortality rate of both patients and staff. This leads to a constant shortage of personnel onsite. Having the right amount of the right kind of staff in place is paramount. Guy’s and St. Thomas’ NHS Foundation Trust, one of the largest hospital trusts in the U.K., has turned to AppExchange partner Sirenum to combat workforce fatigue. Guy’s and St. Thomas’ was up and running with the Sirenum for COVID-19 Staff Management solution in just 48 hours. Built into the solution is real-time fatigue management based on the U.K. HSE guidelines. The scheduling engine also has embedded compliance rules, making sure that any replacement has the appropriate skills and certifications. All of this means that Guy’s and St. Thomas’ can spend less time in the minutiae of staffing, and more time caring for patients. “ It’s all about moving fast to save lives. Because we were built on the Salesforce Platform, we were able to evolve our product with hospital and healthcare-specific templates, labels, and more in just days. We leveraged the powerful Salesforce analytics suite without a single line of code. Plus, with Salesforce infrastructure underpinning our solution, no hospital is ever concerned with our product’s safety, security, or scalability.” – Joshua Pines, Co-Founder of Sirenum Sirenum also worked with Salesforce to secure COVID-19-specific SKUs to allow three months free for COVID-19-impacted customers. This is an enormous help for organizations like hospitals, care homes, and volunteer organizations. Since implementing Sirenum, Guy’s and St. Thomas’ has seen a dramatic reduction in fatigue and 100% shift coverage. It is using this technology to make it possible to continue business-as-usual activities, and communicate more reliably with staff. The MySirenum mobile app makes it easy for workers to accept, start, and end shifts, plus report self-isolation. “ Sirenum is a powerful tool for both rostering staff dynamically and tracking individual staff outputs. It enables us to see the impact of workforce decisions during the pandemic in real time, which is invaluable when resources need to be agile. I cannot praise the dedication and professionalism of the Sirenum team enough. They have truly stepped up to help the NHS during this difficult time.” – Dr. Azra Zyada, Crisis Operations Director for Guy’s and St. Thomas’ Read the full story here and learn more about Sirenum on AppExchange. 35
SUPPORTING THE EXCHANGE WORKERS SUMMER 2020 Jeremy McCallum Area Director of Professional Services Five9 CREATING A COVID-19 HOTLINE Five9 is helping companies quickly pivot to remote call centers. TELL US MORE ABOUT THE CHALLENGES CUSTOMERS ARE SEEING TODAY DUE TO COVID-19. Companies need to provide a secure work-from-home solution How do you ensure that your call center agents can receive important for contact center agents. It’s been a struggle for some companies calls remotely? Five9 is a cloud contact center solution provider that is to implement new technology quickly — especially for emergency helping companies change their customer service quickly. We reached response teams. Every minute counts when it comes to saving a life. out to Jeremy McCallum, Area Director of Professional Time is of the essence. Services of Five9, to learn more. Our customer with the COVID-19 hotline was able to act quickly HOW HAS YOUR TECHNOLOGY HELPED CUSTOMERS because they had Five9’s out-of-the-box integrations with Service DURING THIS TIME? Cloud and Sales Cloud. Five9 syncs directly with our customer’s One Saturday morning in mid-March, a long-time Salesforce instance, eliminating integration obstacles. customer called us for help. They needed to add agents to their call center environment to handle the flood of This rapid setup enabled calls to be automatically directed to incoming calls to their COVID-19 hotline. Due to the stress of the agents who could discuss unemployment benefits and additional situation, this customer was in critical need of a seamless solution that government assistance. This helped our customer manage the spike could provide the best possible experience for their distressed callers. in hotline calls and give more individuals access to vital government resources. Within 48 hours, we added 50% more agents to the system, along with scripts, IVR prompts, and campaigns to their Salesforce HOW ELSE IS FIVE9 HELPING environment — enabling call agents to access the necessary WITH COVID-19? Five9 launched a FastTrack Deployment program to help customers information needed to manage inbound calls. The synergy of Five9 set up a contact center and remote agents in 24-48 hours with and the Salesforce Platform helped deliver a seamless customer a predefined set of professional services engagement features, experience, resulting in an increase in call volume from 3,000–4,000 voice with basic screen-pop, ASIC chat, email, and Zoom phone calls per day to 100,000–600,000 calls per day. connectivity. Because the Five9 Intelligent Cloud Contact Center is not By leveraging Salesforce and Five9 to improve the agent experience, location-dependent, it only requires connectivity to the platform itself. our customer was also able to improve the caller experience. Agents Agents simply need to have access to the internet, a computer, and a were able to: headset to leverage the Five9 solution. • Reduce call times by pulling all key information directly from a holistic view in their Salesforce instance • Prevent duplicate conversations with a centralized view of Read the full story here and learn more their caller’s information about Five9 on AppExchange. • Increase first-call resolution, resulting in overall caller satisfaction 37
SUPPORTING THE EXCHANGE WORKERS SUMMER 2020 STAYING AT THE FOREFRONT OF Katie Smart Senior Director of Global Marketing and Communications INNOVATION SightCall The world’s oldest printing press manufacturer supports WHAT TYPE OF SUPPORT IS NEEDED RIGHT NOW FOR customers virtually with the SightCall app. YOUR CUSTOMERS? Back in February when our alarms initially went off with COVID-19, the challenge was helping customers with business continuity. Italy especially faced a lot of struggles as the first country to be hit hard by the virus in EMEA. We had insurance companies that had to increase licenses overnight because they needed to serve their customers while protecting their employees. In manufacturing, customers needed to keep mission critical machinery running even when they were unable to travel or go onsite. Because of powerful integration with Salesforce, we can have customers live with SightCall in one hour. This was a game changer that helped current customers deploy new licenses and new customers get started with remote support during a very stressful and uncertain time. Today, we have shifted our focus to how we can help customers return to work safely, and we’re focused on what the future of work and service look like. Koenig & Bauer is a great example of a customer that was fast in its response to the COVID-19 crisis. Printing presses are large and complex pieces of machinery, and downtime can be costly. Without the ability to travel and visit customers onsite, it was more important than ever to assist them via remote support. With the power of SightCall and Salesforce, Koenig & Bauer has been able to safely support customers while still providing reduced time to resolution and improved fix rates through its Visual Customer Support service. HOW IS THE SIGHTCALL APPEXCHANGE APP HELPING SALESFORCE SightCall is an augmented reality visual support platform. We help companies see and resolve CUSTOMERS? challenges remotely, which carries huge benefits including reduced truck rolls, improved fix rates, increased customer satisfaction, and decreased training time for service experts. With SightCall, a remote technician can show you how to do something on screen to resolve an issue in a real-time collaborative environment. It’s also an enterprise-grade platform that transforms the way we share knowledge and offer support to people to solve service problems. SightCall was able to support Koenig & Bauer as an existing Salesforce customer and specifically its Service Cloud instance. It was already a heavy user of Service Cloud in its call centers and for customer support. With SightCall, it was able to add a remote virtual support component to its service – giving its technicians the ability to remotely view issues happening with printing presses, and walk customers through the fixes. For Koenig & Bauer, this has resulted in a faster time to resolution and a greatly increased first- call resolution. Koenig & Bauer is a leader in service innovation, and today it reports that almost 80% of its cases can be resolved successfully by remote maintenance. When you think of the cost of sending out a technician and the cost of downtime on a printing press, visual support offers Koenig & Bauer, manufacturer and owner of the oldest printing press in the world, has been providing remote huge savings, and those savings can then be redirected into other parts of the business. visual assistance to customers with the help of AppExchange partner SightCall. Remote visual assistance enables customers and technicians in the field to get advice and guidance from professionals right from their mobile device – giving them the reassurance they needed at the height of COVID-19. We caught up with Learn more about SightCall on AppExchange. Katie Smart, Senior Director of Global Marketing and Communications at SightCall, to learn more. 39
coloring page FUN & GAMES THE EXCHANGE SUMMER 2020 WHERE IN Even Appy is working from home! You can color from home by printing and coloring this page. THE WORLD Then, share it on social media and be sure to tag it with @appexchange. IS APPY? 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. Photo: Becka Miller 41