salesforce overview for government digital transformation · 2020. 1. 2. · salesforce overview...
TRANSCRIPT
Michael Yeganeh, Senior Director Solution EngineeringKathy Locke, Account Executive State of New JerseyChristine Ryan, Principal Solution Engineer State and Local NEDan Osborne, RVP, State and Local Northeast RegionSue Maryott, Director, Customer Success
Salesforce Overview forGovernment DigitalTransformation
Rate of Innovation
1960s
Mainframe
1990s
Client/Server
Today
Cloud
IoT
Mobile
Social
AI
2000s
Web
Evolving Faster Today than Ever Before
Inno
vatio
n
App UI/UX
App Workflow
App Logic
App security
App Identity
App Management
Data
Runtime
Middleware
O/S
Virtualization
Servers
Storage
Networking
App UI/UX
App Workflow
App Logic
App security
App Identity
App Management
Data
Runtime
Middleware
O/S
Virtualization
Servers
Storage
Networking
App UI/UX
App Workflow
App Logic
App security
App Identity
App Management
Data
Runtime
Middleware
O/S
Virtualization
Servers
Storage
Networking
App UI/UX
App Workflow
App Logic
App security
App Identity
App Management
Data
Runtime
Middleware
O/S
Virtualization
Servers
Storage
Networking
Com
mod
ity
You
man
age
You
man
age
You
man
age
You
man
age
On-premise IaaS PaaS PaaS+ / SAAS
Val
ue a
dd
What do you mean by ‘Cloud’ ?
Increased Constituent ExpectationsTraditional vs Connected Constituents
Traditional Experience
Physical Location
DisconnectedExperience
M-F, 9-5Availability
Paper Form Online
24x7 Availability
Self-Service Experience
Mobile from Any Device
Connected Constituents
VS
Organizations Have Closed the Gap on the Digital DilemmaBy Investing in Innovation, Not Legacy
Maintaining Legacy ITInnovation
(1) Building Digital Talent (2) Redesign Business Models (3) Deploy on a Single Enterprise Platform
Why would you need a System of Engagement?
Stretching your System of Record will: • Add complexity and reduce agility• Increase delivery and ongoing costs• Increase your time to market• Decrease customer satisfaction
A flexible system of engagement will: • Adapt to new channels• Handle new ways of interaction• Easily integrate new technologies
Salesforce Platform and Apps
Systems of Engagement
Systems of Record
AnalyticsCommunitiesMarketingServiceSales Custom Apps Partner Apps
Web SocialMobile Call Center Email
HR / Financial Management Claims and Billing Legacy Case Management
Data Warehouse
Business Processes
Data & Objects Security Event
MonitoringCollaborationWeb & Mobile UI
Metadata Platform
Integration / API’s Web Services (SOAP / REST) BulkUI / Canvas Streaming FilesLightning Connect (OData)
Integration APIs Layer
Chat / SMS
SAAS
Salesforce Government CloudWorld’s most trusted and secure CRM platform
U.S. DATA CENTERS OPERATED BY U.S. CITIZENSAll data and operations located in the U.S. & maintained by U.S. citizens
DEDICATED INFRASTRUCTUREU.S. government partitioned data and resources to maintain security and compliance
CONTINUOUS MONITORING FedRAMP & DoD monthly reporting to maintain compliance
MARKET LEADING COMPLIANCE FedRAMP Moderate Authority to Operate & DoD Impact Level 4 Provisional Authorization
THIRD PARTY ASSESSMENTAnnual assessment by FedRAMP & DoD approved assessor
FIPS 140-2 ENCRYPTIONFIPS compliant in-transit and at-rest encryption
8
FieldService
Multi-channelService
ShareKnowledge
Unlock dataand Insights
ComplexCase Management
Optimize
ArtificialIntelligence
Case Management and Contact Center
https://www.salesforce.com/blog/2017/05/salesforce-gartner-crm-customer-engagement.html
Gartner Evaluation Criteria
• Case Management
• Knowledge Solution
• CRM Data Model – 360o View
• Unified Desktop Integration
• Real-Time Decision Support
• Collaborative Communities
• Integrated Email/Chat
• Visibility into the Social Graph
• Mobile Consumer Support
• Video Chat
• Feedback Management
Gartner CRM Customer Engagement Center 2018
Engage
Communities
OnlineMulti-channel
Portal
Self-Service
AuthenticatedSecureAccess
PublicKnowledgebase
OnlineTransactions
OnlineApplications andInquiries
Drag-and-drop tools empower declarative developersCreate Rich Apps and Websites with Low-Code Tools
Lightning Community BuilderLightning App BuilderFor Internal Apps For External Websites and Portals
All of Salesforce in One Mobile App
All your Configurations
Accessible on Any Device
Instantly make your employees mobileSalesforce is Your Gateway to Enterprise Mobility
25%+Employee productivity
Salesforce Mobile App Customization
Install Pre-Built Apps from AppExchangeThe fastest path to business impact is with pre-built apps, components and templates
Iulia Creanga Distributor Portal Director
Veeva
nCino
Sage People
Financial Force
Propel
MapAnything
Talkdesk
Conga
4KAppExchange
Apps
5MApp Installs
No-Code
Sharing Solutions to Maximize Savings
Early Childhood Education CO, MA, WA, OH
Adult Protective Services CO, OR, OH
This is the true advantage of the Salesforce Platform….We copy all but data into a new organization
Continued Innovation: 3 Major Releases Per YearDemocratized innovation - everybody gets it
54 Major releases delivered
Automatic UpdatesCustomization & integration
Features sourced by customer community
trust.salesforce.com
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Up-to-the minute information on planned maintenance
Phishing, malicious software and social engineering threats
Security best practices for your organization
Information on how we safeguard your data
Success is built on trust. Trust starts with transparency.
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