Liberty, RIB CCS and Top Dog Education will be joining Salesforce (NYSE: CRM), the global leader in CRM, to share their stories about how businesses can drive digital innovation across diverse verticals such as insurance, finance, online learning and construction. Salesforce’s flagship event, Salesforce Live: South Africa, will feature customer journeys, innovations and show what the power of digital transformation, combined with smart data, can really achieve.
The pandemic has exposed customer service shortcomings, with 88% of service professionals globally reporting that the pandemic exposed technology gaps. This is according to Salesforce’s State of Service report. Eight-seven percent of South African service professionals say they have seen an increase in customers using digital channels. Faced with these challenges, service teams and their leaders are making changes that will benefit them and their customers long after the crisis has passed. Eight-six percent of South African service decision-makers say they are accelerating digital initiatives, while 78% say that they have invested in new technology.
“Digital disruption is sweeping the global economy, and businesses that wish to remain competitive must embrace digital transformation. Liberty, RIB CCS and Top Dog Education have invested in digital innovations to help them grow their business across industries that include insurance, education and construction, during what has been the most difficult of years,” says Robin Fisher, Salesforce’s Vice President of Emerging Markets.
The Salesforce Live: South Africa 2021 virtual event series, themed “Success from Anywhere,” will feature engaging speakers, thought-provoking content, and practical demos and tools delivered weekly from June 10 to July 1st. Sessions cover Success from Anywhere, Customer Engagement, Digital Experiences, and Data and Automation. Vusi Thembekwayo, venture capitalist, entrepreneur, author and globally renowned speaker, Andy Golding, Employee Experience Specialist and Co-Founder of Still Human, Arthur Goldstuck, CEO of World Wide Worx, and Mushambi Mutuma, Managing Director of Black Powder are among the featured speakers.
“Salesforce Live: South Africa can help businesses to embrace the all-digital work-from-anywhere model, powered by a major evolution of the cloud into the Cloud 3.0 era,” says Robin Fisher, Vice President of Emerging Markets, Salesforce. “The major evolution of the cloud can help organisations to optimise operations, customer experiences, and post-pandemic business innovation.”
Liberty leads the way in building modern experiences
When it comes to insurance and investments, customers want two things: accurate information and a seamless experience. Customers have often felt in the dark about the status of their money or insurance policies. Liberty is working to change this.
“We began our digital transformation with an initiative to streamline and automate the claims process," said Tim Rossouw, C4E Integration Lead "The objective was to provide customers with faster financial assistance. Our main challenge stemmed from the fact that claims data was spread across multiple systems. We chose Mulesoft to integrate with all backend systems in order to achieve a unified view of the customer. Additionally, we created APIs into our calculation systems to obtain real-time policy values that could be used by customers when evaluating the plan. We then developed APIs that enable customers to make direct payments from the claims system, eliminating the need for all of the previous administration.”
RIB CCS contributes to the engineering and construction industry’s digitalisation
The construction and engineering industry expands horizons and creates new ones, and behind every new development there’s a vast team of experts working together to bring their vision to life. RIB CCS, is a leading global provider of specialist software for the engineering and construction industry. It helps customers control costs, enhance productivity, and keep projects profitable and efficient.
“At RIB CCS, our mission is to accelerate the industry’s digital transformation so that it can thrive for many generations to come, and we live the mission through our interactions with our customers," said Kim Immelman - Head of Marketing." Salesforce has allowed us to finally take credit for revenue generated by our marketing activities. Because we have a dashboard view of our campaign performance, from lead generation to opportunity to closed, won, or lost, we understand which lead generation activities generate the highest ROI. What’s more, we’ve improved alignment and visibility between our sales and marketing departments.”
Top Dog Education takes virtual learning global
Top Dog Education is an e-learning platform based on the idea that traditional education doesn’t cater that well for individual learning styles. And its product is truly leading the way with a personalised, multi-sensory learning experience.
The company has taken virtual learning global, helping a whole generation of students to get the right qualifications to get into just about any university in the world under the brand Cambrilearn.
“We have 3.5 million registered students globally at Top Dog Education, and our platform, website, and CRM all provide a personalised experience," explained Ryan Swartzberg, founder and CEO. "This enables us to focus exclusively on our core business. We integrate with Salesforce to manage leads and case management. Students communicate with us through our learner management system, which ensures that all data is transferred to Salesforce along with support and revenue data, enabling us to effectively report on the impact we have on each of our students.”
Salesforce partner ecosystem
Underlining the strength of Salesforce’s regional growth plans, recent IDC research found that Salesforce and its ecosystem of partners will create USD 2.1 billion in new business revenues and 5 420 new, direct jobs in the country by 2024.