We’re not talking about Star Wars (this time), we’re talking about a ‘force’ that took a bad situation and made it good, a ‘force’ that spoke out where others did nothing, a force that changed the face of an industry. The name of this ineffable hero? Salesforce. In 2013 it was named the ‘Most Innovative Company in America’ by Forbes Magazine and number 7 in Fortune Magazine’s top 100 companies to work for. With a HQ based in San Francisco, California and offices worldwide, it is no surprise that it’s one of the world’s top rating companies that has dominated the market from the off.
Who are they?
15 years ago Salesforce.com was launched. Their main aim, to improve Customer Relationship Management (CRM) using cloud technology. The old system was clunky; using software that had limited number of ‘seats’ or ‘x’ amount of expensive upgrades released in a year involving large scale rep coordination was both expensive and inefficient for both large scale corporations and smaller sales teams. Salesforce revolutionised the way that business is done today by creating a way of integrating so many essential business components in to one place, and making the internal communications in companies flow smoother than ever before.
Bayer Pharmaceuticals has employed Salesforce’s services to great effect. As Dave Shum, Manager of Business Solutions for Bayer says “Pharma is going social, and Salesforce keeps us connected”. Already advocates for Salesforce, Bayer has committed to a case study on Salesforce’s website explaining the benefits of using Salesforce for a traditional (130 year old business). And that part is important, the fact that despite being a more mature business it has adapted and adopted new technology easily, and to great effect.
With Salesforce, they have transformed how how their reps spend time with doctors, who are notoriously hard to get hold of because of restrictions on their time. By transferring all the data they need to the Sales Cloud they can automatically update iPhones and iPads that their sales team use with the latest information, and sales tools. They can also pull up custom reports, and share data in real time using apps built on SalesforcePlatform1.
On top of this, using the Chatter platform, employees across Canada can share information and work together to help customers. This approach streamlines the conversations they have with customers, because everyone is on the same page. Through this internal ‘social network’ the conversations are kept private to the company, but visible to all on the inside which proves useful when bringing new employees up to speed. Shum says ” we’re using Chatter to share and collaborate across teams and more efficiently on-board new employees. The world is going social , and now Chatter helps us serve out customers in new ways.”
And Bayer isn’t the only example of successful integration of Salesforce into Pharma, with Accenture also taking the helm and adopting the Salesforce Service Cloud they have reduced client costs, increased their efficiency and flexibility and are able to respond to their customers easily.
So what does this tell us about Salesforce?
This tells us that this 15 year old has the smarts to help businesses grow and connect better with their customers. Charming the ‘old boys’ of pharma with their new tech; but it’s not a gimmick, it’s an ever evolving business. This evolution has also brought about a partnership with Veeva, a company that has built on Salesforce’s Force.com platform with a target focus on the life sciences industry and their specialist needs. Find out more about Veeva in a post coming soon!