Everywhere you turned at Salesforce World Tour London 2016, there were stories of apps making life easier, faster and better connected for organisations and their customers too.
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Many made predictions as 2013 kicked off, but one caught my eye. Forrester's Nigel Fenwick called this new year the Year of Digital Business. As Fenwick points out, there has been a communications evolution that has many retailers scrambling to find ways to get closer to their customers with innovative new technology to beat the competition. Apps carry a massive power for your team: the ability to review and analyze data plus connect with colleagues, vendors, or customers anytime, anywhere. This includes connecting multiple data points, including from IoT devices, into a simple dashboard that turns data into information in real-time, and saving time by allowing employees to access. Anytime, Anywhere Access to Your Work. Maximize productivity, enhance efficiency and better serve your customers - whenever work calls.
In all kinds of business, it’s clear that easy, personalised service is now a major differentiator when customers decide where they’ll spend their money. Companies that use apps well have a clear advantage – whether in engagement, data collection and analysis, or simply making themselves agile enough to deliver the products and services customers really want and need.
In his App Cloud keynote, Salesforce Senior VP and App Cloud Lead, Brian Goldfarb, pointed out that today’s CIOs are increasingly moving away from infrastructure-centric business models towards a new, flexible, customer-centric approach.
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But this new breed of business – the “digital enterprise” – relies on a single, interconnected view of the customer, bringing data from their digital usage alongside physical interactions and their sales, marketing and customer service history.
That’s tricky when these pools of information are in separate silos, but apps can provide a great channel to pull it all together. Here’s how.
KLM: from commodity to carrier of choice
The world’s oldest airline, KLM, is on a mission to also be the most customer-centric network carrier. It’s a good strategy: in a market that’s becoming increasingly commoditised, stand out by promoting customer experience.
But it’s no small ask. With 77 million passengers a year, navigating a web of interconnecting flights across 243 destinations, it’s tough to keep track of everyone – where they are, where they should be, and what information they’ll find relevant and useful.
Meanwhile, it’s critical to ensure an efficient turnaround between flights, if the passengers are going to leave on time and arrive in safety for those all-important connections. And with more than a dozen types of aircraft – and a multi-stage process involving flight crew, ground crew and customer service staff – keeping everything moving smoothly is a real challenge.
To pull together these complex processes and information, KLM is using apps built on the Salesforce App Cloud which integrate seamlessly with their own in-house apps. Customers can make bookings, check in, see all their relevant flight details and leave feedback, while crew can work through their respective parts of the flight preparation process, and keep track of progress.
The really impressive part: everything’s joined up. If there’s a problem in the turnaround, it’s easy to update passengers of progress – and likewise the captain can see if that last passenger has checked in and is just approaching the gate, making informed decisions in real time. Everyone’s up to date.
Three kinds of app; three development approaches
When it comes to running a smart, connected, customer-focused business, the right app can change everything. But scoping, empowering and developing them can be complex.
To help simplify matters, Brian Goldfarb outlined three broad types of app – each with its own particular challenges and needs.
1. Back-office process apps: make everyone a developer
“In the future,” predicted Brian, “the vast majority of apps are going to be built by people who aren’t developers.”
With the huge potential of apps to pull information from silos, automate key tasks and distribute the results to the right places, there’s simply no way IT professionals can keep pace with the demand for new, digitised back-office processes.
So instead of building the apps, the job now is to empower the “citizen developer” – non-technical specialists who want to improve their own way of working. Like the warehouse logistics manager who wants to be able to easily check deliveries in and out.
Often, that information is stored across a number of tricky legacy systems, each requiring specialist development knowledge. The solution here is to implement an “agility layer”, interfacing with the old systems to make rapid development easy.
2. Customer engagement apps: don’t make them think
The key to a good customer engagement app is to be really, really simple to use, doing as much of the work – and the thinking – for the customer as you can.
For example, integrate their login details across all your environments so they have one identity for customer service, website and app. Make use of their device’s geographical location options to auto-configure for appropriate regions and show only relevant information, and connect customer interactions to the back office so your employees always know your customers purchase and service history – meaning your customer service team can communicate right through the app.
It sounds complicated, but we’ve aimed to make it as easy as possible with Heroku Enterprise, part of App Cloud, giving the customer a truly smooth, connected experience.
3. Connected, streaming apps: make decisions based on data
Increasingly, brands are using apps to stream information, media and experiences and interact in real time. This creates massive streams of data from devices, while customers still expect to feel engaged on a personal, one-to-one level.
So capturing, analysing and filtering that information is key – enabling you to make smart decisions, act and intervene at the right time, and make the experience feel truly personal for the user.
It’s time to get building
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Often, the best way to learn is by doing. If you’d like to see what you might be able to build in the App Cloud, our Trailhead site is 100% free and open to anyone. It’s a great place to road-test your ideas.
Or to find out what the big digitatl transformation trends are download your complimentary copy of the 2016 State of IT report.
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150+ channels in the car, plus even more on the app and online — over an $80 value! Watch SiriusXM video, create ad-free Personalized Stations Powered by Pandora and more online and on the app
All SiriusXM-Equipped vehicles are eligible, regardless of manufacturer. Additional SiriusXM packages may be available for non-equipped vehicles on other qualifying devices
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Free SiriusXM materials for your dealership and your customers
How it works
- Complete the SiriusXM Pre-Owned Program online enrollment form authorizing your Preferred Data Source Provider to securely transmit vehicle and customer contact information to SiriusXM
- Upon successfully enrolling in the program, download the improved Dealer App. For best results, launch the app, turn on location services and scan the VIN. See more Radio Activation details here
- After we receive the vehicle sold record, your customer's 3-month All Access trial subscription begins
What happens after I enroll?
- After we successfully activate your dealership, you will receive a Welcome Kit in the mail within 7–10 days with free SiriusXM materials for your dealership and your customers
- Use the improved SiriusXM Dealer App to pre-activate the radio to demonstrate SiriusXM during test drives
Program Details
SiriusXM Pre-Owned Program: All eligible vehicles equipped with factory-installed satellite radio will receive a 3-Month trial subscription of the SiriusXM All Access programming package (a $21.99/mo value) PLUS complimentary activation (an additional $15 savings). Trial subscriptions to other SiriusXM programming packages may be made available for non-equipped vehicles on other devices determined eligible by SiriusXM.
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SiriusXM will notify your eligible customers of their trial subscription, courtesy of your dealership and SiriusXM
We'll do all the work to activate trial subscriptions for service customers
How it works
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- Complete the SiriusXM Service Lane Program online enrollment form authorizing your Preferred Data Source Provider to securely transmit the vehicle and customer contact information to SiriusXM
- Once enrolled, we will notify your eligible customers of their trial subscription, courtesy of your dealership and SiriusXM
Trial eligibility?
- For the All Access Package, vehicles must be SiriusXM-equipped and determined eligible by SiriusXM
- Ineligible customers include those with active or recently active SiriusXM subscriptions or trials
- Streaming trials require customer email
What happens after I enroll?
- Once active in the program, we will notify your eligible service customers of their 3-Month trial subscription included
Program Details
SiriusXM Service Lane Program: Eligible customers with factory-installed satellite radio will receive a 3-Month trial subscription of the SiriusXM All Access programming package (a $21.99/mo value) PLUS complimentary activation (an additional $15 savings). A 3-Month Trial subscription of the SiriusXM Premier streaming package ($13/mo value) will be offered to eligible customers with non-equipped vehicles (email required to receive offer). Ineligible customers include those with active or recently active SiriusXM subscriptions or trial subscriptions. Trial subscription terms of service subject to change. Your dealership must be enrolled in the SiriusXM Pre-Owned Program to participate in the Service Lane Program, see complete terms and conditions
Get free music for your dealership by participating in our free Dealer Programs.
Available to Dealers in the Pre-Owned and Service Lane Programs
Over 110 music channels plus 30 channels that are interruption free
How it works
- Complete the SiriusXM online enrollment form authorizing your preferred Data Source Provider to securely transmit pre-owned vehicle and service customer contact information to SiriusXM by enrolling in the Pre-Owned Program and Service Lane Program
- Upon confirmation of enrollment in our FREE Dealer Programs, you will be able to easily stream SiriusXM through your own device or SiriusXM Internet player
What happens after I enroll?
- After qualifying for Dealership Beats, you will receive a program Welcome Email with instructions on how to retrieve your credentials to stream Music for Business for your Showroom for FREE on your personal device
- Not interested in streaming SiriusXM on your device? Special $49 offer for SiriusXM Internet Grace Player is available for participating Dealerships. Obtain your unique promo code and click on the shop link provided in the program Welcome Email
TERMS & CONDITIONS APPLICABLE TO DEALERSHIP BEATS BENEFIT: SiriusXM may, in its sole discretion, make available the SiriusXM Music for Business service to Dealers actively participating in SiriusXM's Pre-Owned Program and Service Lane Programs (the 'Dealership Beats Benefit'). To the extent such SiriusXM Music for Business service is made available to Dealer, Dealer shall use the SiriusXM Music for Business service solely in its showrooms and/or service areas and may not sell or transfer such benefit to any third party and Dealer shall not provide its log-in credentials for streaming Music for Business for use by anyone other than Dealer. The provision and use of SiriusXM Music for Business service are governed by the SiriusXM Customer Agreement for Business Establishment Services; see www.siriusxm.com/siriusxmforbusiness. SiriusXM may modify or terminate, in whole or in part, the Dealership Beats Benefit at any time in its sole discretion without notice. SiriusXM's discontinuance of the Dealership Beats Benefit shall not automatically terminate Dealer's participation in the SiriusXM Pre-Owned Program and/or Service Lane Program.
Join our programs and give your customers the best of SiriusXM with the All Access Trial Subscription
SiriusXM All Access is our best package with the widest variety of entertainment, anytime, anywhere your customers want it—inside the car, on their phone, online and at home.
- The widest, deepest variety of music, ad-free
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- Exclusive channels curated by and dedicated to your customers’ favorite artists
- More games, more sports, more coverage than anywhere
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- Enjoy Pandora inside the SiriusXM app, where your customers can create their own customized, ad-free Personalized Stations Powered by Pandora based on the artists they love
- 100+ ad-free Xtra channels of music made for any mood, occasion or activity — they'll discover new music and enjoy even more variety from every decade and music style they love
- A backstage pass to their favorite shows with SiriusXM video, including Howard Stern
- Access to thousands of hours of On Demand shows and performances, so customers can listen on their schedule
All Access Offers the Most Inside + Outside the Car
- The widest, deepest variety of music, ad-free
- 2 Dedicated Channels for Howard Stern
- Exclusive channels curated by and dedicated to your customers’ favorite artists
- More games, more sports, more coverage than anywhere
- Every kind of comedy, with something to make your customers laugh
- Most extensive entertainment coverage and original talk channels
- Most complete news coverage
- Once-in-a-lifetime, subscriber-only events that put your customers up close & personal with the biggest names and the brightest stars
New Features They'll Love
- Enjoy Pandora inside the SiriusXM app, where your customers can create their own customized, ad-free Personalized Stations Powered by Pandora based on the artists they love
- 100+ ad-free Xtra channels of music made for any mood, occasion or activity — they'll discover new music and enjoy even more variety from every decade and music style they love
- A backstage pass to their favorite shows with SiriusXM video, including Howard Stern
- Access to thousands of hours of On Demand shows and performances, so customers can listen on their schedule
Radio Refresh
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