Cloudforce Reinforces Canada's Importance to Salesforce

Posted by Rob Lewis

Enterprise cloud computing giant Salesforce hosted Cloudforce in Vancouver this week and the city got a very, very small taste of what it's like to attend San Francisco's Dreamforce event.

One thousand dedicated Salesforce users crowded the Fairmont Waterfront. It was a huge audience for Vancouver but only a mere fraction of what Dreamforce pulls in San Francisco.

Dan Debow, Rypple cofounder and Canada's version of Marc Benioff, hosted the mainstage presentation and opened the event with a slide titled "Canada is Key to Salesforce's Success." Debow emphasized Canadian milestones including their investment (900 employees across Canada), dedication to innovation (social acquisitions including Radian6, Rypple, Sitemasher, and GoInstant), and growing customer base of almost 6,000.

The event included a Canadian roster of customer guest speakers including Telus' Brad Pruner, Avigilon's Amir Javidan, and Payfirma's Michael Gokturk.

Techvibes got a chance to sit down with Pruner, Telus' Communications Director of Cloud Enablement. Pruner leads the team that is responsible for CRM strategy and shared examples of how they're successfully using Saleforce.

Internally:

"What we're seeing in terms of the social revolution is how we engage our employees better around how we can serve our customers better," he explained to Techvibes. "We've been using tools like Chatter. We've been using the ideas portal in Salesforce because the truth of it is if you want to ask how you can serve your customers better, you shouldn't be asking your customer service director and you shouldn't be asking your IT department, you should be asking the agents who are talking to clients."

"We've seen success within Telus at engaging front line champions and saying, 'tell us what we should be doing differently,' and vote up those ideas that have the most impact," he added.

Externally:

"My responsibility is primarily business to business. Where we've seen some great success is on engaging customers on social channels. We run a @TelusSupport twitter handle and we started this off tentatively a few years ago because wanted to first listen to what our customers had to say," Pruner said. "What we're experiencing now though is a very active dialogue on Twitter and other social channels where business clients are actually asking for and getting support from our team. We monitor the social feeds—whether you choose to respond or not is a business decision you can make but you have to do so carefully."

"But what we found, and what becomes quite rewarding," he noted, "is when we're able to resolve a customer inquiry through @TelusSupport—many times that same customer who was once disgruntled actually becomes an advocate on Twitter."

Company:
Telus Corp.
Website:
http://www.telus.com
Location:
Vancouver, British Columbia, Canada

Technology is a key enabler for TELUS and our customers, providing advantage and differentiation in the marketplace. By managing the life cycle of current technologies and the timely introduction of new technologies we deliver superior service value to our customers and long-term growth oriented investment performance to our shareholders. For investors, TELUS is succeeding in managing technology and capital... more

Company:
Salesforce.com
Website:
http://www.salesforce.com
Location:
Toronto, Ontario, Canada

Salesforce.com is the enterprise cloud computing company that is leading the shift to the Social Enterprise. Our trusted cloud platform and apps—including our flagship CRM solution—help employees collaborate easily and connect with customers like never before. And thanks to the cloud, all of it comes with low cost, low risk, and fast results. Our 100,000+ successful customers tell the story best. more

Company:
Avigilon
Website:
http://www.avigilon.com
Location:
Vancouver, British Columbia, Canada

Avigilon (TSX: AVO) is defining the future of protection through innovative high-definition surveillance solutions. Delivering the world’s best image quality, Avigilon’s industry-leading HD network video management software and the broadest range of megapixel cameras are reinventing surveillance. Offering customers in more than 80 countries a customizable end-to-end, scalable, open solution to monitor property and... more


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Rob Lewis

Rob Lewis

Rob is the President of Techvibes Media and Editor-in-Chief of Techvibes.com.  His diverse background includes stints in International Trade Finance, Web Development, and Enterprise Software and he is a graduate of the University of British Columbia, British Columbia Institute of Technology, and Simon Fraser University. When not running Canada's leading technology media property, Rob can be... more




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