It’s hard to believe that after months and months of planning, Dreamforce 2016 has come to a close. It was our first time exhibiting at such a large conference and we were not disappointed. We took a team of executives, engineers, marketers, product managers, and solutions consultants to the largest conference in the world. The energy will never be forgotten. Here are a few things we’ll be taking with us as we embark on the end of 2016 and go into 2017.
Everywhere you look there is a guy with white hair, wandering the expo floor, on the screens, standing next to the most innovative products. How does Einstein actually fit into a trailblazer theme? He’s all about getting to know customers on a deeper level. With deeper insights into customers, Einstein (Salesforce’s AI for CRM) let’s you predict outcomes and take better actions toward resolution. As we always say, it’s imperative to move away from the reactive world of service management, and into a more proactive role that better benefits your business’ strategy and objectives.
The Salesforce Service Cloud isn’t brand new this year, but it’s a pivotal part to the reason we were at the conference. As service management professionals, delivering the best service is the cornerstone of what we do. That’s where Service Cloud comes in. As a platform, it’s built specifically for service management; and with Samanage utilizing that, we are helping you effectively work with your customers who have redefined how they want to communicate. It’s not longer just a ticket submitted or an email…it’s chat, social media, text messaging. So, instead of IT and other service providers being stuck behind ticketing solutions that don’t meet the needs of customers, we’re taking a look at a bigger and better direction (much more on that to come!).
Hundreds of vendors with bright shiny objects and 170,000 people to meet. It was a lofty goal, but of course we wanted to introduce every single one to the Samanage name and product. Seeing our current customers, prospective customers, and hopefully future customers in one location was a dream come true. Maybe we only spent mere minutes with you, or maybe you were able to sit with us for a longer dive through the product, no matter what kind of time we had, we enjoyed every second. And hopefully every time you shoot that rocket at your coworker you will think fondly of Samanage…and remember that service management solution. 😉
Demonstrating a technical product takes skill…I’d even go as far to say that providing an exceptional demo is an art form. And, this was on full display this week at Dreamforce 2016. Samanage participated in one of the early rounds of the Demo Jam series. Not to be outdone by the competition, we came prepared. Costume and backstory (a perfect reference to Marty McFly), we were ready to Jam. In three short minutes, our very own Brandon Wolfe crushed the demonstration, got a few laughs…and a few strange looks. While we didn’t win, the demonstration perfectly showed off the product and the fun Samanage culture.
How do we (as service providers) deliver the connected experience our customers expect? One big theme that we’ve always supported has been the evolving landscape of customer communication in the service industry. And, getting closer to customers versus automating them to a machine was one of the biggest themes at this year’s Dreamforce. Innovation is more than just product changes and updates, it’s about how you build personal relationships with your customers.
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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