Learn About Expedition Focus Areas
After completing this unit, you’ll be able to:
- Describe some common goals customers can address via Salesforce Expeditions.
- Describe a real-world example of a successful Salesforce Expedition.
Let’s get one thing straight about Salesforce Expeditions: No two are the same. Each business’s journey in the Fourth Industrial Revolution is unique. We tailor your Salesforce Expedition to your business and your specific goals.
That being said, there are some characteristics that all expeditions share.
The Compass Framework is our program for customer success and digital transformation. Like a real compass, it has four cardinal points that we rely on to create a Salesforce Expedition.
- Creating customer companies: Our guiding principle, the true north of the Compass Framework, is the belief that all companies have the potential to become customer companies. Customer companies have a positive impact on the world in which they operate. They are both inspired by and inspiring to their customers. The other points on the Compass Framework help us put this belief into action as we work with you to transform your business.
- Deep discovery: Getting to know you and your business intimately is foundational for a successful Expedition. Through interactive workshops, small focus groups, and other discovery techniques, the Expeditions team gets up close and personal with key executives, teams, and systems—any constituents whom this transformation can affect—to determine top priorities for the engagement.
- Action plan and success definition: Creating an action plan and definition of success for the expedition is the next point on the Compass Framework. The Expeditions team works with your leaders to come to agreement on this critical plan. They help you achieve buy-in across the organization. And they help you determine what sort of metrics to use to evaluate success.
- Execution: Ultimately, it’s all about the execution. With access to deep talent across all of the technologies driving the Fourth Industrial Revolution, the Expeditions team works with you translate your plan into action.
Most Salesforce Expeditions run for about 12 months. The first few months follow a fairly consistent process. During this early phase, it’s all about the discovery and planning processes. Using the Compass framework detailed above, the Expeditions team works with you to formulate your desired outcomes and a plan for how to reach them. Once the goals and outcomes are finalized, typically in the first 90 days of the engagement, the rest of the engagement is all about turning that plan into reality.
A small team of dedicated Salesforce experts leads each Salesforce Expedition. Before the Expedition begins, your Salesforce account team works with you to match the right system architects, program managers, and business management specialists for your needs. And each expedition includes 2,080 hours of on-demand consulting with Salesforce engineers and designers from our larger in-house services organization to help turn concepts into reality.
Is it too much to say you’re getting the dream team when you work with Salesforce Expeditions? Not at all!
Having difficulty imagining how you can implement a Salesforce Expedition? Here are some of the common topics our customers are looking to address with Salesforce Expeditions.
Creating an Inspiring Vision
At Salesforce, we adhere to four key values that we believe are the foundation of our success: trust, customer success, innovation, and equality. If one of your strategic goals is to inspire your organization and create a truly aligned company, we include some of these focus areas in your expedition.
- Vision and values (our V2MOM process)
- Culture and trust
- Leadership alignment
- Partner and employee ecosystem
When you explore those topics with the Expeditions team, the following outcomes can result.
- Increased employee satisfaction
- Improved talent retention
- Strengthened partner alliances and customer relationships
Commitment to Customers and Human-Centered Design
One way to express your commitment to your customers is by focusing on human-centered design. That is, putting your users’, customers’, and employees’ experiences at the center of your company’s offerings. Organizations seeking to focus on these concepts are looking for things like:
- How to become more innovative
- Improving research and discovery capabilities
- Prototyping and rapid experimentation
These kinds of engagements can result in:
- Improved customer satisfaction
- Creation of new lines of business
- Enhanced adoption of apps
One of our core values at Salesforce is innovation. We implement three major releases every year filled with hundreds of new features, plus weekly minor updates to our core application. We value the feedback our customers express in our idea exchange. In fact, many of our best ideas originate there.
If you’re looking to incorporate some of these practices during your expedition, these topics are for you.
- Continuous and Agile delivery models
- Center of Excellence
- Digital strategy framework
Going down this path on a Salesforce Expedition can lead to:
- Increased product development speed
- Faster defect resolution
- Improved customer and employee satisfaction
Speed is a key theme of the Fourth Industrial Revolution. Have you noticed how often the apps on your phone get updated? New features are coming out all the time, and new apps launch every day. It can be dizzying for your employees and customers to grapple with the change that typically comes with a digital transformation initiative. For companies looking to move faster and help everyone embrace the future, the Salesforce Expeditions team can offer strategic and tactical guidance on topics such as:
- Change management
- Training and coaching plans
- Communication efforts
Successful outcomes for these types of activities can include:
- Improved customer and employee satisfaction
- Improved talent retention
- Increased productivity
Let’s look at some real-world examples of how organizations are using Salesforce Expeditions to achieve their vision for the future.
Toyota Financial Services
With the help of Salesforce Expeditions, Toyota Financial Services is building a new car-buying experience for their 4.5 million customers. Toyota started with a bold vision: Make every interaction between the dealer and the customer easier.
Working in close partnership with the Toyota contact center, claims, and finance groups, the Expeditions team worked out a clear roadmap to consolidate 17 legacy systems down to 4. The new system delivers a unified view of borrowers to contact center agents, including payment and vehicle purchase history. Previously this information was stored across several systems and took agents much longer to access. They also improved Toyota’s challenging debt-management processes by automating key parts of a process that varies considerably due to varying regulatory requirements across 50 states.
Every day, more than a billion people all over the world ride on escalators, elevators, and moving walkways provided by the Finland-based KONE Corporation. KONE partnered with Salesforce Expeditions to make everything in its business revolve around the customer. KONE is working toward a future where the operating condition of more than 1.1 million of its escalators and elevators is linked with real-time customer information and maintenance schedules, which the company can provide to any of the more than 20,000 KONE field service technicians around the world.
University of Texas
The University of Texas wants to reinvent the student experience. The university is using Salesforce Expeditions to help with this transformational effort. UT has taken a student-first approach and is working on an entirely new platform called TEx. With this highly personalized platform, students can take online courses and work at their own pace. Faculty members can keep an eye on their progress and get in touch when students are at risk of failure. TEx also supports teaching methods in the classroom, in the lab, and in the field, so students can get a well-rounded education and a fully accredited degree from UT. What’s more, UT is working on a system that can compile a student’s academic and professional accomplishments in one place. Based on blockchain technology, it can include credits, degrees, certificates, and more—and stay at the fingertips of each student.
We hope you have a better understanding of Salesforce Expeditions and how partnering with Salesforce in this way can lead to spectacular outcomes for you and your organization. The Fourth Industrial Revolution is here to stay, and we would love to help you on your journey into the future.