Do you know that song by Whitney Houston. “My Love is Your Love”?
Let me remind you:
I would hear this song over and over again when I was on hold with customer service for a Telecom company in the 1990’s. Although, initially, I considered the song innocuous, I came to hate that song with a passion. Because I was on hold so often. This negativity also spread to my opinion of the company. I would ask myself the following questions:
My opinion of the company deteriorated and, eventually, I changed my provider. So you’re asking, why should I care? Customer service is undergoing a major change. The old image of customer service done through call-centres is dying. Customers prefer interaction that doesn’t waste their time and gives a positive experience through solving their issues quickly. Those new channels include self-service, web chat and social media interaction.
The advantages of using those channels for service case management are:
According to Forrester, phone service is declining 12% year on year. Self-service is being used for straightforward tasks while phone service is still used for custom and/or complicated inquiries.
Those channels will be explored in greater detail in future posts.
At BiiT our mission is to help our clients to transform their business to be customer driven. We are helping them to plan and implement the changes in the processes and technology to support the change. Our solutions are based on Salesforce.com software, the leading Customer Success platform in the world. Typically, our customer relationships are long-lasting and we work together towards joint goals.
We have modern premises in Keilaniemi, Espoo and the number of employees has just reached 40 people.
Sales and Marketing automation is one of our focus areas and the key success factor for our clients on their way to transform into customer-driven companies. Therefore we are searching for a new member to join our growing marketing automation team.
You would be working closely with our customers to define their needs and requirements. Furthermore, you would participate in technical implementation and support our clients in learning how to continuously serve their customers better in constantly changing environment.
For additional information, you can call or email:
Head of Marketing Automation Mikko Pirinen, +358 50 4033 358, firstname.lastname@example.org
Please send your application and CV to recruiting(a)biit.fi latest on 5.5.2017.JAA SOMESSA
Recently, I was privileged to participate in one of the best training weeks of my life: “Salesforce Destination Success 2017”. It was held in Las Vegas where almost one thousand Salesforce admins, developers and consultants gathered together. All of us were enthusiastic and keen to learn to create and improve a customer experience by knowledge sharing and using Force.com technology. During the week we were also given three opportunities to prove our skills by attending a certification exam.
The event was organized by Salesforce University, the governance unit for all Salesforce related training. They have successfully managed to fulfill demands of the ecosystem by offering onsite classes, online training courses as well as building a certification program. They are a perfect example of the customer oriented approach themselves. In this event we had 9 choices for an individual learning track and I participated in the domain architect track. In addition to this there were many group meetings to share best practices across disciplines.
My experience of the architect track was all positive. Atmosphere was supportive and encouraged to join open discussions of the topics which were presented by an experienced technical architect himself. We also did some exercises from an Apex and visualforce architecture resource guide. After the week the following topics were covered: data architecture, integration architecture, identity and access management and development life-cycle and deployment. Maybe it being the last topic, I passed the exam and now I am also a certified development and deployment designer!
Overall this was a week well spent and I am pleased that BiiT has invested to keep up the good knowledge of its experts. In case you are planning to go next year, the event will be held in Washington DC, feel free to ask more from me. And a word of warning, it is an exhausting week! Because I felt a bit lonely not having many Europeans there, I made a proposal to Salesforce University having a similar event in Europe too and they promised to look what they can do.
I wish that in my case the slogan “what happens in Vegas stays in Vegas” is not all true and I, together with BiiT, can utilize my learnings for the benefit of Finnish customer companies for them to be the best in the World!
We help our customers to transform their business to be customer driven. Our solutions are based on Salesforce.com software, the leading Customer Success platform in the world.
We help our customers to plan and implement the necessary change and journey, making them eventually a Customer Company. Usually our customer relationships are long and we work together during the whole journey. We have modern premises in Keilaniemi, Espoo and our number of employees has just reached 40 people.
Field Service Transformation is one of our focus areas and there is a growing number of customers, who want to improve their efficiencies and raise their customer experience to a whole new level. Therefore,
You would be working with the leading companies in Finland and your main task is to identify and initiate field service transformation projects, which would lead to a customer experience journey with BiiT. Supporting you we have the largest and most competent team of field service consultants in Finland.
You would be part of our consultative sales team, working closely with our Field Service Business Unit. Our office locates in Keilaniemi.
For additional information, you can call or email:
Business Director, Antti Kuhmonen, tel. +358 50 590 3497 , antti.kuhmonen(a)biit.fi
Sales Director, Raimo Jalonen, tel. +358 40 589 4834, raimo.jalonen(a)biit.fi
Please send your application and CV to recruiting(a)biit.fi latest on Monday 27.3.2017.
With this partnership, BiiT is expanding its solutions offering to include full integration capabilities to any external system to and from Salesforce.
Why is this interesting to you? Salesforce offers the power of a full CRM system; but when the need for external online data outside the organisation is within the scope then data sharing and integration needs come into the picture.
Benefits over the standard Salesforce p2p offering? Point to point integration is the perfect out of box solution for quick and easy data merge needs when they are simple, straight forward components; but this is never the case to stay simple for long and more and more endpoint and integrations are needed that comply to the same need but different business logic so the lightweight solution needs a more scale-able and adaptable solution and that is where esb is beneficial.
BiiT offers a combination of Salesforce CRM, ServiceMax mobile field tools, Salesforce Lightning Field Service, marketing automation system and system p2p integrations. With its new partnership with Redhat a more flexible and scale-able offering can be provided.
Red Hat JBoss Fuse is a lightweight, flexible integration platform that enables rapid integration across the extended enterprise — on-premise or in the cloud, which includes Enterprise service bus modular integration capabilities. Red Hat JBoss Fuse for xPaaS extends the capabilities to our Platform-as-a-Service (PaaS) solution, Red Hat OpenShift, for integration services in the cloud.
JFuse ESB Integration offers full service orientated architecture, ensuring data availability and integrity. The Enterprise Service Bus (EBS) products and its rules and principles allow numerous applications to integrate together over a bu- like infrastructure, enabling each application to communicate with the bus without dependency or knowledge of the other systems in the bus. Each integration is enabled with simplicity for each of its endpoints in mind, ensuring that majority of the needed mapping and enrichment of data for both channel and canonical data model.
The Jfuse esb java based platform enables data services and applications for the below needs.
Pattern based integration framework – development of needed api for multiple endpoints.
Dynamic configuration management – deployment and updation or services even if actively running
Multiple connectivity options – connectors for JDBC, FTP/SFTP, HTTP/HTTPS, file, SalesForce.com, SAP, db2, etc
The use of the Java management extension can enable the monitoring of queue and log files to retrieve messages not processed due to issues or status of server and other issues that are flagged to be required as part of the monitoring management.
Contact BiiT Sales Team to learn how your Salesforce instance and connected parties can seamlessly work together with little manual effort. Our professional team of consultants and developers will analysis your needs and assure your CRM is tailored for your needs with no platform restrictions and limited changes.JAA SOMESSA
One of our customers had a problem. They told us “We are losing over 30% of our renewal sales. Contracts come to an end and keeping track is a manual process using spreadsheets. Can you help us?” Using CPQ (Configure, Price, Quote) with Salesforce Quote-To-Cash can solve this issue.
Imaging sitting in a bar, each time that your drink is getting empty, a waiter usually asks if you want another. This continues until you are absolutely sure that you don’t want anymore. The result? You have a positive service experience. The bar has sold you the maximum number that you were willing to consume.
Contrast the scene where you have to wait and wait and wait for service. What usually happens if the wait is too long? You get annoyed and leave. The result? A negative customer experience and the bar has lost one or more sales.
The same principle is at work in any business where renewal sales are possible.
Keeping track of renewable contracts is a problem many businesses face. Adopting a manual process leads to leakage of revenue and profit. Costs are increased by time being spent by employees who have to keep track of possible renewals. This work involves spreadsheets, copying customer details and checking dates. For employees delegated with this task, it is time-consuming and utterly boring.
Salesforce can close the loop between Opportunities, Quotes and Contracts with the CPQ package. Renewal opportunities and quotes can be created automatically based on the end dates of contracts.
It’s a win-win-win result!
No, not really. Salesforce just has new AI (Artificial Intelligence) features in terms of Einstein. In the Spring ‘17 release, the new features will most likely be available for all users. Einstein adds intelligence automatically to every Salesforce organization. The system, for example, starts to make suggestions on how to move a deal forward, suggests answers for emails to close the deal, and analyzes images that are attached to cases, opportunities or which are to be posted in social media.
Behind all this, up in the cloud, a complex set of machine learning methods and classifiers are in place. But how does everything work? Let’s have a look and take a deep dive in to basic machine learning algorithms in the bigger picture.
Usually, every machine learning system has some kind of classifier, which makes the prediction. This output can be used inside the system to make a decision, for example – whether to suggest something to a user or not, or to decide if the image presents a man or a woman. In the easiest situation, we have only two classes and the system makes a prediction between those class labels (false/true or 0/1). The class that gets the higher probability is selected. These kinds of systems can be called pattern recognition systems, which are used especially in image processing. However, the pattern recognition can be used in almost any data analysis, because even images are just digital data. The basic structure of such a system is shown below.
As an input, we have a data set. In the recognition phase it is possible to convert physical input in to signal data, for example – analogic images or voice. Segmentation separates region(s) of interest from the rest of the data. There are many ways to achieve this, for example – using HOG (Histogram of Oriented Gradients), Haar-wavelets or LBP (Local Binary Pattern). Features of objects are measured and examined in feature extraction phase. Usually the segmentation, feature extraction and classification phases are somehow combined. We are interested in features which are relevant in terms of classification. Objects which have the same class label should have the same kind of features and correspondingly, objects with different class labels should have different kinds of features. Usually, it’s impossible to implement a classifier which is 100% accurate. The class distributions are usually partly on top of each other, which makes it impossible to achieve full accuracy. In classification section the decision is made about the class label and post processing can filter the data, for example – if we have some information about the context or error rates.
Machine learning can be divided in two sections: supervised learning and unsupervised learning. In supervised learning, we already know the class labels for test data and we use this data to train the classifier. Then we have another data set, which is used for testing and we can see the results. In our previous example, supervised learning is used as in most of the typical machine learning systems. Methods to implement these kinds of systems are Regression, Decision Tree and Native-Bayes.
Unsupervised learning means that we don’t know the class labels of samples or we don’t even know the amount of data. The system takes all the data as an input, starts processing it and finds certain similarities independently. These kinds of systems use more sophisticated Deep Learning methods, for example – K-means clustering or sequence analysis.
In recent years, Salesforce has made acquisitions and AI companies like MetaMind and PredictionIO are now part of it. It will be interesting to see how the new features work in everyday life as the system starts to make predictions and recommendations and proactively affects the work that we do. Maybe one day this will lead the path from insight to wisdom.
Like Einstein himself once said: “A clever person solves a problem, a wise person avoids it”.
We had some idle time at the office last week (after one more hard working day) so we sat down with Matthew Fitzsimons, our senior Salesforce tech guru, the true master of ceremony of BiiT Dream Team and a dance teacher. Here is what we were talking about over a cup of good ol’ Indian tea.
I came to Finland after meeting a Finnish woman in Ireland. My background was originally in hotel & catering management whilst in Ireland; and then after moving to Finland, I went back to college for IT.
I wanted to move from a large international company to a company where I could grow using my training and capabilities acquired from my global work history. In BiiT I am currently working as a Senior Technical Architect with my main expertise as an integration man.
I have learned the vast capabilities and power of Salesforce.
I see the CRM industry becoming more aware of its need to integrate with other 3rd party systems for business flows, data sync and portal usage.
More centered on agreed, modular standardisation of how the visualforce is used; as well as more custom shared code for seamless development and out of box solutions.
So I started when I was 4 years old and competed in competitions in Ireland until age 20; I started doing group events and ordered shows abroad when I was 15 years old. When I came to Finland and went back to college, I started teaching in Helsingin Tanssiopisto,and then also in other parts of Finland. I also arranged shows with the students where they had a chance to perform for the public. I will soon be teaching again for school age kids, as my children and their friends have an interest in it.
The main goal when investing in the new system is to improve marketing activities, allow marketing to make all the activities within one system and give better tools to monitor the ROI. Most of the Marketing Automation Systems available can do those things but some of the are meant for B2B and some are better suitable for B2C businesses. Also the functions available vary a lot and that usually goes hand in hand with the total price of the system license.
We recommend Pardot B2B Marketing Automation System if the following topics are relevant in your company:
● To publish, monitor and improve our newsletters
● To nurture our leads with automated email campaigns
● To create landing pages and forms (Events: marketing and registering)
● To generate and score leads to be moved forward for sales team
● To publish and to monitor our social media channels
● To report marketing activities (leads, ROI’s, campaigns)
● To monitor our web page visitors and prospect activities
● To automatically communicate with our existing customers (triggered emails etc.)
Pardot helps us to work more convenient and pleasant way here in our marketing team and with Pardot we can provide more qualified leads to our sales team. We can say that with Pardot we are generating more sales than ever. We can now better align our sales and marketing teams using Pardot’s blended lead scoring and grading model. Based on criteria we set, score and grade leads so that only the highest-quality leads get passed from marketing to sales. We constantly use Pardot’s lead assignment functionality to automatically assign leads to a sales rep once they reach a threshold score.