Drive Smarter Customer Interactions with Amazon Web Services and Salesforce

EGUIDE: Drive Smarter Customer Interactions with Amazon Web Services and Salesforce

© 2017, Amazon Web Services, Inc. or its affiliates. All rights reserved. IT teams around the world are leading their organizations through digital transformation in an effort to improve customer-facing technology, introduce new capabilities, and retire antiquated system. For many, this transformation is not straightforward and legacy systems introduce challenges to fulfilling their goals.

Contents

Challenges Introduced by Legacy Systems ...... 3 The Amazon Web Services and Salesforce Solution ...... 4 Global Expansion ...... 4 Service Integrations ...... 5 Learn More ...... 6

In the following pages, we’ll explore how AWS and Salesforce help guide organizations through transformation, first by detailing common challenges and then by exploring various solutions.

EGUIDE: DRIVE SMARTER CUSTOMER INTERACTIONS WITH AMAZON WEB SERVICES & SALESFORCE 2 Challenges Introduced by Legacy Systems

Inability to Act on Customer Data Businesses are interacting with their audience in increasingly new ways, thus expanding on their customer knowledge each day. Unfortunately, data management has not kept up with this pace, preventing significant amounts of customer data from becoming actionable. As such, it’s no surprise that over the next 12-18 months, 61% of IT leaders say it is a high priority to provide a single view of the customer¹. Executing this vision isn’t plausible for many, however. That’s because, it’s common for customer data to be highly “...61% of IT distributed and siloed amongst multiple legacy systems, making it difficult to gain visibility and control.

Difficulty Modernizing Legacy Systems leaders say it is The legacy, siloed state of data extrapolates another issue: the rise of intuitive and engaging mobile and desktop applications leaves end-users expecting more from business systems and customer-facing a high priority to applications. They expect speed, fluidness, and an intuitive experience. Delivering on these hopes however, challenges many because the disconnected nature of legacy systems makes modernization provide a ‘single difficult. Conversely, building modern solutions from the ground up expends significant time and budget, and introduces new risk to your existing operations. view’ of the What businesses need is a way to bridge existing siloes, so that they can build a complete picture of their customer and permeate it throughout their organization to drive smarter engagements. They also need customer. to give customers and internal users modern application experiences without the overhead traditionally associated with this transition. ”

- State of IT Report, Salesforce Research¹

EGUIDE: DRIVE SMARTER CUSTOMER INTERACTIONS WITH AMAZON WEB SERVICES & SALESFORCE 3 The Amazon Web Services and Salesforce Solution Amazon Web Services (AWS) and Salesforce have collaborated to help businesses more easily modernize their enterprise applications and drive new value from customer interactions. The collaboration has led to a series of unified solutions that drive digital transformation through: customer service, the Internet of Things (IoT), application development, business intelligence (BI) and analytics, and Alexa Skills.

These solutions put robust functionality in your enterprise applications so that you can expand how your business users capture, analyze, and act on customer data, with a simplified approach. AWS provides scale and agility that allows your business to rapidly expand resources as needed. Salesforce applications enable you to leverage aggregated data to build a more complete customer profile in an effort to interact with your audience in personalized and engaging ways.

By providing complete solutions, AWS and Salesforce make it seamless to transform your operations and adopt modern enterprise applications. Since they run entirely on the cloud, you do not have to invest in additional hardware or worry about continual maintenance. Additionally, connecting disparate systems is as easy as a few clicks, freeing IT resources to focus on more critical tasks. Global Expansion The AWS global footprint helps customers of all sizes architect a fault tolerant, low-latency cloud environment with Regions (separate geographic areas) and Availability Zones (“AZs” - one or more discrete data centers located within a Region, each with redundant power, networking and connectivity, housed in separate facilities).

As part of the relationship between Salesforce and AWS, Salesforce has opted to run its core Customer Relationship Management (CRM) applications on AWS to serve more customers around the world. Specifically, customers in Canada and Australia now have the ability to run Salesforce solutions that are more highly available, fault tolerant, and scalable than applications housed in a single on-premises data center. Additionally, this gives customers in Canada and Australia, a local options to store sensitive Salesforce data.

EGUIDE: DRIVE SMARTER CUSTOMER INTERACTIONS WITH AMAZON WEB SERVICES & SALESFORCE 4 Service Integrations

Amazon Connect & Salesforce Service Cloud AWS & Salesforce Heroku Amazon Connect and Salesforce Service Cloud combine Salesforce Heroku and AWS deliver an end-to-end proven contact center technology with the world’s #1 CRM, development solution for building enterprise-class applications making it seamless for you to deliver world-class customer at a disruptive startup pace. By providing managed services, service. This solution is entirely cloud-based, so you can you can significantly reduce infrastructure management, freeing assist customers around the world and rapidly scale, developers to focus on building engaging applications. Sync without experiencing the overhead traditionally induced by your applications and data sources directly with Salesforce managing contact centers. Fluid integration with Salesforce to give your developers access to 360° customer profiles, Service Cloud give agents the intelligent tools to deliver allowing them to build more personalized and engaging efficient service with a personalized touch. applications.

AWS IoT & Salesforce IoT Amazon Redshift & Salesforce Einstein Analytics Securely connect your network of devices to your CRM Make every customer interaction smarter by giving your to contextualize IoT data and automate actions in your sales, marketing, and customer service teams advanced Salesforce applications. This solution allows business users analytics applications directly in their Salesforce applications. to orchestrate IoT logic, using clicks and not code, making This solution combines analytics applications with a fast and it easier to experiment with new models. AWS IoT allows scalable data warehouse, helping you accommodate the rapid you to scale to billions of devices and trillions of messages, growth of customer data and bridge your existing siloes. A fluid solving for a multitude of use cases across all industries. integration eliminates the need for IT expend resources building and managing a custom connection between the applications Learn more: AWS IoT | Salesforce IoT | eBook | and data warehouse. Solution Brief | Blog | Webinar Learn more: Amazon Redshift | Salesforce Einstein Analytics | Alexa Toolkit & Salesforce Platform Solution Brief Give developers the ability to easily build Alexa Skills through Trailhead. Use the latest technology in speech recognition and natural language understanding to come up with new and intuitive ways to interact with Salesforce using the Alexa Toolkit.

Learn more: Trailhead | Alexa Development Basics Module | Build an Alexa Skill project

EGUIDE: DRIVE SMARTER CUSTOMER INTERACTIONS WITH AMAZON WEB SERVICES & SALESFORCE 5 Learn More

Learn more about the AWS and Salesforce service integrations by visiting: Salesforce.com/aws aws.amazon.com/featured-partners/Salesforce

About AWS About Salesforce

For 10 years, Amazon Web Services has been the world’s most Salesforce is the world’s #1 CRM company. Our industry-leading comprehensive and broadly adopted cloud platform. AWS Customer Success Platform has become the world’s leading offers more than 90 fully featured services for compute, storage, enterprise cloud ecosystem. Industries and companies of all sizes databases, analytics, mobile, IoT and enterprise applications from can connect to their customers in a whole new way using the 44 AZs across 16 geographic regions in the U.S., Australia, Brazil, latest innovations in cloud, social, mobile, IoT and data science Canada, China, Germany, India, Ireland, Japan, Korea, Singapore, technologies with the Customer Success Platform. and the UK. www.salesforce.com AWS services are trusted by millions of active customers around the world monthly -- including the fastest growing startups, largest enterprises, and leading government agencies -- to power their data, make them more agile, and lower costs. https://aws.amazon.com.