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Over the last decade, the energy industry has witnessed a transformation in the utility-customer relationship. To flourish in a new energy economy, utilities are coming out with robust, innovative customer offerings and more comprehensive customer experiences. There has been a steady convergence of digital innovation and customer experience transformation spearheaded by other verticals. We find ourselves at a key moment when technology is able to fully support today’s customer-centric business models. Now presents the perfect opportunity to create an technology stack for utilities that can evolve with both customer experience and business goals. Diversification, distribution, and digitalization The distributed grid necessitates the need for distributed digital intelligence. Around the world, energy systems are undergoing transitions that are transforming how we drive our businesses fuel our cars and keep our homes warm. Today’s transmission and distribution systems and no longer centralized. They now must support a complex, distributed network of generation and transmission. Having said that, consumers, both residential as well as business, expect best in class experiences and want providers to earn their business. Customers have more power than ever and it is imperative for utility companies to evolve into a customer centric, digital first model. Customers: the utility’s most valuable asset Utilities have a chance to service growing customer demand by using agile digital technology and customer-experience centric design. The objective is to sustain trusted customer relationships and boost lifetime value of a customer. But what does that entail? Here are some developments that have transformed the overall landscape and augmented the pace of change. Clean energy, Smart devices, and utility marketplaces offer more choice to customers. The shift to a renewable, sustainable, and distributed energy model is gaining momentum globally as the cost of solar, wind and battery storage becomes more and more viable than fossil fuel based generation. While demand for electricity continues to grow, the choices available to customers is expanding for cleaner, localised, and non-utility-owned sources of energy. Customer demand is also increasing for renewable energy options, rates that better fit their consumption patterns, or incentives for conservation or demand-management behaviours that keep the grid reliable, safe, and green. Utilities need to offer multidimensional offerings to address the needs of a dynamic and fragmented market. Digital engagement is the new way for customer communications. And customer expectations are increasing, and they have more choices than ever in both regulated as well as free markets. Unlike the traditional vanilla model, customers today wish to engage with providers for several reasons other than to report an outage, resolve billing issues, or augment service. Utility customers are becoming smarter which leads to more complexity, choice, or market fluctuation. They expect utilities to know them personally because of the data being collected about them. Consumers want all their touchpoints to connect to deliver a seamless journey — from text alerts and call centers to chatbots and service calls. It’s a very different landscape compared to just a few years ago. Utility companies now need to have the systems and processes in place to sustain and grow. Significant challenges also translate to greater opportunities for better performance and growth for utilities that are more agile and responsive to rising customer expectations. Choosing the right platform To propel the innovative, creative re-imagining of the customer experience, the utility needs the right platform and a digital transformation strategy in place. At Salesforce Industries, we have seen utilities take many tactics that boil down to a few general approaches. Some are more successful than others at achieving business objectives, but only one is truly future-proof and flexible. There is no doubt that technology innovation has become superior, faster, and cheaper to deploy, delivering customised solutions that drive customers delight and business growth. Approach 1 Customize, upgrade, or replace the utility (CIS) Utilities on customer systems or older, highly customized solutions are faced with replacing their customer information system (CIS ) as a first step in the move to the cloud. These initiatives are expensive, risky, and long, but necessary. While CIS upgrades are a requirement for cloud transformation, they are not sufficient to put you in a better position for agility and innovation. They are merely better repositories, but they do not position the utility to exceed customer expectations. Billing systems are not the most foundational first step in digital transformation. Improving customer billing is certainly a good start to improving customer experience, but if you are getting bills out the door, now is not the time to replace your billing system as part of a customer experience transformation project. Approach 2 Bolt-on custom-built extensions Some utilities choose to bolt-on more functionality to key customer gateways like contact center portals, commercial and industrial (C&I) account management portals, customer web portals, or mobile apps. These are often costly to maintain, and with scarce IT resources, utilities cannot keep pace with innovation. If a utility chooses this option, it would be hard to be successful unless they have a systems integrator advise on their data models and help them develop extensions that will allow them full access to — and value from — that customer data for future innovation. Approach 3 Use small-point solutions (like chat or social) to solve problems Like call center upgrades or billing systems upgrades, the use of small-point solutions like chatbots seem like a good entry point for both digital evolution and customer experience improvement. This can be a good strategy for some quick wins but often leaves the utility with siloed information and sometimes costly integration. Approach 4 Adopt a CRM or customer engagement solution Some CIS vendors are working on upgrading their platforms to offer cloud computing and customer relationship management (CRM) solutions. A common way that CIS vendors choose to accelerate this is to reuse code developed for other clients. Beware of the tendency to overlook your business goals to meet their time frame. System integrators do a great job of connecting systems, and they do a good job of configuring them and coding where necessary, but most of these systems are not best-of breed cloud solutions — and do not bring with them the needed industry innovation. There is a thoughtful, alternate approach to the twin challenge of customer innovation and digital transformation. It is possible to both enable your utility to deliver value to customers and business units while lowering risk and also laying a future-proof foundation for agility, transformation, disruption, and innovation. This approach means transforming your employee and customer experience without the risks that come with custom solutions or major changes to legacy customer systems. This approach also requires a best-in-class, true cloud platform and an industry-specific product grounded in customer-centric innovation. Approach 5 Buy a generic CRM platform A generic cloud CRM solution gets closer to the twin goals of customer experience and digital transformation but will still be costly to implement and integrate to the CIS and other systems because it is not industry-specific. It doesn’t know anything about a premise or a service agreement, let alone a complex multi-step transfer of service process. While each of these approaches can solve for some immediate hurdles, a more flexible and future-ready approach is to start with proven best practices for cloud-based CRM and make that the standard by which you measure the gaps or limitations in your existing CIS. Best solution — a customer-first approach with your utility business in mind A cloud platform for customer-centric innovation Why Cloud? Cloud has always promised security, scalability, performance, and availability. Why Platform? A platform is an aggregation of technologies that are used as a foundation upon which other apps, processes, or tools are built. It is the connective tissue that utilities need to manage the diversity of their legacy systems, third-party systems, and new digital capabilities. A cloud platform allows utilities to configure, code, build tools, and accelerate innovation. In addition, the platform should be easy enough and robust enough to sustain an ecosystem of partners — the majority of whom are running their businesses on Salesforce. An industry-specific product Why Industry-specific? The risks are too high to embark on turning a horizontal system alone into a utility CRM/CX. The Utility IT team will end up having to develop a lot of custom code, which will mean costly support and testing. In our experience, it’s wiser to start with a foundation in the industry and configure from there. Why product, as opposed to a custom accelerator? With the other risk factors that utilities face, there is no reason to go with a custom accelerator or one-off code, which do not offer continued industry innovation, nor a long-term product roadmap. System integrators would agree that a dedicated product solution is the smartest. The Salesforce Energy & Utilities Cloud Modern, personalized digital customer engagement requires a new approach with fresh thinking and leading cloud innovation partners. Salesforce Energy & Utilities Cloud is a complete CTM and customer experience platform uniquely built for energy and utility companies. Salesforce helps utility service providers transform to digital engagement faster while mitigating risk through delivered industry capabilities, including pre-configured industry processes and productized integration procedures with leading utility CIS platforms. Build: Establish a purpose-built cloud platform Agility in business starts with a robust cloud platform that sustains scalability and flexibility. But, agility for utilities requires a cloud platform that’s built specifically with energy and water utility business models in mind. Industry-specific cloud software now aims to create an enterprise platform that consolidates and/ or replaces such point solutions and operates the entire front, middle, and back offices. For example, Salesforce chose to extend the world’s #1 CRM cloud platform into a full energy and utilities stack. Salesforce’s industry solution eliminates the need for custom development to support business processes unique to the energy and utilities industry. And, building on Salesforce supports guaranteed uptime, security, and an established cloud platform. But no matter which vendor you choose, take time to consider technological solutions that lay the groundwork for current and future needs. Questions to Ask Yourself for Platform Selection Organizational Agility Can you quickly adapt to changing market conditions, regulations, and competitors? Speed to Market Can you easily configure customer offerings and promptly launch them in the market? Software Interoperability Can you easily integrate applications – internal or external, and future acquisitions? Lower Operating Cost Can you minimize the software, hardware, and human resources needed to manage business processes? Frictionless Experiences Can you improve and create consistent experiences for members, providers, producers, employees, and partners? Business Transparency Do your analytics help you to understand business performance and compliance? Girikon is a Gold Certified Salesforce Implementation Partner and delivers industry-specific, digital, omnichannel solutions for customer-centric industries. We enable companies to achieve business agility and greater productivity. Contact us today to know more.

Most healthcare organizations today still depend on electronic health records (EHR) to manage clinical data. And when the pandemic struck, forcing them to deliver care in new ways, EHR systems revealed their limitations. Care providers needed a more effective way to integrate their clinical and non-clinical information to assess their patients’ needs and preferences. Without this understanding, care providers risk losing patients whose expectations have risen dramatically in the pandemic scenario.   The fat is, if care providers rely only on EHR, its very likely they will deliver a disconnected and in-effective patient experience. And the reason is, they don’t have a single source of truth for all patient data – clinical as well as non-clinical, which makes it a daunting task to provide access to care from anywhere and often keeps patients waiting for vital information. In other words, patients are compelled to manage their own healthcare. How can care providers turn this around? It begins with cloud-based healthcare. Let’s understand what that means and how it can benefit both providers and patients. What is cloud-based healthcare? A cloud-based healthcare solution solves many common challenges and allows providers to focus on what matters most: the patient. With a cloud-based solution, you can store your data with best-in-class securely and access it from anywhere. Cloud solutions work on a global network of secure data canters, so you don’t have to worry about procuring servers and managing them in-house. A cloud software or application can easily connect to an EHR or any other system through APIs, allowing healthcare organizations to centralize data. With the cloud, healthcare organizations can connect, store, and maintain a patient’s health information such as blood test results, scan diagnosis and contact preferences. All information on the patient is accessed securely using a single console across the organization. EHRs are not replaced; they are seamlessly integrated with the cloud system. Once you integrate the cloud system with your HER or other systems of records, you can extend further with app libraries like AppExchange. App libraries provide tailored solutions to help solve varied healthcare business needs such as verification of patient medical insurance. An API can fetch data from a any system and collate all the information in one place. Behind the curtain, the cloud system provider maintains the software and upgrades it on a periodic basis. This frees up healthcare IT professionals to customize the platform to meet the unique needs of their business. How can a cloud based system enhance the work of healthcare organizations? Providers create data silos from multiple sources of information. The time spent in searching multiple systems coupled with the lost opportunity to get insights from that data frustrates both healthcare staff and patients. Here’s how cloud-based healthcare does the hard work for everyone: Streamline operations Care staff can access the data they need from a single app, instead of having to switch between systems, and they can view all information at an aggregate level. This allows them to quickly answer patient questions, manage patient preferences, and turn insight into action. Organizations can also automate time-consuming tasks. Think of a patient who needs to schedule a knee surgery. Instead of the appointment desk having to manually go through their calendar to find an available slot, the cloud can automatically suggest available appointment times through the channel of their choice. The cloud system can also deliver a series of messages or emails with important information such as pre-visit instructions to post-visit health tips. Personalize patient care With a single source of truth for all patient data – clinical and non-clinical, care manages can get a complete view of a patient’s health. They can easily view the treatment history, social contributing factors of health, history of tests and procedures, and details of the extended care team. They can also access any queries the patient may have submitted through any channel or device. At the same time, in-built intelligence in the cloud system can analyze data to help providers identify at risk patients, ensuring those most in need are not overlooked. This frees up care staff and doctors to focus on interacting with the patient instead wasting time in record-keeping and scanning historical patient information. Engage anywhere The cloud empowers clinicians and other care staff to access patient information from anywhere on any device. For example, a physician who is at another facility, away at a conference or at home, can still access patient information from a single console. Or, when patients need to see a physician but because of time constraints, distance, weather conditions, or lack of transportation make it difficult, they can go for a virtual appointment instead. Care providers are more accessible to patients with multiple option available, and care providers have more access to their patients. This connectivity reduces time to deliver care and improves patient outcomes. Reduce mistakes and inaccuracies Although digital options are available to streamline the care process, many patients with complex conditions prefer to keep their healthcare records in physical binders. Patients often request their providers to send records to each other via fax. Not only is this time-consuming and produces illegible, incomplete forms, but it’s far from being accurate. That’s because the fax machine is most often unattended. And adding to that, when patient information is uploaded from faxed forms, there is a significant room for error such as a misspelled name or uploading an outdated prescription list. With a cloud system, patient cases can be quickly reviewed and processed, by unifying the document management process and automatically routing the patient case to the right queue. Cost A cloud based healthcare system can hold a humongous amount of data and information at a very minimal cost. Cloud computing works on the pay-as-you-go model, which means you only have to pay only for those services which you are availing and only for as long as you use it. Cloud computing is a paradigm shift in the IT budgets from Capex to Opex, and reduces your in-house infrastructural costs and associated operational costs to a bare minimum. In fact, cloud based healthcare systems make it possible even for smaller hospitals and care facilities with smaller budgets to adopt the technology. Scalability and Flexibility Healthcare providers operate in a dynamic environment. Cloud facilitates technologies that are used in healthcare like patient portals, IoT, mobile apps, tele healthcare, data analytics. It provides hassle-free scalability and flexibility, which in turn powers the decision-making process. In traditional systems, along with 24*7 availability, healthcare providers also need to scale the data storage and network needs as per the service demands. Cloud technology can increase or decrease these storage requirements on an as-you-need basis. Moving to the cloud not only reduces risks but also improves data handling, minimizes downtimes, prevents information leaks, and augments security practices. Speed Speed is a critical criterion when you have to take a decision about selecting any technology. The beauty of a cloud-based system is that they can update and upgrade their features at a regular and consistent pace with minimal intervention, and you get real-time updates on all relevant information. One of the major benefits of cloud computing in healthcare is unmatched speed and faster access to information, which can overcome the stumbling blocks which the clinicians and patients have to deal with on many occasions. How do you get started with cloud healthcare? The good news is you don’t need to take down your existing systems to make room for a cloud solution. In fact, the cloud software allows all systems to work together seamlessly. You can fetch data from EHRs as and when needed and present it with other information, such as communication preferences, for a 360-degree view of the patient. With a cloud based healthcare system you can: Turn information into action Personalize every interaction Respond to patient needs quickly Engage, collaborate, and innovate from anywhere Contact a Salesforce Consultant to know more about how the World’s No. Cloud platform can help deliver success for your healthcare business. Want to know more about Cloud based Healthcare? CONTACT AN EXPERT

With Health Cloud from Salesforce, care-providing organizations can build stronger patient relationships, and deliver personalised engagement throughout a connected care journey. You can create personalised interaction journeys to augment awareness and reach new patients across channels. Service agents can review cases and tasks with pre-built workflows, while viewing all relevant patient data from multiple systems on a single screen to quickly connect patients to the right care, faster. Care managers can see their assigned patients and prioritise tasks, and review contextual information on each patient by connecting data from multiple sources. With integrated AI you can discover intelligent actionable insights, and create personalised care plans with measurable goals, to drive engagement and review the health timeline to get a complete view of the patient history.  Health Cloud also allows you to integrate data from wearable devices, so you can access relevant patient data for taking smart care decisions,  and collaborate with the care team seamlessly. You can guide patients to better health outcomes, by delivering smart, personalised engagements, so they can get helpful reminders and complete their assigned tasks with access to resources and their care network from any device for improved adherence. Step 1: Create Personalized Experiences Patients want safe access to accurate health information in real-time. Because of the pandemic, consumers expect proactive communication on their preferred channel as well as programs tailored for them from their care provider over the course of treatment. Without a single view across all interaction touchpoints, providers are unable to engage consumers consistently across their health journey, leading to dissatisfaction and disengagement. This can directly impact trust and retention and have a negative impact on health and business outcomes. To improve engagement and build trust, providers must create customised communications based on patient information, health status, and personal preferences. Enhance Acquisition and Retention The journey starts with attracting the right prospective healthcare consumer. With so many choices available to patients, healthcare organizations need to be smarter about how they attract and retain them. Access rich audience insights: Use data from multiple sources such as  third-party data, email, SMS, and website visits to securely and efficiently reach out to your target audience  Enhance acquisition with similarity grouping: Identify individuals with similar attributes to improve patient loyalty and satisfaction, and reengage inactive ones  Optimize physician relationships: Build and launch professional email campaigns, track engagement, and follow up with speed from a single platform Personalize Every Engagement The next step is to personalize the experience. Using contextual messaging and multi-channel communication, providers and payers can consistently reach out to consumers on any device at the right time. Here’s how you can personalize interactions with consumers across the entire health journey: Create tailored journeys: Manage the entire journey — acquisition, enrolment, onboarding, care appointments, and ongoing wellness tips — with an experience built around health needs and preferences. Power omni-channel conversations: Engage consumers at the right time on any device and channel — email, mobile, advertising, and web — with personalized, relevant content that motivates healthy behaviour. Maintain engagement with consistent and continuous content.  Automate workflows: Use pre-built workflows and templates to enhance employee productivity and create tailored care journeys at scale. Step 2: Enable Consumers and Build Trust Many healthcare consumers have to endure disconnected experiences with their care providers and payers. They don’t want to navigate through difficult experiences like providing personal information again and again or get handed off to different departments for simple questions. Healthcare providers have to earn the right to engage with consumers. And this takes consistent, thoughtful interactions that deliver promises, everytime. In this COVID era, consumer trust will be a competitive advantage. Healthcare organizations that engage consumers in meaningful ways will jump ahead of their competitors. A 360-degree view of each healthcare consumer is the foundation that providers need to build that trust. Consistent experiences are the first step to building trust. First, you need to connect all data systems (such as, EHR, population health, claims, wearable device data) to unlock a 360-degree view with Health Cloud. Application programming interfaces (APIs) connect systems and pull in data to create a single source of truth for all interactions. Here’s how it works: Access data in real-time: View complete consumer data, including appointment behavior, communication preferences, care team members, timelines, and interactions. Collaborate in real-time: Work across devices to deliver better experiences and outcomes. Seamlessly coordinate relationships across each patient’s care plan and team. Deliver easier, faster, and more accurate communication between teams and healthcare consumers.  Make intelligent care decisions: Empower your teams with smarter care management tools so they stay focused on patients and prioritise tasks.  Prevent care gaps: Leverage patient data to facilitate case collaboration, track wellness, and recommend solutions with automated alerts and notifications.  Scale wellness and disease management: Build personalized care plans, automate assessments to collect key information, and manage care progress based on accessible, reliable, and real-time data. Leverage Analytics Insights Health Cloud comes with Salesforce’s built-in artificial intelligence (AI) that improve patient and member touchpoints. After consolidating data, providers can access real-time data on populations, segment by age group or identify conditions to deliver personalized messaging. Get next best actions: Use past behaviours to drive recommendations for the best future course of action. Improve outreach: Identify the likelihood for a patient to miss a care task or health milestone and take proactive action to augment goal achievement. Optimize referrals: Prioritize referral sources based on historical data, get predictions on the most lucrative and best referral sources, and identify the best path forward.  Connect devices and wearables: Connect medical and wearable device data for real-time visibility into health information. Plan intervention strategies based on this data. Enhance support services: Publish FAQs and knowledge articles to augment the self-service experience. Empower Self-Service Give healthcare consumers the tools they need to take charge of their health journey. With Health Cloud you can create self-service portals with a repository of knowledge articles, assessments, and claims activity, and enables consumers to chat with a live agent. Deliver awesome digital experiences: Offer training, knowledge articles, events, claims activity, and a gamified experience to encourage task completion and progress tracking.  Provide access to health information: Make it easy for consumers to view and manage their information and receive customer support with secure messaging and case creation.  Create a unified end-to-end experience:  Provide appointment reminders, health assessments, and resources to personalize engagements throughout the care journey. Empower healthcare consumers to play an active role in their health journey with self-service communities. Step 3: Integrate and Scale There is an urgent need for interoperability in healthcare in today’s pandemic reality. With an API-led approach, providers can connect disparate systems to improve operational efficiencies, increase revenue, reduce costs, and improve experiences while complying with regulatory constraints. Providers can efficiently improve the patient experience, and increase revenue while reducing costs, — freeing up resources to focus on delivering care everywhere. Integrate onto a Single Platform Whether it’s improving care coordination between inpatient and outpatient services for providers, or accelerating payment authorizations in real-time for payers, multiple data sources and applications can seamlessly work together to exchange information on a single platform. You can connect disparate systems to Health Cloud, integrating existing technology with APIs to unify provider, patient, and partner information. Here’s how: Use prebuilt integration capabilities: IT teams can use Health Cloud’s out-of-the-box connectors and templates to accelerate the development of integrations and APIs that unlock data from existing core systems Use APIs to accelerate innovation: IT teams can combine data and business logic to create “process APIs.” Enable compliance with new interoperability regulations: IT teams can meet new regulations for patient data-sharing by building the necessary FHIR (fast healthcare interoperability resources) R4 APIs, with the help of prebuilt templates. Launch new experiences: Use these APIs to quickly launch new web experiences across devices to accelerate delivery saving time and expense. Build Scalable and Connected Apps Healthcare providers need to keep pace with consumer needs and demands. Connected customer experiences deliver better business results, driving customer satisfaction. technologies empower IT teams to build and deploy high-quality, secure, compliant applications quickly and at scale. Ensure HIPAA compliance: Developers can easily design and deploy HIPAA-compliant apps using pre-existing tools that maintain control and privacy, all within a trusted network.  Manage sensitive data securely: Data used to build cloud apps remains private and secure via best-in-class encrypted connections.  Personalize experiences: Seamlessly sync data between Health Cloud and external environments to build apps that deliver personalized and connected experiences. Step 4: Evolve for What’s Next In today’s pandemic reality, care and coverage will continue to from rapidly expanding provider options and changing payment systems to improving access to care. These changes will prepare healthcare providers for the next big challenge they might encounter, whether another phase of the current pandemic or another kind of challenge. Managing health emergencies necessitates smart segmentation of patient and member populations. Providers and payers must be prepared to deliver targeted care, and to scale it up or down based on imminent need. To facilitate this, they need open channels of communication within and amongst organizations and with patients, members, and their caregivers. Create Groups for Targeted Care Patients with a contagious illness would need to enter into a contact tracing program. Patients with a chronic condition or with comorbidities may need ongoing assistance to stay healthy. No matter who your groups are, technology can help segment beneficiaries for various types of assistance or interventions. Trace contacts of patients with an infectious disease: A robust CRM platform like Health Cloud can organize information around the possible spread of infection and facilitate reaching out to those at risk.  Harness AI: Predictive analytics can reveal patients with certain risk factors or common conditions and then proactively deliver helpful information or encourage preventive care.  Deepen relationships: Personalized engagement with patients based on their real-time care needs re-enforces loyalty. This increases the likelihood of them returning for their next appointment or sign up again for a health insurance plan. Accelerate Care at Scale At the time when COVID-19 cases were rising exponentially, healthcare providers rapidly transformed existing systems for virus care and coverage. Once the numbers were in control, there was a spike in demand for several elective and non-emergency care and procedures. Whatever may be the cause of the next spike in healthcare needs, fast and efficient responses save lives. Plan emergency responses: Put into service a solution for effective an emergency response management to improve prioritization and response times.  Expand telehealth: Implement systems to quickly activate remote operations, whether it’s because of patients’ hesitation to come in or because you need to assign resources in another way to manage the crisis at hand without disrupting care for those with unrelated conditions.  Address delayed care needs: Enable consumers to get the surgeries or procedures they postpone. Streamline Communication The pandemic crisis has revealed how quickly guidance needs can change from one day to the next. From patient care to care worker protection to care coverage, keep everyone up to date on critical information as and when emergencies arise. Enable digital channels: Get key stakeholders of the process – healthcare staff and patients, the information they need at the right time on the channel of their preference. Enable digital channels to manage questions, address concerns, and seamlessly manage back-and-forth communication. Distribute updates: Build a learning platform to deliver information on safety and testing and ensure up-to-date staff certification via on-demand learning resources. Salesforce delivers Health 360 with Health Cloud. Work with your Salesforce Consultant to deliver connected, rich digital experiences — fast. Reimagine the customer experience, drive consumer engagement, and fast-track growth with data-driven, powerful UI experiences. Want to know more about enriching patient experience? CONTACT US

Lightning is not just a new way to experience Salesforce. It’s the next generation of Salesforce. It’s a framework that enables faster customization, comes with a plethora of readymade apps and components. Salesforce Lightning allows your teams to get things done more efficiently. So they have more time to make your customers happy. This allows sales reps more productive, giving then everything they need in one place. They can sell smarter with Einstein lead scoring and insights. Make a call, leave a pre-recorded voice mail. With every customer touchpoint right within lightning also logged. Managers can see how their business is progressing with Kanban. With Einstein powered search, they can filter results easily to find exactly what they need. And when you need something more, your teams can collaborate on the issue. Pages are structures with components with the lightning framework. Developers can use prebuilt blocks of code to quickly create new components, admin can drag and drop those components, re-using them on any page. They can even find hundreds of lightning ready apps and components on the app exchange, taking your business to the next level. Saving on development costs and making your employees happier. Lightning is the new face of Salesforce: A completely re-imagined next generation user experience and platform. Discover myLightning. Now anyone can customise apps for any need. Personalise and build apps with Lightning App Builder. Now you can develop apps and responsive web pages by simple drag and drop functionality with the help of a huge library of easily configurable components that allow you to do that. You can even make any experience your own personal one by adding custom themes and branding. With Process Builder and Lightning Flow drive business productivity With Lightning, you can easily transform complex processes into apps. Use Process Builder’s point-and-click interface based workflow and process tools to boost productivity for every aspect of your business with. Build custom digital experiences fast with Lightning. Expand your data, business processes and apps to external stakeholders. Integrate external data and content, and personalise the user experience. Launch faster with the help of ecosystem of pre-integrated themes and components. Build apps faster with Lightning Components. Lightning Components allows to quickly scale development. Components are reusable building blocks for apps based on standard web technologies that allow apps to load faster on any device. Highlights of the Lightning services built into the world’s most trusted app building platform. Trusted Cloud Infrastructure Salesforce is the world’s No. 1 enterprise cloud platform. As a result, every app that you develop with Lightning comes with enterprise grade standard of system security, user security, code security, trust, and transparency. Built-in Shared Services With the native metadata-driven architecture of Lightning, get a head start on building apps with APIs, integration architecture and connectivity services. Innovate for your unique business needs and scale fast. Data and Events Now you can reduce point-to-point integrations with Salesforce’s event-based messaging architecture that allows apps to communicate inside and outside of Salesforce. Work with data from any third party source to boost productivity and efficiency. CUSTOMISE SALESFORCE FOR YOUR BRAND With myLightning, you have the power to make Salesforce an expression of your business. With myLightning, you can customise and brand Salesforce as you want. Deliver an experience that truly reflects your business. Change colors, customise themes and set branding elements with just a few clicks, and deliver personalised content and pages to your users. BOOST PRODUCTIVITY Drive your entire sales process on the Lightning freeway. With Lightning, selling fast comes naturally. Sales teams can manage pipelines and projects effortlessly. They can focus on the next steps with Sales Path. With Lightning dialer, connect with your customers easily and quickly. DEVELOP APPS FASTER Develop amazing apps with fantastic ROI. Build and deploy apps for anything, fast, with simple re-suable code across components. Customise and deploy apps at the speed of lightning. WITH APPEXCHANGE DO MORE, FASTER Perfect your CRM. Customise with components and apps. Get access to over 500 apps and over 300 components to extend your Salesforce CRM for everyone. Install in minutes, not hours or days and customise with clicks, not code, suited to your unique business needs. WORK SMARTER WITH ARTIFICIAL INTELLIGENCE Meet Salesforce Einstein, your personal data scientist on the cloud. Get the power of AI on your side. Focus on the most promising leads first with Lead Scoring, discover the best sales moves with Opportunity Insights, and circumvent data entry with Activity Capture. Salesforce Lightning is an intelligent CRM application designed to help you sell smarter, faster, from anywhere. But that’s not all. 1. The latest innovation For 2 decades, Salesforce has been re-defining the cloud computing space. Salesforce would have come up with this innovation much earlier, had the technology to support it existed earlier. However, once you move to Lightning, as a business user you get each and every Lightning upgrade from Salesforce, three times a year. 2. New selling features Salesforce Lightning comes with more than 150 new features and well over 55 new Sales Cloud pages. Salesforce surveyed thousands of sales reps and professionals to come up with the tools they wanted the most. Each tool and feature is uniquely designed to make sales reps more productive and drive your business forward. 3. Lightning Voice The Lightning Voice feature is a game-changer for sales reps. Sales reps can now enable voice calls directly within Salesforce and connect with customers and prospects faster than ever. This means regardless of where you are while using Salesforce, and no matter what device you use, you can make and receive calls based on context, take notes and log these interactions at the same time. 4. Steelbrick Quote-to-Cash Steelbrick CPQ (Configure, Price, Quote) is completely built on Lightning and makes Salesforce the first lead to cash sales platform in the industry. With Steelbrick, reps can conveniently generate complicated quotes, manage discount approvals, generate custom branded proposals and agreements, and even collect signatures, from within the CRM. 5. Lightning for Outlook Salesforce and Microsoft have got together in a strategic partnership to being together the world’s #1 CRM and the world’s leading productivity suite. Users can access Lightning from your Outlook, without switching between programs. The cloud-based Lightning Sync also keeps your contacts and calendar up-to-date across Salesforce and your Office 365 accounts. 6. Lightning is mobile first The Salesforce1 Mobile App has been built on top of the Lightning Platform. Both innovations have been designed around reimagining the whole Lightning desktop experience. And to top it off, every customization that that you do on in your CRM, it is instantly accessible on any mobile device thorugh Salesforce1. 7. Lightning Builder With the Salesforce platform at your fingertips, you don’t need to be a seasoned developer to build apps. With Lightning Builder anyone can easily build mobile and desktop apps, and customize pages in Lightning Experience using drag and drop functionality of Lightning components. Three types of components have been made available in Lightning Builder: Pre-built components from Salesforce, components from Lightning Exchange developed by partners, and custom components. 8. AppExchange Apps There are over 150 third-party apps available on the AppExchange that are Lightning ready, all vetted and designed for easy integration within Salesforce. Lightning ready apps deliver the most consistent user experience as your organization switches to Lightning. 9. Lightning Snap-Ins Snap-Ins is the latest feature of Service Cloud Lightning. Developed with Lightning Components, Snap-Ins allow businesses to easily and quickly integrate customer support directly into their app platform. This allows you to reach out to customers more effectively, right where they are. 10. Lightning Customer Community The Lightning Customer Community is power packed with a multitude of features, empowering companies to smartly engage with their customers. The all-new user experience offers a brand new level of personalization, along with engagement opportunities that empower your company to deliver unparalleled customer experience. Our singular mission at Girikon(Salesforce Lightning Company) is to help our customers become successful. We believe that if we engage deeply with our customers and foster unique relationships with them, it will drive great success and growth. Are you ready to completely transform how you do business using the Salesforce platform? Get in touch with an expert today! Get in touch Contact us for more details on how we can deliver experiences like never before for your clients. CONTACT AN EXPERT