In the world of business, cutting-edge innovation and state-of-the-art technology are already guaranteed to impress any potential client. However, establishing a friendly relationship and gaining the customer’s trust every step of the way is more valuable — and that’s what ensures a successful customer journey.
Zeke Cabrajal, our Business Analyst, shared this key learning with us from his Salesforce Basecamp adventure. Basecamp Singapore is a much-awaited Salesforce event filled with inspiration, fun, and learning as trailblazing innovators talk about how they’re transforming their business with Salesforce. Zeke was one of the promising individuals chosen to attend the event, so let’s see how he became part of it.
THE AFDIGITAL JOURNEY
Zeke’s journey in AFDigital started when he got his first job as a Reports Analyst under the Managed Services team. However, because our trailblazer loves exploring new things, he received training just 6 months later and got certified both as Salesforce Admin and Social Specialist. He then decided to transfer into the Salesforce Delivery team as a Business Analyst, where he worked full-time on Salesforce-related tasks.
As a Business Analyst, he is involved in the functional configuration of Salesforce products, finding innovative ways to use the platform for each of his clients, and implementing of out-of-the-box functionalities. Aside from that, he is also in charge of requirements and solutions documentation and conducting end-user training for clients. His daily work jumps between CRM- and Marketing Cloud-related tasks. Although Zeke has wandered far from his Communication Arts degree, he has undoubtedly excelled in his current post in the Salesforce Delivery team.
Zeke’s Basecamp Singapore Adventure
Because Zeke already has experience in flying out for business-related matters, he was chosen as one of the three to fly to Marina Bay Sands for Basecamp Singapore. Together with Kevin, AFDigital’s Salesforce Developer, he thoroughly planned out which sessions in the conference would be useful to their line of work.
Upon arriving at Marina Bay Sands for the event, Zeke was surprised to see how Singapore Basecamp was just as interesting and informational as Dreamforce, the biggest Salesforce annual event. Almost all Salesforce platforms such as Heroku, MuleSoft, and even new technologies were being showcased. The AFDigital bunch even met some of their clients such as Fonterra and Meralco.
Zeke was particularly inspired by the session with Meralco’s Tony Valdez, where he talked about how his company changed with Salesforce. Back in the day, customers would need to go to their Meralco branch in order to pay. Then Bayad Centers came in, and now customers can pay in any branch and pay in different ways as well. The Meralco app was also developed, which allowed customers to know how much a certain appliance would cost. Our trailblazer loved that, because he was every bit part of the brand’s digital transformation and was able to see the before and the after.
Hearing about the brand’s successful digital transformation journey made him truly see how important his job as a Business Analyst is — that it’s not just about transforming his client’s business processes, but also the consumers’ lives.
But Zeke emphasises that his biggest takeaway from Basecamp Singapore has nothing to do with tech. To him, the sessions conference has reiterated one of the most, if not the most, important value given to businesses by customers according to Salesforce: TRUST. Trust is what ensures a successful journey from early design up to the production stage. Hearing stakeholders from big names such as AXA, Meralco, and Fonterra talk about how Salesforce helps them solve their business needs, inspired our Business Analyst to build trust with his clients through careful communication and meaningful interaction.
This only proves why Salesforce is the #1 CRM platform: they have always been customer-centric. AFDigital has embraced this value in building smarter customer journeys and this is what Zeke also strives to be.
Coming back from Basecamp Singapore, Zeke is excited at the thought of what the future holds for Salesforce and AFDigital. What was time and time again mentioned in AFDigital about the Fourth Industrial Revolution and the development of Artificial Intelligence resonates with him now more than ever. Zeke has truly realised how important it is to build a foundation of trust with clients so AFDigital could help them make smarter customer journeys.
What our Business Analyst has learned in the conference makes him want to do better with Salesforce and be more confident to do his work. Bringing with him his newly-gained knowledge, Zeke is ready to get even more certificates and strive to be a better Salesforce user.