How Salesforce will discover new profiles to help its progress

Practically try hair dye before you buy it on the L’Oréal shopping site? This is possible thanks to Salesforce technology. Find a doctor at Doctolib? Here, Salesforce intervenes again, a platform that allows the French e-health unicorn to manage the capabilities of new doctors to integrate into its database. Book a concert box at the Paris La Défense Arena? Salesforce cloud tools again offer sales and technical teams the ability to know real-time programming and the occupancy rate of different spaces in the room.

Since 2015, the date it was set up at the foot of the Eiffel Tower, the California start-up has been a world leader in “customer relationship management” (CRM). Silicon Valley favorite and former Oracle vice president, Marc Benioff, the company’s charismatic boss, is proud to have built his success on the hard work and creativity of his teams. Above all, he could have predicted a cloud revolution by creating a complete CRM system for all companies, regardless of their size. Its management software allows you to connect all the necessary applications, without an army of experts, purchase servers and software licenses, etc.

Except that today Salesforce is a victim of its own success … More and more companies want to use its services, but they do not have the intelligence or hands needed to make the best use of its technologies. To continue to grow and grow, the platform therefore has no choice: it must train its own experts to make a range of talent available to companies.

And it will take a lot of people: it is estimated that in France, more than 200,000 jobs will be created around Salesforce technologies by 2026, and 9.3 million worldwide. It is not easy, especially in a country like ours, where 70% of employees feel that they do not have the skills needed for new tasks.

“We are counting on several types of relays, including an associative structure,” explains Emilie Sidiqian, head of the French subsidiary, to find these profiles among populations that do not necessarily have access to training and employment. Salesforce then relies on various partners to train these recruits. “The idea, according to the leader, is to create a virtuous circle that benefits everyone and has a positive and real impact in French society.”

The experiment conducted with temporary specialist Adecco is a symbol of this desire to transform the ecosystem. Since 2007, the Franco-Swiss group has chosen Salesforce to digitize the relationship between its agencies and temporary workers, accumulating and classifying valuable data on employment needs. “Therefore, we can support the business development of our clients by developing the skills of our candidates,” explains Pierre Matuchet, General Manager of Strategy, Transformation and Digital at Adecca.

Whether it is switching to electric car manufacturers or skills related to technological environments, “many candidates are unaware of their potential, while we are able to identify them thanks to artificial intelligence solutions. This is confirmed by ISDI, another French partner that trains users with Salesforce tools. Skills needed? “Essentially, an appetite for technology and customer needs. There is no need for a degree, you just have to be fluent in English “, sums up Victor Kessler, ISDI Country Manager, who works specifically with Pôle emploi.

Alternate profiles

Thus, in 2021, 1,000 people who did not envisage getting a high-tech job received technical certification, which came in support of soft skills-oriented skills: autonomy, a sense of cooperation and non-hierarchical management. Having secured golden careers for a whole generation of business school graduates, the cloud sector seems determined to open its doors to more alternative profiles, such as overqualified or unemployed employees. But also women, still very underrepresented in the digital sector (15% of initial training).

In this regard, the CEO of Salesforce France is partnering with the Social Builder network, which has already supported almost 70,000 women in training, retraining and job search. The “fusion” partnership points to Emmanuelle Larroque, the network’s director, who points out that the American group also supports programs that do not include its technologies.

Valuable creation

To prove that this ecosystem works and benefits everyone, the company multiplies specific cases based on the use of its own tools. For example, Bouygues Telecom, one of its first French customers. The operator uses Salesforce to aggregate a lot of data about its customers, which has been difficult to access so far. Advisors and telemarketers now have access to essential information on the same screen, giving them better visibility of their performance. “They can monitor the caller’s situation in detail (technical aspects, packages, offers),” assures Alain Angerame, a member of the operator’s general management board, and engage in real-time response with the service in question. »

The icing on the cake will be connected by subcontractors who place boxes in private houses. Therefore, they will be able to know the working hours of the concierge lodge, know exactly the length of the cable they need, and even the color that best suits the apartment! In short, the platform enables what Alain Angerame calls “increasing human potential”, encouraging employees to gain autonomy. “Apart from being a simple supplier of technological solutions,” said Emilie Sidiqian, our goal is to help our customers and partners to imagine new ways to develop their business, to show them how to create value from the given. »

Since founding the company in 1999, Marc Benioff has insisted on the need to fully understand the business of his clients. Today Alain Angerame evokes them learning expeditions in the United States, what Bouygues teams are used to…

The growth goals of the American giant are double-digit, and the recent takeover of Slack messaging, for 27 billion dollars, confirms this determination. To reach these heights, Salesforce pampers its employees – and not just by offering them a unique view of the Eiffel Tower. In 2022, for the fifth year in a row, the company won the Glassdoor Award for Best Workplace. He prides himself on being 100% carbon neutral, declaring that his employees are not all cousins ​​and that, within its walls, everyone is free to adopt a pronoun of their choice: “he”, “she” or “iel”, the decision immediately becomes administrative. According to Emilie Sidiqian, the company can even fund gender reassignment operations.

Finally, Marc Bernioff introduced the so-called “1-1-1” system, which obliges the group to dedicate 1% of its profits, 1% of its employees’ time and 1% of its products to philanthropy. This “pro bono” has, for example, made it possible to set up a free platform for listening to the phone during the Covid crisis of April 2020 or to support Emmaüs ’internal management tools. It also focuses on employment support actions. So he’s not completely uninterested, as he will feed the famous pool that Salesforce needs to grow … but leaves no one behind.

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