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Why Agentforce Is a Game Changer for Small Business
Today on the Salesforce Admins Podcast, we talk to Daniel Peter, Chief Technology Officer at Petaluma Creamery.
Join us as we chat about how he manages cheese wheels with custom objects and how Salesforce and AI can level the playing field for SMBs.
You should subscribe for the full episode, but here are a few takeaways from our conversation with Daniel Peter.
Modernizing business processes at a historic creameryDaniel gave out some of the best swag at Dreamforce—free cheese samples. As a Salesforce MVP Hall of Fame member, he's held a wide range of roles on the platform, but none have been quite as delicious as his current gig as the Chief Technology Officer at Petaluma Creamery. You could say he's the big cheese for digital transformation.
The creamery is a 115-year-old business capable of producing over 140,000 pounds of cheese per day. It's an old-school business, and that means he inherited several old-school business processes. With so many manual processes, Daniel had to move fast and focus on the biggest wins first.
Digital transformation priorities for SMBsSo how did Daniel take his business processes from aged Gouda to fresh mozzarella? He started with the basics: getting the cheddar through the door. In other words, simplifying the ordering process.
Like a lot of SMBs, the creamery's system dated back to a time when you could just throw more people at a logistics problem. A sales or delivery person would talk through the order with the customer, fill out a paper form, and then do some unit conversions before they could enter the data into a database. It was time-intensive, labor-intensive, and introduced all kinds of opportunities for mistakes.
Daniel quickly built an order system in Salesforce that saves time, does all of the conversions on the backend, and makes it easier for his users to find the product they're looking for. The creamery is also able to track all sorts of data about the cheese-making process, like where ingredients come from and how they were stored, which is crucial for getting a certified-organic label.
Why Agentforce levels the playing field for SMBsA common misconception is that AI tools are reserved for huge corporations with the technical resources to implement them. However, as Daniel explains, affordable tools like Agentforce actually level the playing field for SMBs.
Looking forward, he's aiming to implement several agents that will streamline the creamery's business processes:
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An internal agent to take orders, so a delivery driver can talk to a customer and dictate the order over the phone.
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A customer service agent that can use the context of a customer's order history to decide what remediation needs to be done and how to do it.
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A cheese expert agent, using the decades of unstructured data from the creamery's cheese lab to answer questions like optimal storage temperature, or what type of rennet was used to make a particular product.
If all of this sounds exciting to you, be sure to check in with Daniel at TDX to see what he's built. And, you know, try some delicious dairy.
Make sure to listen to the full episode for more from Daniel, and don't forget to subscribe to the Salesforce Admins Podcast to catch us every Thursday.
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LPublished on 1 month ago