The practical application of generative artificial intelligence has gone from an abstract, future concept to a concrete reality in a matter of mere months. Businesses and organizations large and small are scrambling to figure out if and how AI can help their people be more productive and efficient. For organizations using Microsoft software, the application of AI in a business environment is being led by the Microsoft Copilot platform.

Businesses at the enterprise level are also looking for ways AI can leverage the massive amounts of data generated daily by their organizations in increasingly productive ways. Many believe that such a massive undertaking can only be accomplished by a competent AI platform. Microsoft Copilot, with its integration into Microsoft 365, Azure, Windows and enterprise-wide data streams, is purported to be the AI that unlocks the creative and productive potential of an organization’s people and data.

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What is Microsoft Copilot?

Microsoft Copilot is a new AI product that combines the power of large language models with in-house enterprise data generated by the Microsoft Graph and Microsoft 365 applications. Using the power of AI and natural language conversations, users can find better answers to their questions and potentially create content from those answers. Copilot was developed on the ChatGPT platform and announced as an in-development platform at the July 2023 Microsoft Inspire conference.

There are two versions of Copilot: Microsoft 365 Copilot and a more general Microsoft Copilot. It is important to note that Microsoft 365 Copilot is different from the consumer and small business-oriented Copilot platform found in Bing Chat or non-enterprise versions of Microsoft 365. These Copilot LLMs are trained on more generalized aggregate data gathered across the internet and therefore tend to have more generalized results. Microsoft 365 Copilot will be dependent on the data generated by a specific, and only a specific, enterprise.

Microsoft 365 Copilot will be dependent on in-house, enterprise-generated data, while the more general Microsoft Copilot will use aggregate data pulled from the internet.

Both Copilot versions will be embedded in the Microsoft 365 apps including Word, Excel, PowerPoint, Outlook and Teams. This complete Microsoft 365 integration will allow an organization’s workers to be more creative and unlock productivity gains and potentially Excellerate their skills. In addition, Microsoft 365 Copilot will add AI-enabled Business Chat to the productivity suite, which will work across enterprise-specific data like calendars, emails, chats, documents, meetings and contacts to help employees communicate easier and better.

What are business benefits to using Microsoft Copilot?

Assuming Microsoft Copilot works as advertised, an employee could jump-start a project (e.g., email, presentation, report, data visualization) with an AI-generated first draft. With that foundation, the employee can quickly move on to refining and iterating a second draft and then a final draft, cutting at least one step from the process. This should make the employee more efficient and productive, and it could allow for the development of new skills.

For Microsoft 365 Copilot, the key to these productivity gains will be the application of enterprise-specific data to the new project from the start. Using data internally generated by the enterprise from emails, documents, calendars, contacts and so on, presumably the project will be jump-started with limited, and more importantly, pertinent assets.

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For example, if an enterprise employee at Ford is creating a presentation that needs to show movement, the AI – if properly trained – should use a Ford-related product rather than a similar product from one of its competitors. An AI trained by data culled from the internet may come to a different conclusion and defeat the purpose of deploying enterprise-specific generative AI.

How does Microsoft plan to integrate Copilot into its applications?

Copilot will be integrated into the fabric of all Microsoft 365 applications. When an employee starts a Word document, reads an email in Outlook, opens an Excel report or updates a PowerPoint presentation, Copilot and its generative AI abilities will be there to assist when called upon.

The specifics of how each Microsoft 365 application will use Copilot are still in development, and many use cases will likely only be discovered when users can actually use the platform. However, Microsoft has outlined some of its basic ideas for Copilot in a business environment.

Below are examples of commands a user might provide Microsoft Copilot.

Copilot in Word

• Draft a two-page project proposal based on data gleaned from a Word document (i.e., either the one you are currently working on or one that you specify by name) and an Excel worksheet.
• Make the third paragraph in the current document more concise and change the tone of the document to be more casual.
• Create a one-page draft based on this rough outline.

Copilot in Excel

• Break down this sales data by type and channel and then insert a table.
• Project the impact of a variable change in this data and then generate a chart to help visualize it.
• Model how a change to the growth rate for a variable would impact my gross margin.

Copilot in PowerPoint

• Create a five-slide presentation based on this Word document and include relevant stock photos.
• Consolidate this presentation into a three-slide summary.
• Reformat these three bullets (in a specific PowerPoint presentation) into three columns, each with a picture.

Copilot in Outlook

• Summarize the emails missed while out of the office last week and flag any important items.
• Draft a response thanking the senders of an email and asking for more details about their second and third points.
• Shorten a draft email and make the tone more professional.
• Invite everyone to a lunch-and-learn about new product launches next Thursday at noon. Mention that lunch is provided.

Copilot in Business Chat

• Summarize the chats, emails and documents about the syllabu being discussed.
• What is the next milestone for a project? What risks were identified? Brainstorm a list of potential mitigations.
• Write a new planning overview in the style of this (specified existing) document that contains the planning timeline from a different document and incorporate the project list in the email from this person (specifying a user’s name).

What are potential problems and caveats with Microsoft Copilot?

All AI platforms are only as good as their training; if Microsoft Copilot is modeled after data that is incomplete, biased, wrong or otherwise corrupt, the suggestions it generates, regardless of who is asking, will be incomplete, biased, wrong or otherwise corrupt. The old adage of garbage in equals garbage out still applies.

For Microsoft 365 Copilot, training will be particularly important because all the data used for that Copilot AI platform will be internally generated and gathered. Enterprises looking to properly apply AI will have to carefully monitor the data Copilot can access. For example, a business may not want brainstorming documents and meeting notes to be part of the data stream; rejected ideas may taint the data stream and propagate throughout the organization.

For general versions of Microsoft Copilot, organizations and users will have to be aware that inherent biases, fads, misguided trends and other transitory events will likely color some of the AI-generated output. Not every passing fancy on the internet should make its way into official organizational documents.

In addition to this potential problem, especially for Microsoft 365 Copilot implementations, is the tendency of some departments to silo their data behind firewalls. New products and services developing under non-disclosure agreements, for example, will often be cut off from the normal organizational data stream. Businesses will have to decide whether hiding data from the AI in such cases is more beneficial than allowing AI access.

The most important caveat for Microsoft Copilot is the platform is still in development. The use cases outlined by Microsoft at the 2023 Inspire conference are the company’s visions of how the platform will work. Once Copilot is released to the public, what the AI platform is capable of, good or bad, will be revealed. Until then, we will be dealing with potential and perhaps some wishful marketing.

What are the alternatives to Microsoft Copilot?

Generative AI is arguably the hottest trend in technology innovation for 2023, so it stands to reason there are many new and in-development AI platforms ready to compete with Microsoft Copilot.

Even though Copilot is based on ChatGPT, the AI chatbot is available as a standalone platform and therefore should be considered a competitor. AI is already incorporated into Microsoft Edge in the form of Bing Chat, and an AI has recently been released for the Google search engine and Chrome. Technology experts have reported that Apple is developing its own AI platform. It seems that AI will be integrated into just about every digital application we use on a computing device.

Major tech companies including Salesforce, Oracle and Adobe are all working on AI platforms. There are also dozens of smaller independent developers working on their own versions of an AI platform. Plus, there are a multitude of AI competitors working on specialized platforms that will bind LLMs and generative AI principles to specific applications. Businesses will likely spend a lot of time wading through AI platform possibilities.

How much does Microsoft Copilot cost?

As revealed during the 2023 Inspire conference, Microsoft 365 Copilot will cost $30/user/month. At first glance, this price point seems expensive, but it is vital to remember this version of the platform is designed for large business enterprises. For a large enterprise with thousands of employees, and assuming the platform delivers what Microsoft promises, that $30 could end up being a bargain. That is a big assumption to make at this early point in development.

The consumer and SMB versions of Microsoft Copilot will likely be priced lower than the enterprise counterpart. Bing Chat, which is also based on ChatGPT, is available now and for free as an integral part of Microsoft Edge. It is also likely that some features restricted or otherwise modified version of Copilot will be available for SMBs too small to have meaningful in-house generated data available to train the AI platform.

The pricing for all the versions of Microsoft Copilot is likely to change as development of the platform continues. With the large number of competitors in the AI platform space, it seems almost certain the cost of these services will change significantly.

Which businesses should consider Microsoft Copilot, and which should not?

At $30/user/month, only certain large enterprises will be able to afford large numbers of employees subscribing to the Microsoft 365 Copilot platform. In addition to the subscription fee, such employers will also have to account for the extra expenses associated with generating, collecting and collating accurate and useful data for the AI and LLMs to train on. This is a major undertaking, and the decision to implement the Copilot platform will take a significant commitment.

Large enterprises will have to decide whether the productivity benefits of using the Microsoft 365 Copilot platform outweigh the initial costs of developing and maintaining the platform – and then paying for it indefinitely.

For individuals and small businesses with little to no LLM-ready data, the consumer level versions of Microsoft Copilot is available for free. Bing Chat is already available in Microsoft Edge for everyone. Some form of low-cost or no-cost version of Copilot will likely be available for certain versions of Microsoft 365.

Only time will tell if the generative AI capabilities of Copilot are worth the time necessary to use them.

When will Microsoft Copilot be available?

As of August 2023, Microsoft Copilot is in the testing phase of development. A limited number of organizations and Microsoft Insiders are testing the AI and providing feedback on what works and what does not work.

There is currently no officially announced release date for any version of Microsoft Copilot.

In the ever-evolving landscape of business technology, adapting to change is no longer a choice — it’s a necessity. And when it comes to managing those changes seamlessly, Salesforce stands tall as a powerhouse. However, navigating the intricate realm of Salesforce Change Management can often leave even the most seasoned professionals scratching their heads.

We unveil six invaluable tips that promise to unravel the complexities, making the process not just manageable, but downright straightforward. Whether you’re a salesforce novice or a seasoned pro, these insights will empower you to wield change as a tool for growth, without breaking a sweat.

Clear Change Identification and Prioritization

Before embarking on any salesforce changes, it’s essential to meticulously define the scope and objectives of the proposed modifications. This involves a detailed analysis of the current system, identifying pain points, and recognizing opportunities for enhancement. Once potential changes are identified, a rigorous prioritization process should be employed.

This prioritization should be based on factors such as the anticipated business impact, alignment with strategic goals, and feasibility of implementation. The impacts of any change should be thoroughly evaluated, considering both short-term and long-term consequences. This includes assessing potential disruptions to existing processes, workflows, and user experiences, as well as estimating the financial, resource, and time investments required for successful implementation.

ALSO READ: HOW TO MAKE THE MOST OUT OF YOUR SALESFORCE INVESTMENT

Cross-Functional Collaboration

Successful salesforce change management thrives on collaborative efforts across diverse departments. Forming a dedicated change management team comprising representatives from different functional areas fosters a holistic approach. Involving stakeholders early in the process ensures that all perspectives are considered, mitigating resistance and enhancing buy-in.

Open communication channels must be established to facilitate idea sharing, status updates, and issue resolution. This collaborative synergy not only promotes comprehensive change planning but also empowers a sense of ownership among stakeholders. By uniting expertise and insights from various disciplines, organizations can navigate change with collective strength and drive more successful implementations.

Comprehensive Change Documentation

Thorough documentation is the backbone of effective salesforce change management. Detailed records of change requests, requirements, and implementation plans ensure a clear roadmap for all involved. A well-maintained repository of version-controlled documentation facilitates transparency, aiding in tracing the evolution of changes and reducing confusion. This meticulous documentation also supports knowledge transfer, enabling seamless onboarding and continuity.

By meticulously capturing every step and decision, organizations establish a reliable foundation for change, ensuring that stakeholders remain informed and aligned throughout the process. Robust documentation safeguards against uncertainties and serves as a valuable resource for future enhancements.

Thorough Testing and Quality Assurance

Rigorous testing and quality assurance are cornerstones of successful Salesforce change management. Crafting comprehensive test plans and scenarios allows for the meticulous examination of new configurations and functionalities. User Acceptance Testing (UAT) involving end-users validates the changes from a practical standpoint, ensuring they meet user needs and expectations.

Addressing any detected bugs, performance issues, or discrepancies during testing guarantees a smoother transition. A robust testing phase minimizes post-implementation disruptions and fosters user confidence. By prioritizing quality assurance, organizations fortify their change management process, delivering dependable solutions that align seamlessly with business objectives.

User Training and Support

Empowering users through effective training and ongoing support is pivotal in salesforce change management. Developing comprehensive training materials, including guides and tutorials, equips users with the knowledge to navigate new features and processes. Conducting engaging training sessions and workshops enhances user proficiency and fosters a positive transition experience.

Providing accessible avenues for user support, such as help desks or forums, ensures timely issue resolution and knowledge sharing. Prioritizing user training and support cultivates user confidence, reduces frustration, and promotes efficient utilization of the salesforce platform, ultimately contributing to the success of change initiatives.

Effective Change Rollout and Monitoring

A well-executed change rollout and vigilant monitoring are pivotal to salesforce change management success. Careful planning of controlled rollouts or pilot launches ensures gradual adoption and minimizes disruption. Monitoring user adoption, feedback, and system performance provides valuable insights into the effectiveness of implemented changes. Iterative improvements based on real-time data help fine-tune configurations and address evolving needs.

This proactive approach guarantees that the change’s impact aligns with expectations, promoting sustained user satisfaction. By maintaining a watchful eye on the ongoing change process, organizations can swiftly adapt, optimize, and enhance the Salesforce environment, driving long-term success and continuous improvement.

Simplifying Salesforce change management is a multi-faceted endeavor that demands strategic planning, collaboration, documentation, testing, training, and vigilant monitoring. By adhering to these key principles, organizations can navigate transitions with clarity, engage stakeholders effectively, and ensure seamless system enhancements. Embracing change as an iterative process allows for agility and continuous improvement, leading to a Salesforce environment that not only meets current needs but also lays a solid foundation for future innovation and success.

ALSO READ: SALESFORCE GENIE CAN TRANSFORM YOUR SALES STRATEGY

Louise Gibson, Founder and Director of the transformational coaching and consulting service With Verve. Source: Supplied.

Whether streamlining sales, personalising marketing campaigns, or improving customer service, generative AI is helping small businesses unlock new levels of efficiency and engagement.

This article explores how AI can drive business growth, and offers insights from industry experts on fostering a culture of curiosity and innovation among your team.

Small business reimagined

Generative AI has already started fundamentally changing the way we do business. And as more businesses jump on board, those slow on the uptake risk being left behind.

After all, AI is “setting up businesses to be more efficient, more productive, more insight-driven, and more personalised for their customers,” says Rowena Westphalen, SVP of Solution and Customer advisory at Salesforce APAC. So, one way or another, “all businesses will have to invest in AI to remain competitive.”

These technologies can help businesses boost revenue growth by fine-tuning core business functions, including marketing, sales and customer service. But perhaps the most game-changing aspect of AI is that it’s “freeing up employees to spend more time on the higher-value things, like their customers and their relationships with them,” Westphalen says.

Watch our webinar-on-demand, AI & your business | How SMEs can get ready —  hosted by SmartCompany in partnership with Salesforce exploring what AI means for small-businesses.

Time to innovate

This opportunity to capitalise on human skills by offloading routine tasks will be key to business change and growth, says Louise Gibson, Founder and Director of the transformational coaching and consulting service With Verve.

By liberating employees to focus on work that requires their unique creativity and expertise, she explains, AI adoption can lead to greater innovation, engagement and workplace satisfaction.

“The opportunity for competitive advantage here comes from how leaders leverage the technology,” Gibson says. “So, how can you make roles more fulfilling by stripping out repetitive tasks—things that AI could do more efficiently And in doing so, how can you save time and make way to realise the full potential of your people and get them to focus on the value-adding work that their expertise and experience offers?”

The role of change management

Integrating AI into your business requires a well-thought-out change-management strategy, Gibson says, and there are two aspects to this:

1. Be deliberate in your decision-making around AI, and consider how it will be used upfront, including its impact on roles and ways of working.
2. Be clear in your communications to employees about AI, how you’re planning to use it in your business, and what it means for them.

“The key message here is that if you ignore the inevitable human aspect of implementing any sort of technology or change, you lose the full value and potentially create costly disengagement,” Gibson says.

She strongly advises business leaders to establish and commit to guiding principles for using AI. These must align with your business’ core values and goals, and will provide a critical framework for balancing AI exploration and risk.

“Knowing your values will clarify your non-negotiables, and these should guide your decision-making and the actions you take around AI and how it’s used,” Gibson explains.

A culture of continuous learning: the bedrock of AI adoption

Change management extends beyond introducing a new technology into your business. It’s also about nurturing a culture of continuous learning, experimentation, and adaptability to ensure successful implementation of that technology.

According to our experts, inspiring teams to embrace change as an opportunity rather than a challenge requires business leaders to:

• Be transparent and vulnerable,
• Acknowledge uncertainties,
• Share failures,
• And role-model a willingness to experiment and learn.

Westphalen suggests emphasising the benefits of AI to help foster curiosity, innovation and buy-in. For example, according to research by Salesforce, “employees think they’re going to save about five hours a week by using generative AI,” she says. “That’s a month each year for full-time workers.”

However, she adds that nearly 60% of employees admit they don’t know how to tell if they’re using a trusted data source or how to ensure that sensitive data is secure. So, education has an important role to play long-term safety and security.

“If you use something like Trailhead to learn about getting started with AI, that can help people’s competence and trust that they’re doing the right thing,” Westphalen says.

Ultimately, while generative AI has huge potential to drive business growth, a well-considered and deliberate change-management strategy will really unlock your business’ competitive edge.

As Gibson puts it: “Any technological transformation is only as valuable as the people you need to engage with it.”

Read now: Striking the right balance: How to integrate generative AI into your business like a boss

Dive Brief:

• Salesforce updated its AI acceptable use policy to place guardrails around its AI services, according to a document published Wednesday. The update comes amid increased industry scrutiny over generative AI data use.
• Customers are not allowed to leverage the company's AI products — or any third-party services linked to Salesforce services — for purposes related to child abuse, deepfakes, prediction of protected categories or automating decisions with legal effects, among other use cases.
• "These policy updates allow customers to use Salesforce products with confidence, knowing they and their end users are receiving a truly ethical AI experience from product development to deployment," said Paula Goldman, chief ethical and humane use officer at Salesforce, in a blog post Wednesday.

Dive Insight:

The policy update from Salesforce is the latest effort from the provider to address the risk concerns of would-be enterprise technology adopters. 

In June, the company rolled out Einstein GPT Trust Layer, a service designed to let customers access enterprise-ready data security and compliance safeguards while leveraging generative AI tools. 

"The GPT Trust Layer gives connected LLMs secure, real-time access to data without the need to move all of your data into the LLM itself," said Marc Benioff, Salesforce chairman and co-CEO, speaking in May during the company's Q1 2024 earnings call. "While they're using the LLMs, the data itself is not moving and being stored in the LLM. That is what our customers want."

As enterprise adoption of generative AI advances, more than half of IT leaders say inaccuracies and cybersecurity are associated risks of the emerging technology, according to a report from QuantumBlack, AI by McKinsey. 

Salesforce, with its guidelines clearly stating usage limitations, is showing leadership among the provider ecosystem in terms of responsible AI, according to Juliette Powell and Art Kleiner, professors at New York University.

"On the surface, the new policy may look unenforceable, but it's an addition to Salesforce's Acceptable Use and External Facing Services Policy, which clearly states that violators could lose their Salesforce licenses," the professors said via email. "It will be really interesting to see which companies are targeted first." 

The new policy from Salesforce comes as another major provider updated its own terms of service in response to criticisms over data use. 

Zoom updated its terms and conditions to clarify the provider would be able to access customer content for safety and legal purposes, but not use any customer data to train third-party or its own AI models. 

In an exciting announcement, Salesforce has introduced Einstein Studio, empowering users to create and deploy their bespoke AI models. This innovation opens doors for businesses to harness AI’s potential in a personalized and tailored manner, driving enhanced insights and efficiency.

Einstein Studio is designed to offer a user-friendly environment for building AI models that suit specific business requirements. This cutting-edge platform empowers users to take charge of their AI journey, even without extensive technical backgrounds. By combining intuitive tools and robust capabilities, Einstein Studio ensures that the power of AI is accessible to a broader spectrum of professionals.

With Einstein Studio, companies can tailor AI models to match their unique data and challenges. This level of customization allows for a deeper understanding of customer behaviors, more accurate predictions, and optimized decision-making processes. The ability to deploy these custom models directly within the Salesforce ecosystem enhances user experiences and drives intelligent automation across various touchpoints.

Furthermore, Einstein Studio’s integration within the Salesforce platform simplifies the deployment process. This seamless integration eliminates the need for complex integrations, ensuring that businesses can swiftly implement their custom AI models into their existing workflows. In this case, Salesforce integration services are becoming very significant. 

This announcement underscores Salesforce’s commitment to democratizing AI and making it a practical tool for businesses of all sizes. By putting the power of AI model creation and deployment in the hands of users, Einstein Studio empowers organizations to unlock new dimensions of growth and innovation.

In the rapidly evolving landscape of AI, Einstein Studio stands as a testament to Salesforce’s dedication to staying at the forefront of technological advancements. This tool not only amplifies the capabilities of businesses but also reinforces Salesforce’s position as a leader in providing solutions that bridge the gap between technology and business needs.

In conclusion, the unveiling of Einstein Studio marks a significant stride in the AI arena. Businesses now have the means to develop and implement AI models that resonate with their unique objectives, fostering better insights and smarter decision-making. As this cutting-edge platform becomes an integral part of the Salesforce ecosystem, it ushers in a new era of customized AI solutions that drive success across industries.

At the start of the government’s digital transformation journey more than a decade ago, would-be suppliers needed translators. These people articulated what companies like Salesforce were achieving in the commercial sector, then showed public sector buyers how similar tech could enhance service delivery.  

As the accurate Salesforce World Tour London demonstrated, such translators are now just as likely to be found inside government as among the supplier community. Salesforce calls them “Trailblazers”: people who have understood what cloud-based data storage can achieve in driving efficiency and quality and are keen to share their story with others. 

This was the tenor of much of the public-sector-specific content at the Salesforce World Tour London. The overarching event theme was Artificial Intelligence, with keynotes on courses such as the AI “trust gap” and the ethics of the technology. But the public sector audience focused on a more foundational issue: the benefit of leveraging cloud-based data in the provision of public services. 

Better customer experiences, lower operating costs & a faster pace of transformation 

This theme was picked up by James Lee-Smith, head of UKI public sector strategy and business development for Salesforce. He acknowledged the pressures that government face with rising customer expectations of digital experiences, financial constraint due to accurate shocks to our economy (Brexit, Covid, rising energy costs and interest rates) and the constraints of high technical debt due to the sheer vastness of its legacy infrastructure. But he was quick to point out the benefits of embracing low-code cloud-based citizen engagement software in enhancing public services.  

“Our customers report that Salesforce delivers on average operational cost savings of 27 per cent and yield ROI after nine months,” he said. “Our technology also drives an uptick in customer satisfaction on average by 32 per cent.” 

Reduced costs, improved transformational pace and elevated customer satisfaction. This sounds like the holy grail to most public service leaders, and Lee-Smith asserted that adopting generative AI will make these outcomes better than ever. If that is to happen, government will need the support of trusted platforms like Salesforce that have started to democratise the efficiency potential of generative AI for its customers in a responsible and well-governed way. It needs the appropriate controls to ensure that service agents are augmented in their work, not replaced, and retain responsibility for the content produced.  

Alongside that activity, Lee-Smith said the company would continue to work with government departments to demonstrate the power of cloud-based technology more generally. To that end, Salesforce has entered into an MoU with Crown Commercial Service that includes government-wide commercial terms and skills training. It also includes “proof of concept” engagements to help show how common patterns for customer engagement can be leveraged in public service transformation. In doing so, this help educate the transformation business case, best practice approach to successful delivery and helps guide effective public procurement. 

Stories from the front line 

The case is strengthened by stories of service transformation from across the public sector: stories told eloquently by Salesforce’s team and public sector “Trailblazers” at the World Tour London.  

Take the insights from NHS Professionals as an example. This organisation operates the largest staff bank in the NHS, with more than 100,000 Full Time Equivalent (FTE) workers on its books. By adopting a cloud-based CRM solution from Salesforce, CEO Nicola McQueen explained that it has transformed its processes. As a result, temporary staff can accept shifts more quickly and easily, with less time spent on administering the system and more time given to delivering care on the front line.  

The transformation has been significant for NHS Professionals, and McQueen said the organisation adopted a “go slow to go fast” mentality that is now paying dividends. “We committed to transforming the organisation and everyone has collaborated on that,” she said. “We now have a single view of all our data, [making our processes] faster, simpler and much smarter.”  

A similar picture emerged from other presentations, including by one official who said Salesforce’s standardised platform with in-built “security by design” was a crucial factor in choosing it. His agency has a high-security threshold and felt Salesforce’s cloud-first solutions gave his tech team the right basis on which to customise for their own purposes.  

The utility of configuration rather than building from scratch was a key theme in many of the case studies. Its benefit was signposted by Karl Hoods, chief digital and information officer in the Department for Energy Security and Net Zero. As CDIO in BEIS prior to the machinery of government changes, he and his team were charged with delivering elements of the Energy Support Schemes at pace between December 2022 and February 2023. Using Salesforce’s platform as a base, they were able to design and build a solution within mere weeks – a contrast to the usual lengthy timescales to which services are launched. 

Moreover, Hoods said his team developed speedy adaptations to the schemes even after launch, in one case in response to an undertaking made by a minister in the media. As well as accelerating the pace of change, use of the Salesforce platform ensured security and scalability, made it easier to identify fraud, and delivered value for money.  

Realising the benefit 

Cost is a major factor for any organisation delivering public services, especially if they operate on a commercial footing. It was a key driver for Northern Trains, whose customer and commercial director Mark Powles spoke about the value of Salesforce in helping the UK’s second-largest rail franchise recover post-Covid.  

Salesforce’s low code CRM platform has provided a cost-effective way of enhancing the impact of Northern Trains’ customer relationships, Powles reported. He said it has yielded a 30 per cent return on investment on marketing spend, by facilitating targeted communications. The technology has also increased agent productivity by 25 per cent and reduced onboarding time by 50 per cent.  

The same can be said of several organisations featured at the World Tour, including regional police forces (Humberside, Merseyside, Thames Valley and Hampshire) and Protas, the clinical trials non-profit. In both examples, the enriched experience of the end user is a crucial factor in adopting Salesforce’s technology.  

For the police forces, the platform enables victims of crime to receive better and more timely information about their cases. At a national scale, one in five calls to police call centres is from victims seeking updates on their cases. That equates to 20m calls per year and £250m of spend. By giving victims up-to-date information through an easily accessed portal, this commitment of time and money is being reduced. 

For Protas, Salesforce delivers a better experience for trials participants. This reduces the barriers to entry, helping reverse the 44 per cent drop in participant numbers since Covid, and ensures more effective interactions throughout the trial.  

For the police and Protas alike, secure data storage also makes life easier for staff, giving them ready access to information that can be shared securely, and is richer in quality, so yields better insights for business planning.  

The future 

It is little wonder Crown Commercial Service has embraced digitisation with enthusiasm, as commercial director and chief procurement officer for technology Dr Philip Orumwense made plain. Last year, it directed 27 per cent of £20.3bn spent on technology in the public sector (£9.3bn in central government), delivering a commercial benefit of £1.7bn.  

The National Data Strategy sets out the priorities for the years ahead, and AI will clearly play an ever-more important role in its execution. That lies behind the MoU with Salesforce, which reflects both the significance of this emerging technology to public service transformation and the success of the programme so far.  

The argument for digitisation has been won, with advocates across government keen to share their experiences. Now, the whole public sector can blaze the trail to an even brighter future of efficient, high-quality and cost-effective services.   

Read our event review to find out more about AI in the public sector. 

Also, learn from the NHS Professionals case study and the Police case study.