Uncertain times can be unsettling for businesses with leaner resources than their larger counterparts. However, they can also be a period of growth for businesses that narrow in on new business opportunities. This is especially true if they use technology to differentiate themselves and create stronger customer connections.
According to the 4th Small and Medium Business Trends Report, the new normal for fast-growing businesses has brought about a renewed focus on the customer in four ways. Businesses now show more care with their customer communications, offer more flexibility, have expanded the ways they can be reached, and prioritise longer term relationships over one-off interactions.
In our upcoming Salesforce Live: Asia Small & Fast-Growing Business Trailblazers episode on 10 June, we’ll speak to four resilient, innovative, and agile businesses.
One of these businesses is Citrus Media, a vibrant and independent publishing house from Singapore. Founder and owner Angie Lim will talk about how her company used the Salesforce Small Business Relief Grant to overcome the challenges of the COVID-19 pandemic.
We’ll also explore how the other three fast-growing businesses in Southeast Asia are doubling down on customer communications to fuel their growth and thrive:
Buy now, pay later startup, hoolah, has digital transformation built into its DNA as a company. It partnered with Salesforce in 2018 to build a sales methodology into Sales Cloud, which helped hoolah create a scalable sales structure.
When tight restrictions had the hoolah team working from home, the Salesforce platform helped maintain the team’s strong culture and keep the teams engaged with its merchants from anywhere.
Using Customer 360, added visibility across merchant activities helped the teams prioritise interactions. With Commerce Cloud, hoolah offered merchants the ability to integrate directly with its systems in a faster and more cost-effective way than a standard application programming interface integration.
The agile and scalable sales methodology based on Salesforce has helped set hoolah up for success as it expands further into Asia.
As a leader in two-factor authentication and mobile security, V-Key has developed a digital trust platform for companies to use anywhere online. It can secure and authenticate digital identity for its employees as well as customers.
With 100 million installs of its virtual security technology already, V-Key aims to grow this to one billion.
V-Key chose to develop a stronger partner ecosystem around the region. This helps V-Key to scale faster and tap into local knowledge, relationships, and opportunities. Customer 360 helps V-Key collaborate more effectively with its partners and reach its customers.
Internally, V-Key’s teams use Salesforce to build deeper relationships with its customers by having a single view of each customer. They also keep track of the business pipeline as V-Key continues to evolve its business.
“Be agile. I think being agile really is the key to building up resilience.”
The second-hand goods industry has evolved from running classifieds in newspapers, to online sites and now, to a native mobile-first design experience, like Carousell.
With operations across six countries, Carousell turned to Salesforce to help consolidate, automate, and standardise commercial data and measure the effectiveness of its sales teams.
Carousell also uses Customer 360 to help make sure people aren’t falling through the cracks, and to provide opportunities for better interactions at scale.
The next evolution for Carousell is to use artificial intelligence to jump people through millions of listings directly to the ones most relevant, and help them to buy and sell faster.
“Technology is a great enabler of ways you can get to profitable growth.”
Choosing the right technology platform early on can help a business achieve ambitious goals and scale without major disruption to business processes. It is easy for operational effectiveness to go astray during periods of intense growth when scaling up. With integrated customer relationship management platforms like Salesforce, every team can contribute to success from anywhere and rally around one goal: putting the customer first.
To hear more from hoolah, V-Key, and Carousell on their learnings and digital transformation journeys, register and tune in on 10 June for Episode 4 of Salesforce Live: Asia.