Salesforce, Inc. (CRM) Earnings Call Transcript & Summary

Hello, everyone. Thank you for joining today's webinar. Before we begin, there are a few points to note. For an optimal viewing experience, you can hover to the top right corner of the media player screen to turn this into a full screen. Also, a quick reminder that Salesforce is a publicly traded company, and customers should base their purchasing positions on products and services that are currently available. My name is Teck Yang, a Salesforce account executive based in Singapore. In the next hour or so, we'll focus on how small businesses can be successful in this ever-evolving digital world. We will share how you can find, win and keep your customers. You will also see a live demo from Kok Leong, our Salesforce solution engineer. Kok Leong will provide a glimpse into how you can potentially leverage the Salesforce platform to supercharge your customer engagements and experiences. After the demo, our incredible customer, Ivy, from Aureus Academy will be sharing with us their Salesforce journey and how that partnership has helped Aureus to grow their revenue by orders to grow their revenue by 300% in 5 years. We have also allocated some time for questions. Towards the end of this webinar, you will have the opportunity to ask us any questions that you may have. As we all know, running and growing a business requires attention and focus on a lot of different areas. You have to hire the right people, make sure you are managing operating expenses, all while ensuring you are providing the right experiences to your customers. Based on the recent survey, 80% of the customers say the experience is as important as a product or service that a company offers. Customers do not want to be treated as a number. But instead, there is an expectation of personalized engagements. Customers also want to be met at their preferred channel, be it e-mail, phone or website live chats. Companies have to adapt to these customer expectations to be successful. Delivering a customer-centric experience is the heartbeat of every organization but many teams are not set up to deliver on this vision. The problem is often, the technology gets in the way instead of helping. These connected systems and siloed data make it hard to get customers' insight, like which marketing campaigns are actually working or how your sales pipeline is trending. It's hard to keep up when you have manual processes and multiple tools to switch between. And all of this complexity and disconnection leads to low efficiency and productivity. When these challenges aren't addressed, especially in this economic climate, there will be a real impact to customer experiences and your company's growth. Salesforce is here to help you do exactly that, a connected platform to eradicate data silos and manage your business. With Salesforce, you can leverage our marketing automation tools to find more leads, win more deals and make your sales team more productive. Lastly, keep your customers smiling by providing exceptional customer service at every touch point. Let's get started with find. In finding more leads, it's important to reach the right prospects with the right message at the right time. With Salesforce, you can first segment your context based on views like their interest and preferences. Thereafter, you can place them on an automated engagement journey. With engagement journeys, also known as drip campaigns, you'll automate how you target and engage prospects with automation rules and completion actions to personalize their experience and nurture them the way they want to be engaged. Once these leads are nurtured, you can then pass it on to the sales team for follow-up. To analyze the effectiveness of your campaigns, you can leverage our out-of-the-box reporting capabilities to help you continuously refine your outreach campaigns. As the leads get passed to your sales team, your sales reps can leverage on the Salesforce platform to manage the leads, track the progress of opportunities and provide visibility into the sales forecast. This ensures that no deals fall through the crack, bringing you one step closer to your revenue growth. We are here to have your sales team work smarter, not harder. You will have access to easy-to-understand reports and dashboards that show you what's happening in your business. For instance, you can generate reports to track conversion rates and analyze dropouts at any stage of your sales cycle. All this means you can grow your business in a more predictable way. Your customers' experience doesn't end with the completed sale. Post sale, you'll continue to serve the customers and keep them happy for a long-lasting partnership. And when your customers have questions or require support, they may engage you on different channels such as live chats or e-mail. We can help you bring all your customer touch points into one place, unlocking efficiency and cost savings. We will also give your service agents the tools to be productive, such as recommending them with next best actions, allowing for faster case resolution and upholding your customer service standards. Here's the kicker. With Salesforce, service is linked to sales and marketing data. This means your agent can have a single view of all the engagements the customer had with your company, allowing them to have relevant personalized compositions. All right. It's time to see these capabilities in action. Kok Leong will walk you through what this could look like in your organization. Take it away, Kok Leong.

In the next 10 minutes, let me quickly run through how Salesforce bring marketing sales and service team together to work under a single connected platform. We will start with the marketing outreach where the marketeer show to you how marketeer actually uses engagements for you to build engagement journeys to nurture prospects. Then I will navigate to sales driving opportunities to closure, and lastly, show to you how servicing continue to support customers so that to keep them happy. Let me transition to the demo screen. So what you're actually seeing here is basically the engagement studio. It's the tool where marketeers will actually use to create engagement journey to nurture prospects. So there is an event product launch happening soon. So the marketer has decided to actually create an engagement journey so that he can actually send out a list of invite to register registrations. From the engagement journey itself, you can see that the marketer has decided to filter the great and score of the prospects so that he will actually further trim down the list and only focus on those prospects that are actually deemed fit for the product launch. For those that are actually not fit, what we can do is basically to route it to another campaign list so that the marketer can actually plan a separate campaign to nurture these particular prospects. Further down, you can see that in the journey itself, we can actually automate sending e-mails of invites to the prospects. The next thing that will happen is that we can also track whether the e-mail is opened or not opened. If an e-mail is opened by the prospect, that means the level of interest has increased. We can add on additional scores to the particular prospect. If the e-mail is not opened, what the engagement studio can do is to automate the process of resending the e-mail again until a point where it will actually end. And at the same time, we can also manually adjust the score. Until the end, when we have already filtered a list of prospects that will be attending that are deemed fit for the product launch, what we can do is that the marketer can automate, automate and assign the prospects down to the salesperson. And from there on, the salesperson will basically pick it up and then continue to qualify the lead. Now what I will do next is to switch to the screen of the salesperson. So when a salesperson logs into Salesforce, this will be the main screen that they will actually see, the dashboard. What the dashboard can offer is basically a single view of how the state of the business is doing. So for this particular salesperson, we can see that he or she already closed $3.8 million of business. And at the same time, he or she can also track the amount of pipeline that they have by stages, right? Other than pipelines and close business, things like activities, top accounts and the forecast, so on and so forth, all can be presented in the dashboard. So let's move to the lead. Because just now, from the marketing side, after they ran the engagement journey, so they have already filled out a list of prospects has been handed over to the salesperson, so the salesperson can actually see all the list that flow to him in this list. We can actually segmentize the leads according to rating as well as grading, so that the salesperson can basically filter out and only focus on those leads that has been given Grade A and is hot. So for this example, let's move to George Lim. George Lim is basically one of the leads that has been deemed fit for the product launch event. So as a salesperson, I can go into the list of George Lim, and then look into the details of George. On the top of the screen, what you can see is basically a guided path for the salesperson to qualify the lead. This will basically give the information, what needs to be done to do the qualification until it's actually ready to be converted into an opportunity. Ultimately, if the salesperson thinks that George may not be a right fit, what he can do is basically to send back the lead to the marketing team under the Add to Prospect list, so that the marketing team can pick it up and continue to nurture George on a separate campaign. This show to you that how sales and marketing are actually connected and can work hand-in-hand together under the Salesforce platform. Apart from that, we can also see the other marketing campaigns that George is actually participating in, and at the same time, all the activities as well as engagement George has. Now moving on to the opportunity. Assuming that the lead has been converted into an opportunity, this is where -- the part where the salesperson will actually go in deep to manage drive this opportunity to closure. So processes like quotation, contracting, approvals, all will happen within this single console, so that the salesperson doesn't have to, like, navigate through multiple applications to actually do all these processes. And at the same time, we can also build an opportunity team. This is basically where the salesperson can actually look in supporting teams like the finance, the leadership to help support he or she to actually close the deal. So he can also like easily go to Chatter, a collaboration tool within Salesforce to start communicating with internal teams. Assuming the list -- the opportunity is closed, so the next thing that the salesperson can do is to actually navigate to other opportunities. So here, what I bring to you is basically the kanban view. So the kanban view is the bird's eye view of the entire state of the business for the salesperson. So from here, you can see that the salesperson has basically closed, won $3.7 million of revenue. At the same time, there's actually 4 separate sales stages available. If you can see in detail, the breakdown of the revenue available under the pipeline may not be enough for the salesperson to hit his quota. So what the information presented under the kanban will actually give person an idea what he actually needs to do or take activities that he actually needs to do to basically beef up the pipeline that he has. So the order has been closed. Now the sales will continue to actually look on other opportunities to close. So what happens next is that the whole sales team who actually take up the support role, this is where the service agent will come in. So let me navigate to the service agent screen. Under the service agent's console, we can actually tap in to George Lim's case, right? George has a concern about his bill, so he has actually raised the case and then a support team is actually servicing him. So under the case page on the left panel, you can actually see the entire contact details about George. And on the middle panel, this is where the service guided path will actually come in handy. Where, actually, what the service agent can do is basically to look into the service guided path and follow the instruction to actually offer the support. We can also bring e-mail into Salesforce so that the service agent doesn't have to swap between the service console as well as the e-mail application. At the same time, we can also embed AI capabilities into Salesforce. So next best action, like what Teck Yang has mentioned earlier, is basically the AI capabilities where we can actually offer the next best solution offering, right, to actually address George's concern about his bill/. And if you go below here, we can also incorporate the capability of Knowledge. What Knowledge you can offer is that while the service agent is actually working on George Lim's case, he or she can basically navigate through the Knowledge to actually search for articles to help him to actually resolve the case faster. This will help to lower down the handling time as well as to offer superior customer experience to George Lim. So assuming that George is happy with the resolution, so what the service agent can do next is basically to close the case. In Salesforce, we can create an automation to actually help to close the case. This will hinder the service agent from -- this will help to reduce the manual workload of the service agent so that it can actually increase their productivity. So next thing I wanted to do is that instead of closing the case, I would like to know more about George Lim. So I can easily navigate to the Account 360 page and understand more about George Lim who actually works for Omega Tech. So under the Account 360 is basically a consolidated view all the sales, service as well as billing and invoicing information, things like currently open and present and historical information about George and Omega Tech as well as all the activity, past history and so on and so forth. This will basically help the service agent to understand the account more so that he can actually better serve the customer. So this is the end of my demo. So I have just, like, showed to you how marketing sales and service can actually work under the same connected platform, managing the same customer at the same time. So over to you, Teck Yang.

So what Kok Leong has shared is a connected, unified platform that gives you a single source of truth about your customer. Beyond helping you to find more leads, win more deals and keep your customers smiling, the Salesforce platform provides you with the flexibility to meet you where you are today. Regardless of your size and stage of growth, we have a solution for you. Even as you grow your business, our platform can scale along with you. Speaking of the connected platform to help find, win and keep customers, we have done just that with one of our customers. Aureus Academy, a Singapore homegrown music school, was founded in 2013 and grew to more than 21 centers across Singapore. A few fun facts about Aureus. They are helping more than 18,000 students to sharpen their musical skills and all their centers are solely operated by them, and none of them are franchised. It gives me great pleasure to welcome Ivy Wu, Associate Director of Operations at Aureus Academy, to share more about their journey with Salesforce. Ivy, thank you for joining us today.

Hello, Teck Yang, thank you so much.

Ivy, so really appreciate you spending some time with us today. And we all know that you have been on Salesforce for some time.

And in your opinion, what are some of the biggest challenges that small businesses are facing today and the opportunities to embrace technology at their various stages of growth?

So yes, in my opinion, definitely to provide quick service, but at the same time, to maintain personal touch to each customer, I think this is the biggest challenge that all the businesses are facing right now. And from my point of view, I think a business cannot conquer these 2 challenges without a system that's able to provide a single source of truth. So just using our front desk team as an example. Before Salesforce's in place, we need to check on multiple different systems to get a whole picture of the customers' background, like invoices in the billing system, e-mail and another. So after we migrated to Salesforce, everything in one place, so it's actually a lot more easier for us to provide a quick yet customized service to all of our customers.

I see. Thanks for sharing that. So it seems like currently, you are using Salesforce across the various teams and functions, and you're also doing many of these things that we have spoken about doing the session today. So since adopting Salesforce, you have seen revenue growth of 300% in 5 years. What would you attribute that to?

Yes. Okay. So actually, we noticed a huge difference after we switched to Salesforce in terms of the operation process. So one of the example is that before the Salesforce, we need to use multiple systems just to complete an enrollment, to create invoice in the billing system, to create lessons in our scheduling systems. But right now, when we are doing enrollment, all we need to do is to fill up an enrollment form. So it really makes everything a lot more easier and allow our front desk team to kind of like switch their focus to a different tasks to, for example, like engaging the customer, building better relationship with the customer and also to plan the growth of the centers. So I feel like that's something we noticed a huge difference after switching to Salesforce. And another thing I'd like to highlight is the app. So after we switch to Salesforce, we are able to launch our own Aureus app to all of our customers. And actually, right after that, we noticed this drop on phone calls, lesser e-mails coming in also, because right now, the customer can just cancel, reschedule their lesson on their own, very easy and without coming down to our center, without calling in. Yes. So we have more than 5,000 lessons canceled, rescheduled through our app every month. So just imagine that you have to do that manually by our front desk team.

I see. And just to clarify, this app that Aureus has, is it being built on the Salesforce platform?

Yes. So we use a system called Heroku. So it's very easy to see the data from our Salesforce. So if there's any change or any update, it's quite easy for our tech team to launch it and to upload it also.

I see. Glad to hear that our Salesforce Heroku platform is helping you achieve your business goals. And on that note, right, it's interesting that you talk about the cancellation of the lessons and all. So is this part of your process of trying to meet or even exceed the expectations of your customers? So what is the context like in your business to allow for these cancellation policies?

Yes, definitely. Exceeding the customer expectation is something that we're working on. We try to achieve it every day. So one of our policies, actually, if the customer would like to cancel and reschedule a lesson, they need to give us 4 hours' notice. So 4 hours before the lesson's start time. But we kind of understand that something happen quite last minute, especially for families with younger kids. So with the help of the Salesforce, we are able to look through the customers' data, the past record without spending too much time before making the call to see that if we are going to give exception to a certain case, to certain customers. And usually, by giving a quick response with exception, the customers, usually, are very happy about that.

I see. Thanks for sharing that. And I would presume that in running this business, since you now have all your data in one single place, which is on the Salesforce platform. How are you then utilizing this data to run analytics, to inform your strategic decision? And how has this been for, not just yourself, but also your management team?

Okay. Yes. So these data are actually very, very useful nowadays in our company's operations. So we rely on it from checking how many students enroll on the certain package, how is the center doing, how is a teacher from this team doing. Basically, almost everything we rely on this. So with this data -- this data from the system is quite accurate. And at the same time, it's not that hard to pull it out from the system compared to the previous system that we used before. So it really helped us to set a realistic target for our front desk team, for our managers and also for our teachers. And also at the same time, we are able to provide a more accurate forecast to our shareholders, yes. So it really helped us a lot.

I see. I see. So, Ivy, what is your #1 success tip for winning new customers or keeping your customers happy?

Okay. So from my point of view, it's definitely to provide the best experience for all the customers, so regardless it's a new customer or an existing customers. And also to keep it in mind that the customers' preference, they might change. They might go look for other product, other service in the market. So we have to keep ourselves on the toes all the time, make sure that we are using the technology in the right way. We are providing the customer with the experience that they are expecting or beyond their expectations. So one of the things that we are doing right now is we are proactively sending out customer survey to all of our customers, regardless of their status, either they are just a new customer, they haven't completed the enrollment yet, or they've been with us for quite some time. And actually, this is quite easy to do so -- because the system can provide a category for different customers' data through the system, like, we can target certain customer for a certain survey, for example, that a customer haven't done the trial lesson yet, and then we send out one type of the survey. And after they've done the trial lesson, we send out another type of the survey.

So I think it also helps with the daily tasks. The automation and all can, actually, to begin, right, to help automation a bit better. But beyond that, would it be -- I think in our earlier conversations before this webinar was being done as well, right, we kind of talked about how there are more plans for Aureus to have even more centers in the coming year. So how does this -- how does the Salesforce set up that you are having help to fit within this plan as well?

Okay. So I think Salesforce, in a way, because once we set up all the centers, all the package in the system, everything just around, very smooth. So whenever we have a new package, new promotion or, say, a new location, like, coming up, we are able to kind of like just do it -- just copy paste and then to apply, too, the same protocol to the same policy. So I think that's something really helped us in a way to scale the business, to grow the business.

Out of curiosity, right, you talk about how easy it is to just copy-paste your setup or rather to replicate your processes when you open up a new center with all the data are still being retained and captured within Salesforce, right? Do you have a sense of how long does that take you, maybe for your teams to get a setup done like that, right?

So whenever we have the new promotion, let's say, once confirmed by our sales and marketing team, from what I see, it's around a half-day time for us to kind of like create all the package that will be available for all of our centers. So I think, in the very ideal scenario, and most of the time it's that when we have something announced in the morning, then we can get things done in the afternoon and we can start the promotion even on the same day in the afternoon.

I see. Glad to hear that efficiency and productivity has been increased significantly, so good to hear that. And just to close off our session as well, like, if there's any finality that you can give to our audience today, what will you do in the early stages if you were just starting your growth journey now? Would Salesforce still actually be a solution that you might be exploring? Or no worries, let us know if any regrets as well, so we can keep that open.

Yes, sure. I would say definitely, the automation process. Salesforce really, really helped us a lot in past couple of years. So actually, the migration process is quite challenged for us now going live. I feel like this is the time and effort a business must spend on. Because, I mean, we see the significant improvement in terms of the operation process after we switched to Salesforce. So I think that's something, I would say, maybe to keep in mind that whenever doing a planning for a company plan, not only for tomorrow, but for a longer term, for future. And then I think in that point of view, that will allow a company to scale faster in a way. That's my point of view.

I see. So really appreciate you taking the time off to be with us today, Ivy. So I think with that, hopefully, the audience can also have a glimpse into how a company, like Aureus, scaled from us when they were just a few centers all the way to the 21 centers, all on the Salesforce platform. I'm sure there will be many questions that will be coming from the audience. And with that, right, we will open up the floor to the audience for any questions for the Q&A session that's coming up next. So feel free to post your questions in the chat box over there, and then we will take it along the way. Thank you.

Thank you. Thank you so much.

All right. We have some questions streaming in now. Just give us a moment to digest it. Very first question is, okay, I heard Salesforce is expensive and takes some time to implement. I'm looking for a cheaper self-implement solution so far. Does Salesforce actually have something like that? So firstly, thank you for that question. Great question. We get that very often. To get it out of the way, Salesforce, there's usually this misconception that Salesforce is only meant for big customers, big companies. But that's not true. That's also one of the reasons why we are having this webinar here. We actually have a dedicated team that helps support answer the small, medium businesses. And recently, we also launched a new solution suite that is targeted for small, medium businesses like yourself. So it's really a case where Salesforce started this Pro Suite. It's meant to be able to quickly get your team started through self-implementation and where there is a guided onboarding on-screen so that your teams can actually get it done all on your own. And from a price range perspective, it actually starts from USD 30 per user per month. So that's certainly something that's affordable. But I think more importantly, right, this is really just to get you going on the foundational [ ever. ] Even as your business scales, as your strategy changes, there's always that option to expand the usage of Salesforce on your end. Because as a platform, we are able to scale and grow along with you, okay? We have another question for Ivy. So this question, interesting, before you adopted Salesforce, how many CRMs have you evaluated? And what was your thought process like?

Yes, I think it's a very good question. I think from what I remember, at least 2 other systems that we had explored, and one of the key reason why we end up with Salesforce is because the automation process. So there are different stages of the customers' status or when a customer approach us at Aureus Academy. Previously, in our -- the CRM system that we are using, we need to update the status manually one by one. But right now, it's based on -- the enrollment data, it's based on which center, which package they enroll. The system can help us automatically update it, so that prevent human error in a way, and that also help us with the accuracy of the data. So in the event that we want to blast out our newsletter, blast out the e-mails to the customers, we know who to target and then we can focus on those customers quite accurately.

Okay. Great. Questions are starting to stream in a little more. I think we have one more from Saung. Saung, you're asking, how can you actually manage this data in Salesforce, right? Like, how do you actually push all of this raw data into Salesforce in the first place? So again, this is something that we get very often. One thing to bear in mind first, right, is that Salesforce is an open platform, so we are always able to connect with other systems as long as they are willing to offer that same handshake to us. So typical integrations that we tend to do for other customers, let's say, integrating into your accounting software, into your ERP system, for instance. Then that's where you can be pushing other information into Salesforce as well where Salesforce remains as the single source of truth for you to run the necessary analysis. So I think the beauty about it is when you tend to -- when you start to see data being consolidated in 1 place, it's really a place where imagine the account analytics that you can perform. So this is really one of the key things over here as well. Okay, I hope that answers it. The other thing as well is that one question that we are getting is that what is Salesforce doing around this AI wave? How is your AI different from what's the available in the market? So yes, AI is a big word that we are hearing these days. A point to note, AI is not new to Salesforce. What we are seeing now is more of the more of the generative AI wave. But for the longest time, we have been doing predictive AI. And I think the key differentiating thing, right, to bear in mind, I might be oversimplifying it to you, is there are, perhaps, 2 key benefits, right? We allow you to use your own large language models for AI. You can bring in anything that you want around it. And the second layer, right, is around the data piece, right, whether data that besides Salesforce's or you're pulling in external data all into 1 place for the AI to work its magic, right? We are able to unify all your data, harmonize it all in one place. And the most important thing, right, is that we have a trusted layer here. So it's really a case where as you are using, let's say, our GPT capability, plus you can rest assured that none of your data will ever be sent out of the Salesforce platform. It will all be retained within here. It will not be available to anyone else for that matter. So that is that. And of course, there, we have a ton of capabilities around sales GPT features, service GPT features and all, right but we are happy to follow up with you post this session to share a little more, right, around our AI capabilities. And let me see. Any other questions? So please keep it coming. If you have any other questions from us. Okay. We have another one on what are some of the key differentiating points between Salesforce and other CRMs that's out in the market right now? So I think first thing first, we are the world's #1 CRM. So we've been around since 1999. In fact, this is our 25th year anniversary. Beyond that, right, I'll be honest here, there's a case where some of the key capabilities that we have, the other CRMs may also have it. But typical things that we hear of, like, why customers eventually decide on Salesforce is really around the scalability of our platform. So think of it as there's a lot of plug-and-play model to it, right? If you only need a sales solution, for a start, you can start off these things. But down the road, if you require advanced analytics, if you require service, you require marketing solution, you can continue to extend on the Salesforce platform with this data all residing in one single place. This is also example of how Aureus has done it. So Aureus, they didn't start with us on day 1 with compete blank. We did progressively add on things along the way, even to the extent of eventually developing their customer-facing mobile app on top of the Salesforce platform. So this is really a path to take? Quick answer to that would be it's a scalable platform that can grow according to your needs and you do not have to switch systems in between. And one last, I would say, statement that I actually heard from a customer, right, recently when I asked them why they decided to go with Salesforce, right, they said, it's all about do I want to buy right or buy it twice. So that's something to bear in mind as well, okay? And one more -- hold on. Okay. There is another question around the our language capabilities as well. So whether Salesforce have multilanguage capabilities, let's say, in both English and Chinese. The answer is yes. So we do support multi-languages in our platform as well. So for all our other ASEAN friends, we do -- you are able to change the Salesforce platform into the language [Audio Gap] The other one that we that we've had here is -- yes. Okay. One more question. Interesting question around Slack. So we did not quite talk about Slack here as well. But Slack is actually a Salesforce product as well, so it's really a case where Slack is a central place for all the communication to happen. Think of it as a productivity tool, a searchable knowledge base, right, that we can be utilizing. So it really helps your team to collaborate better. And this can also be seamlessly integrated, right, with the Salesforce platform. I'll give you an example, right, when Slack comes into the picture. So let's say we receive a very complicated customer inquiry. So you know that you will involve multiple teams and all the integration between Salesforce and Slack right can actually kick in, where with a click of a button, this case can be swung to multiple other members of a team where they can work together collectively to quickly help to resolve this customer's inquiry, so that's really just an example, okay? Okay. Gerald has another interesting question. Will anyone be able to download the entire customer database as backup? so yes, you are definitely able to export out the data. So we -- you are able to do that and the interest here is -- or rather, from a Salesforce viewpoint, the data is yours. Yes, we are not interested in that. So you are free to export it out any time you want. And yes, that's something that you can do. Now we -- it seems like we have some technical folks in our audience as well. There is another question on, can I create a custom report in Salesforce system? Of course. So when we think about reports, right, it's -- we are not talking about any codes or any difficult pivot tables to run on Excel, et cetera. It's not that, right? It's really about selecting the right views, click and drop, search, and that's it, you're able to churn out custom records. The guiding principle here is, right, as long as the data is being captured in Salesforce, you are able to slice and dice it any way you want to generate the ideal report a year after. In the interest of time, we will take one more question and then subsequently, feel free to get in touch with us or you can -- or rather, we will follow up with you thereafter as well to help you address this after this webinar. Okay. We have a question from [ Hailey ]. I think it's just interesting as well. So we talked about how the advantages of Salesforce's scalability and open ecosystem. So how is this actually applied to SMBs, where there's a smaller group of salesperson in the initial market? So I think, Ivy, she has answered this question as well. I will add on to say that beyond the scalability and the open ecosystem, right, is that we can meet you where you are, to start off with a solution, right, that is rightsized for you. So what would highly recommend for SMBs is to really check out our latest product offering, Salesforce Starter Suite and the Salesforce Pro Suite, something to get you started on a very quick, and I will say, cheap way. So it's really a case where you can get it going with a smaller group of sales persons first. Use that to track, to get into the cadence, into the habit of using a system to make data-driven decisions. That's one. And as you grow your businesses, you can always explore other solution but you don't have to start big. You can always start with a more foundational platform for this, okay? So I think with this, we are coming to a close for this webinar. Thank you for this ton of questions that we are receiving. We may or may not address all of them but we'll be sure to get back to you on this. So thank you for making time for this. And it has been a pleasure to have you here with us today. Thank you.