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

Hello, everyone. Welcome to this webinar today on the Power of Two, where we're going to deep dive into how Salesforce and Slack together can help drive success for your sales organizations across ASEAN. My name is Dale Micallef, and I lead product marketing for Slack here in Asia Pacific. And I am really, really excited to be here with you all today to hopefully inspire you and to rethink how work happens at your businesses. But before we get into that, just a reminder that Salesforce is a publicly traded company, and customers should base all their purchasing decisions based on products that are currently available. So thank you. Thank you all for being here with us today and dedicating your time to learn more about Slack and Salesforce. For the Salesforce and Slack customers in the audience, thank you. Thank you for putting your trust in us and for choosing to partner with us. We know you've invested a lot of time and money in Salesforce. So we really do hope you can learn more about how to maximize the investment with these 2 incredible solutions that we're going to show you today. And for those of you not using Slack and Salesforce, thank you as well for being here with us to learn more about this new way of working with Salesforce and Slack together. We have an incredible lineup of speakers for this event today, experts from both Sales Cloud and the Slack team joining us. And so we're going to bring one of them on right now. So to kick us off, I'm going to hand over to the Senior Director of Solution Engineering, Vijay Iyer. Vijay, over to you.

Dale, nice to meet you and everyone in the audience. So excited to join you all in the Power of Two conversation, right? In my job as a Solution Engineering Director at Salesforce, one of the coolest thing is to be interacting with business leaders from all over the world. I have been talking to technical evangelists, business users, sales users and everyone. I get to understand what's top of mind for them. One of the biggest things that's on top of their mind is the changing and evolving buyer expectations. Now more than ever, the expectations of personalization and having omnichannel engagements are top of mind. What does this do is to overwhelm your sales team. Your sales team are expected to know everything, be on top of everything, be more productive, participate in customer conversations with all the insights they have and bring in their personalized experiences to the market. It's a tough world out there. We are hoping data-driven organizations or AI holds the answers to solving these challenges that are there. 70% of organizations are on this journey, right? And we believe 94% of them will have technical challenges of consolidating the tech stack. Many of them believe that the answer lie in leveraging artificial intelligence to solve the problem, but it is not going to be easy, right? Building a winning sales tech stack is overwhelming. There are so many things that you need to worry about. As a sales team, you're not just looking at your sales application to maybe log your activities and look at your opportunities. You might be using a forecasting application, you might be logging into your ERP to find a status of an order or invoice. You might be using Slack or Teams or other applications to collaborate. There are so many applications to deal with. 65% of sales rep are overwhelmed with just having too many tools. 45% believe they would use AI if and only if it is there in the flow of their work. AI is there to assist and augment people's jobs, and that's what we are here to talk to you about today. But navigating this AI noise is difficult. It's not just been a year now since OpenAI and ChatGPT came and changed the entire world. Since then, I have forgotten the number of acronyms I had to deal with. GPT, LLM, LAM, RAG, oh my God, so many of them. But the only one thing that's top of mind for business leaders, CIOs, CTOs and everyone else there is ROI, return on investment. Am I -- do I have right tech stack? Am I consolidating my tech stack in one single place? Do I really need to DIY my AI applications? Do I need to get on the path to harness the power of artificial intelligence? Is there ROI in having such disconnected disparate systems? That's the problem that Salesforce is hearing from our customers and we are trying to solve today. Let's take a step back, right, and look at the different waves of AI. About 2014 and 2015 was the first wave of AI with predictive intelligence, right? Salesforce launched Einstein just right at that time. We started things like predictive lead scoring, opportunity scoring, Einstein forecasting. That was fantastic. Then came the world of copilots, which were assistants. They were there to maybe draft an e-mail for you. That was wonderful. But what if we're bringing the power of predictive AI and the copilots and just get the job done? That's the world of autonomous agents. That's where we are now. We are in the world of third wave of AI, where agents will be looking out for us, agents with autonomously identified top priority leads based on predictive lead scoring and automatically create that e-mail that you need to send so that you can focus more on building those relationships with your customers, right? We need to maximize human potential. That is the underlying goal of everything that Salesforce wants to do with our sales applications, service applications, Slack and everything else. We want to make sure that you are able to sell faster and you're able to have be more productive. Second thing, we want to make sure your workforce is as augmented with the right technology to do that. These are the 2 topics that we'll be talking about today: how do we more productive, how to enhance your workforce. Let's start with the first one. How do I augment my sales team? Because that's the most coolest thing. That's the world of agents. How can I make sure I leverage technologies like Salesforce Agentforce, which we'll talk about shortly, to augment my sales team to be more productive on the field. The idea is to make sure that you not just use agents, but you are able to autonomously reach out to customers at the right time, schedule meetings and do a whole lot more, but the underlying technology that is going to make this happen is the good old Sales Cloud that many of you here on the call have been using for the last 25 years, right? Sales Cloud is the world's #1 CRM application, right? It does everything from prospecting to lead closure, from enablement to creating sales programs. And it runs on the same infrastructure, which is a Salesforce platform, which is the #1 AI CRM. Now sitting on top of Salesforce Sales Cloud is Agentforce, the autonomous agents. Humans and agents will come together to drive success for your customers. They are going to be here to drive more pipeline and drive more deals to closure. So we want to talk about how humans and agents can come together to drive success. And I want to talk to you about Agentforce for sales today. Agentforce is our autonomous platform, a platform that harnesses the power of not just predictive and generative AI, but creates a suite of applications that does autonomously engage customers to solve problems. And one of those applications that we're going to talk about is the Agentforce for sales, SDR, Sales Development Rep. Let's take a look at what this actually tries to solve, right? Many of you here are joining this webinar, a couple of hundred people joining this webinar. And many of our organizations that we talk about is how do I convert this marketing generated and qualified lead to a sales qualified lead because the pipe is huge. So webinar is a couple of hundred people. Just imagine when you're going to a conference like Dreamforce where we launched Agentforce. There are a couple of 50,000 people joining in, how do I automate the process of getting all these leads and process them through the funnel from generation to nurturing to everything else, right? That's essentially what a lot of our sales teams, our telesales rep, our inside sales team are solving for, right? They have to do a lot of steps as they progress these leads through the funnel, right? They want to be engaging prospects immediately once they've shown their interest, they want to qualify them and see if they're interested. And based on how the level of interest is, we need to be nudging them through the pipeline, nurture them. Especially if you are in the B2B business, you need to have a great nurturing program that sends the right content at the right time, sends the right brochure, sends the right e-mail. And when it's at the right place, it will convert it into a real opportunity that your sales team can take over and go close the deal. This entire process is a complicated process, it's time-consuming process. And many times, a large percentage of these leads will be dropped out. So you need to be, as an inside sales rep, focusing on the right leads at the right time, right? That's exactly what Agentforce SDR does, right? It allows you to create an autonomous agent that nurtures leads on behalf of you. It personalizes every conversations across every channel. It automates prospecting with confidence, and it's so easy to set up and customize and deploy for your companies, right? I think there's a question here from the audience. I think everyone is super excited about SDR. Is SDR now available in Asia? Yes, SDR is available in Asia now. And I think -- and one of the key things when we talk about Agentforce SDR, especially in the world of autonomous agents, we always say there are 5 key things that's super important when you look at autonomous agents, right? Because autonomous agents have the tendency to learn and evolve and respond and connect to customers on their own. But we want to make sure we define their role. We define what they're supposed to be doing, right, and define what knowledge that they have access to, what are the product literature that they have access to, what is the CRM data that they have access to, whatever we need to have a more enriching conversation. And once they do look at the data, what are the actions can these autonomous agents perform, right? Can they convert the lead? Can they send and schedule a meeting looking into the actual account manager's calendar? But one of the most important things that we want to be doing is to define the guardrails. When an agent is able to autonomously respond on your behalf, you want to make sure they're only doing things they're supposed to be doing, which is what can I do, when can I engage, who can I connect with if I don't have answers to these questions. These are the guardrails that we let each of our customers define and deploy. Once you set these agents up, you can turn on which channels can they engage customers with, right? There's another question here from one of the customers is, is Agentforce only available for sales? What other agents are available? Great question, right? So Agentforce is a platform. We are doing 2 things for our customers. We are prebuilding a suite of applications that customers can deploy really fast. So we have Agentforce for sales, has something called Agentforce SDR, which we'll be showcasing a demo right now. And then the Agentforce Sales Coach. Every sales rep will have its own personal sales coach to tell them to test out their ideas and their pitches, not just one time, but a million times before a customer meeting. We're also launching something called Agentforce Service Agents for your customer service use cases. But the best part of it is each of these agents are fully customizable to do the jobs that you want it to do. And the second most important thing, we also provide you with an agent builder to create your own agents. So if you want to build an agent from scratch, let's do it. So these are the solutions that Salesforce is providing with our Agentforce platform. Now let's take a look at this in live in action, right? The next demonstration is going to be around Agentforce SDR, and Andrew from our sales team is going to kickstart this process. Over to you, Andrew.

Hello. Today, I'll be taking you through a demo of Agentforce for sales. As you will see through this demo, these trusted autonomous agents are able to scale the sales team by accelerating tasks, nurturing pipeline, coaching reps and much more. Let's start off first with the sales development agent. As we all know, every organization has thousands of leads that they can't scale to handle. AI agents are here to help by augmenting your team and nurturing all of these leads. Let's start this demo slightly differently, which is from the setup itself. As you can see here, the setup is done quickly via clicks and not code. Compared to a traditional bot where we will need to train it with thousands of utterances and build complex decision trees, agents can be deployed very quickly to provide your organization with fast time to value. Here, I just need to assign it with a set of permissions and a human manager. And next comes the customization stage. Here, we are giving the agents guardrails so that they are working within the constraints for your business. You are able to set the tone of how it engages and what topics it's supposed to handle. Now comes enablement. Right here, we are giving the agents the exact same materials that we will enable our sales reps on, things like product FAQs, case studies, white papers and sales pitch. This is being powered by Data Cloud's vector database. By using retrieval augmented generation, this converts the unstructured data into accurate responses for the agent. Now that the agent is ready, let's go ahead and take it for a spin. As you can see here, the agent has autonomously researched the prospect, factored in CRM context and sent out a personalized e-mail grounded in your CRM data. The lead responds by asking about pricing, and the agent is able to respond accurately by finding the right pricing sheets that it's been trained on. Once the prospect is ready to talk, the agent shares the rep's availability and gets the conversation scheduled in. Most importantly, the Agentforce SDR is now able to seamlessly hand off the lead to a human seller and brief them on the conversations to date. This is the power of humans working with agents. Agents can also be deployed on multiple channels as well, ranging from SMS to WhatsApp and many more, allowing the sales experience that you are delivering to meet the customers on where they want to be interacted with. At Salesforce, with trust as our #1 value with good transparency and governance with monitoring for every sales agent, and this includes tools to see and audit status of prospects, this allows the sales teams to be able to inspect and engage every single lead to every single conversation. This way, the human seller can always take over, allowing agents to work with humans seamlessly. Agentforce for sales isn't just about nurturing pipelines. It's also capable of much more, such as providing every sales rep with a dedicated sales coach to help them drive sales conversations forward with accuracy and intent. Let me step into the shoes of a sales rep. I'm currently on an opportunity record, and I can see that I have my sales coach right here where I need them to be. Seeing that my opportunity is currently in the negotiation stage, our coaching agent is suggesting to me proactively a role play such that I can prepare myself for any possible objections that I might face in my upcoming meeting. Taking up the suggestion, I can see that it's currently preparing me for the role-play scenario. And as I click on start, we can see that in real time, my sales coach is able to take me through this negotiation process, simulating how my buyers might respond, reflecting the tone and buyer characteristics using data that is stored in my CRM. I love how Agentforce Sales Coach is the nonjudgmental friend for me to practice with. As I click on end practice and I finish my role play, my coach gives me actionable feedback that is personalized with this view. As you can see, it's letting me know the overall impression, the feedback of what went well and, most importantly, suggestions on how I can improve. This is absolutely key for me as a sales rep as I make sure that I understand all of the different gaps that I might need to cover before I speak to my customer. So as a quick wrap-up to this demo, we saw how Agentforce for sales is able to help maximize your pipeline by nurturing leads through the sales development agent. And we also saw how we can give every rep a dedicated coach to help them improve even further. But it doesn't end there as the possibilities are endless for you to create your own agents to solve the challenges most pressing to you and your sales team. This is Agentforce for sales, helping you to scale your sales team to accelerate sales growth.

The next step after we do this augmenting the sales rep is assisting every seller, right? That was a fantastic demonstration from Andrew on how we can use agent for SDR and Sales Coach. But we all know not just agents solve problems, we still need to empower and assist our sellers because they still have to be more productive, build fantastic relationships and collaborate effectively within the organization to solve for problems, right? To talk about this, I want to invite back Dale and talk about how Slack can change the way -- change the game and help sellers be more productive. Over to you.

Awesome. Thanks, Vijay. And thank you, Andrew, for showing us all that and taking us through that. That's some incredible developments and innovations coming to the sales orgs through Agentforce and Sales Cloud development there. So it's pretty amazing to see what's coming. And now you're probably thinking like how does Slack fit into all of this? Well, as you heard earlier from Vijay, sales is at a pivotal moment and building, winning tech stacks is overwhelming. So this problem and these like problems that already exist, they're only going to magnify and multiply once we start to bring our agents into the team. So what if through Slack's conversational interface, you could harness all of that CRM data right in the flow of work in Slack. So that's what we're trying to do. So think about what that could mean to your sales teams, if you can quickly manage their pipeline and data right from Slack where they're already working and collaborating with their other tools and other teammates. What if -- what would it mean if everyone on your account team and your leaders can get greater visibility into deal progressions and performance without needing to open different applications. What if they are able to jump into a deal, right, they're in there, in Slack to help take action and move it forward without needing to leave Slack at all and go into another tool. All of this is going to contribute to better quality data, better decisions and outcomes and helping teams to close deals together and quicker. And this is why we see Slack as the conversational interface for Salesforce, for Agentforce, for your entire enterprise and the Customer 360 and Data Cloud for everything. Slack is that conversational interface, and it becomes this operating system for work for everyone. Now what do I mean by an operating system for work? Well, working in Slack really is a different way of working. And it's not just another communication application that you add to your tech stack. It's one place that brings all of your humans, your data, your applications and workflows and now your agents and AI together in one place, allowing you to take action in the flow of work to unlock true productivity. Now this is something that took me a little bit of time to understand what that meant when I started at Salesforce using Slack, it took me a little while to get used to this concept of Slack as your operating system. But Slack becomes where work happens and how work happens for you every day. So let me demonstrate what that means. So this year, from the start of the year to now, I've sent approximately 20 e-mails in total. Now you're probably thinking that's impossible, but it's not because Slack is where I communicate with all of the humans, all the people that I need to collaborate with from across my business, across all the people here at Salesforce and all the external people and the customers and partners that I need to work with. I collaborate with them all in Slack. So I don't need to use e-mail at all or any other communication tools to talk with them and collaborate with them. Then all the data I need to perform my role is there in Slack. All of that rich structured CRM data is available right there next to all of the unstructured conversations that I'm having with my team and my customers and partners. And then I can do things like manage budget approvals using workflows in Slack and leave requests through integrations with tools like Workday. So I don't have to go into Workday to approve lead from my team or even request lead for myself. I can do it all from within Slack. So it's all of those integrations with third-party apps right there in Slack. So you can kind of do away with all of this busy work of work and get everything done in Slack without needing to open any other applications. And now we can bring agents and AI together to allow you to get even more done and stay in the flow of work. And we'll show you what this looks like in a little while, but you can start to think about having that sales coach that you just heard Andrew talk about. Having that in Slack next to you as just another part of the team, it's really quite amazing. And in this new age of AI, this is not a nice to have, this is a must-have if you want to really unlock the potential of AI and your CRM investment. And so it starts with tools like this, like Slack Sales Elevate, where we're bringing all of that sales data from the world's #1 CRM into the flow of work. So you can have a really powerful solution for your sales team. So Slack Sales Elevate is an entirely new way of selling for teams to allow them to sell together and win more. Sales Elevate brings real-time CRM data to the place where all those conversations are happening in Slack. And this will simplify and automate work and will drive sales productivity. Now what does sales productivity mean in this context? Well, for starters, while you're in Slack, you still keep on top of managing all your CRM data. So it's really easy to update your opportunities. You can get account details and collaborate all in that one place. And so you get complete visibility into your entire book of business, no matter what device on, whether you're working on a desktop, whether you're out on the road on your mobile, it's all available there on your Slack application. Plus you also get notifications that let you know effectively how to manage -- you're managing your opportunity. So if the deal amounts or stages change or close dates move out, you can get alerts on that. So as managers, you can stay across what's happening across your entire team. So this is -- means that you can get ahead of it or at very least, you can actually take quick actions to kind of get these things back on track and collaborate together around that opportunity. And then finally, it's all about building best practices. And so with Sales Elevate, you can actually leverage flexible and configurable templates and processes and automations in Slack to make sure everyone is following the same steps and working the same way. And then all the while, this is going to give sales leaders the ability to track and report on their teams' pipelines and forecasted targets, again, all within Slack. And you can see it there on that lovely dashboard in the screenshot that's available there. So it's available now. And then we're taking that integration even further with Sales Cloud, and we're introducing what we call Salesforce channels in Slack. So this was launched at Dreamforce a couple of months ago. And Salesforce channels are a new type of Slack channel that connect team conversations with corresponding Salesforce records like accounts and opportunities. So here, you can have conversations that are tied to what people are about and such as like customers or deals or a case, making it really easy to collaborate with that context and stay in the flow of work. So with a single place, you can track progress, share knowledge and deliver for your customers together and teams to give a fuller understanding of what's happening with that customer and mobilize to meet the goals of that customer in one place. And then what you're able to do is by mapping conversations to customer data, we're setting the stage for AI to have the opportunity to be exponentially richer with the body of context that it can have because Slack AI works from everything that is stored within Slack. So by bringing in this structured data that's sitting alongside that unstructured data, Slack AI can then produce highly more relevant and meaningful results. So you'll hear about this in a little bit, but we've been lucky enough to be using this internally for a little while. And we've seen it's just removed a lot of the friction between using the 2 systems, and we're able to move things along a lot quicker. And as I said before, for people who are on the go, you can now have Salesforce in your pocket through the Slack application. So it doesn't matter where you are, it's available and it's available in both the desktop application or on the phone. So really powerful way to stay across everything that's happening in your CRM. And so we've just got a question here that's actually coming in. And so to generalize it, for teams who are already using Slack and have Salesforce, how do they get started with this functionality? So the way it works is that Sales Elevate and Salesforce channels are tied together. So it's a separate license that you need to purchase that will connect the 2 products together. But Slack has a range of integrations that are available with all of the Customer 360 applications. There are some that come right out of the box that you can just go on to the Slack application website, the Slack store, where there's over 2,500 different apps available there, and you can just download Service Cloud integration or whatever it might be, Tableau, and bring that into your Slack or we have the more advanced things like you're seeing here with Sales Elevate Salesforce channels, which do require an extra license. So again, I encourage you to talk to your sales rep to kind of learn how you can get started with that now, but it is available right now. And so what we're talking about, Salesforce channels there on the left. But on the right is very exciting as well. And this will GA sometime next year, early next year, but we're actually taking the integration a step further and bringing Slack into the Salesforce interface. So everything that you're doing in Slack or Salesforce will now be bidirectional and updated and integrated. So it's one platform from one company, and you'll be able to see it all. So no matter whether the conversation happens in Slack, you'll be able to see it in your Lightning experience; or whether you're having that conversation in Lightning against the record in your Salesforce CRM, it will then come back into Slack. So it's really exciting. And again, it's going to be a game-changer in how information flows between the 2 systems. And then finally, as you -- we spoke about earlier, imagine taking all of that productivity in the data and having AI as part of it. And now what's even better is having agents working alongside you to take action and do work on your behalf right there in Slack. So you just heard about the sales coach and the Agentforce and how that works. And I can't wait to have my own agent working with me in Slack. So it's going to be my own personal assistant or I can ask to do things, take action on my behalf, compose messages, find new data, bring it all into that Slack interface. So this is going to make talking to your CRM so much easier, and it's just going to be like talking to another teammate. So imagine while you're working on an opportunity, being able to ask that sales coach, what should I be doing next or being able to ask an agent, list me similar deals to the one that I'm working on, and it can pull and surface all of that information right there back in Slack. So you can bring all of that information into Slack and then collaborate around it. And we're not just welcoming the sales agent. As Vijay mentioned, there's a lot of other agents. And so all of those from across service, marketing, commerce, they'll all be available to be able to be surfaced inside Slack. So you'll have all of this ability to have all these agents take autonomous action right here in Slack and have trusted reasoning going along with that. So I can tell you that the thought of having all of these agents working alongside me, it's pretty revolutionary and something I never thought we'd be able to do in my lifetime of work, but it's pretty exciting what the future has in store for us. And to show you what this looks like now, I'd like to welcome Olivia, who's going to show us how it works. So Olivia, over to you.

Welcome to Slack. Channels are foundational to the way that people work in Slack, unlocking the flow information across team. What you are looking at right now is a Salesforce channel, a channel that is powered by the world #1 CRM. We have multiple tab-related information like account details or contact information. You also have things like opportunities and open cases as well. This enabled team to tap into all the powerful CRM data, insight and automation right in the flow of conversation. But what's even better is that we can meet users where they're at by bringing Slack to Salesforce. With Slack being embedded in Salesforce, our BDRs, our service agent who live and breathe in CRM can now continue to work and driving it forward as a team. Let's get back to Slack. Our teams have received an RFP, and I would need to create a new opportunity. So let's leverage this quick action right here to fill all the information needed such as name, opportunity stage, amount, close date, and we not forget to ensure that we actually have the RFP document included within our brief right here. Just like that, we have an opportunity that have been synced and saved back to Salesforce in real time. Let's head back to the main tabs right here. Having that opportunity in Salesforce actually signal our Agentforce to go into action. Here, we actually see a message from an RFP agent. Now you might be thinking, what is an RFP agent? That's a great question. If you click in the agent profiles right here, we can see that the agent actually is powered by Agentforce. And here, we can see its goals, the job to be done and the skill that it has, the knowledge that is powering it and helping me understand how it's here to support and help me and the team. This message you're looking at right now is a lot more than just a notification. Our agent actually pick an action on behalf of the team and copy RFP question into a Slack list for easier collaboration and assigning the appropriate section to different team members of the team. And once we open the list right here, you can actually see that it's actually starting to draft responses for questions that it's knowledgeable about. Instead of searching across multiple [ repository ] like Google Drive, SharePoint and other sources, we can put agent to work for us, and this is a massive efficiency gain. There's another unique benefit to bringing agent into Slack. We can now have a multiplayer experience, which means that our team can collaborate alongside each other and also alongside agents within the team channel. And because Agentforce is powered by the entire Salesforce platform, our agent can actually go to work and bring in data from multiple other systems like Tableau, for example. So let's see what the Tableau Insight actually will be able to tell us. It's actually telling us that we can be able to potentially adjust our pricing strategy for this proposal right here to increase the win rate. This Tableau Insight is actually a great example of another way the team can collaborate around Slack data. Work flow objects like this one right here allow user to have conversations in Slack around a piece of data that is stored outside of Slack. And if I'm actually the project owner or the data owner, I can actually be able to see all the places in Slack where this information has been shared and where the conversation is happening. We actually see that the team is working together right now, and they actually decided to go forward with the pricing adjustment that have been suggested earlier by our Agentforce. So the Agentforce never stopped working. As you can see right here, it's actually draft the updated pricing proposal and submitted it to our deal desk for approval and then actually shared the feedback within the channels right here for full transparency, so everybody is kept in the loop. This is AI acting on behalf of the team, but always keeping human in the know. Now the team has really great momentum, but I'm really busy and have a lot of meetings today. So I want to make sure that I come back to this later when I'm free at the end of the day. So for that, I'm going to turn into my Agentforce right here for support. What I'm going to ask right now is my Agentforce to help me out and put a reminder for any update so I can write an executive summary for the team to review. When I click on okay, it's actually working in the background right now. And because my calendar is connected to Slack, it can actually also help me create a meeting invitation so for the team later on to review the proposal. This is the power of Slack when you connect people, data and AI to transform the way as a team.

Thank you, Olivia. I mean how exciting is that to be able to see those agents working there in Slack alongside everyone just as another part of the team and being able to have those Salesforce channels bidirectionally syncing. It's an exciting world that we're coming to for these 2 products. So as you can see, and it's a very different way of working as well. But it's something that we've been doing here at Salesforce for quite some time now. And by deploying AI in Slack alongside those Salesforce channels, we've been able to enhance every Slack user's productivity by reducing manual effort, by giving them the ability to summarize activities that are happening within channels and just by providing intelligent insights from across all of Slack to help all of the sellers in our organization stay across all of those important conversations. But Slack isn't just a [ HID ] and having an impact on sales. Slack actually transforms how people work across every line of business in every industry, transforming work for all different types of companies. And we're seeing, on average, customers who use Slack for service, they see a 32% improvement in faster resolution times. And you can see there for marketing, IT, finance, HR, it's across all different businesses. And here in ASEAN, we see all types of organizations like start-ups like Nansen using Slack AI, they've been able to draft incident responses 10x faster. We've got manufacturing organizations like Pegasus, who are part of KW Metalwork, they've improved their customer retention rate by 100% using Slack. And then we've got airlines like Cebu Pacific out of the Philippines, they've been able to save 114,000 hours of productivity annually by automating their entire flight operation process. So Slack really does work for all different types of organizations of all sizes in all industries and are really transforming how they do work in this age of AI. But there's one more I'd like to highlight, one of these customers who is extremely well known to everyone across the world, and that's IBM. And so IBM has -- they really transcend geographical boundaries in the way that they use Slack. They have 250,000 global employees using Slack to accelerate the way that they collaborate with over 100,000 external partners. So that's some serious numbers that we're talking about there that are using Slack to work with not just internal people, but with people external of their organization. And what they've been able to do is they've driven operational efficiencies across that entire organization. They've got 10,000-plus custom applications and workflows that they're using, which are powering everything from onboarding to team operations, celebrating achievements, and they build that culture within their organization all on Slack. And so what they've been able to do is they've been able to adopt Slack as their work operating system, and they're integrating Salesforce tools like Sales Cloud and Service Cloud in Slack, and they're also using Sales Elevate so that the teams can surface that CRM data where they're already working with all of their partners and all of their people across the entire organization. So this has resulted in real impact to their business, and they've seen increase in seller productivity and faster resolution times. In fact, we've seen that IBM sellers have been able to lift their win rate while cutting approximately 4 days of the average deal cycle with Sales Elevate while also increasing team productivity by 33%. So it just shows that if an organization of IBM's size can do it, anyone can change how work happens and drive success and sales success at that. So we're almost at the end here. Hopefully, your questions have been answered in the chat. We've tried to answer a couple, Vijay and myself, while we've been working through the slides here. If you do want to learn more about anything we've discussed today regarding Agentforce or Slack, please scan the QR codes here and jump in and check out the resources. And don't forget, you can always get in contact with the sales team to talk to someone directly around how to get some more information and discuss any pricing options you might want to. So that is all that we have time for. Thank you to all of our speakers, and thank you to all of you for joining us. I really do hope that you were able to take some things away from it and really think about how you can change the way that you're working with Sales Cloud and Agentforce and Slack all working together with the power of those products. So thank you. We can't wait to see you again, and bye for now.