Salesforce x Slack
Leading the conception of the modern sales team workflow.
Client
Salesforce
My role
Product Manager
Location
San Francisco, CA
Problem Statement
Salesforce has long been the system of record for sales teams. Then the pandemic made Slack their communication hub. The result was a fragmented workflow, with reps switching between platforms to get their work done. Critical updates are often lost or outdated.
My Role
I was brought on as product manager soon after Salesforce acquired Slack. I was tasked with defining and conceptualizing the hybridization of Salesforce + Slack to increase the efficiency of the sales team workflow.
UX Research
I began with open-ended interviews across the sales team: managers, reps, and operations. I wanted to understand the biggest frustrations and blockers in their day-to-day work.
User Insights
Sales representatives revealed that their most-dreaded task is recalling their week's updates from Slack to input into Salesforce on Friday afternoons.
Solution
I held three rounds of meetings with sales reps from Salesforce client companies to gather product feedback early and often. Among the solutions I tested with users, the following three were received with the most enthusiasm.
1. Slack-native option to send update with tags, notes, and attachments to Salesforce
2. In-conversation AI assistant prompts updates from conversation context: "Would you like to update Acme Corp to Deal Stage 2?"
3. Salesforce-native Slack summarization
