Recently, we interviewed Jason Lawrence, CEO and Founder of SalesFix, an Australian-based Salesforce Gold Consulting Partner. He has been in the business process improvement industry for 20 years and he shared with us some of his most invaluable insights for improving your business.
SalesFix has more than 10 years of Salesforce experience, focusing on data management, accounting services, business analysis, marketing and sales. SalesFix works with small and medium-sized businesses that are investing in digital transformation projects – helping them to collect Excel spreadsheets and paperworks and integrate them into an online solution to improve overall business results.
Tune in to learn more about SalesFix and its expertise in Salesforce.
Wayne Bucklar: This morning, I’m joined by Jason Lawrence, CEO and Founder of SalesFix. Jason, welcome to the show.
Jason Lawrence: Hi Wayne, thank you very much for having me. This is new to me so I’m looking forward to see how this progresses.
Wayne: What does Salesfix do for their clients?
Jason: So we are a Salesforce Gold Implementation Partner. We implement Salesforce for our customers who then use that to improve the customer experience their customers get when interacting with them.
Wayne: Explain to us in brief what Salesforce does.
Jason: Salesforce was set up in 1999 as a customer relationship management product. Basically looking after leads from your website, accounts, contacts, sales opportunities and customer services through case management or tickets. It’s now grown into a much more extensive platform where we could do business process improvement across the whole entire back office as well.
Wayne: How does Salesforce rate against other CRM products?
Jason: Number one. If you look at the Gartner Quadrant on a number of different scales, definitely it’s the number one customer relationship management product. But it’s also, as I say, a pretty extensive platform. To call it a customer relationship management solution only, now would be disingenuous to the products and the platform. It outsells Microsoft, Siebel, and SAP quite extensively.
Wayne: Jason Lawrence, how long have you been in the CRM business?
Jason: Well actually, I’ve been in the business process improvement for about 20 odd years. I was actually a management accountant working within organizations like P&O Ferries, Laing O’Rourke Construction, RadianScore Initial, City Link, and in the UK as a management accountant. So not doing any compliance accountancy, all looking at business processes – improving, reducing costs, increasing methods to increase revenue and profitability. I came across Salesforce about 10 years ago when I logged in once a month to run some reports.
Wayne: And it just hooked you in?
Jason: Yes, not that first time but the second time when I moved from P&O Ferries to Laing O’Rourke where I evaluated Salesforce amongst, at the time, Sage CRM, Microsoft, Siebel and SAP, and Salesforce I felt won heads and tails above the rest. We implemented it at Laing O’Rourke over a couple of years, and then I moved across here to Australia where definitely, instead of doing accountancy, I decided to run and do some Salesforce consultancy work. And I really enjoyed that back in 2010 and it’s just grown from there.
Wayne: What is Salesfix’ customer base?
Jason: We work with small and medium-sized businesses that are investing in digital transformation projects. Now they might be retransforming after they’ve been through a number of transformations themselves or new transformations. So basically taking Excel spreadsheets and paperwork and putting them into a platform, a database, an online solution which is what Salesforce is to automate that and improve their customers’ outcome. And the industry-wise, that spreads across non-for-profit, manufacturing, retail distribution, health, and education, so we’ve worked with quite a lot of different industry businesses.
Wayne: How can Salesforce be implemented in small businesses?
Jason: So generally, micro businesses don’t find the value because they don’t have the multiples of people that they’ve got to cost save. Although, we do have a number of small businesses that worked with us for such a long time that their entire back office process is being managed by Salesforce. And that’s enabled them to grow without having to grow the number of employees, whether that’s onshore or offshore, in the same proportion of their size, scale and growth and their turnover.
Wayne: Is Salesforce multi-currency and multilingual?
Jason: Definitely. One of my first projects was actually multi-currency and a multilingual project. We don’t come across a lot of multilingual projects in Australia, and U.S., and European based. A lot of their staff also work in the English language. We’ve got one manufacturing retail customer in Hong Kong, Korea, and Japan. And part of that solution specifically around HR interestingly has been translated into multi-language.
Wayne: That would have been an interesting challenge.
Jason: Yes. Luckily, for the world that it is today, it was quite easy to extract all of the metadata which is what we call it, all of the fields that we had written in English send them off to a service that was able to translate it into three different languages for us, and then we uploaded that back into the system and the system manages where it presents the different screens and the different languages based on the locale of the user so it wasn’t actually too hard.
Wayne: For customers who are looking at moving to Salesforce, when is the best time for them to contact Salesfix?
Jason: They can contact us even before they’ve bought Salesforce licenses. So we can help them try and solution design and optimize the license purchases. There’s so many different licenses that Salesforce have across their platform from sales, cloud service, marketing cloud, some industry specific licenses, health cloud and financial services cloud. And then there’s third-party applications as well on the AppExchange. There’s hundreds of hundreds of applications on the AppExchange from free to very, very expensive. So we can give them some advice on what’s the optimal mix of different license types and also make it clear what the cost of implementation could look like. And also what the cost of maintaining, and servicing and continuous improvement on the platform for the years to come.
Wayne: Being a cloud-based solution, does Salesforce guarantee data security?
Jason: The biggest security hazard in Salesforce is its users. If you want to learn anything about Salesforce’s security, you can go to trust.salesforce.com and it has an extensive array of how Salesforce manages security, how it looks after its data centers. It has got a number of approvals from government agencies around the world and that will give you a lot more trust in the platform. But the biggest risk to security of an implementation is the system administrators, and the users and the way it’s been set up and configured and also what the users do inside the application.
Wayne: That’s interesting, isn’t it? That the weakest link is the people.
Jason: Yes, definitely in this case.
Wayne: Jason, for people who want to get hold of you, what’s the best way for them to reach out to you?
Wayne: Thanks for being with us today.
Jason: Thanks you so much indeed Wayne, speak soon.