LEADING THROUGH CHANGEin the Professional Services IndustryStay Resilient in Times of Change

May 2020

Actions Professional Services Firms Need to Take Now

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Customer Success Stories?

Overview Is Disruptive Change Imminent for Professional Services?

Contents

01

02

03

04

3

5

7

9

2LTC | Professional Services Industry

Overview

Is Disruptive Change Imminent for Professional Services?

The Way Professional Services are Provided is ChangingThe professional services sector will most likely see a change in how it conducts business after the COVID-19 pandemic. The self-imposed or mandated quarantines are forcing firms to handle business in small isolated groups, allow employees to work remotely, and stay connected through the use of telecommunications and technology.

As the world is bracing itself for the longer-term impact of the Coronavirus pandemic on our economies, companies, individuals and societies, the professional services industry will be both positively and negatively impacted at once:

There will be Winners and Losers In the process of navigating the legal, regulatory, and ethical responsibilities of this pandemic, new business will be driven to many law firms, accounting, assurance, consulting service providers, technology advisors and providers. Working from home, or working in an office in a small group of people, has not been that hard for them, and their activities continue with fewer business disruptions.

However, many other firms will take some hard hits and experience extensive losses, as many clients' priorities are shifting, projects are being cancelled or delayed, and cost reduction measures are being put into place. Those firms that are very hands-on with clients and run a business model requiring them to travel to work at their clients’ sites, will have to figure out new ways to maintain their business activities and stay connected with colleagues and clients while limiting or even halting travel.

Actions Professional Services Firms Need to Take Now

Overview

3LTC | Professional Services Industry

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Overview

Is Disruptive Change Imminent for Professional Services?

Accelerating Digital TransformationWe are already seeing the impact of the current crisis by an accelerated digital transformation within some organisations, where ‘never waste a good crisis’ has become a popular mantra. Working remotely, connecting with employees and clients virtually, getting document signatures digitally, and many more tools and solutions are being implemented to help firms get by. Digital is therefore key to helping companies become more resilient in the short-term and to preparing them to get back to normal operations and full recovery quicker.

4LTC | Professional Services Industry

DISCOVER SOLUTIONS THAT CAN HELP YOU TRANSFORM QUICKER

Salesforce Care Solutions Work from Home with Quip, for free Work.com solutions to help businesses reopen the workplace

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Actions Professional Services Firms Need to Take Now

Accelerating Your Digital Transformation

⦿ Develop new and innovative business models (e.g. virtual consulting)

⦿ Favour flexible organisational structures

⦿ Become more client-centric, with targeted initiatives to solve specific client needs

⦿ Implement agile working practices (e.g. employee autonomy over working pattern)

⦿ Deliver services efficiently and smarter (e.g. remote troubleshoot before on-site visit)

Technology can help Professional Services companies build resilience to face the downturn but also remain competitive in the long run. Now more than ever Professional Services companies need to invest in digital solutions, address the changing expectations of all their stakeholders, and implement new ways of working.

5

⦿ Accommodate work-from-home and collaboration tools

⦿ Automate processes to alleviate non-value adding activities, repetitive tasks, etc.

⦿ Lay a solid foundation for delivering a virtual support (e.g. remote field service)

⦿ Become more data-driven with analytics

⦿ Invest in AI & Machine Learning capabilities to confront & adapt to the post-crisis reality

DIGITALIZETHE BUSINESS

⦿ Ensure employee safety

⦿ Engage closely with customers to understand their needs and priorities

⦿ Adopt modern technology to appeal to Millennials’ tech-savvy nature

⦿ Focus on the importance of on-the-job learning and reskilling

⦿ Empower decision makers with data to take informed decisions

ADDRESS CHANGING STAKEHOLDERS’ EXPECTATIONS

IMPLEMENT NEW WAYS OF WORKING

LTC | Professional Services Industry

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Actions Professional Services Firms Need to Take Now

Accelerating Your Digital Transformation

6LTC | Professional Services Industry

of CEO’s time currently spent on activities that

machines could do1

25%would stay at a

company longer if it invested in helping

them learn2

94%of businesses say that implementing flexible work has made their

company more productive3

85%

LEARN HOW PWC DIGITALLY TRANSFORMS ITS GLOBAL BUSINESS BY PUTTING PEOPLE FIRST

PwC is a Trailblazer PwC digitally transforms its global business by putting people first.Read more

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Source: 1. Harvard Business Review 2. LinkedIn report 3. International Workplace Group report

How Salesforce is Helping Our Customers Become More Digital

Become Your Customers’ Trusted Partner And Advisor

7LTC | Professional Services Industry

“Professional services firms must go through their own digital transformation before they can truly help their customers.”

Our vision for Professional Services firms is that they need to become...

by providing customers with intelligent forecasts and proactive advice.

by providing a personalized interaction with all stakeholders (customers, employees, candidates,...) at any touch-point (find, win, keep).

TRUSTED PARTNERS

TRUSTED ADVISORS

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

8LTC | Professional Services Industry

Salesforce is committed to supporting and accompanying our customers on their path to digital excellence by helping them:

OPTIMIZE CUSTOMER AND EMPLOYEE ACQUISITION AND LIFECYCLE

OFFER SEAMLESS ENGAGEMENT EXPERIENCE

IMPROVE PROCESS AND OPERATIONS EFFICIENCY

Salesforce is supporting its customers throughout the entire sales cycle, from lead creation to payment and invoicing, and AI-driven forecasting. We are also helping companies manage their employee lifecycle (find, recruit, onboard, train, engage, offboard).

Our tools are enabling our customers to stay closely connected to, and create a seamless engagement experience for their customers, the employees, as well as for all other relevant stakeholders.

Salesforce is helping customers become more efficient and effective in the way they do their business and deliver their service, with the help of digital tools.

See how PageGroup creates personalized candidate experiences - Watch video

See how Robert Half is reimagining the way they connect their external stakeholders with a new digital experience. - Watch video

See how SPIE SMART FM solution revolutionizes the way buildings are run and managed - Watch video

LTC | Professional Services Industry

How Salesforce is Helping Our Customers Become More Digital

Get Inspired By Our Trailblazers

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Learn More About How Salesforce can Help Your Company

Browse here to get access to many more exciting stories from our international Trailblazers!

Learn more about how Salesforce can help:

Work from Home with Quip, for free

Work from Home Trailmix

Thursday, June 4, 2020, 13:00 CET

Session: Professional Services

Join Now

Webinar: Leading Through Change (Nordics edition)

Salesforce Care

Actions Professional Services Firms Need to Take Now

Overview

How Salesforce is Helping Our Customers Become More Digital

Want to Learn About Other Professional Services Stories?

Leading Through Change in the Professional Services IndustryApril 2020