I still remember the day I first encountered Salesforce, about 15 years ago. I was at Yabsta Digital in Bermuda, juggling multiple roles – admin, sales, marketing – you name it. Logging into Salesforce for the first time was a real eye-opener. Here was a tool that could actually organise client interactions and automate some of the more tedious tasks that were eating up my time. For a small agency like ours, it felt like a game-changer.
That first login set me on a path that took me from Bermuda to Australia and beyond. Looking back, it’s striking how much both Salesforce and my own career have evolved in parallel.
In Australia, at a smaller RSI, I got involved with some of the region’s early Salesforce Field Service implementations. That was a trial by fire, but it gave me a deep understanding of how Salesforce could fundamentally reshape business operations, particularly in optimising field service and improving the customer experience.
Later, at a global GSI, I faced a different kind of challenge: demonstrating the value of Salesforce to colleagues and clients, especially when other platforms were in the mix. Each proposal became a learning experience, a way to articulate how Salesforce could address specific business needs. It was during this period that I really started working with MuleSoft. Connecting disparate systems and making sense of fragmented data became a key focus. One project that stands out involved integrating a client’s legacy ERP with Salesforce via MuleSoft. This gave them a unified view of their customer data, which significantly improved communication between their sales and finance teams. The JAPAC Partner of the Year award we received was a bonus, but the real satisfaction came from seeing the tangible impact on the client’s business.
My time with an ISV provided another perspective, showing me how specialised solutions within the Salesforce ecosystem could further amplify its capabilities.
Joining Salesforce felt like a natural next step. Since then, I’ve had a front-row seat to innovations I couldn’t have imagined back in Bermuda. What continues to fascinate me is Salesforce’s constant drive to evolve, from Data Cloud’s ability to unify customer data to the growing influence of AI across the platform.
Which brings me to why I’m particularly excited about Agentforce. Over the years, I’ve seen firsthand how crucial it is for businesses to have connected data, efficient workflows, and intelligent insights. Agentforce seems to be addressing these needs in a really interesting way.
For example, I can see how a Healthcare Agent could streamline patient intake, not just by automating scheduling, but by leveraging patient data to provide more personalised care recommendations. Similarly, a Banking Agent could not only assist with loan applications but also provide real-time account insights, empowering customers to better manage their finances. Or consider an Operations Agent, which could optimise work order routing for field service teams, ensuring the right technician with the right skills is dispatched to the right place at the right time.
These are just a few examples, but they illustrate the potential of Agentforce to create tailored solutions for specific roles and industries. It’s not just about automation; it’s about using data and AI to make things work more smoothly and intelligently.
From those early days of sending basic emails in Bermuda to now seeing the emergence of Agentforce, it’s been quite a journey. As we head into 2025, I’m genuinely interested to see how Agentforce develops and the impact it has on businesses. It feels like a significant step forward, and I’m excited to see what happens next. If you’re curious to learn more about how Agentforce is being applied in different scenarios, you can find more information here: https://www.salesforce.com/au/agentforce/