Leaderspeak
Innovation – Key to Digital Transformation
Driving Growth and Agility in a Rapidly Evolving Tech Landscape
In today’s digital-first world, businesses must constantly evolve to stay competitive. The shift towards digital transformation is no longer an option—it’s a necessity for survival. As a leader in an IT company, I’ve witnessed how technology has fundamentally changed how organizations operate, communicate, and grow. From cloud computing and AI to big data and automation, the opportunities to innovate are endless. However, the key to unlocking these opportunities lies in a company’s ability to harness technology in a way that drives real, measurable outcomes.
Digital transformation isn't just about adopting the latest tools—it's about creating an integrated strategy that aligns technology with business goals and prepares companies for the future.
Yasar Ali Hashmi
Principal, Salesforce Practice –
MENA Region
Innovation as a Core Business Driver
Innovation is at the heart of any successful IT company. To stay relevant in a rapidly changing environment, we must consistently innovate—not only in terms of the technology we offer but in the way we approach problem-solving and customer service.
In recent years, cloud computing and automation have become game-changers for businesses across industries. Cloud platforms allow for unprecedented scalability, flexibility, and cost savings, while automation reduces manual processes, freeing up human resources to focus on higher-value tasks. Leveraging tools like Salesforce, Azure, and AWS enables organizations to integrate their systems, scale operations quickly, and improve overall agility.
But innovation doesn’t stop with technology. At the heart of digital transformation is the customer. Every solution we develop must be customer-centric, designed to meet the unique challenges our clients face. By building customized IT solutions, whether it’s a CRM integration, a data migration project, or a fully automated workflow, we enable our clients to achieve greater business outcomes.
The Importance of Collaboration and Agility
Digital transformation initiatives require close collaboration between IT teams and business units.
Clear communication, cross-departmental collaboration, and a deep understanding of business needs ensure that technology implementation is not just effective but adds tangible value to the organization.
One of the biggest challenges we face as an IT company is managing change. As technology evolves, so do client needs and expectations. This is where agility comes in—our teams must be adaptable, able to pivot when necessary, and always ready to embrace new ways of thinking. Agile methodologies, such as Scrum or Kanban, enable us to deliver projects incrementally and with a higher degree of flexibility, ensuring that we can quickly respond to feedback or changes in the market.
A culture of continuous learning, where teams are motivated to expand their technical skills and explore new technologies, keeps us ahead of the competition.
As leaders, our mission is to empower organizations to navigate their digital transformation journey by providing the right mix of technology and expertise.
Digital transformation is not a one-size-fits-all process—it’s a tailored approach that aligns with the goals and vision of each client. By harnessing the power of technology and fostering an agile and collaborative environment, we can unlock new opportunities for growth, efficiency, and success for our clients. The future of IT lies not in the technology itself but in how we leverage it to create lasting business impact.
Welcome Aboard
Suraj Patange
Senior Salesforce Consultant,
Pune
Your Favorite Quote: "If you fail to achieve your goal, change the strategy not the goal."
If you write a book on your life, what would be the title:
All is Well
What are you looking forward to at Infoglen:
Opportunities, career growth and achieving new heights.
Shrikant Bagal
Salesforce Technical Architect,
Pune
Your Favorite Quote: “Your life is your canvas, and you are the artist. Make it a masterpiece"
If you write a book on your life, what would be the title:
Masterpiece in the Making: Designing My Dream Life
What are you looking forward to at Infoglen:
I'm excited about the opportunity to design scalable, innovative solutions that drive business transformation, collaborate with diverse teams, maintain a healthy work-life balance, and grow continuously within Salesforce’s dynamic ecosystem.
Webinars
Dr. Adhir Mathur
Leadership Coach and Trainer
Think Beyond the Box: Master the Art of Design Thinking
On 4th October, Infoglen organized a webinar on Think Beyond the Box: Master the Art of Design Thinking. The webinar was led by Dr. Adhir Mathur, a seasoned leadership coach and trainer. The session helped participants:
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Get an understanding of the design thinking principles, process & framework.
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Improve personal effectiveness by becoming a more empathetic solution provider.
Siddharth
Digital Marketer
Swipe Smart: Turn Your Credit Cards to Reward Making Machines
On 25th October, Infoglen organized a webinar on Swipe Smart: Turn Your Credit Cards to Reward Making Machines. The webinar was led by Siddharth, a freelance digital marketer. The session aimed to help participants:
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Learn to differentiate between cash back, points and miles programs.
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Identify credit cards that align with your spending patterns.
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Adopt techniques to maintain a good credit score while maximizing rewards.
Poll Power
Which of these benefits of AgentForce excites you the most?
The Poll Power section brings to you the results of Infoglen poll on LinkedIn with active Salesforce and CRM community members on important and current topics related to Salesforce.
The Delighted Clients
CRM Trends
Salesforce AgentForce: The New Wave of AI Revolution
Anam Alam
Associate Manager - Marketing
AgentForce is Salesforce's latest cutting-edge AI innovation, launched in September 2024, aimed at enhancing business automation, improving employee productivity, and revolutionizing customer interactions. With its deep integration into Salesforce’s ecosystem, AgentForce is built to autonomously assist with various business tasks across sales, service, marketing, and e-commerce. This AI-powered tool allows companies to leverage automation and AI reasoning at scale while integrating seamlessly with existing data systems.
Key Features of AgentForce:
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AI-Powered Decision Making (Atlas Reasoning Engine): The Atlas Reasoning Engine is the brain behind AgentForce, designed to mimic human thought processes. It processes user queries, retrieves relevant data, and builds actionable plans, making decisions autonomously. This AI is capable of reasoning and executing business tasks, ensuring actions are grounded in trusted data for optimal results. This reduces the need for manual intervention and enhances business processes by making precise, real-time decisions.
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Seamless Data Integration with Data Cloud: AgentForce utilizes Salesforce’s Data Cloud, which integrates structured and unstructured data from across the enterprise without the need for copying data into new environments. This "Zero Copy" feature makes it easier for companies to manage and access vast amounts of data, which in turn fuels AgentForce's AI-driven actions. Businesses can leverage customer insights and past data for real-time personalization and smarter decision-making.
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Comprehensive Automation Tools: Automation is a key selling point for AgentForce. It works with Salesforce's existing automation tools, including Salesforce Flow, MuleSoft, and Apex, to extend automation capabilities further. Whether automating routine customer service queries or optimizing sales follow-ups, AgentForce enables businesses to scale their processes without needing additional infrastructure. By tapping into existing workflows, companies can enhance both speed and accuracy in service delivery.
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Low-Code Customization: Businesses can easily customize and deploy agents for their specific needs using Agent Builder, a low-code tool that allows users to define tasks, write natural language instructions, and automate processes without extensive coding. This means non-technical users can create intelligent agents for tasks ranging from service to sales development within minutes. Model Builder also allows companies to integrate custom AI models or bring their own AI solutions into the Salesforce environment, offering even greater flexibility.
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Out-of-the-Box AI Agents: AgentForce provides pre-built agents for a variety of roles:
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Service Agent: Capable of resolving customer issues without pre-programmed responses, making customer service more efficient.
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Sales Development Representative (SDR): Assists in engaging prospects by handling queries, scheduling meetings, and managing objections using CRM and external data.
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Campaign Optimizer: Automates the full marketing campaign lifecycle from creation to optimization, ensuring that campaigns are personalized and data-driven.
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E-commerce Personal Shopper: A digital concierge for personalized product recommendations, which enhances the customer shopping experience in e-commerce environments.
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Real-World Example: Revolutionizing E-commerce
One of the standout applications of AgentForce is in e-commerce, where companies like leading retailers have started utilizing the AI's personal shopping assistant capabilities. For example, by using AgentForce, a company can deploy an AI-powered "personal shopper" to assist customers 24/7 with product recommendations based on past purchases, preferences, and real-time inventory data. This tool not only enhances the customer experience but also drives higher conversion rates and reduces the time customers spend searching for products. Early adopters of AgentForce report a 15-20% increase in customer engagement rates and a significant boost in customer satisfaction due to the more personalized shopping experience. Other use cases of AgentForce includes:
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Financial Services: Banks and insurance companies can automate customer inquiries, loan approvals, and fraud detection using AgentForce, boosting efficiency.
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Healthcare: Hospitals may use AgentForce for automating scheduling, patient records, and telehealth consultations, increasing capacity by 20-30%.
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Manufacturing: Manufacturers could optimize supply chains and implement predictive maintenance with AgentForce, reducing downtime and operational costs.
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Retail: Retailers can enhance personalized shopping and automate inventory management, improving customer satisfaction and reducing stockouts.
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Telecommunications: Telecom providers could streamline onboarding, automate billing, and technical support, reducing customer service time by 25%.
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Travel and Hospitality: Airlines and hotels may use AgentForce to personalize travel services and automate guest check-ins, improving customer experiences by 20-35%.
References:
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Salesforce Investor Relations
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Salesforce Ben
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Cyntexa.com
Events @ Infoglen
Infoglen Confluence October 2024
On 24th and 25th October, Infoglen hosted its annual team connect, a vibrant event that brought together team members from across the organization. This event was preceded by a week-long leadership summit, where leaders delved into strategic discussions on vision, delivery excellence, leadership development, and the company's three-year growth plan.
Our CEO, Haroon Ahmad, and the leadership team set the tone with inspiring talks that challenged us to envision the future of our company. A special highlight was the insightful session by Mr. Manoj Chugh, a technology veteran, who shared his wisdom on leadership, AI, and the importance of continuous learning.
Our Head of COE Chandan Prusty, a multi-certified Salesforce expert with a passion for Data Science and Java, shed light on the transformative power of AI in various departments. Drawing from his rich experience at leading tech companies, he showcased how AI can revolutionize workflows and boost productivity.
We celebrated the achievements of our outstanding team members in Q3, recognizing their hard work and dedication. A dedicated session on our CSR initiatives reinforced our commitment to giving back to the community.
The event concluded with a fun-filled song jam session, fostering camaraderie and team spirit. We're grateful for the opportunity to connect, learn, and grow together.
Success Story
Achieved Operational Excellence for Valet Living
About The Client
Valet Living, a leading full-service amenities provider for the multifamily housing industry, required a digital transformation to address several operational challenges. They sought to create a more efficient & effective ordering process and service scheduling solutions that could scale.
Problem
Inefficient Order Processing: Valet Living struggled with an order processing system that was inflexible and not scalable, leading to delays and inefficiencies in handling customer orders.
Complex Product Management: The existing product management structure was overly intricate, resulting in data volume issues and inefficiencies in organizing and maintaining their product catalog.
Manual Appointment Scheduling: The lack of automation in appointment scheduling and resource management was a significant challenge, as it slowed down operations and resource allocation.
Pricing Complexity: Valet Living had difficulty managing and standardizing pricing across a wide range of products and services due to different units of measure, pricing dimensions, and variations in the product catalog and service markets.
Manual Invoice Management: The manual intervention required for invoice management, including tax calculations, added significant overhead to their operations and was prone to human errors.
Scalability Bottleneck: The proliferation of products and pricebook structures was creating a bottleneck for business growth, making it difficult for Valet Living to expand its operations and scale effectively.
Solution
Work Order Validation & Improvement:
Introduced better validations and list view capabilities for work order review.
Enabled automatic approvals for work orders meeting specific criteria.
Implemented a reconciliation process to ensure data consistency.
Service Resource Addition & Automation:
Created a single-page interface for adding technicians, automating background Salesforce admin actions.
This included user creation, SFS permission assignment, service resource creation, and skills assignment.
Product Master Simplification:
Simplified product and pricing management with a customized product configuration approach.
Introduced a price calculation logic for different product variants, including tax details.
Appointment Scheduling & Automation:
Incorporated rules for assignment, including availability, customer preference, travel time optimization, rating, and skill matching.
Made auto-assignment configurable and enabled manual reassignment.
Order Entry Screen Improvement:
Developed a custom LWC page for product selection and configuration, improving user experience.
Designed the UI to minimize clicks and data entry, ensuring data quality.
Onboarding Portal Revamp:
Migrated non-Salesforce applications to Salesforce and customized solutions for them.
What's Cooking?
Fruit Custard
A refreshing blend of fresh fruit and creamy vanilla custard. This no-bake dessert is perfect for a healthy and easy treat any day of the week.
Ingredients
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2.5 cups whole milk
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5 tablespoons sugar
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3 tablespoons custard powder
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3 tablespoons whole milk warm or at room temperature
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1.5 to 2 cups chopped mixed fruits (apples, mangoes, banana, pears, strawberries, pomegranate)
Directions
Making custard sauce
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Take milk in a thick bottomed pan or saucepan and keep it on the stove top. Bring the milk to a gentle heat or simmer.
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Whilst the milk is getting heated, in a small bowl, take 3 tablespoon warm milk from the saucepan. Add 3 tbsp custard powder.
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You can opt to take the 3 tablespoons of warm milk from the milk which is getting heated up in the pan or warm 3 tablespoons milk separately in a microwave oven or on the stove top.
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With a whisk stir very well to make a smooth slurry or paste without any lumps.
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When the milk has come to a gentle heat, add the sugar. Stir very well so that the sugar dissolves.
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Keep the heat on a low and then add the custard paste at a time in small portions.
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As soon as you add one portion of the custard slurry or paste, stir quickly so that lumps are not formed. Finish off all the custard paste this way.
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Keep on stirring often while the custard is cooking, so that lumps are not formed. Cook for about 5 to 6 minutes on a low heat.
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The mixture will thicken slowly. For a thicker custard, cook for a few more minutes. Allow the custard to cool at room temperature. Also keep in mind, that as the custard cools, it will thicken more. You can also keep the custard in fridge to chill it before adding the fruits.
Making fruit custard
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Chop the fruits. Use seasonal fruits. Avoid citrus fruits and melons. The fruits I used – apples, papaya, banana, strawberries and pomegranate.
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Once the custard has cooled, add the mixed fruits. Combine to mix.
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Serve fruit custard garnished with some more fruits and pomegranate arils or add some chopped nuts or dry fruits.
To share your favorite recipes with all Infogleners, send it to us at
Up Close & Personal with Arun
Arun Kumar, our Salesforce CPQ Developer from Noida, shared insights from his personal life
Arun
IB: What is the sweetest memory from your childhood days?
AK: Spending time with my grandmother and my large extended family.
IB: What is your time management mantra?
AK: The secret of getting ahead is getting started.
IB: What is a hidden talent you have?
AK: I would prefer for it to stay hidden!
IB: If you could get a new skill in 10 minutes, what would it be?
AK: To solve a Rubik’s Cube.
IB: What is your favourite pastime?
AK: Travelling and shopping.
IB: What if you had six months of paid vacation? Where would you travel?
AK: I would go on a Europe exploration trip
IB: What are the kind of books you like to read or movies you like to watch?
AK: I would rather watch OTT shows like Mirzapur and Gangs of Wasseypur.
IB: What's the one thing you like about Infoglen?
AK: The processes, a culture that promotes equality and a leadership that is always ready to support.
Celebrations
Birthdays
Premsai Balisetty
5th October
Sarita Nayak
15th October
Divyansh Oze
15th October
Akash Garg
23rd October
Deepak Chopra
24th October
Suraj Patange
25th October
Ezdhan Hussain
27th October
Aamena Ahmad
28th October
Kartik Kulkarni
29th October
Work Anniversaries
Vinod Gandla
8 Year
Anam Khan
3 Year
Sohil Shah
7 Years
Urvashi Dagara
7 Years
Rahul Dev
5 Years
Deepa Mohite
4 Years
Maharshi Oza
3 Years
Naushad Ahmad
3 Years
Shivangi Kandpal
3 Years
InfoQuiz October
Questions
Name two agile methodologies used in project delivery.
Which Salesforce Cloud was used to add and automate service resources for Valet Living?
What is the name of the new platform that Salesforce launched at Dreamforce 2024?
Please email your answers to: aamena@infoglen.com & shivangi@infoglen.com to win a PRIZE
Hint: Most answers can be found on our website.
Answers of August InfoQuiz
How did Infoglen streamline digital contract signing for Vision Management?
Infoglen used integration with Docusign to streamline digital contract signing for Vision Management.
Where did Infoglen plan trees in September, as part of its GreenGlen Reforestation Project?
At a government school in Madhapur, Hyderabad.
Who completed 8 years in Infoglen this October?
Vinod Gandla
Winner of
September InfoQuiz
Khaleel Shaik
Editorial Board: Chief Editor - Fenil Shah; Editor - Aamena Ahmad;
Designer - Tarun Gupta & Roshan Kandari
We welcome your suggestions/ideas - aamena@infoglen.com
Infoglen LLC, 100 Century Center Court, Suite # 301, San Jose, CA, 95112
Email: contact@infoglen.com, Phone: +1 408 642 5329