Only one week after Salesforce CEO took office Mark Benioff promises to surpass SAP As a global leader in enterprise applications, co-founder Park Harris called ServiceNow indirectly by describing the upcoming Slack acquisition as a “human workflow.”
In my weekly Cloud Wars Top 10 rankings, Salesforce ranks 4th, SAP ranks 5th, and ServiceNow ranks 7th.
About two years ago, ServiceNow captures the concept of “digital workflow” As its unique position in the sharp enterprise cloud application and platform business. With the arrival of CEO Bill McDermott 20 months ago, ServiceNow has indeed improved this positioning, even promoting the concept of “workflow” as a verb, such as “Let’s handle it” .
Therefore, I think it’s no coincidence that Park Harris, the co-founder of Salesforce, praised Slack’s strengths and eagerly looked forward to completing the proposed acquisition last week while describing Slack as a “human workflow” during the Q&A session of the investor conference.
In the past few years, I have heard Slack describe many, many things, but I have never heard of it being called “manual workflow.” I don’t believe in coincidences, especially in cloud wars.
This is what Harris said in a conversation with Bank of America technical analyst Brad Hills on June 10. He asked Harris about his vision and plans for Slack after the transaction is completed later this year .
“At Salesforce, we use Slack in customer service, and as you can imagine in the pandemic, everyone works from home. So we use it for what we call “case clusters,”” Harris said .
“So you have an online agent, yes, they can answer the phone, they can also answer the chat, our chat bot is running, all our technologies are working, and many customers have achieved great results in this type of call center. Success. Soon, we hope we can add Slack to the portfolio.
“When one of our customers has a problem and everyone is at home and everyone is scattered, how do you bring a group of experts together?” Harris asked.
“Well, you need a tool like Slack, which is basically a manual workflow. It gathers humans together in this dialogue interface and is carried out at a digital speed, so it must be carried out quickly.
“So we have had great success in how to use Slack, and we have a lot of ideas on how to use the technology after the transaction is completed. Once it closes, we will show our ideas to the world.”
Earlier, Parker shared a scene suggesting that this “manual workflow” will play a role in the entire Salesforce organization.
“When this transaction is completed, we are happy to unite the two companies and use Slack technology to help customers think about people’s sales? How do they do services? How do they do marketing?”
Salesforce has shown a willingness to give up with the world’s largest and most powerful application companies, especially SAP (as mentioned above), Oracle, and Microsoft.
I suspect that when Mark Benioff is considering how to double the size of his company to $50 billion in the next four years-this is what he publicly promised to do-he took a few glances at the development of ServiceNow Broad space and decided that it is time for Bill McDermott and the company to engage in some head-on competition.
Therefore, in the near future, please don’t be surprised to see Salesforce/Slack’s “manual workflow” conflict with ServiceNow’s “digital workflow”.
There is no doubt that the big winners will be business customers who benefit from all the innovations that are generated in the fierce competition.
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