Contents WELCOME TO THE EMEA ISV INDUSTRY 01. Utilities ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5 BOOKLET FOR UTILITIES 02. Horizontal ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . 6–19 93% of CIOs and IT Leaders say that in order to compete, they need Sales ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 improvements in customer experience and customer facing technology.* Service ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 To achieve this, initiatives to improve system integration and security are Marketing ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 considered vital. Employee Engagement ISVs . . . . . . . . . . . . . . . . . . 18 AppExchange applications speed up and ease integration as they are built on the same platform as the Salesforce Customer 360. This enables CIOs to break down 03. IT Infrastructure ISVs . . . . . . . . . . . . . . . . . . . . . 20–24 silos and securely integrate data and systems to achieve a single 360 customer Backup ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 view and therefore drive seamless customer experiences. DevOps ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 The AppExchange further aligns with CIO priorities by providing industry-specific Security ISVs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 applications that further enable digital transformation in their sector. Usage and Adoption ISVs . . . . . . . . . . . . . . . . . . . . 24 The utilities industry has seen a movement to diversify business by providing 04. Get in touch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 customers with value-added services that help them to live more energy efficient lives. To facilitate this, companies are undergoing a digital transformation, implementing solutions that enable them to create a truly omni-channel experience and allow them to serve millions of customers effectively at scale. The AppExchange has over 7,000 apps and certified consultants. This booklet highlights some of the ISV solutions in utilities that have the ability to execute in EMEA (Europe, Middle East and Africa). Virginia Matassa VP ISV Partner Sales EMEA & APAC Salesforce *Salesforce Research analysed survey responses from 100+ technology leaders worldwide