 from San Francisco. It's theCUBE, covering Conga Connect West 2018. Brought to you by Conga. Welcome back everybody, Jeff Frick here with theCUBE. We're in downtown San Francisco at Salesforce Dreamforce. They're saying it's 170,000 people, take public transit, do not bring your car, do not take Uber, grab a Lyme, grab a bird, whatever you need. So we're excited to have a practitioner. We love to get customers on. We love to talk to people that are out here actually using all these tools. And our next guest, we're excited to have Becky Bastion. She's a senior, Forrest.com developer for BD, which is Bechton Dickinson, Becky, welcome. Thank you. So what type of products do you work on? So, I mean, primarily we're a Salesforce.com platform, right? And we'd have a lot of add-ons with Conga, DocuSign, you name it. We're doing an Aptus CLM and we also use Oracle CPQ. Anything that connects to the Salesforce.com platform, you can imagine we'd probably use it. And you've been developing on Salesforce for a number of years, look at your LinkedIn history. So you've got a lot of experience with the platform. Just a little bit of perspective, how this conference has changed, how Salesforce is a platform from just a pure play kind of Salesforce management system, which is what it started, CRM, to what kind of it is today. Yeah, I mean, well, the conference has changed astronomically obviously over the years. Would you say it was 170,000, right? It's crazy. That's crazy. So logistically, it's a little tough to get around, but it's so much fun and there's so much that you can learn here. And it's just increased over the years, like the content has gotten better. There's more focused areas, which I really like, like I'm a developer at heart, so I really focus on that. But as far as the platform itself, I mean, it's really grown, you can do anything with it. You know, at BD, we even have done things that are completely custom, like our entire implementation team for one of our business units runs out of Salesforce.com as a project management application. So we don't just use it for sales, right? Or marketing, even when we use it across the board for implementation, and now we're getting into the service aspect as well. Right, so we're here at the Conga event, and we talked before, we turned the cameras on, you're using the Conga tool set in kind of a unique and slightly different way than some of the applications we've heard. I wonder if you could share some of the applications that you use and how you use them. Sure, so one of our primary uses of Conga is actually generating documents that our customers are facing that really educate our clients, our clients, and then it also helps us with some of the data that we're gathering for our product development. But what we do is we go out to the client side and we're actually sometimes in an operating room or at a catheter injection or a blood draw, multiple things that we actually gather data on via another application called Fulcrum. We pull all that data back into Salesforce, and then we use Conga to generate the documents that our customer are facing. So with that, it really empowers our business as well because they have full control over that Conga document so they can make the changes that they need to without involving IT, and we just kind of hook it all up in the back end for them. Right, it's really a new kind of world in terms of the opportunity to go gather data on your products, whether it's connected via an application or different things as opposed to back in the old day you made it, you shipped it, you send it out to your distributor, and you had no idea how the end users are using it, how the doctors are using it in this case, but now you've got kind of this opportunity to do more of a closed loop feedback back into the product development. Yeah, it's not only a product development, but we're actually educating the hospitals on are you using the product to, you know, what we actually manufactured it for? Are you using it for something entirely different? Are you using it the wrong way? So it's actually an education tool back to our end customer and saying, hey, this is where you can improve, you know, operating procedures basically. Right, so another hot topic that we hear about all the time we go to all these conferences is bots. And you talked about, you guys are doing some interesting with bots again, leveraging the cong application probably not necessarily in the way that some, I didn't see bots on their product sheet. So tell us a little bit about that application. So we have a bot where our sales reps can basically enter some information into an Excel spreadsheet. It's kind of for a quick quote for a customer and the bot will crawl that spreadsheet and feed it back into sales, sorry, into SAP. What we found is that our sales reps are having a hard time, you know, getting the right customer number, getting the right, you know, contact information and things like that where the bot would fail if they didn't have the right information. So what we've done with Conga is we generate that Excel spreadsheet from salesforce.com. So the sales rep is on an opportunity and they generate the bot, they generate the spreadsheet, they fill out the rest of the information and then it gets sent along its way and it creates the order in SAP eventually. So it's really, it's, you know, cutting out some human error. Right, so does the bot fill in the missing data or just, it just flags that you've got to make complete stuff you have to fill in? Yeah, so the rep is really, you know, we're passing in as much as we can for the rep. Right. They're having to manually enter some things like what product and, you know, what quantity and things like that. And then the bot crawls it and throws it into SAP. So it's just an easier way for a rep when they're sitting out on site with a client, right? They can actually put it in an Excel spreadsheet which they love. Right. Of course we're trying to get them away from the sales spreadsheets anyway. But let's go ahead and automate some of it for them so it cuts out that error. It's a really interesting story because, right, it's often a battle, you know, to get the salespeople to work in Salesforce as opposed to report in Salesforce. Right. You're really kind of bridging that gap, letting them work in Excel, which isn't necessarily their preferred solution, but if that's what they're doing and then integrating that back into the automated system. It's hard to change that behavior for sure, but, but yeah, by giving them the bot, we're actually making them go into Salesforce that gets them more comfortable with it and I think a way to kind of drive user adoption. Right, and I'm sure you can see kind of a future where AI is going to enable more and more kind of automation of all the little bits and pieces of that process going forward. Yeah, absolutely. And I think too, what we talked about with gathering all that data, that's one of the things with Einstein that we're really interested in, especially at Dreamforce this year, is learning more about Einstein and what we can, you know, what we can do on the platform with all the data that we have gathered. Right. So the other thing you mentioned before we turn on the cameras, it's again a kind of a new technology, is voice. And obviously with the proliferation of Alexa and Google Home and OK Siri and all these things, voice is going to be an increasingly important way that people interact with applications. Yeah. So you kind of look forward down the road, what are some of the opportunities you see there where you can start to integrate more potential voice control into the applications? I think it kind of goes back to our sales reps again, where, you know, they're on site, if they can, you know, talk into their phone really quickly and say, update this opportunity amount. I mean, that's great. It gets them, again, into Salesforce. It's going to drive that user adoption. I saw a session on it earlier today and I thought it was pretty cool. So I think they'll be excited about that. We're also implementing a field service for Lightning. So we have our actual, our text to get dispatched out on site. So I can really see them using that on the mobile experience as well. So the dispatch is going out through Lightning and then the management of the service call is also happening inside Lightning? Yeah. So we're implementing service cloud right now and the next phase will be implementing field service for Lightning. So we're now dispatching out of SAP but we're looking to move it entirely to Salesforce. Wow. Okay, so if Mark Benioff came in and sat down, there was a guy that looked just like his brother here earlier. What would you ask him? What kind of magic wand you've been developing in this thing for a number of years? Would you say, Mark, love it, love it, but could you just give me a little of this and a little of that? I'd say show me the roadmap and no safe harbor. Tell me it's actually going to happen. I think mobile is where we're always really trying to figure out where Salesforce is going and I think they've really improved but offline capability is something that has struggled with Salesforce. We have to rely on other apps that write back into Salesforce. And so it'd be nice to be able to eliminate those other offline applications and just use Salesforce.com for that offline caution because a lot of times we're at the hospital and there's no wifi, there's no connection. So we have to have that offline capability. Still kind of the soft underbelly of cloud based things until the 5G is coming. We're just at the AT&T show and we'll have 5G, 10X the speed, 100X the speed. So good stuff. All right, well Becky, well thanks for taking a few minutes and keep coding away. Thank you. All right, she's Becky, I'm Jeff. You're watching theCUBE, we're at the Conga Connect West at Salesforce Dreamforce at the Thirsty Bear downtown San Francisco. Come on by.