The Roadmap to Your Digital Transformation
                     Salesforce. Simplified.
The Roadmap to Your 
Digital Transformation
What You Need to Know and So Much More
Contents
Foreword .......................................................................................................................................... 3
What is Digital Transformation?............................................................................................................. 4
Why is Digital Transformation Important and Why It Matters? ..................................................................... 5
How Do Digital Innovations Relate to Digital Transformation? ...................................................................... 5
Five-Steps to a Successful Digital Transformation ..................................................................................... 6
Today’s Top Digital Strategies ............................................................................................................... 8
Digital Transformation for Manufacturers ...............................................................................................10
Digital Transformation Solutions for Manufacturers ..................................................................................12
Ad Victoriam Manufacturing Customer Story...........................................................................................13
Digital Transformation for Healthcare ....................................................................................................14
The Digital Transformation Solution for the Healthcare Industry ..................................................................16
Ad Victoriam Healthcare Customer Story ...............................................................................................17
Digital Transformation for Retail ...........................................................................................................18
Digital Transformation Solutions for the Retail Industry .............................................................................20
Ad Victoriam Retail Customer Story ......................................................................................................21
The Benefits of Digital Transformation ...................................................................................................22
Final Thoughts ..................................................................................................................................24
About Ad Victoriam Solutions ..............................................................................................................24
Resources ........................................................................................................................................25
Foreword
Is your business ready for digital transformation? Do you have a digital transformation roadmap? Does it lay a solid 
foundation for a successful transition to your future digital business? 
In order to succeed, start with a current assessment, identify gaps, then define the actions and resources required to fill 
those gaps along your journey.
In this ebook, among other important and relevant information, we are going to cover five main areas that will help you 
achieve your digital transformation:
- What is Digital Transformation?
- Today’s Top Digital Innovations
- Digital Transformation in the Manufacturing, Healthcare, and Retail Industries
- Five-Steps to a Successful Digital Transformation
- The Benefits of Digital Transformation
“Every digital transformation is going to begin 
and end with the customer, and I can see that 
in the minds of every CEO I talk to.”
MARC BENIOFF, 
CHAIRMAN AND CEO, 
SALESFORCE
What is Digital Transformation?
Digital transformation refers to the integration of digital technologies into every facet of today’s businesses,  
fundamentally changing the way businesses function on a day-to-day basis and how they deliver excellent customer 
experiences. It also creates cultural changes within companies to always challenge the status quo, experiment to find 
the right fit, and never be afraid of failure.
In the world of cloud computing, digital transformation’s goal is to reduce the reliance on user hardware while  
increasing reliance on subscription-based cloud services.
Building your 21st-century business using sticky notes and spreadsheets just won’t work anymore. It’s imperative to 
think, plan, and build on your business’s future digitally, so you can become more agile, flexible, and be well-positioned 
for growth.
As more companies begin down their road toward digital transformation, they are, first, taking a step back to ask 
whether they are really doing the right things. We hope to help guide you through your journey.
Why is Digital Transformation 
Important and Why It Matters?
Digital transformation is widespread—it’s not new, and it’s not going away. 
As a matter of fact, in MuleSoft’s 2020 Connectivity Benchmark Report, three-quarters of organizations predict that 
their revenue will go down if the digital transformation does not happen for them this year.
Engaging in the digital transformation journey is now the norm, and companies are seeing success. However, digital 
transformation for businesses is a challenge. It impacts not only industry structures and strategic positioning, but it 
affects all levels of an organization (every task, activity, process), and even its extended supply chain. Business leaders 
must constantly challenge their organizations to ensure this change can unlock productivity gains, significantly create a 
competitive advantage, and at the same time deliver an exceptional customer experience.
How Do Digital Innovations Relate to  
Digital Transformation?
Digital transformation is an ongoing process that transforms and improves business performance by changing the way 
a company thinks and operates. However, digital transformation isn’t only about the technology you adopt, but also 
involves people, process, and portfolio.
Digital innovation is the spark of creativity that leads to the development of new technologies or innovative applications 
of existing digital technologies. Digital innovation is often the precursor to digital transformation.
And we are surrounded by digital innovation. Some of the latest innovative technologies include wearable devices,  
chatbots, the Internet of Things (IoT), artificial intelligence (AI), big data, and that’s just the tip of the iceberg. The 
business application of these new-gen technologies includes, for example, an augmented reality-driven application that 
workers use to check the temperature of a piece of equipment to prevent machines from overheating or a healthcare 
company implementing AI to help better diagnose patients’ ailments. Together, these and many more innovations like 
them are changing the way we do business, from every conceivable angle.
Five-Steps to a Successful Digital Transformation
A successful digital transmission adoption depends on having a sound strategy. Businesses that have successfully  
embraced digital transformation don’t just adopt individual technologies to solve their individual problems. More often 
than not, they have a defined strategy with clear objectives to guide the transformation of their overall business.
What follows are five steps that, when mapped out and implemented properly, will help your team to develop a  
successful digital transformation strategy for your business that will reap benefits almost immediately.
Step One What is Your Digital Transformation Objective?
When adopting new technologies, there are missteps that businesses often make. First, they look to embrace  
technologies currently in use in other departments within their company, or even look to an application currently in  
use by a competitor. Second, they look to improve their capabilities without giving any thought to specific goals or 
problem areas that they want to be solved. So, in effect, they may still be spinning their wheels because it’s not solving 
their current isolated and siloed company-wide technology issues, making it even more difficult to integrate and scale 
in the future. 
The better way is to start by defining what you want your business to accomplish through digital transformation.  
Define what a successful digital transformation means for your overall business and for your customers. And make sure 
that includes what would make for better customer engagements and experiences. By establishing these objectives, 
your business can adopt the right technologies, keeping a clear focus on improving the overall business, instead of just 
individual processes. Not only does this help in developing a comprehensive strategy that involves and transforms the 
entire business, but it also avoids the siloed adoption of technologies, including disconnected legacy systems and  
unorganized databases.
Step Two Design Your Customer and Employee Experience
Now it’s time to focus on designing the experience you envision for your customers and employees. Remember, a 
proper digital transformation prioritizes and values user experiences as much as it adds and introduces new functions 
and capabilities. So, instead of only focusing on the requirements of new solutions and the constraints of your current 
technologies, your business also needs to focus on the experiences you want to provide your end-users.
For this step, your overall transformation objectives should be mapped out as specific and detailed goals. These goals 
should include how a staff member’s work can be streamlined via new software, applications, or functionalities. For 
customers, goals should be focused on things such as making a better shopping experience through your website or 
mobile app. And don’t forget to include ways your staff members can better collaborate, engage, and interact not only 
with each other but with your customers through your new digital platforms and technologies. 
Step Three Evaluate Your Current Technologies
This step will be a hard look at where you currently are and gives you an idea of where your business started in its  
journey and the gaps that need to be filled. 
Take stock of your company’s existing software, applications, and technologies. You have to determine, based on the 
objectives you established and the design you’ve created, which specific technologies need to stay active, upgraded, 
automated, or discontinued.
The goal in this step is to match the technologies with the outcomes they deliver and the problems they solve. This can 
help prioritize the technologies that will be updated in your digital transformation and align them with the objectives 
and the desired experience. It can also help determine the integration solutions your business needs to bring together 
siloed and disparate systems. 
Step Four Your Solutions and Partners
This step is centered on assessing and selecting possible solutions to meet your established objectives, your desired 
staff and customer experiences, and filling in the gaps of your existing technologies.
If you don’t have the internal capabilities to make your digital transformation upgrades and need to outsource your 
solution, this step’s main requirement is that you complete a careful and thorough review of possible solutions and  
offerings from different vendors. In addition to the capabilities and functionalities of the solutions a vendor can offer, 
they should also have a proven track record and should be flexible to work with. The vendor also needs to be able to 
provide the necessary post-sales support without delay. It’s not out of the question that problems could arise after the 
development and implementation of your chosen solution. 
Step Five The Implementation Timeline
The final step in your digital transformation plan assembles the overall business objectives, desired experiences, 
existing technologies, and possible solutions together and consolidates them into an actionable plan. A digital trans-
formation initiative takes time and resources, both human and financial, thus the reason it is often done in stages. It is 
critical to carefully plan when each action — such as a technology assessment or a vendor meeting — should be taken 
to ensure that human and capital resources are available. 
Your implementation timeline will also give all stakeholders, from C-suite executives to staff members and customers, a 
much-needed heads-up to generate support for the digital transformation initiative while minimizing disruptions to your 
business operations. A digital transformation project, like any other business project, requires continuous support from 
every corner of the organization to ensure its success.
Finally, an implementation timeline provides your business with a benchmark it can use to compare actual results with 
planned results. It also aids the project leaders in managing and governing the project.
Today’s Top Digital Strategies
Connecting the Consumer Experience
Businesses need a solution that delivers connected, personalized experiences for their consumers-from customers to 
partners to employees to developers.
Consumer Experience is at the core of digital transformation initiatives...
69% 71% 93%
Consumers who say a IT decision makers who report Business leaders who say delivering
disconnected customer experience customer experience is a top  a relevannt and reliable customer
would make them consider goal of their digital experience will be critical to their
changing service providers transformation initiatives company’s overall business
performance 2 years from now.
Source: MuleSoft Source: MuleSoft Source: Harvard Business Review
AI and Machine Learning
Investing in AI capabilities continues to increase. Businesses want to expedite and personalize customer service, reduce 
human bias, and increase productivity. They are learning that the value of AI and machine learning tools are dependent 
upon the data they are fed. They are continuing to develop a deeper understanding of AI and its impact on customer 
acquisition and retention.
Businesses are investing Prioritization Adoption of AI
more each year in 
artificial intelligence
37% +95%
say artificial intelligence projected 
is a high priority two-year growth
37%  |  High 42%  |  Currently use
40%  |  Moderate 40%  |  Plan to use within 2 years
23%  |  Lo
Source: Salesforce
Conversational Intelligence
That deeper understanding of AI includes “conversational Intelligence“ - what it is and where it is going. Whether  
people are ordering food, booking a cab or even carrying out a banking transaction, consumers are increasingly  
depending on personal digital assistants or bots to guide them every step of the way. The growing usage of smart  
devices like smart home speakers, wearables and other IoT-enabled home and personal electronic devices have  
created immense possibilities for a business to connect more effectively with their customers. 
Integrating Systems
Integration is when various applications or software programs are configured to share data in the cloud so they can 
“talk to each other.” 
System integrations are intricate, necessary, and full of opportunity. A big part of digital transformation is having the 
right integration technology in place to ensure you can quickly and easily connect and manage your full complement of 
cloud and on-premise applications and data. 
When you integrate systems, your business can streamline the transition, stay adaptive, and future-proof its  
functionalities. Connected systems also help address internal change requirements, give you a comprehensive view of 
your data, and most importantly, the ability to manage problems proactively. Without integrating your systems, key 
components of your digital transformation and business strategy will be stalled.
Digital Transformation for 
Manufacturers
Digital transformation for the manufacturing industry is often referred to as Industry 4.0, which according to Forbes,  
“will take what was started in [Industry 3.0] with the adoption of computers and automation and enhance it with smart 
and autonomous systems fueled by data and machine learning.”
So, how are manufacturers responding to digital transformation in this Industry 4.0 era? 
With data storage as affordable and flexible than ever, and advanced analytics and artificial intelligence, manufacturers 
have been given new abilities to draw insights from large amounts of data. In addition, advances in virtual and  
augmented reality, next-level interfaces, and advanced robotics are smart digital manufacturing technologies allowing 
manufacturers to connect physical assets that unleash an endless and seamless flow of data across every phase of their 
product life cycles, from design, sourcing, testing, and production to distribution, point of sale, and customer usage.
Some of the specific digital transformation trends for manufacturers to focus on now and in the future are centered 
around these six areas:
AI and Machine Learning
Today, “smart” factories with integrated IT systems are providing relevant data to both sides of the  
AI
supply chain more easily, increasing production capacities by as much as 20 percent.
Robotic Automation
In today’s manufacturing world, robot automation offers useful capabilities that mimic many human 
actions such as memory and skills.
Robotic automation also offers manufacturers growing opportunities to save on costs, enhance  
production, and remain competitive. The return on investment can equal growth that not only increas-
es profits but creates jobs for a community and savings for customers.
Speed and Efficiency Improvements
Automated technologies, such as robotic automation, are an internal part of improving speed and  
efficiencies for manufacturers. Specifically, manufacturers have the ability to optimize production  
workflows, inventory, and work in progress.
Data and Analytics
Information about supply, delivery, and customer support used to be difficult to find or cumbersome  
for manufacturers to work with. In the digital IoT era, that data is streamlined and collaboration- 
friendly, increasing accessibility for all stakeholders. Now production teams and consumers alike have 
grown accustomed to the immediacy and intuitiveness of IoT. They automatically expect the same 
from their own processes and products, requiring faster innovation from manufacturers. 
Virtual and Augmented Reality
Virtual Reality (VR) and Augmented Reality (AR) are technologies more and more manufacturers are  
initiating to make modifications and additions to their products during the product design stage. They 
can also use VR and AR to decrease inspection time and assist in detecting errors. 
Wearable Devices
The rise of industrial IoT has spiked up the demand for wearable technology in the manufacturing 
industry. Manufacturers are increasingly looking at finding wearable devices with different sensors that 
can be used by the workers to increase efficiencies. Wearables, such as augmented reality helmets or 
glasses, and more are now an active part of the real-time, data-rich environment in today’s evolving 
manufacturing plants.
Digital Transformation Solutions for  
Manufacturers
Here are the areas that a Salesforce CRM solution can help manufacturers 
transform their businesses:
> Relationship management data, predictive sales, and standardized 
sales process with Manufacturing Cloud™.
> Customer engagement, claim management, and entitlement over-
sight with Service Cloud™.
> Self-service customer portal with knowledge articles, order infor-
mation, and claim status with Community Cloud™.
> Field-based workforce optimization, dispatcher console, and work 
order management with Field Service Lightning™.
> For today’s companies looking to get ahead of the competition, 
Sales Cloud provides ample opportunities for bringing efficiency, 
effectiveness, and organization back into your sales pipeline.
> B2B Commerce™ captures new customers, increases your buying 
power and makes it easier for customers to do business with you.
> Product configuration, price book management, and automated 
quote generation with CPQ™.
Ad Victoriam Manufacturing  
Customer Story
Partner Returns for a Salesforce/MuleSoft Solution
The YANMAR America/Ad Victoriam partnership dates back to May 2017 when YANMAR,  
a recognized leader in the design and manufacturing of diesel engines and diesel-powered 
equipment, was referred to AdVic for their first project directly by Salesforce.
 
Previous Projects Recap
 
> Designing custom Lightning components to simplify tasks and increase productivity.
> Creating a seamless integration of existing legacy systems with Salesforce Sales and  
Service Clouds to synchronize data and processes to provide a comprehensive view of 
business performance.
> A Salesforce Mobile implementation to accelerate sales fulfillment and improve  
customer satisfaction anywhere anytime.
> Creating a custom-designed case resolution process and a methodology for  
converting cases into sales opportunities.
> Refactored Salesforce CPQ for efficiencies and ease of use. 
 
Recent Integration Project
 
The AdVic team’s focus was a MuleSoft® API integration that helped pass Salesforce  
information to YANMAR’s internal systems. It was centered around creating a Salesforce  
Community, whereby their distributors and dealers would have the ability to log into the  
Community and place online orders, process rebates, streamline and expedite their cases which 
transformed their customer satisfaction and relationships while increasing team productivity.
 
“This project has been 18 months in the making. It 
would not have been possible without the help of my 
colleagues at YANMAR America and our consultant,  
Ad Victoriam Solutions.” 
- Delaney Langston, 
YANMAR Business Process Improvement Manager 
and project lead
Digital Transformation for 
Healthcare
Here’s a sobering statistic: Nationally, health spending is projected to reach $6.0 trillion by 2027, and the healthcare 
industry is beginning to transform itself with technologies that offer patients better treatment with visual reality tools, 
wearable medical devices, telehealth, and the emerging 5G technology. In addition, healthcare professionals are 
learning how to streamline their workflows using the power of AI. Here’s a look at how some of those technologies are 
helping patients.
Virtual Reality
VR technology is being used in today’s healthcare industry not only to treat pain, but everything 
from anxiety to post-traumatic stress disorder, and stroke. It’s a powerful communication  
channel that allows healthcare professionals to get a better sense of their patients’ needs and 
virtually engage them with their products and services. Globally, spending on augmented and 
virtual reality in the healthcare industry is expected to reach $5.1 billion by 2025.
Wearable Devices
Probably the biggest digital transformation trend in healthcare is companies collecting health 
data from wearable technology. Patients nowadays are focusing on prevention and maintenance 
and want 24/7 information about their health. 
As a result, the healthcare industry is responding by investing in wearable devices that have the 
ability to generate up-to-the-minute monitoring of a patients’ health by using devices such as 
heart rate sensors, exercise trackers, sweat monitors (used by patients with diabetes to monitor 
their blood glucose levels), and oximeters, which can help COPD and asthma patients to monitor 
the amount of oxygen in their bloodstream.
And there are specific benefits for the healthcare industry to invest in products such as these, 
such as personalizing the healthcare experience and can create opportunities for patients to 
monitor their exercise and diet and nutrition goals. 
And for the insurance sector of the healthcare industry, payers can also derive information from 
wearable devices to help them more accurately rate a patient’s risk for illness. It can also  
provide an opportunity for incentives whereby patients who take preventative steps to improve 
their health can qualify for lower insurance premiums.
Artificial Intelligence
AI Predicted to save the healthcare industry $150 billion dollars in the U.S. by 2026, CEOs are 
looking for ways to invest in AI for their health organizations. And more and more, patients are 
becoming familiar with AI-powered tools such as chatbots and virtual health assistants, as they 
can fill numerous roles from customer service representatives to diagnostics tools.
And in the pharmaceutical and biotech industries, companies are initiating machine learning 
algorithms to shorten their drug development cycles. That has been shown to slash early drug 
design timeframes from three years to one and generate a cost savings of 60 percent.
The Digital Transformation Solution for the  
Healthcare Industry
Salesforce builds on your deep expertise and leadership by providing the next-generation CRM platform for the  
healthcare industry, Salesforce Health Cloud, the most dynamic, healthcare-focused and consumer-centric customer 
experience. With it, whether you are a Provider, a Payer, in the Pharmaceutical or Medical Devices industries, you gain 
a 360-degree view of every patient, member, and healthcare customer. 
 
Health Cloud for Providers
Did you know that more than 95 percent of hospitals and nearly 90 percent of office-based physicians 
have adopted an EHR system, according to the Healthcare Information and Management Systems  
Society (HIMSS)?
Specifically for Providers, Health Cloud allows you to focus on patient relationships, not records. Here’s 
just some of what Health Cloud can do to deliver smart patient care:
> Easily browse tasks and review all patient conversations. You have the ability to see patients with 
a clear priority of tasks that need attention. And you do all from the “Today” page.
> Using “Patient Profiles,” caregivers get a panoramic view of their patients, with rich, contextual 
EMR data, plus the ability to review a collaborative care timeline for a complete patient history 
view.
> Wearable device data is integrated directly into Health Cloud. This makes relevant patient data – 
such as glucose levels and sleep data – at the ready.
> View the patients’ professional and personal care networks from a caregiver “team map.” You 
can then immediately share information with a primary care physician without ever leaving the 
patient profile. A physician on the patient’s care team can then respond quickly using any device.
> Using Salesforce Communities, caregivers can communicate easily with patients. Send secure  
messages, pre- and post-visit surveys, and appointment reminders to their mobile devices.  
And using SOS with a two-way video chat, patients can ask questions and describe symptoms in  
real-time.
Health Cloud for Payers
For Payers, Health Cloud transforms your business operations with an insurance-specific data mod-
el that simplifies the integration of systems of record — including benefits, claims, and authorizations 
— into one place. This drives more productivity for service agents and clinical professionals. With all 
member information in a single dashboard, payers are able to work faster and smarter. In addition, they 
better understand each member’s needs. And that includes whether they are in the call center or in the 
place of service, and from any device.
Health Cloud for Medical Device Companies
When it comes to embracing innovation, the medical device industry has always led the way. However, 
sales reps today still mostly rely on visiting doctors’ offices in order to sell medical devices. These sales 
reps need more advanced tools to gain insight, track activities, close deals, and connect all points of the 
customer lifecycle.
That’s where an integrated CRM - such as Salesforce’s Health Cloud - comes in. More than just for 
forecasting and managing customer contacts, the Health Cloud platform securely connects all sources 
of data from existing systems to deliver a unified provider, patient, and partner experience on preferred 
channels. With a common 360-degree view, sales reps can proactively engage customers and patients 
who use their medical devices daily.
Ad Victoriam Healthcare  
Customer Story
Benevis
Benevis provides non-clinical services, including dental facilities, 
support staff, and other business services, to dental group prac-
tices.
AdVic Challenge
Health Cloud for Pharmaceutical  Client was utilizing disconnected systems to capture, manage  
Companies and store company sales and marketing data. This resulted  
duplication efforts, low data visibility and integrity, along with 
Whether it’s increased pressure in drug  excessive manual processing. Client wanted a 360-degree view of 
pricing or reimbursement constraints to  leads and customers in a single, feature-rich platform.
the competitive impacts of mergers and  
acquisitions, it is imperative that  AdVic Resolution
pharmaceutical companies continue to drive 
innovation with both patients and customers. > Single Platform
An integrated CRM platform with a 360- Integration of sales and marketing data in a single platform 
degree view capability - such as Salesforce’s captures the entire sales cycle and enables the Client to 
Health Cloud - can offset these trends by visualize and analyze comprehensive, real time data to make 
increasing efficiencies through connecting informed business decisions.
supply chain, manufacturing, medical affairs, > Data Governance
marketing, sales, and patient services. This 
Standardized, migrated and imported data from disparate 
ensures the experience that customers  
systems into Salesforce as one unified data set. Decreased 
expect, gives patients the support they need, 
duplication efforts between teams enabling them to view  
the productive tools employees want, and 
accurate data, communicate and collaborate to close more 
the trust and security that IT is responsible 
leads, faster.
for, all from preferred customer and patient 
channels. The end result is that the Health > Opportunity Standardization
Cloud platform unifies provider, patient, and Automation of date tracking for each opportunity stage entry 
partner information for a complete view of and exit point provides clear visibility into each sales cycle 
all business actions and actionable insights. stage timeline and overall process to evaluate team  
effectiveness.
> Pardot Deployment
Deployed Pardot marketing solution for tailored prospect 
tracking and engagement allowing for the creation and  
transmission of targeted messages for improved nurturing and 
lead qualification.
“Ad Victoriam is amazing! I’ve worked with this team on 
two separate instances, one was a full set up and most  
recently a series of projects to re-position, organize and 
add better functionality to an existing instance. I’ll  
continue to use them for all of our Salesforce needs.”
Stephanie Needham,
Benevis
Digital Transformation for  
Retail
Probably nowhere more than the retail industry is digital transformation the most prevalent - and needed - for sheer 
survival, based mostly on the need to respond to shoppers’ expectations, bridging the gap between physical and online 
shopping experiences, and the way retailers’ back-office processes are handled to become much more efficient.
So, as retailers look to attract more customers and build loyalty these are the areas they are concentrating mostly on  
for their digital transformations:
Creating an Omni-Channel Approach
Let’s face it, technology has revolutionized the shopping experience from soup to nuts. Retailers 
must get crucial insights into consumer buying patterns, while also giving world-class customer 
service out-of-the-gate.
Supply Chain
Retailers are looking to their own suppliers to be more responsive to meet their - and their  
customers - demands as efficiently as possible.
Sales Data
Collecting and analyzing sales data is the path toward improved customer experiences, including 
marketing to those consumers, and driving sales.
The In-Store Experience
The store experience, whether online or physical - must be a seamless and well-coordinated  
point of sale for customers. It’s imperative that company staffers can track stock levels while also 
having the ability to initiate innovative ways to make the in-store shopping experience more  
convenient, satisfying, and exciting for the customer.
Digital Transformation Solutions for the  
Retail Industry
Moving fast and reaching your goals in an ever-changing marketplace is imperative to competing. 
Connecting your systems enable you to deliver a connected customer experience. A retail CRM 
that makes shopping experiences seamless across the web, social, mobile, and stores, is  
Salesforce’s Commerce Cloud. 
The reasons leading brands are turning to a Salesforce Commerce Cloud solution include:
> Ability to connect shopping experiences to marketing, sales, and service
> Build beautiful commerce experiences and personalized campaigns
> Boost conversions and make better recommendations with AI
> Implement new technology twice as fast to scale their business
With the incorporation of a B2B or B2C online eCommerce solution - a branded online storefront -  
you’re putting the purchasing power in the customer’s hands with a self-serve shopping experience 
that fully automates the ordering process. Complex pricing models can be configured to match 
your current business rules and enable contractual agreement tracking for product entitlements 
and price points. By offering an online ordering option, you free up your sales team to focus more 
on acquiring new business and less on customer maintenance. 
And as an extension to Commerce Cloud, retailers often choose to integrate Salesforce’s  
Marketing Cloud to drive awareness, find new customers, and help them to reach out to shoppers 
with the right offer, at the right time. 
Ad Victoriam Retail  
Customer Story
Hi-Rez
At inception, a retail gaming studio, Hi-Rez, had a mission to create an  
exceptional online interactive entertainment. It is now one of the largest  
video game studios in the Southeast United States.
AdVic Challenge
Hi-Rez engaged Ad Victoriam Solutions to accomplish two goals: (1) 
Improve their customer service experience for their more than 40 
million gamers. (2) Boost their marketing efforts to increase  
long-term player engagement.
AdVic Resolution
> Lightning UI Customization and Deployment
Designed process flow automation rules to streamline company 
processes incorporating custom components to simplify tasks 
and accelerate productivity.
> Single Platform
Seamless integration of existing user portal with Salesforce 
Service and Marketing Clouds to synchronize processes between 
systems increasing business velocity.
> Service Delivery
Configured an Email-to-Case solution and Service Level  
Agreements to enable an expedited case resolution process. 
Implemented Knowledge with articles to automate responses to 
routine cases.
> Marketing Strategy
Enabled segmented nurturing programs with targeted messages 
to drive deeper customer engagement leveraging Journey  
Builder and Email Studio on a unified system.
> Data Integrity
Incorporated data governance leveraging automation rules  
driving data consistency, reliability and integrity across system 
and historical load of more than 32 million records.
“Ad Victoriam was extremely responsive and professional 
during our [Marketing Cloud] implementation. Our use  
cases for the system required a lot of customization, and 
their team made it easy to make our needs reality.”
Adam Beame,
Hi-Rez Studio
The Benefits of Digital Transformation
While this ebook is filled with many of the challenges companies face when going through their digital  
transformation steps, the benefits certainly outweigh those challenges. Here are six digital transformation 
benefits you can count on:
Better Customer Experience
Technology advancements have helped companies to better interact with 
 their customers, resulting in consistency for ensuring customer needs are 
 met in a timely manner.
Promotes a Digital Culture
It is said that creativity leads to innovation and continuous employee  learning 
in changing digital environments helps to develop that culture.  And that  
promotes employees staying motivated and agile at all times.
Profits, Profits, Profits
Improving your customer experiences and engagements through digital 
transformation  leads to loyalty, which in turn makes customers stick with 
your company for more  deals. In addition, you are opening your company to 
new sales channels and markets.
Employee Empowerment
With more and more companies going the digital transformation route,  
employees a re embracing the need to update their skill sets to stay  
competitive. Companies  also reap the benefits of better communication 
within departments and improved  quality of work.
Enhanced Data Collection and Analysis 
With a digital transformation, the data collection and analysis process  
becomes easier to monitor your customer data, allowing you to make better 
business decisions.
Stay Competitive
Make no mistake about it, your competition is transforming into a digital 
business.  Your taking on a digital transformation will enable your company 
to remain  competitive, ensuring that you not only survive, but you thrive and 
outpace your  competition now and well into the future. 
Final Thoughts
The importance of having a digital transformation strategy cannot be overemphasized enough. You’ll combine research, 
visualizations, and performance goals for a successful outcome. And by keeping everyone on your team aligned during 
the process will help to keep motivations and agendas moving in the same direction.
And this last point, given how quickly the needs of your customers and business will change - and they will change often 
- it is important to revisit, refine and retune your digital strategy continuously. 
At Ad Victoriam Solutions, we help companies with their digital transformation strategies every step of the way. Our 
certified experts learn your business, then help your company deliver the type of customer experience that taps into 
the preferences of your modern customer. 
We have years of experience increasing the effectiveness and productivity enabling businesses like yours to connect and 
service customers like never before. And when you do, you’ll boost customer satisfaction, retention, and profits. 
GOOD LUCK!
About Ad Victoriam Solutions
Ad Victoriam Solutions is a Salesforce® and MuleSoft® Partner who provides mission-critical consulting services,  
from strategy to implementation. Our nimble team of certified professionals across the country accelerates  
businesses by simplifying complex problems through cloud, integration, and data expertise. As a Certified B Corp,  
we balance purpose with profits and have made a strong commitment to the community.
© 2020 Ad Victoriam Solutions
Resources:
> 10 Ways Machine Learning Is Revolutionizing Manufacturing
> Ad Victoriam Solutions
> Artificial Intelligence: Healthcare’s New Nervous System
> B2B Commerce
> B Corporation
> Community Cloud Consulting
> Connecting Data to Transform Payer-Member Relationships
> Data Analytics
> Field Services Lightning Services
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> Four Digital Transformation Trends Driving Industry 4.0
> Global Healthcare Digital Transformation Case Studies
> Healthcare Augmented & Virtual Reality Market Worth
> Manufacturing Industry Digital Transformation Case Study
> MuleSoft’s Top 7 Digital Transformation Trends Shaping 2020
> MuleSoft Anypoint Consulting Services
> MuleSoft’s 2020 Connectivity Benchmark Report
> National Health Spending
> Outsourcing My Salesforce Implementation
> Personalized Care, Healthy Populations
> Retail Digital Transformation Case Studies
> Salesforce and MuleSoft Enterprise Partner
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> Salesforce CPQ
> Salesforce CRM for Healthcare
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> Salesforce Integration Consulting Partners
> Salesforce Marketing Cloud
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> What is Industry 4.0? Here’s A Super Easy Explanation For Anyone
> What is Smart Technology
> Why Big Pharma and Biotech Are Betting Big on AI
> Worldwide Spending on Digital Transformation
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