Personal blog of Yzmir Ramirez

Workato, a startup that offers an integration and automation platform for businesses that competes with the likes of MuleSoft, SnapLogic and Microsoft’s Logic Apps, today announced that it has raised a $25 million Series B funding round from Battery Ventures, Storm Ventures, ServiceNow and Workday Ventures. Combined with its previous rounds, the company has now received investments from some of the largest SaaS players, including Salesforce, which participated in an earlier round.

At its core, Workato’s service isn’t that different from other integration services (you can think of them as IFTTT for the enterprise), in that it helps you to connect disparate systems and services, set up triggers to kick off certain actions (if somebody signs a contract on DocuSign, send a message to Slack and create an invoice). Like its competitors, it connects to virtually any SaaS tool that a company would use, no matter whether that’s Marketo and Salesforce, or Slack and Twitter. And like some of its competitors, all of this can be done with a drag-and-drop interface.

What’s different, Workato founder and CEO Vijay Tella tells me, is that the service was built for business users, not IT admins. “Other enterprise integration platforms require people who are technical to build and manage them,” he said. “With the explosion in SaaS with lines of business buying them — the IT team gets backlogged with the various integration needs. Further, they are not able to handle all the workflow automation needs that businesses require to streamline and innovate on the operations.”

Battery Ventures’ general partner Neeraj Agrawal also echoed this. “As we’ve all seen, the number of SaaS applications run by companies is growing at a very rapid clip,” he said. “This has created a huge need to engage team members with less technical skill-sets in integrating all these applications. These types of users are closer to the actual business workflows that are ripe for automation, and we found Workato’s ability to empower everyday business users super compelling.”

Tella also stressed that Workato makes extensive use of AI/ML to make building integrations and automations easier. The company calls this Recipe Q. “Leveraging the tens of billions of events processed, hundreds of millions of metadata elements inspected and hundreds of thousands of automations that people have built on our platform — we leverage ML to guide users to build the most effective integration/automation by recommending next steps as they build these automations,” he explained. “It recommends the next set of actions to take, fields to map, auto-validates mappings, etc. The great thing with this is that as people build more automations — it learns from them and continues to make the automation smarter.”

The AI/ML system also handles errors and offers features like sentiment analysis to analyze emails and detect their intent, with the ability to route them depending on the results of that analysis.

As part of today’s announcement, the company is also launching a new AI-enabled feature: Automation Editions for sales, marketing and HR (with editions for finance and support coming in the future). The idea here is to give those departments a kit with pre-built workflows that helps them to get started with the service without having to bring in IT.

Salesforce has been talking about the Internet of Things for some time as a way to empower field service workers. Today, the company announced Field Service Lightning, a new component designed to deliver automated IoT data to service technicians in the field on their mobile devices.

Once you connect sensors in the field to Service Cloud, you can make this information available in an automated fashion to human customer service agents and pull in other data about the customer from Salesforce’s CRM system to give the CSR a more complete picture of the customer.

“Drawing on IoT signals surfaced in the Service Cloud console, agents can gauge whether device failure is imminent, quickly determine the source of the problem (often before the customer is even aware a problem exists) and dispatch the right mobile worker with the right skill set,” Salesforce’s SVP and GM for Salesforce Field Service Lightning Paolo Bergamo wrote in a blog post introducing the new feature.

The field service industry has been talking for years about using IoT data from the field to deliver more proactive service and automate the customer service and repair process. That’s precisely what this new feature is designed to do. Let’s say you have a “smart home” with a heating and cooling system that can transmit data to the company that installed your equipment. With a system like this in place, the sensors could tell your HVAC dealer that a part is ready to break down and automatically start a repair process (that would presumably include calling the customer to tell them about it). When a CSR determines a repair visit is required, the repair technician would receive all the details on their smart phone.

Customer Service Console view. Gif: SalesforceIt also could provide a smoother experience because the repair technician can prepare before he or she leaves for the visit with the right equipment and parts for the job and a better understanding of what needs to be done before arriving at the customer location. This should theoretically lead to more efficient service calls.

All of this is in line with a vision the field service industry has been talking about for some time that you could sell a subscription to a device like an air conditioning system instead of the device itself. This would mean that the dealer would be responsible for keeping it up and running and having access to data like this could help that vision to become closer to reality.

In reality, most companies are probably not ready to implement a system like this and most equipment in the field has not been fit with sensors to deliver this information to the Service Cloud. Still, companies like Salesforce, ServiceNow and ServiceMax (owned by GE) want to release products like this for early adopters and to have something in place as more companies look to put smarter systems in place in the field.

Docker and MuleSoft have announced a broad deal to sell products together and integrate their platforms. As part of it, Docker is getting an investment from Salesforce, the CRM giant that acquired MuleSoft for $6.5 billion last spring.

Salesforce is not disclosing the size of the stake it’s taking in Docker, but it is strategic: it will see its new MuleSoft working with Docker to connect containerized applications to multiple data sources across an organization. Putting the two companies together, you can connect these containerized applications to multiple data sources in a modern way, even with legacy applications.

The partnership is happening on multiple levels and includes technical integration to help customers more easily use the two toolsets together. It also includes a sales agreement to invite each company’s sales team when it makes sense, and to work with systems integrators and ISVs, who help companies put these kind of complex solutions to work inside large organizations.

Docker chief product officer Scott Johnston said it was really about bringing together two companies whose missions were aligned with what they were hearing from customers. That involves tapping into some broad trends around getting more out of their legacy applications and a growing desire to take an API-driven approach to developer productivity, while getting additional value out of their existing data sources. “Both companies have been working separately on these challenges for the last several years, and it just made sense as we listen to the market and listen to customers that we joined forces,” Johnston told TechCrunch.

Uri Sarid, MuleSoft’s CTO, agrees that customers have been using both products and it called for a more formal arrangement. “We have joint customers and the partnership will be fortifying that. So that’s a great motion, but we believe in acceleration. And so if there are things that we can do, and we now have plans for what we will do to make that even faster, to make that even more natural and built-in, we can accelerate the motion to this. Before, you had to think about these two concerns separately, and we are working on interoperability that makes you not have to think about them separately,” he explained.

This announcement comes at a time of massive consolidation in the enterprise. In the last couple of weeks, we have seen IBM buying Red Hat for $34 billion, SAP acquiring Qualtrics for $8 billion and Vista Equity Partners scooping up Apptio for $1.94 billion. Salesforce acquired MuleSoft earlier this year in its own mega deal in an effort to bridge the gap between data in the cloud and on-prem.

The final piece of today’s announcement is that investment from Salesforce Ventures. Johnston would not say how much the investment was for, but did say it was about aligning the two partners.

Docker had raised almost $273 million before today’s announcement. It’s possible it could be looking for a way to exit, and with the trend toward enterprise consolidation, Salesforce’s investment may be a way to test the waters for just that. If it seems like an odd match, remember that Salesforce bought Heroku in 2010 for $212 million.

Early-stage venture capital firm Shasta Ventures has brought on three new faces to beef up its enterprise software and security portfolio amid a big push to “go deeper” into cybersecurity, per Shasta’s managing director Doug Pepper.

Balaji Yelamanchili (above left), the former general manager and executive vice president of Symantec’s enterprise security business unit, joins as a venture partner on the firm’s enterprise software team. He was previously a senior vice president at Oracle and Dell EMC. Pepper says Yelamanchili will be sourcing investments and may take board seats in “certain cases.”

The firm has also tapped Salesforce’s former chief information security officer Izak Mutlu (above center) as an executive-in-residence, a role in which he’ll advise Shasta portfolio companies. Mutlu spent 11 years at the cloud computing company managing IT security and compliance.

InterWest board partner Drew Harman, the final new hire, has joined as a board partner and will work closely with the chief executive officers of Shasta’s startups. Harman has worked in enterprise software for 25 years across a number of roles. He is currently on the boards of the cloud-based monetization platform Aria, enterprise content marketing startup NewsCred, customer retention software provider Totango and others.

“There’s no area today that’s more important than cybersecurity,” Pepper told TechCrunch. “The business of venture has gotten increasingly competitive and it demands more focus than ever before. We aren’t looking for generalists, we are looking for domain experts.”

Shasta’s security investments include email authentication service Valimail, which raised a $25 million Series B in May. Airspace Systems, a startup that built “kinetic capture” technologies that can identify offending unmanned aircrafts and take them down, raised a $20 million round with participation from Shasta in March. And four-year-old Stealth Security, a startup that defends companies from automated bot attacks, secured an $8 million investment from Shasta in February.

The Menlo Park-based firm filed to raise $300 million for its fifth flagship VC fund in 2016. A year later, it announced a specialty vehicle geared toward augmented and virtual reality app development. With more than $1 billion under management, the firm also backs consumer, IoT, robotics and space-tech companies across the U.S.

In the last year, Shasta has promoted Nikhil Basu Trivedi, Nitin Chopra and Jacob Mullins from associate to partner, as well as added two new associates, Natalie Sandman and Rachel Star.

Salesforce’s Marketing and Commerce Cloud is the company’s smallest division today, so to help beef it up, the company is making an acquisition to add in more features. Salesforce has acquired Rebel, a startup that develops interactive email services for businesses to enhance their direct marketing services: recipients of interactive emails can write reviews, shop and take other actions without leaving the messages to do so.

In an announcement on Rebel’s site, the startup said it will be joining Salesforce’s Marketing Cloud operation, which will integrate Rebel’s API-based services into its platform.

“With Rebel’s Mail and API solutions, brands, including Dollar Shave Club, L’Oreal and HelloFresh, turn emails into an extension of their website or app – collecting data, removing friction from the conversion process, and enhancing the customer experience. Rebel will enhance the power of Salesforce Marketing Clod and fundamentally change the way people interact with email,” the founders note.

That makes it sound as if the company’s existing business will be wound down as part of the move, although Salesforce and Rebel are not specifically commenting on that yet, and so customers haven’t been informed yet one way or the other.

Terms of the deal have not been disclosed in the Rebel announcement. We have contacted both the startup and Salesforce for further comment and to ask about the price. To date, Rebel — co-founded originally as Rebelmail by Joe Teplow and Trever Faden — had raised only about $3 million, with investors including Lerer Hippeau, Sinai Ventures, David Tisch, Gary Vaynerchuk, and others, so if the deal size is equally small, Salesforce likely will not be disclosing it.

Salesforce has made a number of acquisitions to build and expand its marketing services to compete with Adobe and others. Perhaps most notable of these was buying ExactTarget, one of its biggest-ever acquisitions, for $2.5 billion in 2013. (And according to some, it even wanted to buy Adobe at one point.) Competition has been heating up between the two, with Adobe most recently snapping up Marketo for $4.75 billion.

But on the other hand, marketing is currently Saleforce’s smallest division. It pulled in $452 million in revenues last quarter, putting it behind revenues for Sales Cloud ($1 billion), Service Cloud ($892 million) and Salesforce Platform ($712 million). Adding in interactive email functionality isn’t likely to float Marketing and Commerce Cloud to the top of that list, but it does show that Salesforce is trying to improve its products with more functionality for would-be and current customers.

Those customers have a lot of options these days, though, in targeting their own customers with rich email services. Microsoft and Google have both started to add in a lot more features into their own email products, with Outlook and Gmail supporting things like in-email payments and more. There are ways of building such solutions through your current direct marketing providers, or now directly using other avenues.

What will be interesting to see is whether Rebel continues to integrate with the plethora of email service providers it currently works with, or if Salesforce will keep the functionality for itself. Today Rebel’s partners include Oracle, SendGrid, Adobe, IBM, SailThru and, yes, Salesforce.

We’ll update this post as we learn more.

When Salesforce bought MuleSoft last spring for the tidy sum of $6.5 billion, it looked like money well spent for the CRM giant. After all, it was providing a bridge between the cloud and the on-prem data center and that was a huge missing link for a company with big ambitions like Salesforce.

When you want to rule the enterprise, you can’t be limited by where data lives and you need to be able to share information across disparate systems. Partly that’s a simple story of enterprise integration, but on another level it’s purely about data. Salesforce introduced its intelligence layer, dubbed Einstein, at Dreamforce in 2016.

With MuleSoft in the fold, it’s got access to data cross systems wherever it lives, in the cloud or on-prem. Data is the fuel of artificial intelligence, and Salesforce has been trying desperately to get more data for Einstein since its inception.

It lost out on LinkedIn to Microsoft, which flexed its financial muscles and reeled in the business social network for $26.5 billion a couple of years ago. It’s undoubtedly a rich source of data that the company longed for. Next, it set its sights on Twitter (although Twitter was ultimately never sold, of course). After board and stockholder concerns, the company walked away.

Each of these forays was all about the data; frustrated, Salesforce went back to the drawing board. While MuleSoft did not supply the direct cache of data that a social network would have, it did provide a neat way for them to get at backend data sources — the very type of data that matters most to its enterprise customers.

Today, they have extended that notion beyond pure data access to a graph. You can probably see where this is going. The idea of a graph, the connections between say a buyer and the things they tend to buy or a person on a social network and people they tend to interact with, can be extended even to the network/API level, and that is precisely the story that Salesforce is trying to tell this week at the Dreamforce customer conference in San Francisco.

Visualizing connections in a data integration network in MuleSoft. Screenshot: Salesforce/MuleSoft

Maureen Fleming, program vice president for integration and process automation research at IDC, says that it is imperative that organizations view data as a strategic asset and act accordingly. “Very few companies are getting all the value from their data as they should be, as it is locked up in various applications and systems that aren’t designed to talk to each other. Companies who are truly digitally capable will be able to connect these disparate data sources, pull critical business-level data from these connections, and make informed business decisions in a way that delivers competitive advantage,” Fleming explained in a statement.

Configuring data connections on MuleSoft Anypoint Platform. Gif: Salesforce/MuleSoft

It’s hard to underestimate the value of this type of data is to Salesforce, which has already put MuleSoft to work internally to help build the new Customer 360 product announced today. It can point to how it’s providing this very type of data integration to which Fleming is referring on its own product set.

Bret Taylor, president and chief product officer at Salesforce, says that for his company all of this is ultimately about enhancing the customer experience. You need to be able to stitch together these different computing environments and data silos to make that happen.

“In the short term, [customer] infrastructure is often fragmented. They often have some legacy applications on premise, they’ll have some cloud applications like Salesforce, but some infrastructure in on Amazon or Google and Azure, and to actually transform the customer experience, they need to bring all this data together. And so it’s a really a unique time for integration technologies, like MuleSoft because it enables you to create a seamless customer experience, no matter where that data lives, and that means you don’t need to wait for infrastructure to be perfect before you can transform your customer experience.”

How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately took your call.

This usually is because System A can’t talk to System B and it’s frustrating for the caller, who is already angry about having to repeat the same information again. Salesforce wants to help bring an end to that problem with their new Customer 360 product announced today at Dreamforce, the company’s customer conference taking place this week in San Francisco.

What’s interesting about Customer 360 from a product development perspective is that Salesforce took the technology from the $6.5 billion Mulesoft acquisition, and didn’t just turn that into a product, it also used the same technology internally to pull the various pieces together into a more unified view of the Salesforce product family. This should in theory allow the customer service representative talking to you on the phone to get the total picture of your interactions with the company, thereby reducing that need to repeat yourself because the information wasn’t passed on.

Screenshot: Salesforce

The idea here is to bring all of the different products — sales, service, community, commerce and marketing — into a single unified view of the customer. And they allow you to do this without actually writing any code, according to the company.

Adding a data source to Customer 360 Gif: Salesforce

This allows anyone who interacts with the customer to see the whole picture, a process that has eluded many companies and upset many customers. The customer record in Salesforce CRM is only part of the story, as is the marketing pitches and the ecommerce records. It all comes together to tell a story about that customer, but if the data is often trapped in silos, nobody can see that. That’s what Customer 360 is supposed to solve.

While Bret Taylor, Salesforce’s president and chief product officer says there were ways to make this happen before in Salesforce, they have never offered a product that does so in such a direct way. He says that the big brands like Apple, Amazon and Google have changed expectations in terms of how we presume to be treated when we connect with a brand. Customer 360 is focused on helping companies achieve that expectation level.

“Now, when people don’t get that experience, where the company that you’re interacting with doesn’t know who you are, it’s gone from a pleasant experience to an expectation, and that’s what we hear time and time again from our customers. And that’s why we’re so focused on integration, that single view of the customer is the ultimate value proposition of these experiences,” Taylor explained.

This product is aimed at the Salesforce admins who have been responsible in the past for configuring and customizing Salesforce products for the unique needs of each department or overall organization. They can configure the Customer 360 to pull data from Salesforce and other products too.

Customer 360 is being piloted in North America right now and should GA some time next year.

Salesforce and Amazon’s cloud arm, AWS, have had a pretty close relationship for some time, signing a $400 million deal for infrastructure cloud services in 2016, but today at Dreamforce, Salesforce’s massive customer conference taking place this week in San Francisco, they took it to another level. The two companies announced they were offering a new set of data integration services between the two cloud platforms for common customers.

Matt Garman, vice president of Amazon Elastic Compute Cloud, says customers looking to transform digitally are still primarily concerned about security when moving data between cloud vendors, More specifically, they were asking for a way to move data more securely between the Salesforce and Amazon platforms. “Customers talked to us about sensitive data in Salesforce and using deep analytics and data processing on AWS and moving them back and forth in secure way,” he said. Today’s announcements let them do that.

In practice, Salesforce customers can set up a direct connection using AWS Private Link to connect directly to private Salesforce APIs and move data from Salesforce to an Amazon service such as Redshift, the company’s data warehouse product, without ever exposing the data to the open internet.

Further, Salesforce customers can set up Lambda functions so that when certain conditions are met in Salesforce, it triggers an action such as moving data (or vice versa). This is commonly known as serverless computing and developers are increasingly using event triggers to drive business processes.

Finally, the two companies are integrating more directly with Amazon Connect, the Amazon contact center software it launched in 2017. This is where it gets more interesting because of course Salesforce offers its own contact center services with Salesforce Service Cloud. The two companies found a way to help common customers work together here to build what they are calling AI-driven self-service applications using Amazon Connect on the Salesforce mobile Lightning development platform.

This could involve among other things, building mobile applications that take advantage of Amazon Lex, AWS’s bot building application and Salesforce Einstein, Salesforce’s artificial intelligence platform. Common customers can download the Amazon Connect CTI Adapter on the Salesforce AppExchange.

Make no mistake, this is a significant announcement in that it involves two of the most successful cloud companies on the planet working directly together to offer products and services that benefit their common customers. This was not lost on Bret Taylor, president and chief product officer at Salesforce. “We’re enabling something that wouldn’t have been possible. It’s really exciting because it’s something unique in the marketplace,” he said.

What’s more, it comes on the heels of yesterday’s partnership news with Apple, giving Salesforce two powerful partners to work with moving forward.

While the level of today’s news is unprecedented between the two companies, they  have been working together for some time. As Garman points out, Heroku, which Salesforce bought in 2010 and Quip, which it bought last year were both built on AWS from the get-go. Salesforce, which mostly runs its own data centers in the U.S. runs most of its public cloud on AWS, especially outside the U.S. Conversely, Amazon uses Salesforce tools internally.

Apple and Salesforce are both highly successful, iconic brands, who like to put on a big show when they make product announcements. Today, the two companies announced they were forming a strategic partnership with an emphasis on mobile strategy ahead of Salesforce’s enormous customer conference, Dreamforce, which starts tomorrow in San Francisco.

For Apple, which is has been establishing partnerships with key enterprise brands for the last several years, today’s news is a another big step toward solidifying its enterprise strategy by involving the largest enterprise SaaS vendor in the world.

“We’re forming a strategic partnership with Salesforce to change the way people work and to empower developers of all abilities to build world-class mobile apps,” Susan Prescott, vice president of markets, apps and services at Apple told TechCrunch.

Tim Cook at Apple event on September 12, 2018 Photo: Justin Sullivan/Getty Images

Bret Taylor, president and chief product officer at Salesforce, who came over in the Quip deal a couple of years ago, says working together, the two companies can streamline mobile development for customers. “Every single one of our customers is on mobile. They all want world-class mobile experiences, and this enables us when we’re talking to a customer about their mobile strategy, that we can be in that conversation together,” he explained.

For starters, the partnership is going to involve three main components: The two companies are going to work together to bring in some key iOS features such Siri Shortcuts and integration with Apple’s Business Chat into the Salesforce mobile app. Much like the partnership between Apple and IBM, Apple and Salesforce will also work together to build industry-specific iOS apps on the Salesforce platform.

The companies are also working together on a new mobile SDK built specifically for Swift, Apple’s popular programming language. The plan is to provide a way to build Swift apps for iOS and deploy them natively on Salesforce’s Lightning platform.

The final component involves deeper integration with Trailhead, Salesforce’s education platform. That will involve a new Trailhead Mobile app on IOS as well as adding Swift education courses to the Trailhead catalogue to help drive adoption of the mobile SDK.

While Apple has largely been perceived as a consumer-focused organization, as we saw a shift to  companies encouraging employees to bring their own devices to work over the last six or seven years, Apple has benefited. As that has happened, it has been able to take advantage to sell more products and services and has partnered with a number of other well-known enterprise brands including IBM, Cisco, SAP and GE along with systems integrators Accenture and Deloitte.

The move gives Salesforce a formidable partner to continue their incredible growth trajectory. Just last year the company passed the $10 billion run rate putting it in rarefied company with some of the most successful software companies in the world. In their most recent earnings call at the end of August, they reported $3.28 billion for the quarter, placing them on a run rate of over $13 billion. Connecting with Apple could help keep that momentum growing.

The two companies will show off the partnership at Dreamforce this week. It’s a deal that has the potential to work out well for both companies, giving Salesforce a more integrated iOS experience and helping Apple increase its reach into the enterprise.

Salespeople usually spend their days talking. They are on the phone and in meetings, but when it comes to updating Salesforce, they are back at the keyboard again typing notes and milestones, or searching for metrics about their performance. Today, Salesforce decided to change that by introducing Einstein Voice, a bit of AI magic that allows salespeople to talk to the program instead of typing.

In a world where Amazon Alexa and Siri make talking to our devices more commonplace in our non-work lives, it makes sense that companies are trying to bring that same kind of interaction to work.

In this case, you can conversationally enter information about a meeting, get daily briefings about key information on your day’s meetings (particularly nice for salespeople who spend their day in the car) and interact with Salesforce data dashboards by asking questions instead of typing queries.

All of these tools are designed to make life easier for busy salespeople. Most hate doing the administrative part of their jobs because if they are entering information, even if it will benefit them having a record in the long run, they are not doing their primary job, which is selling stuff.

For the meetings notes part, instead of typing on a smartphone, which can be a challenge anyway, you simply touch Meeting Debrief in the Einstein Voice mobile tool and start talking to enter your notes. The tool interprets what you’re saying. As with most transcription services, this is probably not perfect and will require some correcting, but should get you most of the way there.

It can also pick out key data like dates and deal amounts and let you set action items to follow up on.

Gif: Salesforce

Brent Leary, who is the founder and principal analyst at CRM Essentials says this is a natural progression for Salesforce as people get more comfortable using voice interfaces. “I think this will make voice-first devices and assistants as important pieces to the CRM puzzle from both a customer experience and an employee productivity perspective,” he told TechCrunch.

It’s worth pointing out that Tact.AI has been giving Salesforce users these kind of voice services for some time, and Tact CEO Chuck Ganapathi doesn’t seem too concerned about Salesforce jumping in.

“Conversational AI is the future of enterprise software and it’s not a question of if or when. It’s all about the how, and we strongly believe that a Switzerland strategy is the only way to deliver on its promise. It’s no wonder we are the only company to be backed by Microsoft, Amazon and Salesforce,” he said.

Leary things there’s plenty of room for everyone and Salesforce getting involved will accelerate adoption for all players. “The Salesforce tide will lift all boats, and companies like Tact will see their profile increased significantly because while Salesforce is the leader in the category, its share of the market is still less than 20% of the market.”

Einstein is Salesforce’s catch-all brand for its artificial intelligence layer. In this case it’s using natural language processing, voice recognition technology and other artificial intelligence pieces to interpret the person’s voice and transcribe what they are saying or understand their request better.

Typically, Salesforce starts with a small set of functionality and the builds on that over time. That’s very likely what they are doing here, coming out with a product announcement in time for Dreamforce, their massive customer conference next week,