CUSTOMER SUCCESS THE EXCHANGE FALL 2021 VIRGINIA MATASSA: DELIVEROO HAS EXPERIENCED MASSIVE GROWTH OVER THE PAST YEAR AND A HALF WITH NO SIGNS OF SLOWING DOWN. HOW HAVE SALESFORCE AND APPEXCHANGE HELPED DRIVE SCALE AND GROWTH FOR THE BUSINESS? MARK GRAHAM: When the pandemic first struck, restaurant partners needed better support from Deliveroo. So we turned to AppExchange to find technology solutions that would enable us to more effectively communicate with our restaurant partners. One solution we found was a connector that was out of the box and required minimal development on our side. This allowed us to connect Pardot directly to webinar functionalities, enabling our commercial team to speak directly with our restaurant partners and answer some of their burning questions. Deliveroo’s Recipe for VM: I UNDERSTAND YOU USE MANY APPEXCHANGE APPS INCLUDING MEDALLIA, ONFIDO, AND DOCUSIGN. CAN YOU TELL US Success A LITTLE MORE ABOUT WHAT CHALLENGES THESE APPS HELP SOLVE FOR DELIVEROO, AND THE IMPACT YOU’VE SEEN? MG: I’ve been in the Salesforce ecosystem for about 16 years now and I’ve seen the way Deliveroo is an online food delivery company with a AppExchange is continuously growing and adding more powerful apps. These are just three apps out of many. network of more than 100,000 riders delivering food from Since launching Onfido, we’ve been able to automate over 25,000 checks, which means we are running at about 95% automated and only 5% manual. Plus, Onfido around 140,000 restaurants and grocery partners to has helped us scale our onboarding time and velocity, as well. homes and offices in 800 locations around the world. Mark Another critical part of onboarding is our contracting processes. DocuSign helped us take around 80 separate legal contracts and consolidate them into just 12 contracts Graham, Global Product Director at Deliveroo, spoke with that are not only more efficient, but also more transparent in terms of pricing and Virginia Matassa, Vice President of Sales for EMEA and legal terminology. CRM for us means better understanding our restaurant partners and considering all APAC at Salesforce, at Dreamforce this year about how three sides of the marketplace — consumers, riders, and restaurant partners. Medallia is part of our rider organization and it helps us take that existing AppExchange has helped the company to simplify, relationship and bring it into the restaurant experience, as well as scaling it out to all automate, and scale processes during a time of rapid of our markets. growth. Here’s a shortened snippet of their conversation. VM: YOU ARE REALLY MAXIMIZING APPEXCHANGE’S POTENTIAL AROUND RESTAURANT PARTNER AND EMPLOYEE EXPERIENCES. WHAT ROLE DOES APPEXCHANGE HAVE IN DELIVEROO’S FUTURE VISION AND STRATEGY? MG: In the future we could be looking at focussing on pharmaceutical selection or more on groceries, and AppExchange will really help us to think about how we onboard. In the future we are also thinking about the 360-degree view of our restaurant partners, and through AppExchange, supporting this is going to be paramount as well. Virginia Matassa Mark Graham 9 VP, ISV Sales, EMEA & APAC Global Product Director Salesforce Deliveroo