LMG Revolutionizes Business with Slack and Salesforce
LMG, which supports over 6,000 brokers and advisors across Australia and New Zealand, has undergone a significant transformation in how it uses technology to scale its business. The company moved away from email-centric communication and instead adopted Slack as its primary tool for internal announcements and communications. This shift allowed colleagues in different locations to work from the same real-time source of truth.
The transition was led by Karina Egan, GM business enablement at LMG, who stated that 'we didn't need an executive mandate to make this happen.' Employees were trained on how to use Slack and answer questions as they went, leading to a shift in culture from resistance to adoption. Adoption of Slackbot, which allowed employees to ask natural-language questions and receive answers pulled from policies, project history, and past decisions, hit 50% within weeks.
The most significant step came when LMG went live with Agentforce IT Service Management, replacing its existing helpdesk platform with 'Fuse,' a tech support agent built natively inside Slack. This allowed employees to go straight to Fuse in Slack and get answers self-serve, any time of day. The team behind the helpdesk was rebranded as Digital Enablement and now works from a single console with a full self-service catalogue.