Welcome to Inside the Salesforce Ecosystem, where we dive deep with the leaders, experts, and innovators shaping the future of Salesforce. I’m your host, Luke White, and in every episode, we explore the unique journeys, challenges, and insights of those driving success within the ecosystem.
We’re delighted to be joined by Mark Layzelle, co-founder and Head of Experience at DAY ONE Software.
Mark has an extensive background in business transformation, digital strategy, and customer experience, with a career spanning leadership roles across consulting, operations, and process improvement. At DAY ONE, he is focused on delivering smarter digital solutions that drive real impact for businesses and end-users.
Thank you for joining us, Mark.
Q: Can you tell us a little about yourself and your role at Day One Software?
Mark: I’m co-founder and Head of Experience at DAY ONE. My focus is on ensuring that what we design and deliver is an innovative, high-value digital solution. We specialize in the professional services industry, streamlining operations for our customers and, in turn, their own clients and staff.
I started my career at GE, where I became a Lean Six Sigma Black Belt, which sparked my passion for process improvement. Later, I moved into strategy and operational excellence roles before launching my own consulting business, focusing on operating models and digital transformation.
Q: How did your journey begin in the Salesforce ecosystem?
Mark: My background isn’t technical—I come from a business stakeholder perspective. My first exposure to Salesforce was about a decade ago at GE when we digitized their personal line process. That project alone led to a 40% productivity improvement and 30% faster cycle times.
Through my consulting work, I kept encountering Salesforce implementations and saw its potential to drive real transformation. That’s when I started working with my Co-founder, James, who oversees our technical product. We realized that with the right processes, Salesforce could be a game-changer for businesses.
Q: What does a typical day look like for you? Any key habits or routines that help you stay productive?
Mark: My day starts with coffee, probably a few. I try to maintain a routine, including a big morning walk with my dog. As someone with ADHD, I’m very conscious of my productive windows. Mornings are for deep work, while I schedule meetings in the afternoons when I don’t need to focus on complex tasks.
At DAY ONE, we have daily standups to align on priorities. We adapt as needed—plans change, and we need to be agile.
Q: What are some key challenges businesses face when trying to leverage technology for sustainable growth?
Mark: One of the biggest challenges is not fully understanding their end-to-end process. Many companies think they know how things work, but they don’t. Simply digitizing a bad process just makes it a faster bad process.
Another challenge is the overwhelming number of tech options. Companies often adopt different tools for specific tasks, leading to disconnected data and inefficiencies. Finally, there’s a fear of change. Businesses get used to manual processes, and scaling with them becomes unsustainable, yet the transition can seem daunting.
Q: Can you share a standout project where DAY ONE made a significant impact?
Mark: We worked with a leading Australian PR and marketing firm that had fragmented software and relied on manual processes. This led to inefficiencies, data inconsistencies, and a lack of control over pricing.
We integrated their entire process—from prospecting and proposals to service delivery and automated billing. This eliminated manual handling, enforced governance, and saved them days of administrative work each month. PDF Butler played a big role in document generation and e-signatures, making the whole workflow seamless.
Q: What led DAY ONE to choose PDF Butler?
Mark: We needed an end-to-end operations platform, and paper-based processes weren’t an option. James was already familiar with PDF Butler, and after evaluating different solutions, it was clear you offered the best speed, flexibility, and ease of integration. What really stands out is the level of support—your team is always willing to listen and help. That’s what true partnership looks like.
Q: Outside of work, what keeps you motivated?
Mark: I try to stay active—I walk my dog and get in some exercise when I can. During COVID, I realized the importance of creating rather than just consuming. I’ve rekindled my love for music production, cooking, and spending time with my community. Working from home can be isolating, so I make an effort to get out and connect with people.
Final Thoughts
The best is yet to come for DAY ONE. The Salesforce ecosystem is evolving, and businesses that embrace change will thrive. We’re excited to keep pushing boundaries and helping organizations transform how they operate.
