The way we work changed overnight...!! and there has been lot of questions like,
• How do we keep our employees productive without burning them out?
• How do we keep our employees to collaborate while working at their place and scale their efforts?
• How do we reduce complexity of an increasingly remote workforce puts on IT teams?
And so on...!!,
Salesforce heard these questions and evolved to meet the needs and expectations and have come up with a workaround to help Companies keep their employees productive, efficient, and connected to their customers during the pandemic, and beyond.
Here is what we need know about how Salesforce is taking the best of it’s technology to improve the overall experience from anywhere.
Salesforce Customer 360 – Market, Sell and Service from anywhere
At the age of digital transformation and customer-centric marketing approach it is imperative that companies have a single source of truth of a customer. This will help the companies to deliver connected experiences across all communication channels and build personalized customer experience.
Salesforce Customer 360 is a cross-cloud solution that works as a single source of truth for several data sources. It allows companies to connect Salesforce apps to build a single view of the customer. It incorporates the functionality of MuleSoft to allow companies to connect any app, data source or device across any cloud or on premises server. Salesforce Customer 360 bridges fragmented customer data across an entire organization and creates a single data model for marketing, sales, B2B commerce, and service which enables companies to deliver integrated customer engagement.
Features
- Data unification and consent management- Companies can unify all their customer data to create rich, comprehensive customer profiles. Also, with Salesforce's consent management framework, companies can gain customer consent for email marketing and digital advertising.
- Advanced audience segmentation- Segmentation capabilities allow companies to engage with specific groups of people based on demographics, engagement history and other available information.
- Personalized customer engagement- Companies can deliver a personalized and unified, continuous experience to customers and prospects across all marketing channels by identifying audience and activating customer data across marketing, commerce, and service.
- Optimization based on Einstein Insights- With Einstein AI, companies can optimize engagement and customer satisfaction by analyzing customers information like ads clicked, catalog browsing, or buying a product. This will help companies to understand on how and when to engage with customers to improve customer loyalty and business performance. AI can be applied to the customers information to help companies send the most relevant mix of product or channel recommendations.
Salesforce Anywhere App
In a work from shelter world collaboration is the primary key for a team’s success. Salesforce Anywhere App helps the teams to collaborate with features like real-time chat, notification alerts, comments and video conferencing within the Salesforce workflow. This helps the teams to collaborate with in the Salesforce record.
- Real-Time Alerts – A member can get real-time alerts of updates made within Salesforce by subscribing for it and see these alerts across mobile and desktop. The entire team can get notified instantly when a deal advances, a service case gets revolved or even when any field gets updated.
- Collaborate - Within Salesforce teammates can chat via instant messages or video, while looking at the same page together. Users can see which teammates are working on the same Salesforce page and can instantly move from discussing one sales opportunity to another and truly work side-by-side.
- Take action - Add feedback to records that needs discussion and get suggested actions by Einstein to update the things you care about on real-time.
Build and Manage Apps Quickly from anywhere
Working remotely will have its hindrances and puts lot of stain on IT helpdesk with increasing number of service requests. To manage and scale IT support, Salesforce partnered with Tanium, to develop an employee service solution for work from anywhere world. This will give IT teams complete control of all employee devices and services on their network so they can deliver the experiences that employees need to be successful from anywhere.
- Consistent, effortless support across every device and channel, including AI-powered bots and mobile self-service sites.
- Integrated help desk, asset management and workflows that helps IT automate and securely resolve incidents fast.
- Complete visibility into every employee coupled with AI-powered productivity tools to drive proactive resolution.
ETG is a Salesforce Implementation Partner- Learn more about how we delivered success to our customers
Salesforce Employee Data Model – a new set of standard objects and fields to accelerate development of employee apps to provide a great work-from-anywhere employee exp. Salesforce recently created Work.com with the help of Employee Data Model. It is designed on Common Information Model (CIM) standards to simplify integration and interoperability with the core systems that house employee data.
In short, salesforce adapted to the changing work environment and is gearing up for new challenges to give a better experience to its customers and to stay productive and to better connect with their customers.
For a LOT more information on Headless Commerce and eCommerce optimizations- download this Whitepaper
How ETG Can Help:
ETG Global Services Inc, is a global Salesforce Implementation partner with tremendous expertise and experience in implementations, platform migrations and dedicated support teams. Our expertise in Salesforce Commerce Cloud and Mulesoft has helped many customers in the US with tailor made custom solutions according to their convenience.
ETG can help you to quickly adhere and implement headless SFRA and its practices in most cost-effective way, thus helping you go live immediately.
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References:
https://searchcustomerexperience.techtarget.com/definition/Salesforce-Customer-360
https://jetbi.com/salesforce-customer-360-overview#:~:text=Salesforce%20Customer%20360%20is%20a,deeper%20insights%20into%20Customer%20360.
https://www.salesforce.com/blog/2020/06/collaborate-chat-work-from-anywhere-technology.html
https://www.salesforce.com/company/news-press/press-releases/2020/06/salesforce-trailheadx/
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