SMEs

Manufacturing, SMEs

How next-gen manufacturers can leverage the power of Salesforce in the Fourth Industrial Revolution

The Fourth Industrial Revolution or Industry 4.0 began way back at the turn of this millennium with autonomous production, Internet of Things (IoT), and Internet of Services (IoS). The past decade has seen an accelerated pace of changing trends, all of which are bringing about optimization – smart and flexible supply chains, tremendous exchange of data, and making everything “smart”. Industry 4.0 has had far-reaching effects on our lives; it has altered people’s way of thinking, working, and mindset. While the benefits of Industry 4.0 outweigh the challenges, the effect has still been felt, and even more so in the small and medium enterprises. They are being forced to adapt to new business models, rethink their organizational structure, understand business cases, and mold their organization according to the industry.

Most Small and Medium-Sized Enterprises of the manufacturing industry are currently looking to regain better financial stability and persevere as much as possible, in the face of shifting market conditions. All these goals are more than achievable with the help of a digital transformation in certain departments of the manufacturing industry. 

Salesforce, the preferred tool of the majority of these organizations, brings in powerful functionalities in the form of its offerings to help them regain financial stability in today’s world of rapid change. You can leverage the power of Salesforce and its various features discussed below to ride the digital transformation wave and gain a sustained competitive advantage.

Powerful Analytics

First and foremost, companies must look thoroughly at their current financial standing, product performance, and account health. Einstein Analytics provides excellent insights, predictions, and recommendations on your day-to-day operations. Your account teams can leverage the power of analytics to discover and optimize processes.

Salesforce can seamlessly be integrated with any ERP connectors and templates that help you capture order information and reduce complexity. A simplified system, like any well-oiled machine, requires less maintenance and consequently fewer resources.

Accurate Forecasts

Salesforce provides a unified view from which your teams can collaborate in real-time to develop faster and more accurate forecasts. New opportunities can be easily identified and followed. You can even create your own forecast algorithm and metrics suited to your business. Accurate forecasts help you capitalize on every possible lead while making sure that optimum use of resources is done. 

Customer is king

Manage your customer relationships and drive business growth with real-time visibility into the sales process and key accounts. Salesforce provides a 360 view of customer activity and relationships as well as the shifting market conditions and consumer demands. Salesforce Community Cloud is well equipped for this operation and helps you stabilize demand and supply.

Inter-departmental Collaboration

Salesforce Manufacturing Cloud enables seamless and fast communication between various departments in your organization. Integrating Community Cloud with Marketing Cloud provides a real-time view of account activities to help you remove bottlenecks. Removal of bottlenecks is an effective way to boost productivity and achieve stability.

Leverage Channel Partners to drive more revenue

Salesforce’s robust Channel Management helps you benefit from your relationships with channel partners to drive more revenue. Using the platform, your manufacturers can collaborate directly with dealers and distributors on marketing, sales, and services. Partner Communities provide superior account management across new and run-rate revenue schemes.

With all these capabilities and more, you can count on Salesforce and its vast array of tools like Sales Cloud, Marketing Cloud, Communities, and Analytics to stabilize your financial stream and drive accelerated growth. CEPTES has been a leading Salesforce consultant for more than ten years, and our certified consultants, with their comprehensive knowledge and experience of providing Salesforce solutions & manufacturing industry expertise, will make sure that your company sails across any disruption smoothly. To know more, please get in touch.

Salesforce Service Cloud, SMEs

6 Ways Salesforce Service Cloud Helps You Deliver Exceptional Customer Service

Small and Medium-Sized Enterprises are steadily coming to terms with the advent of a “digital revolution” when it comes to dealing with unprecedented situations and disruptions. The only issue for SMEs might not be to retain its customers but also deliver better customer service through an intelligent and efficient customer service process. 

Delivering enterprise-grade customer service during unexpected conditions is also a challenge that SMEs are more than passionate about overcoming, whilst exploring the possibilities of a high productivity process that strengthens business-to-customer relationships. Today, with a plethora of tools at their disposal, SMEs can step up to whatever new challenges are put in front of them. Here is how Salesforce Service Cloud is helping service agents of an SME deliver top-notch customer service;

Delivering intelligent & productive on-site service

Salesforce’s Field Service Lightning allows you to create and manage orders for field service operations. You can instantly view knowledge articles and track SLA compliance. Field service uses intelligent scheduling to route jobs to appropriate resources, based on skills, time, and location.

An integration with Einstein Analytics helps you identify problems immediately and suggest solutions while giving real-time visibility of KPIs and operational performance. 

Know everything about any case

Gone are the days when your customer service agents had to go through a horde of documents to find relevant information on a customer case. The Service Cloud has case management tools that allow your agents to access all the information about any case, in just a few clicks. 

You can even distribute leads or cases, and arrange them based on priority. This is just one of the tools that make customer service automation a coveted necessity. 

Get connected

Social media has become a platform overflowing with customer service complaints. Thankfully, with Salesforce Service Cloud, you can stay connected to your customers and solve their cases with a few simple clicks. 

The Omnichannel Routing feature makes sure that service agents are connected to their customers through all social media platforms, emails, phone numbers, and so on. This way the entire process of managing queries is highly productive.

Reduced time and effort

The gist of using CRM tools and employing customer service automation methods is to make the best of shifting market conditions. The market calls for quicker and more efficient ways of customer service – a feat that is quite achievable with CRM tools, such as the Service Cloud Einstein. 

AI and chatbots have become an inherent part of customer service. CRM tools make use of the same, to help customer service agents answer FAQs. If required, the tools can automatically assign the query to the respective agent. Process automation features like this help solve customer queries faster, without expending any of the service team’s energy. 

Quicker access to relevant information

There are many times when your diligent customer service agents need to check some data or take the time to research before they can successfully solve a particular query.

The time and effort taken to do this can be cut short by large amounts through a seamless customer service solution. These tools provide a massive knowledge base to rely on so that your agents don’t have to waste any time looking for information. Tools like this boost service agent productivity by exponential amounts. 

Insights through analytics

CRM tools offer valuable and reliable data on leads, sales, feedback generated, ongoing cases, and so on. Insights through sales and service analytics assist your agents as well as your service managers, to provide better customer service. 

CEPTES is a leading Salesforce service provider that has led many SMEs to the doorway of success, through Salesforce’s sales and service automation tools, as well as the cutting-edge/robust Service Cloud offerings. To start delivering exceptional customer service leveraging the power of Salesforce Service Cloud, get in touch with our certified Service Cloud experts.

automating
SMEs

Why should SMEs opt for Salesforce?

Gone are the days of tardy pitches over innumerable inconvenient sales calls that struggle to retain information and customers, let alone bring in new leads. The world of sales needs a digital transformation into an efficient system where each cog has a purpose.

Small and Medium Enterprises (SMEs) rely heavily on sales teams to pitch their services and/or products to new customers or update existing customers with better deals. Despite all their efforts, the reason why sales teams often fall shorter than their original goals is because of the lack of an organized, flexible, scalable structure to support their hard work. In a world that runs before it walks, an SME simply can’t afford to lose customers due to the absence of a streamlined sales process.

The CRM approach

CRM (Customer Relationship Management) tools allow the sales team to manage all customer-related data at one place, to be retrieved anytime, anywhere, and from any device. Whether you’re making an urgent call or pursuing a game-changing lead on-the-go, a powerful CRM has your back.

Process automation

Software solutions automate critical parts of the sale process to ensure quick responses and better lead generation. Imagine an automated process that takes care of lead distribution, lead prioritization, responding to FAQs, analyzing reports, and getting sales alerts! With a digital transformation, all of this is possible and more.

Better security

The conventional approach to sales includes loosely recorded information, loss of leads from previous sales reps, disgruntled employees who turn rogue, and a vulnerable database. A CRM software solution provides a more secure option for crucial data.

Why Salesforce?

Salesforce the #1 CRM in the world, is the perfect CRM solution for all your needs that integrates companies and customers on a singular forum. While most of the small businesses wonder if Salesforce is for bigger enterprises, you can actually implement it to start your CRM journey. Certainly, you need to perform some customizations, integrations, and configurations to meet your specific business goals, but with the right Salesforce partner, you can achieve what you really need.

Sales process optimization & streamlined customer service are extremely crucial for any company, and SMEs are no exceptions. Moreover, SMEs are more concerned over their customer service and sales ROI, and using a platform like Salesforce will certainly help them transform their needs. 

How Salesforce can help SMEs?

  1. Start instantly with easy set-up
  2. Sell smarter with in-built intelligence
  3. Offer enterprise-grade customer service
  4. See all your customer info in one place
  5. Scale your business with the world’s #1 CRM
  6. Affordable pricing
  7. In-app tutorials & guided set-up

CEPTES is a global provider for Salesforce services, via consultation, digitalization, and innovation. We provide a one-stop-shop for a plethora of services, some of which are listed below:

Salesforce Implementation Services 

Partnered with Salesforce.com, we provide an economical solution in the form of CRM implementation and integration.

Salesforce Customization Services

CEPTES ensures custom-built, hand-crafted, tailored solutions to fit the designs and requirements of your SME. We deliver a product that’s unique to your SME’s processes and milestones, thus optimizing your Salesforce. Also offering continual support, even after the delivery of the product, to ensure seamless integration.

Salesforce Advisory Services

As your numero uno Salesforce consultant, CEPTES performs regular audits, assesses roadblocks or gaps in achieving goals, recommends solutions, and identifies opportunities.

Salesforce Analytics

CEPTES provides an in-depth analysis of your salesforce so that you can make quality decisions based on actionable data-driven insights. Make farsighted business decisions with AI at the helm.

CEPTES, and in extension Salesforce, have managed to revolutionize the sales industry by making the impossible possible. In a world that wishes to achieve an exponential increase in targets, truly opening the portals for success. SMEs often lack the well-oiled machinery required to establish greater visibility, credibility, and authority in a dynamic market.

CEPTES can strengthen the Salesforce for small businesses, making their targets more achievable, their processes methodical, and their success inevitable. Get in touch for more details.