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Tag: Community Cloud

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Digital Transformation, Financial Industry
July 27, 20200

Digitizing the Financial Industry: A Requisite for a Customer-centric Approach

The BFSI industry has been facing a lot of challenges in recent years. Customer expectations, rising competitions, investor expectations, and regulatory requirements are the most common obstacles, exacerbated by the rapid technological, customer, and market shifts. This has forced the financial institutions to rethink their business models and transform their time-consuming and complex operations to much more simplified processes in order to meet market standards. Technology is playing a key role in this change. Digital Transformation, rather than being just another buzz, has become an integral part of the business strategies of organizations.

From the introduction of ATMs to advanced AI, the financial industry has seen some revolutionary transformations driven by cutting-edge technologies. All major financial institutions have come to appreciate the need for a customer-centric approach to maintaining a healthy position in this competitive and rapidly molding market. Therefore, they are employing huge amounts of resources to stay ahead of the curve.

Why is digital transformation crucial for the financial industry?

With concepts like organizational agility, increased collaboration, and risk assessment being the leading trends of digital transformation in recent years, FinTech and financial service providers are relying on powerful tools such as Salesforce to adapt, improvise, and overcome various hurdles facing the industry. Salesforce, with its vast array of tools including Sales Cloud, Marketing Cloud, Service Cloud, Community Cloud, and Analytics helps companies shorten sales cycles, capture new contracts, boost employee productivity, meet compliance, and most of all, provide a seamless experience to clients.

Ways to digitize the financial industry using CRM software and cloud offerings :

Stronger relationships with customers

With a 360 customer view, Salesforce’s Service cloud helps you provide the highest levels of customer service, Omni-channel integration allows customer service agents to connect with their customers holistically, via all available channels. Salesforce helps you provide personalized advice and valuable alerts to your clients, helping you build loyal relationships.

Cross-departmental collaboration

With all the information present on a centralized platform or database, it is easy for all employees and managers to communicate data effectively and stay updated. Managers can keep a check on employee productivity using the right tools, and lead the enterprise through a top-down approach. Having a central location for data helps cut down manual administrative tasks and fosters efficiency.

Mortgage lending

The process of mortgage lending can be strenuous on a client, which is why Salesforce offers hand-holding from the first step to the last. The Einstein analytics tool provides relevant information that helps agents make better recommendations, catering uniquely to each client. Each interaction with brokers, lenders, and banking agents can be tracked on a centralized system through the Salesforce Finance Services, making customer-service a seamless experience. 

Smart scaling

The use of AI and smart cloud platforms allows retail banks to adapt to shifting marketing conditions and consumer demands, thus scaling their processes accordingly. AI allows you to have a 360-degree view of each customer, so you can send the right trigger messages, emails, or personalized communication to customers and engage effectively. The best part about Salesforce CRM software and AI tools is that they modify data based on real-time changes of customer behavior, which essentially translates to the fact that you’re always a step ahead. 

Compliance

With access to secure client and household profiles, Salesforce ensures that the company can manage compliance effectively. Information is shared instantly and transparently, so it is easy to see all client interactions, as well as the information that was shared. 

Convenience

The fact of the matter is that the financial industry needs revolutionary and innovative solutions that complement their traditional methods and operations. More and more banks and financial enterprises are grasping the value of a customer-centric approach that offers convenient banking. A digital transformation in the financial industry will not only drive innovative solutions and boost productivity but also offer a robust system for customized, hassle-free banking. 

CEPTES has a decade of consulting experience and exceptional service under its belt. In partnership with Salesforce, CEPTES has effectively transformed many financial service providers into becoming data leaders of changing market conditions. Our Salesforce-powered solutions will assist you in your digital transformation journey. To know more, please get in touch.

Community Cloud, Non-profit Cloud
February 13, 20200

Donor Portal for Non-Profit: How to leverage Salesforce Community Cloud & Non-profit Cloud to efficiently manage donor funds

As a Salesforce platform specialist, we have been working with multiple industries & built various industry-specific solutions on the Salesforce platform for over 10 years now. The significance of the world’ #1 CRM platform is, it offers a variety of solutions spreading over various business verticals like Sales, Service, Marketing along with industry-specific solutions like Manufacturing Cloud, Non-profit Cloud, Health Cloud, etc. 

Leveraging the platform, enterprises are rapidly growing their business and driving impeccable customer experiences. Non-profit Cloud is one such Salesforce offerings that help global non-profit organizations extend their constituent relationships, deliver better programs, and accelerate the transformation into a connected non-profit. However, after working with multiple leading non-profits over the year, we have understood a few of the most common challenges are having a 360-degree view of each donor & donor fund management. 

Non-profits having a large donor base often found it difficult to have a holistic view of each of their donors, maintain end-to-end fund management process, integrate various external payment gateways with their system, and also offering a seamless user experience. How to get rid of these challenges? Salesforce Community Cloud along with Non-profit Cloud brings in a highly efficient, scalable and robust platform, using which non-profits can manage their critical business functionalities. 

Community Cloud is a collaboration tool that seamlessly integrates customers, partners, and employees directly into information, apps, and experts. It also offers some amazing features, using which non-profits can build an efficient donor portal. A donor portal works as a centralized system that connects donors, internal employees, partners, and third-party payment gateways for a seamless business operation. 

How a Donor Portal Can help your Non-profit organization?

Having a donor portal will enable your non-profit to manage business better along with a 360 view. Apart from this, it will also allow you & your donors perform multiple actions such as;

  • Donors from anywhere can transfer the fund using the portal.
  • Donors can generate donation receipts as well as tax statements using the portal.
  • Donors can update payment-related information as well as their personal details using the portal.
  • Non-profits can have a holistic view of each of their donors.
  • Non-profits can have a centralized view of all the funds including past, recurring, and active donations.
  • Donors, as well as the non-profit internal users, can access all the information on the fly using any device such as mobile, tab, desktop, etc.
  • Any third-party payment gateways such as Stripe, PayPal, 2Checkout, PayU, etc. can be integrated with the portal so that donors can pay hassle-free.

The Power of Community Cloud for Non-profits

Salesforce Community Cloud is built to connect companies with their customers, internal employees, and partners. With its capability to integrate seamlessly & with the option of high customizability, non-profits have found multiple ways to utilize the power of Community Cloud. By successfully implementing Community Cloud & Non-profit Cloud, an integrated donor portal can be built with customized features & functionalities. With log-in based licenses, users of a non-profit can manage end-to-end donor funds with a holistic view of each of them. To make the portal intuitive, Lightning components, Apex & Tiggers can be used. The portal can also be compatible with all kinds of devices. 

Apart from building a highly efficient donor portal, Community Cloud can also be used in multiple other ways by non-profits which include a resources hub for donors as well as field executives, building a community of their own, networking, partner management, program management, customer service, and many more.

Thinking of how your non-profit can start with Community Cloud?

We at CEPTES have successfully worked with many leading global non-profits and helped them accelerate their success leveraging the Salesforce Community Cloud & Non-profit Cloud. We have also developed donor portals using which non-profits have become more efficient, reimagined fundraising, gathered actionable insights, offered exceptional user experience and do more with their CRM. Do you still have queries about a Salesforce Community for your non-profits? Contact us today to learn more about getting the most out of the Salesforce CRM.

 

ALSO READ: Salesforce Community Cloud: Connect. Engage. Personalize

Community Cloud
July 19, 20190

Salesforce Community Cloud: Connect. Engage. Personalize

In today’s swiftly evolving business environment, connecting all the business verticals including partners, customers, and employees is key to success. It is irritable to deliver an exceptional customer experience across various customer touchpoints with yesterday’s technology and disconnected business systems. Salesforce offers a powerful community platform to help us achieve sustained growth and stagnation. 

Salesforce Community Cloud helps you create communities to transform the way you connect and engage your partners, customers, and employees. The unified platform for success boost employee productivity, accelerate channel sales and help customers help themselves. Community Cloud connects business data and enables a best-in-class solution in the world’s #1 CRM platform. 

3 Types of Salesforce Communities

Employee Community 

You can connect your employees from different branches and help them improve their productivity by sharing ideas, communicating updates along with managing projects and collaborating files. 

Partner Community

Empower your partners with quick onboarding, training and CRM access. Partners can find experts, register new leads, update records, and manage funds, and close more deals more quickly.

Customer Community

Build a community of your customers using Community Cloud and drive customer self-service by offering them knowledge articles, FAQs, opportunity to interact with other customers to resolve their queries. 

How Salesforce Community Cloud can benefit you?

Accelerate channel sales

You can connect directly with your channel partners to accelerate your sales process by enabling them to connect with the experts, find relevant information, register new leads, update records, manage funds. 

Connect your customers

Community Cloud helps you drive more extensive customer relationships while connecting all your customers in one platform where they can access information, communicate with each other and share experiences. 

Customization & branding

Customize Community Cloud to meet your business needs and increase your online community experience. Create striking, simple-to-use environments that are an interactive extension of your brand. 

Mobile

Collaborate anywhere using any device. Manage the community through the Salesforce mobile app or from any mobile browser. Now offer a rich, branded, and device-responsive mobile experience to your customer from anywhere.

Personalization

Community Cloud automatically recommends connections to various experts, groups, and content. Recommendations are based on individual interests, needs, and behavior, inviting larger community participation.

Lightning Bolt

Helps you quickly create next-generation communities and portals that seamlessly integrate with Salesforce.

Interested to learn more about how Salesforce Community Cloud could work for you? Get in touch with us. At CEPTES, we have certified Salesforce consultants who can help you offer stellar service with powerful Community Cloud that allows you to create rich, self-service experiences.

 

CRM, Salesforce
July 3, 20190

How Salesforce CRM can improve your Sales?

In order to thrive as a best-in-class sales-driven business, organizations need to develop skills and leverage cutting-edge automation tools. In today’s business world, there is no room for mediocrity. It is very essential to perform to remain competitive. Sales expertise along with refining customer relationships and processes drive higher sales. However, with the growing business, it becomes tough to personalize every customer interaction. This is where the role of a Customer Relationship Management (CRM) system comes in to help sales reps to enhance the effectiveness of their customer interaction and retention along with new lead creation. 

Salesforce is the world’s #1 CRM provider that offers business of every size a platform to manage their customers and their journey. The platform extends a variety of products and services to discover customer insights, understand needs, and solve complex business problems. The extensive range of Salesforce products works together to improve sales pipeline and drive exceptional customer experiences. Some of the leading products include;

  • Sales Cloud: Automate sales process, find leads, close deals faster, grow accounts, and accelerate productivity.
  • Service Cloud: Close cases faster, manage field service, personalize customer support and predict needs for superior customer experience.
  • Marketing Cloud: A unified marketing platform to know consumers, engage them and personalize their experience across every touchpoint.
  • Community Cloud: Engage with your partners, customers, vendors, and employees in a whole new way to boost engagement. 
  • Salesforce Platform: Build an amazing experience around customers with intuitive business apps developed on the Salesforce Platform.
  • Salesforce Analytics: Discover data-driven insights, predict outcomes, find recommendations, and act smartly with Einstein Analytics.

How to leverage Salesforce to boost your Sales?

After going through all these above Salesforce offered solutions, you must be thinking how your business can use these and how you can get the best out of your Salesforce implementation? We will give you the top five ways Salesforce can help you maximize your Sales pipeline in this era of digital transformation. 

Sales Process 

Sales Cloud which is the #1 sales automation tool is designed to automate the sales process and includes a wide array of features. Sales Cloud helps sales reps work smarter by automating various sales processes, increasing efficiency, accelerating sales productivity, creating a pipeline of leads, closing deals faster, and making insightful decisions with data – from anywhere using any device. Popular Sales Cloud features like Contact & Opportunity Management, Account & Lead Management, Workflow & Approvals, Sales Collaboration, Reports & Dashboards, Sales Forecasting, etc. helps sales reps to achieve their goals. 

READ THIS: How to get the most out of your Sales Cloud implementation?

Marketing Campaigns 

Marketing Cloud helps marketers to drive relevant and highly personalized customer journeys including exceptional customer experiences across multiple touch points such as email, mobile, social, web, etc. from a unified platform. Some of the leading features include Journey Builder, Email Studio, Salesforce DMP, Salesforce Data Studio, Social Studio, Advertising Studio, Mobile Studio, etc. Marketing Cloud runs customized campaigns which generate quality leads. 

Customer Service

In today’s business world, if you don’t offer best-in-class customer service, your customers will switch to a rival brand. In order to maximize revenue, you need to retain most of your existing customers. Salesforce Service Cloud helps organizations make their customer service efficient by enhancing service quality and driving high-class user-experience. Customer service agents can leverage Service Cloud to close cases faster, manage Field Service, offer intelligent self-service, personalize customer care, predict future needs to keep the conversation flowing. 

ALSO READ: Top Benefits of using Service Cloud for Customer Service

Collaboration

Salesforce Community Cloud offers an opportunity to connect & collaborate with customers, partners, vendors, and employees to establish interactions. With out-of-the-box templates, and themes you can engage the audience and streamline the communication. With a connected reseller, distributor, partner ecosystem, your sales can be increased by offering seamless access to all the information. Partners can register new leads, update records, manage funds which enable them to close deals faster. 

Next-gen Analytics

With Salesforce analytics, sales reps can uncover actionable insights to accelerate sales based on real data. Einstein Analytics which is the only business analytics solution native to Salesforce, leverage AI in order to discover business insights, predict results, drive efficiency, accelerate sales, enhance customer service, optimize business processes and maximize ROI from their marketing campaigns. 

Wrapping up

Salesforce has now further extended its global CRM market share & stretched to 19.5% which is 2X of its nearest rival. The ease of use, rich functionalities, scalability, analytics, and customizability makes the CRM giant everyone’s first choice sales automation and enhancement tool. As a Salesforce Silver Consulting Partner, CEPTES helps organizations implement Salesforce and get the most out of their investment. Get in touch today to start your Salesforce CRM journey.

ALSO READ: How to use Salesforce with a small team?

Salesforce
March 5, 20190

Salesforce Named a Leader in the Gartner Magic Quadrant for Digital Experience Platforms (DXP) – Feb 2019

Salesforce has been named a leader in the recent Gartner Magic Quadrant for Digital Experience Platforms (DXP). In today’s digitally connected era, organizations of every size and industry are transforming their business from a web-centric ecosystem to a more connected and multichannel digital ecosystem. The Gartner Magic Quadrant report evaluated 17 top vendors who are offering digital transformation services for a wide variety of customer, employee, and partner-facing initiatives and listed Salesforce as a leader based on the magnitude of their vision and supreme execution capability.

As per Gartner, a Digital Experience Platform (DXP) is a robust & highly integrated kit of technologies that offer a highly consistent, secure, and personalized access of information & applications to a wide range of customers across multiple touchpoints. DXP is the backbone of an organization’s digital strategy and is a point which enables them to deliver highly engaging digital experiences.

Salesforce offered DXP: Community Cloud

Salesforce offers one of the top-notch DXP for every industry. Community Cloud is Salesforce’s center of Digital Experience Platform that allows organizations of every size to offer exceptional digital experiences powered by the world’s #1 CRM provider. Customer Engagement & Partner Empowerment has become extremely easy with Community Cloud which is built on the Salesforce Customer Success Platform.

Community Cloud also enables Salesforce apps to deliver seamless, AI-powered digital experiences across various customer and partner touchpoints. Organization’s go-to-market becomes faster with pre-built templates, themes, CMS, native integration to Salesforce CRM apps and data etc. Developer tools allow pixel-perfect customizations that make Community Cloud one of the mostly used DXP. Today, Community Cloud is connecting over 378 million customers around the globe through various portals, sites, communities, and mobile apps.

What makes Community Cloud the best?

There are three key aspects of Community Cloud which makes it one of the most preferred platforms for various brands when it comes to offering exceptional digital experiences.

  1. The Power of the world’s #1 CRM

One of the most significant aspects of Community Cloud, which makes it stand out is that it is connected with the Salesforce CRM. Salesforce CRM makes Community Cloud the most integrated DXP, which can connect with Sales, Service, Marketing, and Commerce Cloud seamlessly. This can also be integrated with any external database, system, or CMS. The CMS integration makes Community Cloud DXP one of the most powerful platform.

  1. Easy & Quick

With Community Cloud’s declarative Lightning Community Builder, organizations can create outstanding digital experiences. You can also code & develop down to the pixel instead of using pre-built features like out-of-the-box design themes. Organizations can also create, manage, and connect their content in Community Cloud with the new CMS. All of these makes it easy & quick for brands to launch new digital channels with the change in customer demands.

  1. Personalization

It is not necessary that two users must expect the same level of digital experience. As a brand, it is always important to target your customers and offer personalized experiences. Community Cloud offers robust Audience Targeting. Users can choose what content needs to be shared with which customer. Community Cloud leverage Einstein Analytics to offer personalized recommendations, top content, preferred products etc. to provide the customer with the experience that they wish to have.

Conclusion

Salesforce’s product innovation is something that makes them different from their competitors. Community Cloud enables organizations to exceed their customer expectations by offering a DXP that allows them to develop future-proof digital experiences.

As a Salesforce Silver Consulting Partner, we help organizations revamp their digital platforms & customer engagement strategies by embracing Community Cloud that allows them to offer intelligent and exceptional digital experiences. If you want to know how Community Cloud can help you in developing a world-class digital engagement strategy, get in touch with our team.

 

Source: Salesforce

community_cloud
Cloud, CRM, Salesforce
August 31, 20170

The Need of Community Cloud – An Analysis

Salesforce is one of the most used customer relationship management (CRM) tool around the world. However, the market for a tool with only CRM option is limited. A business faces various problems and therefore needs solution as per the problem. The extra one always does the job of accurately predicting future problems. So, to grow business and simultaneously provide its customers, one stop solution for all the requirements, Salesforce has launched some series of add-in services and products to complement the main Salesforce CRM solution. One such add-ons is the Salesforce Community Cloud with all its benefits put together.

Some of these services became the stand-alone on their own for instance;

  • The Marketing Cloud
  • The Service Cloud

What is Salesforce Community Cloud?

To recognize the definition of community cloud, in a much better manner, it’s highly required to understand the need of it first. From the moment of its launch, it was intended to help the sales representatives to keep track of their work and the relationship with their customers. However, they indeed started to depend more on the customers and as well began the sharing of more stuff with the customers related to the business. But this entire process was not automated.

For instance, if a customer wanted to know how many kinds of products are there for choosing, the sales representative would have to download the product list from Salesforce and then sent it to the customer. Now, you can imagine if the company had a million customers and as well had to face a million requests a month. This issue needed to be solved with the process of granting access of your Salesforce data to the customers. Hence, leading to access the product list. Now the question was, ‘How to authenticate each customer?’ and most importantly, ‘How to give access to millions of customers without millions of users in SFDC?’

The real-time data was huge enough to create more complication within the entire system. At such a juncture stepped in the renowned Salesforce product, known as Salesforce Customer and Partner Portals. This was however later named as Salesforce Community Cloud. This product has enriched the Salesforce developers with an option to create a community of users, who can indeed access some specific objects or data in Salesforce. A good way to share information, as well as collaborate internally on projects or tasks, in a more personalized manner.

In fact, according to Salesforce, one can use communities to

  • Drive an increased sale by connecting employees with distributors and suppliers
  • Deliver authentic and world-class service by giving customers one single platform to communicate
  • Managing the social listening, content, engagement, in one place