Tag: Customer Success

Salesforce Anywhere

Top Five Features of the new Salesforce Anywhere App

COVID-19 pandemic has changed the way we have been working for the past many years and this has certainly transformed the way we are going to work in the coming days as well. Working from the office is now past and working from anywhere is the new normal. Looking at this new normal, Salesforce the global CRM leader has introduced Salesforce Anywhere – which will bring together all the new powerful technologies and platform services to help organizations enhance their productivity and drive a new level of customer success. 

Looking at the current business scenario and viewing the future: selling, promoting, offering customer service, using data and collaborating has become imperative for organizations. With Salesforce Anywhere, companies can advance their digital transformation journey and accelerate their success in the new world of work-from-anywhere.

What is this Salesforce Anywhere? How can it help your business? Let’s have a deep dive into this. 

With Salesforce Anywhere, companies can sell, service, and market from anywhere using the Salesforce Customer 360 & Vlocity industry-specific technology (Salesforce has acquired Vlocity this year). Customer 360 integrates the power of the cloud, social, mobile, and AI to offer a holistic view of each customer to drive seamless initiatives across sales, service, marketing, and more. While features like Service Cloud Voice, Einstein Call Coaching helps in delivering top-grade customer success from anywhere. With Vlocity’s industry-specific capabilities, organizations can leverage industry-specific apps, data models, workflows & APIs to embrace customer success.

Work from anywhere demands team collaboration and Collaboration has become seamless with the new Salesforce Anywhere app which embeds chat, alerts, comments, and video directly into the Salesforce system. Instead of using multiple external tools, and apps to engage with other teammates, collaboration can happen anywhere within the Salesforce record itself. Teammates can start chatting, via instant message or video, while looking at the same page together within Salesforce.

IT support has become one of the biggest challenges while working from anywhere. In order to mitigate the IT support dependency and make workforces productive, Salesforce has announced a partnership with Tanium (A leader in unified endpoint management & security service provider) to build an employee service solution (available in beta in Nov 2020). With the new employee service solution and employee data model, organizations can build, manage, and scale employee apps and services securely at a lightning speed to boost work from anywhere. 

With the power of the MuleSoft AnyPoint Platform, organizations can bring data from anywhere & with Tableau, they can view and analyze data patterns to unlock insights for smarter business decisions. The combination of MuleSoft & Tableau has recently been used to develop the COVID-19 Data Platform to deliver trusted COVID-19 data that can be visualized to help organizations work on safe return to work strategies. 

Last but not the least, leveraging the power of Einstein Recommendations for Trailhead & new learning content organizations can empower their employees to skill up from anywhere. Salesforce also announced a new live-stream series on Trailhead LIVE called Trail Together to guide learners with real-time interaction with the experts. 

The Salesforce Anywhere app is expected to be available in beta in July with customers globally & will be generally available in the fourth quarter of 2020. 

*source: salesforce.com

Learn more about Salesforce Anywhere App here.

Customer Relationships

How are we maintaining high customer relationships while working remotely

The little we know a couple of months back that the world will go through such a huge crisis that will not only impact human beings but also businesses and communities. Challenges are there & the world is fighting to come out of this unprecedented situation. Our thoughts and prayers are with all those frontline healthcare workers from around the world who are taking this fight of their own and working selflessly & tirelessly. 

For a decade long now, we are laser-focused on customer success on the world’s #1 CRM platform. We have been helping enterprises from varied industries with scalable solutions on the Salesforce platform as CEPTES is a proven Salesforce strategic partner that drives sustainable business results in less time. As the medical emergency over the COVID – 19 escalated, we took immediate measures considering the well-being & safety of our employees as this was our foremost priority and asked our teams to start working from home by keeping themselves safe & isolated. The challenge for us was to maintain the high customer relationships that we are known for and keep the projects running in order to help our customers protect their business continuity.

The topmost challenges for the project managers were to maintain the connection with our customers considering digital communication as the only available form of communication, seamless collaboration among the team members in order to ensure meeting the project deliverables, and stand in solidarity with the customers and team members without physically being there with them. 

Created an empathetic culture

There is chaos everywhere. The panic button has been pressed. During this time, it is a little unrealistic to expect people to focus on customer success. The circumstances will certainly impact the work deliverables. We focused on creating an empathetic culture where we give importance to personal priorities as well. At this time, the only thing that everyone needs is mutual support. 

Our project managers communicate with each of their team members on a regular basis. We conduct online team meetings using digital channels in order to set our project priorities so that it won’t impact performance, availability, communication, and quality. We are also encouraging our employees to work directly with their clients using online mediums for communication & collaboration. Our leadership team is making sure that none of the employees are overburdened with work so that it becomes difficult for them to deal with external challenges. 

Listening to our employees, their concerns, challenges while working remotely, dividing tasks without overburdening one person, regular communication, using collaboration tools and most importantly standing with them during this pandemic is what makes us efficient enough to maintain high customer relationships at this time. 

Customer success

At this time, listening to our customers is equally important as listening to our employees. We understand that the biggest challenge for enterprises today is seamless business continuity amid the coronavirus crisis. Working closely with our customers now is more important than ever. Timely communication will itself solve a lot of challenges. We talk with our customers, listen to their concerns, understand their immediate priorities and work as per the mutually accepted goals. We have built crisis management teams for our major project support & the team members offer round the clock support to address any uncalled issue. In order to manage our customer’s time, we are keeping the agendas tight and clear, so that they can also focus on other external priorities. In order to make communication smooth, we have made many collaboration tools available for our customers too.

It’s a challenge to collaborate with a team of 100+ trailblazers while working remotely, but so far we have done a noble job. It’s time to stand in solidarity with our employees and support them in every aspect. If we take care of our employees & listen to them, they will take care of the customers & listen to them. Get in touch with us for all your Salesforce project queries.

#Staysafe #Stayhome We will win this battle. 

Einstein

Salesforce Introduced Einstein Search to Personalize CRM Search Results with AI

Today’s world is more digitally connected than ever. People use online search engines to get information. Search engines often try to provide accurate results in order to make search results more consistent. Users also expect a fast, reliable and relevant search experience, However, at times it becomes a little complex for them to get accurate results. This becomes even more complex while search happens using a CRM. It takes multiple clicks, interfaces, and hassles to get correct results. That’s a big worry, isn’t it? The search should be seamless and must give you highly relevant results quickly. To improve CRM search experience & productivity with AI, Salesforce introduced ‘Einstein Search‘ which is an intelligent search that is highly efficient, personal, accurate & insightful.

Enterprise search is completely different from consumer search. There are multiple challenges involved in enterprise searches. One of the biggest challenges is a diverse user base with a different set of goals. A sales rep will try to search for recent leads while a service agent will search closed customer cases. Another challenge is the different nature of data. When an enterprise uses a CRM, the functionalities and search results depend on their data and data will differ from company to company. So it becomes challenging for a standard CRM to give accurate search results. 

Introducing Einstein Search

In order to help enterprises overcome these complex search challenges, Salesforce has introduced Einstein Search which will improve & personalize CRM searches leveraging AI and fundamentally accelerate customer success. 

Personalized Results

As we have already mentioned above that a diverse user base has a different set of goals, they use CRM searches for various purposes. Einstein Search drives highly personalized results for every user. Each search result is highly tailored to offer the results that matter to you. Einstein Search utilizes innovative data mining & machine learning techniques to personalize search results. 

Relevant Results

Enterprise users expect highly seamless search experience using while using a CRM. Einstein Search offers highly relevant search results with the help of AI. For example, if a sales rep searches open opportunities in London, Einstein Search interprets that query and show open opportunities in London. The result retrieval process is extremely fast and accurate. 

Actionable Search Bar

Einstein Search not only offers fast & accurate search results within the CRM, but it also helps a user save 50% clicks and page loading time of most frequently used tasks. For example, instead of searching for a contact, clicking into their record, and then manually attaching the contact to an opportunity, you can take these same actions just by using the enhanced Einstein Search bar. 

When can you use Einstein Search? 

Einstein Search is currently in pilot and is already providing value for some of the top brands like iHeartMedia and MightyHive. It will be generally available next year for orgs with an Unlimited, Enterprise, or Performance Edition with 150+ active licenses for Sales or Service Cloud.

To know more, please get in touch with our Salesforce experts. 

ALSO READ: Decoding Einstein Analytics & how it is integrating data to accelerate business success

 

**source: salesforce.com

Customer Success, Manufacturing, Sales Cloud

How CEPTES helped one of the leading manufacturing companies leverage Sales Cloud for Process Automation!

The Industrial Revolution 4.0 has transformed the way traditional businesses are managed across various industries. As most of the industries are becoming more customer-centric, they continually look for innovative strategies in order to keep up with the fast-shifting market and stay ahead of the competition. To maintain a competitive edge in such a fast-paced business landscape, manufacturers are embracing smart manufacturing by implementing integrated business solutions powered by a robust platform like Salesforce.

Before we go deep into how CEPTES helped one of the top manufacturing companies of Australia in their digital transformation journey, let us have a sneak peek of why manufacturing industry is using the latest technologies to achieve the highest success for their customers and what are the most complex challenges that today’s manufacturers are facing. When we talk about challenges, there are plenty; such as increasing global competition, lack of automation, minimizing costs, maintaining quality and compliance, process visibility, getting rid of siloed processes, etc. However, the biggest challenge that manufacturers are facing today is siloed processes and lack of process visibility and traceability.

Australian manufacturing company Brother has 19 production facilities and 43 sales companies operating in and around 41 countries. They were into the production of quality innovative products for the print and imaging, labeling and sewing markets. Some of Brother’s key products include laser printers, multi-function centers (MFCs), fax machines, labelers, label printers, and a broad range of home and industrial sewing machines.

Brothers was looking to customize their Sales Cloud system in order to automate certain business processes such as creating/generating PDF from Case, auto email notification to support upon the status change for a claim,  auto display of customer details, create/generate CSV report from Case-based on defined levels, and auto calculation of dates. They were looking for Salesforce leaders who can understand their requirements and help them customize their Sales Cloud system in order to achieve certain goals. As a Salesforce Silver Consulting Partner and one of the experts in Sales Cloud customization, our Sales Cloud certified consultants analyzed Brother’s Sales Cloud system and helped them to achieve their targeted results.

We have created a custom button and with the Visualforce page rendered the page as a PDF. Email notification goes to the current logged in user. Our Sales Cloud experts created a Process Builder and an email template like letterhead and used Apex class which is invoked by the process builder to send a notification. As the customer wanted to create/generate CSV report from Case-based on defined levels, we created a custom button which will open a Visualforce page which invokes an Apex class that generates CSV file and sends to the current logged in user. And finally, to help them auto calculate of dates, on a custom Visualforce page, when the date is being changed, this invokes an Apex class and display the expiry date before saving the record.

The customization was seamless without impacting any of the on-going business processes. After they go live with the customized Sales Cloud, the manufacturer was able to generate reports and email notifications. Customer support was notified whenever a claim gets completed and also customer details were displayed to the users whenever they select a customer in a record. In addition to this, a user was able to see the expiration date before saving the record, which was a challenge before.

As per a recent IDC report “By 2020, 60% of the G2000 manufacturers will rely on digital platforms that enhance their investments in ecosystems and experiences and support as much as 30% of their overall revenue.” Salesforce is helping manufacturers converting more leads into deals by optimizing their customer information and improving their sales processes with the world’s #1 CRM platform. CEPTES has been helping many manufacturers increase their efficiency, quality, and ROI leveraging Sales Cloud and enabling them movie beyond their product with personalized service at scale.

Salesforce brings you tools, resources, and thought leadership to build efficiency, growth, and full-on manufacturing success. To know more on how you can optimize your manufacturing processes and get the most out of Salesforce implementation, get in touch with our team.