Tag: Lightning Service Console

Salesforce Integration

Top 4 Considerations for Salesforce Integration

One of the most common issues faced by most of the industries is with regard to disparate data sources and the siloed systems. Integrations across a company can bring enormous challenges for both the SaaS/Cloud Service providers as well as the business users. As per research, about 54% of businesses missed their project deadlines in the past six months due to problems related to Cloud Integration. 

Additionally, in the last 3 years, every one in two businesses completely abandoned a Cloud app due to integration problems. Furthermore, it is estimated that more than half of the Cloud adopters tried using Cloud Integration, but failed at it. This complex data integration issue calls for a solution, and yet again someone has solved it.

The Salesforce platform has successfully introduced its own Integration Cloud. A SaaS offering with the most advanced technology for delivering connected customer and service experiences by using next-gen solutions for Data Integration. Offering a plethora of benefits, like efficiency, accuracy, and quality. Leading to enhanced user experience and ability in improving the ROI of each business user. With the MuleSoft Anypoint Platform, Salesforce customers can integrate data from any system to deliver critical and time-sensitive projects.

The points discussed below elaborate on the functions and benefits of the Salesforce Integration Cloud to boost productivity and improve the ROI.

Better Native ERP Integrations

One of the most worthwhile integrations that can lead to high-performance sales and drive greater ROI is through integrating Salesforce with your existing ERP. Since Salesforce has strong integrations with MS Office Applications and other social media platforms, it allows you to gain quick insights into the sales leads. These integrations, in turn, lead to less manual work and drive more revenue.

Enriched Customer Experiences

For ensuring perfect sales automation, it combines a unique set of services and tools for connecting every system, device, and customer to the surface data irrespective of its residing location. These tools and services also ensure connected Customer Experience (CX) beyond different channels. 

For instance, a developer can make use of the Lightning App builder for integrating the data regarding the commerce order history into the Lightning service console for transforming service interactions into cross-selling and upselling opportunities, and accomplish all it without leaving their comfortable console.

By contributing to the data accuracy, efficiency, and quality, Salesforce Integration Cloud can cause improvements in your ROI.

Enhanced Integration Platform

The Integration Platform offered by Salesforce Integration Cloud can offer a comprehensive solution for all of the needs related to Data Integration. The Integration Platform combines the critical capabilities of a comprehensive Data Quality, Data Governance, and Data Integration solution into a sole unified Cloud-based platform for efficiently integrating real-time organizational data, devices, services, processes, business partners, and systems across any cloud. The extensive Data governance capabilities offered by the Integration Cloud allow the customers in meeting their unique business needs through a single platform for collaborating across projects seamlessly.

The consultants at CEPTES give you intelligent sales process insights that focus on customer needs. These insights play a favorable role in contributing to improving your ROI.

Improved Connectivity

Working inside an organization is a taxing experience, as all the team members need to perform different tasks at a given point in time. One of the major problems faced by the team members is with regard to the non-automation of the routine tasks. If you want your business to have a complete digital transformation, then integrating siloed systems can efficiently work towards automating the routine processes and tasks by connecting to other Salesforce systems, on-premise systems, or external cloud on a unified platform. 

It has an advanced AI and app integration through which the business users can directly embed intelligence into their apps for gaining instant access to additional capabilities that help in keeping their business moving forward. This benefits the team by making them focus on generating sales and improving the revenue of your business. 

What can you achieve with a connected experience?

  • Seamlessly connect any system, Salesforce, or external, whether in the cloud or on-premises, on a centralized platform.
  • Drive API-led connectivity by getting rid of inflexible custom code and optimize business agility with application networks.
  • Enable teams to discover and reuse integration assets to build upon prior projects and address new business priorities.
  • Enable your entire ecosystem of developers, partners, and customers to create new revenue opportunities and top-notch customer experiences with packaged APIs.

Being a global Salesforce partner, CEPTES can provide the consultation and solutions required to boost business efficiency. A highly integrated business solution can increase the performance of existing business architecture. It uses the right strategies for increasing customer engagement and improving the ROI of businesses spread across different verticals. 

Get in touch with us to know more about our end-to-end Salesforce Integration Services.

Service Cloud

Top Benefits of using Service Cloud for Customer Service

When it comes to choosing the best solution in order to offer enterprise-level customer service, you often find multiple options. However, selecting the right platform and technology can help you offer excellent customer experience. Salesforce offers Service Cloud, which is the #1 platform for customer service helps organizations improve their customer service standards and drive better user experience while reducing costs.

Service Cloud helps customer service teams in closing cases faster by leveraging AI & automation, offering intelligent self-service and personalized customer care and also predict needs to keep the conversation flowing. Service Cloud features allow customer service teams to support their customers in real-time using live chat tools while the customers are inside their app or on the website.

Service Cloud capabilities are transforming customer service processes and widely considered as the undisputed top customer service solution for businesses of all sizes. Let’s have a look at the top reasons why your company should use Service Cloud at first place.

Offer excellent customer service from the word ‘Go’

Service Cloud is a highly scalable platform that fits your current needs and grows as your customer base expands. The highly integrated platform enables customer service teams to run as efficiently as possible. Service Cloud offers out-of-the-box usability which helps your team work more effectively. All the right functionalities keep your organization’s customer service process run smoothly.

Aligned with the latest trends & technologies

Service Cloud users can stay aligned with the latest trends and technologies in customer service. Lightning Service Console helps you populate your dashboard with the right information you need from across multiple platforms. You can keep all your customer information organized in one centralized location. Service Wave allows you to observe how your customer team performs in real-time with a robust analytics tool. Service Cloud feature Omni Routing help customer service teams get better with detailed performance metrics.

You can also track important KPIs for your company with the help of Service Wave Analytics. It is important for every enterprise to have a comprehensive view of their customer service department’s activities including average response time for customer queries, and customer satisfaction ratings. Service Cloud reports can help you get a clear direction and quantitative ways to improve.

Personalized customer experience

Customer service is an integral part of your customer experience with any company. Analytics data can be used to better understand your customers. The more you understand your customers, the more you can personalize your service. Service Cloud feature Lightning Console can be used to view case history and trends for each customer to minimize redundant questions and help customers faster with immediate, detailed information. Live Agent can be used to offer real-time chat support as soon as a customer lands on your website. Social Customer Service functionality helps you respond seamlessly when customers reach out over social media channels so that you can interact with your customers across various touchpoints.

Every customer expects to be treated as an individual, and the only way you can offer personalized customer experience is by keeping detailed records of every interaction in one centralized location. A robust customer service platform like Service Cloud will do this with ease and highest efficiency.  

Simplify customer service process & improve customer service agent’s productivity

Service Cloud helps you improve each of your customer service agent’s performance based on empirical data and customize your customer service process to best suit your needs. Omni-Channel Presence and Routing feature can help you prioritize cases based on priority. Dispatcher Console will send a case to the right mobile employee for fast action. List service appointments promptly and accurately with the help of Smart Scheduling feature. The best way to keep your customer service process and team run efficiently are by managing the workflow. Scheduling and routing tasks to the right agent ensure quick customer case resolve.

One of the best Service Cloud features Field Service Lightning helps you manage reps in the field and work orders. You can track progress and help field workers manage their workload.

Work from anywhere

Service Cloud allows you to help your customers from anywhere. Salesforce1 Mobile App helps employees see all the customer details they need to get the job done using their mobile devices. This easy accessibility means no customer service request is unheard, even when your service agents are away from their desk.  

From offering service training to new service agents to working with your biggest customers, all you need is a robust platform that keeps you, your employees, and your customers aligned with your business. This must ensure your customer service team works like a well-oiled machine. Service Cloud helps you close deals faster, offer intelligent self-service, personalize customer care and predict needs, and drive service productivity from the call center to the field.

Get in touch with the best Service Cloud Consultants

CEPTES offers end-to-end Salesforce Service Cloud solutions ranging from implementation, consulting, migration, support, and enhancement. Our Salesforce certified Service Cloud consultants are experts in optimizing customer support processes and we are one of the pioneers in offering Salesforce Service Cloud implementation services to business of every size and nature. Get in touch today!

Salesforce Service Cloud

How Service Cloud is going to be a game changer for your business in 2019

Customer service is going to be the biggest growth factor in 2019 for businesses of every size. 2018 has witnessed a significant rise in the rate of companies that lead the way in customer service with the tools to keep their customers happy and create amazing customer experiences at every touchpoint. Salesforce Service Cloud adoption was it’s all-time high in 2018 and 2019 is going to be even bigger. The highly scalable and cost-effective platform for customer service offers organizations on the path to higher customer satisfaction with innovations like AI, in-app help, easy-to-use features, and highly customizable tools.   

If we analyze the swiftly transforming business trends, ESMBs have started putting enormous efforts into shaping up their customer service teams and approach. Based on a SaaS model, Service Cloud is perfectly meeting the requirements by offering highly effective and productive customer service solutions on the cloud. In 2018, a huge number of ESMBs scaled their operations quickly and seamlessly to meet their future customer service requirements with the help of Salesforce Service Cloud. There are varied Service Cloud offerings like in-app support, live agent support, knowledge centers, self-service communities, and social media which help organizations enhance their customer service standards.

If you believe various industry leaders and reports, customer service is going to be a huge factor in any organization’s growth in 2019. Enterprises will invest a lot of cost and time in revving up their customer engagement and retention rate. The role of Salesforce Service Cloud will become extremely crucial in 2019. But, do you know how? How the world’s #1 CRM platform Salesforce can empower you to build amazing experiences around your customers? Let’s see how;

Lightning Service Console

The Lightning Service console offers your agents a unified experience by putting all the customer information (profile, case histories, dashboards) at their fingertips for a 360-degree view. This will enhance agent productivity as well as allow them to address specific customer requirements quickly.

Case Management

With this feature, you can resolve cases faster with easy visibility into the full context of all the cases and record of every customer interaction. All of these on a streamlined dashboard. This will automatically assign the right agent and will help you which case to focus and when.

Omni-channel Routing

Omni-channel routing will automatically route cases to the right agent with the best skill set in order to resolve them. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention. This will supercharge your overall efficiency, transparency, speed and will make your customers happy.

Telephony Integration

Service Cloud allows you to integrate with most of the popular CTI systems. This will log notes instantly when a customer calls with all related information and manage calls from within the console without touching the phone. This will lower your agent’s average call handle times and improve customer satisfaction.

Workflows & Approvals

Salesforce Service Cloud will customize and automate any customer service or approval process with drag-and-drop simplicity using Workflow. You can save time by automating your internal procedures and processes, including any additional approval steps required to keep things moving. This will make your service agents more productive.

Social Customer Service

There are multiple ways a customer can communicate with a brand. With the help of Service Cloud, you can monitor and respond faster to customer posts on various social media channels like Twitter, Facebook, Instagram, YouTube etc. As social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.

Custom Reports & Dashboards

Service Cloud helps you make informed decisions with real-time reports. You can track cases and customer information for a 360-degree view of the customer.

2019 – A Challenging year ahead

When it comes to picking the right platform for your customer service team in order to offer amazing customer experiences, the options and features available seem to change daily. Choosing the right platform will not only empower your customer service team but also help you improve customer experience and your business’s brand value. In 2018, Salesforce Service Cloud was the first choice option for enterprises of various sizes and industries. The overall market cap of Service Cloud in worldwide customer service applications was a whopping 40% during 2018 (* IDC Report). With 2019 shaping up to be even bigger, Salesforce Service Cloud is all set to transform businesses with its unique features and benefits.

CEPTES has been offering Service Cloud implementation solutions to various enterprises. With our 10+ years of Salesforce domain experience and after delivering over 1000+ projects across the globe, we are the first choice Salesforce solution provider for businesses of every size and various industries. Get in touch with our certified Salesforce consultants to start your Service Cloud journey.