Tag: Salesforce Customer 360

Dreamforce 2020 Keynote: What You Need to Know
Dreamforce, Salesforce

Dreamforce to You 2020 Keynote: What You Need to Know

2020 is the year when Dreamforce came to you, and Marc Benioff, the CEO of Salesforce made the best of it. In the wake of COVID-19, the entire world has shifted from in-person conferences to online-only events. 

Salesforce took the largest Dreamforce event virtual, and we are here to talk about the highlights of the Dreamforce 2020 Keynote and what announcements and product innovations happened during the keynote.

In this article, we will be talking about Marc Benioff, the CEO of Salesforce Keynote, and the new inventions introduced. 

#1: Slack Acquisition by Salesforce

Salesforce recently surpassed $20 billion in annual revenue and acquired Slack in a $27.7 billion deal. Slack and Salesforce integration will now help to reduce software complexities while increasing the alignment to help communicate with anyone from anywhere.

#2: Introduction of Einstein Automate

An Einstein Automate is an end-to-end workflow solution designed for any business function to deliver automation capabilities. This automation will help to give a 360-degree view of the customer without any code to develop. 

#3: Introduction of Service Cloud Workforce Engagement

It is a new dynamic workforce plan product which aims to help service leaders to organize their entire workforce to distribute the right work from anywhere. 

#4: Introduction of Salesforce Hyperforce

Salesforce Hyperforce is a newly designed architecture to help customers deliver their workloads to any public cloud of their choice. The idea behind this was to enable customers to take all of their data in Salesforce Customer 360 that gives the company’s detailed view of customers across channels and other systems outside the family of Salesforce. You can now store in any public cloud you want from any region to operate. 

#5: Bentley Motors- The New Trailblazer

Bentley Motors will deploy Salesforce Cloud Solutions to provide its employees with an entire 360-degree view of their customers, which will connect Bentley Motor’s Sales, Marketing, and Service to deliver personalized interactions. 

About CEPTES

CEPTES is a decade old Salesforce focused multinational company with 200+ clients across five continents. We have five products and solutions listed in AppExchange and are a certified SI, ISV, and product development partner of Salesforce. 

We primarily focus on Salesforce cloud integration, customization, and implementation on almost all Salesforce products and solutions. 

We build and develop enterprise-grade business applications at lightning speed. To know more on how to leverage your business with Salesforce Integrations, get in touch with us. 

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Top Five Takeaways from Salesforce LIVE India

“Trailhead saw 70% uptick in youth sign-ups during lockdown”

Arundhati Bhattacharya, CEO, AND Chairperson, Salesforce India

Last week was the first-ever Salesforce Live event hosted in India, which is a testament to our growing community in the country. The all-day event was kicked off by Salesforce VP of Customer and Market Insights, Karen Mangia who spoke about the importance of developing best practices for working from home and how to achieve maximum productivity.  

Trailblazers from almost every state spoke about their journeys and how they were utilizing the Salesforce platform for delivering maximum growth. One of the biggest announcements which came from the event was that Salesforce committing an amount of  $240,000 in grants to six NGOs across India impacting over 15,000 people. 

 “Digital transformation is not just a nice-to-have anymore – it’s imperative.”

Arundhati Bhattacharya, CEO, AND Chairperson, Salesforce India

  • Digital transformation is more important than ever before with companies reconsidering how their brands interact with customers. The Salesforce platform is helping companies identify areas where digital transformation can accelerate growth and helping them rapidly adapt to the turbulent market. 
  • Salesforce Customer 360 creates a customer-centric business approach. Customer 360 merges communication channels across all internal departments ensuring seamless customer interactions. This enables teams to collaboratively address service issues, predict customer pain points, and create more personalized customer journeys.
  • Employee empowerment is key for success, an integral part of service delivery. Giving employees the right technological tools is important, but at the same time so is helping them maintain a healthy work-life balance. Mental health has become a critical issue and is directly responsible for performance. There was also a 95% increase in the adoption of new technologies within organizations that implemented incentive structures rather than traditional processes.
  • Work.com has emerged as a powerful platform for a safe way for organizations to reopen during the pandemic. The platform allows businesses of any tier to adopt risk management, enable employees to work from anywhere in the world, and focus on building internal collaboration and trust. The environment of safety and security extends to customer and partner organizations while allowing your organization to function as the command center.
  • Salesforce is committed to helping communities affected by the pandemic. As mentioned above, Salesforce has pledged $240,000 to NGOs across the nation who are working towards education, sanitation, and nutrition. As always Salesforce believes that organizations have a social responsibility that aligns with their growth goals and has formed numerous partnerships with major organizations to bring aid to communities deeply affected by COVID-19.
CRM, Salesforce

Top 3 Reason “Salesforce Customer 360” can be a Game-Changer in 2020

Do you know around three-fourth of the customer wants their expectation & needs to be understood & fulfilled? Whereas there is another fact that only 47% of the customer agrees their expectations fulfill, and 53% are not? So, as an SME with limited budget & resources, do you worry about how to meet with ever-changing customer expectations and win the rat race? If you answered “YES,” then don’t worry, “Salesforce Customer 360”, which is an integrated CRM (Customer Relationship Management) system, has the solution for you & your customer. It will unite customer data across marketing, sales, customer service, and more into a single platform.

Salesforce Customer 360 is a cost-effective way to connect you to all customer touchpoints so that the company will have a single view of every customer and can deliver the experience they deserve. 

Salesforce Customer 360
*Image source – Salesforce

Deliver superior support with a single customer view 

 Most of the time, in a busy day to day life with multiple tasks, when we try to contact the customer care to solve any of our problems, we notice there is a long waiting queue of other customers before our number comes.

When our turn comes, we are explaining all your pain points with emotion. We think our problem will get resolved, and later we realize that the agent is transferring the call to some other department or to his senior where we have to explain our whole story from the beginning. Sometimes due to various reasons, if the issue doesn’t resolve in a single call, then we have to repeat the process once again. Have you ever realized how it will feel when our customers will experience the same feeling with our service?

To avoid such disappointment, Customer 360 records all the customer communication automatically, and any agent from any department will get the past context and proceed from there. This experience will make the customer feel that someone understands their pain points. 

Deliver superior support with a single customer view 

*Image source – Salesforce

Deliver personalized customer experiences

If we follow our old traditional method of capturing all customer details in a spreadsheet or for some reason, if we note down the same in a sticky note, then most of the chances are either we misplace, or we will not get when we need that.

In this scenario, we communicate either entirely new or with half-cooked information which is altogether embarrassing to both the customer and us also. And in this cut-throat competition as an SME, personalized customer experience is critical to building trust & long-term relationships.

Customer 360 fulfills this need; we can pull all the customer details with the conversation, which will not only help to know them better but also will help in selling as per their need.

Deliver personalized customer experiences

*Image source – Salesforce

Make it easy for your business to scale and grow

I hope you agree to sustain & grow; every business should meet their customer expectations, and without that, the customer will switch over to the competitor without any second thought for the better deal.

According to research, 58% of Small Medium Business leaders say over the next two years, meeting customer experience expectations is a challenge for growth. So, the question comes here is, how can we achieve the same?

The ultimate solution for this is by leveraging the benefit of technology, and the most compelling benefits of Customer 360 are:

  1. Even though as a startup or small business, you can well manage with a one-two person team.
  2. You can replace different tools for the market, sell, and customer support with a single device, which is easy to use & maintain.
  3. It supports small to large enterprise-level, which is no need for switching to anything else.
  4. A customized solution for the business as you need.  

Make it easy for your business to scale and grow
Let’s Conclude:

Salesforce can help you find customers, win their business, and keep them happy so you can grow faster than ever. If you are looking for Certified Salesforce consulting services, please contact us today!