Tag: salesforce

How-to-Boost-Customer-Retention-using-Salesforce-Omni-Channel
Salesforce

How to Boost Customer Retention using Salesforce Omni Channel

Customer service is as important, if not more, as the product you’re selling. Salesforce research states that 73% of customers would switch brands if they experience inconsistent after sales service. Yes, that’s difficult to fathom, but it is indeed the reality!

So how can your company leverage this untapped potential? The answer is by using Omni channel services. It not only helps in attending customers at the right time, but also ensures that proper feedback is obtained for further improvement in service quality. 

Let’s discuss several use cases of Omni channel & Salesforce service cloud in detail.

What does Omni channel mean in general?

Before jumping onto the main topic, it’d be great to know the meaning of this term. So, as you might know, now companies are present on virtually every platform. From Social media, to email, and from online chat rooms to traditional phone calls, you can approach the company through any means. 

This is called Omni channel presence. And while it might look simple from an outsider point of view, catering to customers who approach brands from different channels gets difficult for the support team. Just imagine getting 100 customer case requests from Twitter, 50 from traditional phone calls and another 20 from Email, how would you assign the tasks? How would you segregate high priority requests from low priority ones?

This is where Salesforce Omni channel comes into picture. 

What is Salesforce Omni channel customer service?

It has brought a revolution in the way companies interact with their customers. It puts the customer’s experience at the core by providing easy access to the customer service support. On the other hand, the support team is also benefited as the workload gets divided in an intelligent and optimum manner. 

 

omni-channel

 

Below we have listed down the several benefits of using this feature provided by Salesforce. So let’s have a view on the same.

Benefits of using Salesforce Omni Channel

  • Eliminates the ‘Cherry picking’

The job profile of customer service executives requires them to always be on their toes. This is why once in a while, they might engage in cherry picking of service requests which can be detrimental for the company. Omni channel eliminates this practice by optimum allocation of work so that they don’t get tired and consequently don’t cherry pick service requests. 

  • Proper Distribution of work

Omni channel leads to proper distribution of work. This is done through three manners:

  • First- Queue based assignment

For example, if a new case pops up, it would be assigned to an agent who is unoccupied at that moment instead of someone who is already working on two cases. 

  • Second- Skill based assignment

What if your company sells products in different countries? Naturally it would need people who are skilled in diverse languages. Here you can segregate agents on the basis of skills, such as Languages and the work would be routed to the appropriate person. 

In the same way, some agents might be thorough in Product related queries, while others may be fluent in solving tech related issues. Omni channel ensures you can keep a database of agents based on their diverse skill sets and allocate the work accordingly. 

  • Third- External Routing

Do you wish to use your existing communication channel with Salesforce Omni-channel? You can do so by integration with the Omni channel. This gives the support team more routing options for their work. 

  • Don’t need to wait for agents to grab work

In the erstwhile setups, cases had to be grabbed by the agents. However, Omni-channel makes sure if the agents are available for work, the case gets automatically routed to them. All they need to do is share their availability status and the rest of the work is done by the software. 

  • Proper training of agents

In the past, most of the times tough cases were handled by seasoned agents whereas other agents used to take simple cases only. This made them less trained and consequently lack of up-skilling prevailed. Now with the queue based routing, agents have to take work regardless of the difficulty level and over time they get skilled in the work. 

  • Agent productivity report: boon for managers

You can see how much time an agent is spending on a particular case, how many cases your agents are declining, and so on. For a manager, assessing a team couldn’t be any easier than this. With Salesforce regularly rolling out updates to improve the analytics even more, the managers can rest assured that their job would become easier in future. 

  • Omni channel feedback 

Getting instant reviews by customers on the service quality they received is essential for a business house to evaluate their work. The best part is that you can get timely feedback from the customer, meaning just after the interaction takes place, and so on. 

  • Easy configuration of Omni Channel

The best part about it is that there isn’t any coding required to configure or get started with Omni channel. All you have to do is search for ‘Omni channel settings’ on your platform and switch it ‘ON’. Thereafter you can enable other features also such as creating service channels, create routing configuration, assign routing configuration to queues, create presence configuration, create presence status, add presence status to profile, add Omni channel box to UI and so on. 

Overall, the tool makes sure the customers and agents both are benefited and overall productivity of the organization gets a good boost in the whole process. 

 

Conclusion

This is all from our side. We hope you found this article helpful. These are just some of the use cases of Omni-channel and you can read more on our blogs to get information about the same. 

Salesforce is a lot of fun and the best utilization happens when you understand how all the features work. We’ve written blogs with extensive information about Salesforce and its benefits for organization. 

Thanks for reading. Have a great day!

Everything-about-Salesforce-Territory-Management-How-to-Boost-Sales-&-Enhance-Revenue
Salesforce

Everything about Salesforce Territory Management: How to Boost Sales & Enhance Revenue

Investment in the right tools we use for our job can save us from countless hours of stress and enable us to focus on the right things. 

When it comes to sales, Salesforce Territory Management plays the role of a reliable tool. From account and territory management to lead and opportunity management, all the solutions are provided under one roof. 

There’s a dearth of literature on how to use SalesForce territory management to benefit sales representatives and enhance revenue. We present you a brief overview of this highly coveted tool you can use to achieve the said results! 

What is Salesforce Territory Management?

Before beginning with the main topic, it’s important that we start from the basics to be on the same page. Salesforce needs no introduction. It is a cloud-based Customer Relationship Management software that is used by more than 1,50,000 customers in the whole world

 

The company has revolutionized the way sales takes place in the world and empowered the customers to serve customized solutions to their clients. The territory management service is a new feather in its cap where it seeks to organize the sales team in a way that boosts productivity. 

It can also be described as an account sharing system that helps in easy structuring and sharing of data to take important business decisions. 

How does it work?

Almost every business organization has divided its sales team on the basis of characteristics such as geographical area or customer group. The territory management tool also allows the business to assign different territories to the sales team based on the sales potential, geography, history, or combination of these factors. 

It gets quite easy to know who’s assigned to work with which accounts, and it also gets easy to allocate work to the sales reps to achieve targets in a more transparent way. The old way of using spreadsheets and maps gets quite clumsy and this is where Salesforce has not only replaced them but also added several functionalities to make the work even easier. 

 

 

Features of Salesforce Territory Management

Having given a brief intro, now it’s time to dig deeper into the several features. 

  • Ideal for all organization

Salesforce is used by all companies ranging from small ones to Fortune 500s. This is why it was imperative to build its functionality in such a way that Territory management can be used by companies with few sales representatives as efficiently as big companies. For example, ‘rule criteria’ allows users’ accounts to be named on the basis of their actual names. This feature is beneficial for small companies with few sales reps. However larger companies can do assignments by number as well due to the sheer size of sales reps. 

  • Role Hierarchy- Organize management relationship

The hierarchy at the workplace demands different information to be used by different people. For example, the VP of Sales may require an overview of figures pertaining to all sales reps, whereas a single sales rep may only need access to accounts within his/her territory. 

The Role Hierarchy feature makes this possible as it prevents unnecessary data sharing and confines data to required people only. This contributes to security of data and also eliminates the duplication of resources and information. 

  • Analytics to provide accuracy and reporting

Performances need to be measured to incorporate further changes. In the present times, the analytics offered by several tools offer this functionality and it’s available in territory management tools too. While using the traditional softwares such as spreadsheets the major time of sales reps goes in arranging data to make some sense out of it, however using Salesforce such efforts are not needed to be put. 

Further the crystal clear visualization of data allows getting a consolidated view of the performances. 

  • More customer satisfaction

As per research by Salesforce, 50% of the time spent by banking agents, relationship managers and insurance managers is spent on performing trivial tasks. Only 24% of the time is spent in actually interacting with customers to deepen the books of business. 

This is why; it doesn’t come as surprising when customers complain about lack of satisfaction with the company and the sales representatives. In this case, if sales reps need to be divested from these trivial tasks, they could focus more on the actual work. Territory management tools allow this leeway. 

In the same way, it also helps reps in playing to their strengths by assigning them the tasks they are thorough in. For example, a sales rep may be good at converting leads, then he/she should be shifted to roles requiring dealing with large clients instead of small ones. 

Things to take care for while Creating Territory plan

  • Effective allocation of resources

While using the analytics, you’ll realize that many sales reps are concentrated in some territory even when no apparent need exists. On the flipside, several territories might require infusion of sales reps to boost customer interactions. A proper analysis of such instances is required to efficiently allocate resources for reducing costs, lowering burnouts among the sales reps. 

  • Asking the relevant questions

Questions such as ‘what are the customers buying’, ‘which events lead to purchases’, ‘what are the bottlenecks in the purchasing cycle’ and others would help in better formulation of sales territory plans. 

  • Sandboxing

Many times it’s hard to be cent percent sure about how a strategy would roll out in actual implementation. Sandboxes can be pretty helpful in such situations. They provide a controlled environment where one can use real data to see how the strategies would play out. 

Salesforce offers such sandboxes to customers based on the requirement. It’s important to use them for getting a clear picture.

Conclusion

We hope the above mentioned information was helpful in making you aware of Salesforce Territory Management. It’s important to take all the necessary actions before beginning with the assignment of sales territory to reps. At CEPTES, we help companies in leveraging Salesforce and Territory management tools to make the best out of their sales plans. 

Reach out to us! We look forward to associating with you!

Salesforce-Financial-Services-Meet-the-needs-of-a-new-global-market-landscape
Financial Services Cloud, Salesforce

Salesforce Financial Services: Meet the needs of a new global market landscape

Research states that 72% of clients would rather bank with Google than their traditional banking companies. What does that point to? It means customers aren’t quite satisfied with the services provided to them.

They are looking for more personalized, proactive, and goal based outcomes that are currently provided by companies such as Google in their niche. And this is where Salesforce Financial Services cloud comes into picture. The world’s no.1 CRM platform has reinvented its services to cater to financial sectors ranging from insurance to banking to wealth management. 

Let’s have an in-depth discussion about how Salesforce can be beneficial for your organization!

What is Salesforce Financial Services Cloud?

Salesforce is a customer relationship management solution that brings customers and companies together.Having created its forte in the CRM industry, the company expanded to fill the gaps in the financial sector. Offering more customization then the sales cloud and traditional CRM platform it is designed keeping in mind the requirements of customers and ease of working for the professionals. 

 

 

When it was first released, it was built keeping in mind the wealth management sector. Now it is catering to different sectors such as insurance & retail banking. It offers unmatched performance in security, data privacy of clients & helps the enterprises in scaling their business. Salesforce releases updates and functionalities at least 3 times a year to further consolidate the working of the FSC. The features solve many issues: longer sales cycles, stringent regulations, high competition, growing customer demands and so on. 

Ahead we’ve discussed the several features that come packed with FSC. 

Features of Financial Services Cloud

 

  • Lightning Empowered Solutions

As per research by SalesForce, 50% of the time spent by banking agents, relationship managers, insurance managers and likes is spent in trivial tasks such as gathering customer info and assembling it to form meaningful results. Only 24% of their time is actually spent in deepening books of business. This points out that they have worked in a siloed information system leading to a disintegrated view of the clients. 

Salesforce FSC cures this anomaly and provides informative dashboards with more info in less number of clicks. The agents could combine the different available data to make meaningful outcomes for providing personalized services to their customers. 

  • Financial Accounts and Goals

As already mentioned, the platform supports different financial accounts such as Investment accounts, Bank accounts and insurance policies, but the real beauty lies in the depth of information provided. 

The agents could see financial goals of individual clients and build investment strategies that cater to those goals. This feature is in line with the goal of providing hyper personalised service. 

Further, the data of each member of the household is also visible which gives a holistic idea of the family and their financial goals. 

  • Action Plans

There are several processes that need to be adhered to in the financial sectors. Some of them could be easily automated to save the time of agents and employees. Actions plans can automate repeatable tasks and even assign work to team members to ensure compliance at every step. For example a private banker can easily onboard a new client and leave it to FSC to automatically assign tasks that need to be done for a smooth experience. 

  • Work on the Go

The platform works on mobile devices as well and can be synced in real time. This feature is quite common in basic apps such as Gmail and tons of features like this in our apps have made the experience even better. You can enter any information on your mobile platform and find it on your PC, all thanks to cloud technology.

  • Filters to make the work easy

Need to check the clients you recently contacted? Just use a filter!

This is just a typical example; the platform has provided different filters such as birthdays and so on. Overall, you could get a 360 degree view with the lightning platform.

How different sectors benefit through Financial Service Cloud

We have listed different sectors and the beneficial effect Salesforce FSC would have on them. 

 

  • Banking

In the retail and mortgage banking sector, FSC can create such a digital experience that is consistent with customer’s expectation. The banks would be able to create such personalization for the customer as if they are meeting them in person. 

On the other hand, when it comes to premier banking, having access to info of customers such as career milestones, household relationships, preferred channels, and financial objectives would enable creating a trusted relationship. 

Our special emphasis on business banking helps agents get an overview of customer’s business and personal needs to cater personalized services to them.

  • Insurance

Insurance is a quintessential need of customers nowadays and having a complete view of all the services requests placed through web, social media, email, call centres helps assisting the customers in a better way. The added flexibility of prioritising inquiries based on urgencies works wonders in assisting customers and gaining their trust. 

Also the agents could be there for customers at a short notice with SOS video chat option. This helps in being there at times of distress. Other than that, just like the banking sector, the insurance sector could also leverage customer details and publicly available data to provide personalized solutions and exceed their expectations. 

  • Wealth Management

The ability to automate routine processes and keeping track of referrals helps in boosting productivity and seamlessly on-boarding new clients. 

As per research, 51% of investors are dissatisfied with the advisor’s ability to meet their needs and this is where Salesforce Financial Services Cloud would help your firm in getting an edge and nurturing deeper relationships with the clients. 

 

Reach out to the best Salesforce Developer in town

 

At CEPTES, we are a team of certified consultants helping banking, financial, wealth management, and insurance services improve productivity, minimize costs, and optimize productivity. We have more than a decade of rich experience in the Salesforce platform.  

We look forward to offering enterprise grade customer support for assisting you in implementing Salesforce Financial Services Cloud

Hope you found the piece helpful. Reach out to our supportive customer support executives for knowing more!

Salesforce

Why Do You Need SFDMU for Data Migration in Salesforce?

SFDX Data Loader plug-in (SFDMU) is one of the latest and most powerful data migration tools for Salesforce and a great alternative for the earlier data loader application. 

The SFDMU plug-in will be useful to populate your org (scratch/ sandbox/ dev/production) using the data imported from different org or CSV files.

The tool supports all the essential CRUD operations such as (Insert/Update /Upsert/Delete) as well as for various related sObjects.

The SFDMU comes with many advanced features that none of the existing tools could offer, and it will make your data migration a fast and seamless process.

Major Features of the SFDMU Tool:

  • SFDMU supports migrating data directly from one Salesforce org to a different Salesforce org without needing the intermediate CSV files.
  • It allows the migration of multiple objects at the same time. 
  • The tool is compatible with exporting/importing data to/from CSV files.
  • It supports composite external Id keys.
  • It does not need any special External Id field to update or upsert operations to bind relevant sObjects. 
  • The tool supports Object Mapping and Customized Fields when the name of the fields and objects in the Source and the Target vary. 
  • During data migration, the tool saves the Record Type for each record.
  • The tool manages self-referenced fields, for example, Account.ParentId.
  • Provides support for Full Person Account. Processes record sets containing mixed Business & Person Accounts.
  • Supports the migration of relevant attachments, notes, and files, which includes binary data.
  • Comes with a built-in data anonymization feature and replaces the original data source with random values while updating the Target.
  • Enables customized binding of polymorphic lookup fields.
  • Provides complete safety and security. The operations are performed on the client’s machine without any cloud interaction.
  • The tool is fully configurable using a JSON file and it is user-friendly.
  • It is quite fast and carries out processes for only a selected subset of fields and records to insert and update and does not touch anything else. 

Installation of SFDMU

 

The Main Window of SFDMU GUI (Source: medium.com)

To use the SFDMU tool property, you have to install a GUI tool and the Data-Move-Utility plug-in to simplify the process:

 

 

The second one in the screenshot, the SFDMU Desktop App is a useful GUI tool that simplifies the use of SFDMU based on Electron.js.

 

Steps to Use the Tool

To run the tool, type the npm start command in the SFDMU-Desktop app:

npm start

The user needs to register and sign in:

 

SFDMU GUI Login Page (Source: medium.com)

 

After login, you need to select the source and destination file in the first step:

 

Selecting the Source & Destination Files (Source: medium.com)

 

In the next step, you need to set the point of the migration:

 

The Possible Options in SFDMU for the Migration

 

The settings are:

  • Object Fields
  • Object Settings
  • Fields Mapping
  • Data Anonymization

The final step is to execute the migration.

 

 

Then the tool will display the execution steps during the migration process.

 

Execution Steps on SFDMU GUI (Source: medium.com)

 

Overall, the SFDMU tool provides the most seamless way of data migration from various relevant sObjects between Salesforce orgs.

Climb Success Ladder Faster with CEPTES
ceptes, Salesforce, Salesforce Developer

Climb Success Ladder Faster with CEPTES

Salesforce is one of the fastest-growing sectors in the IT industry. With cloud gaining popularity among modern businesses, the need for a Salesforce cloud solution is on a rapid rise. As a result, the demand for qualified and competent individuals with expertise in Salesforce is also rising. A career in Salesforce development can be immensely rewarding provided that you join the right team and good organization, such as CEPTES – a top-rated Salesforce Certified Silver Partner.

Joining CEPTES could be the wisest and the best decision you will ever make towards ornamenting your curriculum vitae and adding value to it. Some of the top reasons why CEPTES is the best workplace for you include-

 

Rewards and Recognition: 

Undeniably, money is the biggest motivator for any job or business we endeavor in, but, at the same time, we all strive for recognition also for our efforts. At CEPTES, you will get amply rewarded and recognized for all your valuable contributions on the job.

 

Rewards & Recognition 

A Culture of Innovation: 

Innovation is not just an expectation here, but it is also a culture we foster. In other words, every employee is encouraged to share his/her innovative ideas, participate in brainstorming sessions that lead to innovation, and frankly & fearlessly come up with unique suggestions that may help product/service/solution/process improvement.

 

A Culture of Innovation

Flexible Working: 

Some of us are highly productive in morning hours whereas others tend to work more efficiently in the second half of the day. Therefore, we understand these human limitations and encourage you to work at your preferred shift (from the available options in your department).

 

Flexible Working

 

Also Read: Conquering the Cloud: CEPTES Journey So Far

 

Great Learning with Industry Experts: 

We are happy to have some of the brightest and most brilliant Salesforce experts as our team members. When working with these highly skilled people, you stand to gain a lot in your learning and knowledge about the Salesforce technologies.

In short, you will climb the success ladder faster with CEPTES as you learn more and achieve more in all spheres of the fantastic platform called Salesforce.

Some of the challenging and significant roles you can apply for include:

You can join our ever-expanding team of Salesforce experts at different levels – from entry-level to mid-level and senior management.

Salesforce business analyst – As an analyst, you will closely monitor the progress of the company and competition, figuring out what works the best and what doesn’t, create user requirements for the implementation of Salesforce.

Salesforce functional consultant – You need to have Salesforce implementation skills and expertise in other features as well. You will be someone who accepts user requirements and interprets these into solutions that are ready to be implemented. No or little coding is required as point & click functionality is used for the purpose.

Salesforce Architect- As a Salesforce architect, you will be overseeing and supervising complex solutions and ensuring their success.

Salesforce Developer- As a Salesforce developer, you will be working on various client projects – helping our clients get the most of Salesforce as a SaaS, PaaS, or IaaS solution.

 

You can also apply for AppExchange roles that include:

Implementation Experts – From simple Salesforce implementation that even a Salesforce Admin can also handle highly complex Apps like Accounting packages or CPQ tools, you will make sure performance is done professionally and immaculately.

Support Roles – Apps need ongoing support, and this is what you will be doing if you opt for support roles.

You can assume many other roles and responsibilities, depending on your qualifications, expertise, experience, skill-set, and interest. Please visit our careers section or connect with the HR team to explore great career opportunities for you at CEPTES.

Salesforce-Vaccine-Cloud-Streamline-Vaccine-Management
COVID-19, Salesforce

Salesforce Vaccine Cloud: Streamline Vaccine Management

“Designed to allow scheduling appointments more efficiently allowing it to integrate with any scheduling system.”

As the global vaccination effort is underway to end the COVID-19 pandemic, Salesforce has offered vaccination solutions to accelerate these efforts. 

Salesforce has launched a vaccine cloud solution designed to make scheduling appointments easy and effortlessly manage it to integrate with any scheduling systems in use. 

 

Designed to allow scheduling appointments more efficiently

The Vaccine Cloud upgrades are free, and it offers more reliable ways to schedule their vaccine appointments. In late January, Salesforce first launched the Vaccine Cloud to ease vaccination programs for various organizations to manage the vaccination programs end to end on a single platform. 

Salesforce’s new capabilities to Vaccine Cloud allow residents to help them pre-register to receive a vaccination on their own through a scalable website while eliminating the need to refresh the page constantly. This helps them to know new appointments or wait through their phones.

Once the residents are eligible for the vaccination, they are notified either through a text or an email to schedule their appointment. 

This helps them to avoid waiting for the moment when the slots are released on the website. 

Vaccine Cloud Connects People to a Personalized Scheduling Process

Vaccine Cloud Connects People to a Personalized Scheduling ProcessVaccine Cloud helps several organizations like healthcare enterprises, health care providers, and government organizations to manage vaccine administration hand-in-hand. 

Vaccine cloud benefits with an efficient vaccine management ground. It also helps the front liners like the health workers to plan and administer vaccination approaches to connect and reach people in a great latitude.  

  • Understand, track and communicate with the people.
  • Avoid delaying digital vaccination, do not keep it pending for extended days.       

It helps one connect to hundreds of vaccination sites, making work simplified. A precise workflow helps an enterprise manage vaccine administration with great ease. 

Healthcare enterprises can easily manage dosage, monitoring, scheduling, and staff training.

Vaccine Cloud connects people in a more personalized scheduling approach by enabling them with a one-time link use ensuring equal access to the system. 

When someone clicks on the link, it shows when and where the available appointments are and holds a place until the appointment gets booked. 

It also helps several organizations to scale the online vaccine distribution. 

Conclusion

It’s imperative to integrate ethics with the vaccine management process since hundreds of decisions are made every hour to establish a smooth digital experience. When all the countries are in a race to mobilize the spread of COVID-19, vaccinating a massive cover of their populations as quickly as possible. While the virus is spreading rapidly with no sign of disappearance, businesses possess a vital role to play over blunting misinformation, becoming facilitators and educators to tackle situations. To know more, connect with us

Sales Cloud: What is the Salesforce CRM All About
CRM, Sales Cloud, Salesforce

Sales Cloud: What is the Salesforce CRM All About?

This is a critical time for all of us as the pandemic is still here. Only new strategies can help us find more leads, increase productivity within our staff, and maintain our clients’ loyalty. Salesforce CRM can help you achieve these goals in the challenging times we all are living in at present. 

CRM or Customer Relationship Management, essentially, is a type of software application built to manage critical data at one central location. In CRM, you may check customer information, send emails, even track your sales progress and follow your social media leads.

 

What is Salesforce Sales Cloud? 

The Sales Cloud is a Salesforce CRM based on the cloud. This cloud includes various tools for purposes that I just mentioned above. Also, Sales Cloud helps businesses in better contact management, sales forecasting, sales force automation, and improving productivity. It enables sales teams, managers, and executives to manage relationships with customers, sales-cycle efficiently, access valuable data about competition & own business, and prioritize tasks.

This system can be beneficial for companies of all sizes and types – B2B and B2C because it is a SaaS (Software-as-a-Solution) model. Meaning that the companies don’t need to work on those on-premise apps that demand servers, new upgraded versions, and have software issues. Salesforce Sales cloud allows companies to reduce their upfront costs, easy upgrades, quick setup & deployment, and scale it as their business grows. 

A robust CRM strategy can help you stay on a leading edge. With Salesforce Sales Cloud, businesses can start focusing on their core businesses and leave the sales & customer relations to the cloud. 

 

Salesforce Sales Cloud

Generate More Sales

Whatever is your industry, geography, or company size, we all want to achieve significant growth in our business. For this reason, we all need to develop a structure which helps our sales reps & managers to do their jobs efficiently, and with the help of the best technology, we can avail for them. Salesforce CRM enables you to make the entire process faster, create workflows, and speed up the approvals process for automating manual tasks, such as assembling complex proposals and filling out orders.  

 

Salesforce CRM

Boost Productivity 

Salesforce CRM is highly portable, and a sales rep can log calls, track opportunities, update data, and respond to the leads anytime and anywhere using their smartphone! This increases their productivity and efficiency! 

Also Read: Leverage Salesforce Sales Cloud and Pardot to Drive Higher Customer Engagement

 

Make Informed Decisions

Without a robust system behind, you may find it challenging to make critical decisions fast. But by tracking conversion rates, lead volumes, and your pipeline all in real-time, you can check the business’s actual state, which allows you to decide better from anywhere. Now you don’t need to carry your office laptop everywhere or connect with the IT staff to create reports. Salesforce CRM analytics software will keep you informed with all the customized sales forecasting reports, and you can build them with immense ease. 

 

Sales Forecasting

How Can Your Business Get the Most Benefits from Sales Cloud?

So, finally, you are ready to go for your share of Sales Cloud to improve your sales efficiency. But before we move further, I think we should discuss the benefits you may get with the Sales Cloud for your business! 

 

Improved Customization

Flexible and quick customization is the key feature that attracts businesses to the Salesforce Sales Cloud. Companies today have varying requirements and needs, and through the enhanced customization with the Sales Cloud, you can quickly develop fine-tuned applications, page layouts, and profiles most suitable for your business purposes. Sales Cloud also lets you build strict record-sharing rules and permissions to mirror the structure & hierarchy of your sales structure. This will help you set up different levels of accessibility to company reports and records. 

Other amazing benefits of Sales Cloud for your business may include:

  • Fully automated customer relationship management
  • Create quotes fast
  • Connect with your customers 
  • Sales Cloud can be integrated seamlessly with other systems 

 

Sales Cloud

Conclusion

If you look at the Sales Cloud from a sales rep’s perspective, it is exceptionally helpful in decreasing redundancies, prioritizing actions, optimizing processes, accessing information, and communicating better to close more deals. On the other hand, managers can use Sales Cloud for its various features that provide a unified view of status and history and tools for designing highly efficient approval processes and workflows. Those in a decision-making position can use the dashboards, forecasting tools, and analysis for making fast and informed decisions. To know more, connect with us or request a consultation here.

CTOs Leverage Technology to Focus on Customer Success
Salesforce

How CTOs Leverage Technology to Focus on Customer Success

The success of any sales & marketing plan depends heavily on customer engagement achieved through it. Engaged customers are loyal to your business, and they are perhaps the most significant influencers who help you acquire more customers through their positive word-of-mouth. 

When happy customers bring more customers, the interactions are feel-good. These interactions help boost customer satisfaction while reducing churn. Engaged customers are an asset to any business as they help offset new customer acquisition costs, which is 25x higher than retaining the existing ones. 

Customer engagement is as meaningful as customer acquisition, indeed! While helping you boost sales conversion, customer engagement can help you get more qualified leads as well.

The ultimate goal of sales teams is to sell and keep the company’s revenue on an upward trajectory. Considering customer acquisition their highest priority, sales professionals tend to spend most of their time and efforts on this. Conversely, businesses aren’t entirely excited about acquiring new customers only and want to have more loyal clients that return to their business.

Online research indicates that engaged customers spend at least 30% more on subsequent purchases than new customers. 

 

Benefits of customer retention for any business include:

 

Benefits of customer retention for any business

How to Boost Customer Retention?

 

We all know how important it is to achieve greater customer engagement. But “how to achieve it” remains a question for most of us! With digital e-commerce platforms completely transforming how customer interactions were done so far, it becomes essential for the CTOs to devise strategies that help them get these digital platforms – SMS, chatbots, online stores, and more. 

 

Here’re the quick tips for customer retention:

 

  • Power up your business with AI. Chatbots are a tremendous AI-powered tool that helps boost engagement by being available for customer queries 24/7.

 

  • Be available across all channels customers can look you up for! And these include all social and digital platforms where your competitors are also present.

 

  • Set expectations that are realistic and deliverable! Don’t put too much stress on your sales team for achieving an unrealistic target! It may backfire!

 

  • Ensure that consumer journeys are seamless. Modern customers don’t want to spend time deciding how your website works? Focus on UI & UX!

 

  • Use available client data to deliver a great experience to each of your valued customers.

 

  • Pay attention to customer service as that has a lasting impact in ensuring more excellent customer retention.

 

  • Make use of apps as most customers prefer apps to websites when shopping online, as per various online reports.

 

How Can Salesforce Technology Help Boost Customer Retention and Success?

 

Salesforce has been helping countless businesses achieve more excellent customer acquisition for years. Now you can use it for boosting customer retention as well! Salesforce helps streamline all your integrations to facilitate the creation of a lucid data-funnel through the sales, marketing, and customer support teams. 

 

How Can Salesforce Technology Help Boost Customer Retention and Success 

 

Let’s quickly discuss the best ways through which CTOs can leverage the powerful Salesforce technology for focusing on customer success!

 

Centralized Customer Data

In modern times, business success depends heavily on customer data, which keeps the system up and running. Salesforce helps centralize all data sources in one place – including customer communications via VOIP systems, emails, notes, and other channels. With the power of data in your hands, your sales & marketing teams can make better and informed decisions, meet their revenue targets, and strengthen long-term relationships with customers. Centralized data is more reliable and easily accessible when needed.

 

Personalization 

Stop bombarding your valued customers and business prospects with emails as part of your blast campaign! That won’t work anymore! Personalized messages can help you get your news across just as you want! Thanks to Salesforce’s personalized communication system, businesses can send customized emails, forms, and messages that eventually direct the customers to specific pages (landing pages). 

 

Track Customer Data

As discussed above, data is the backbone of modern businesses, without which it is virtually impossible to create and implement any marketing play. Customer data reveals a lot about them – their location, places visited, things they like, their workplace, and more. Using this information, businesses can respond better to their customers’ needs. Salesforce can help you track your customer data in real-time. 

CTOs can have their marketing data connected with Salesforce to avoid abandoned carts. Salesforce technology empowers businesses to keep a watch on the landing pages that attract maximum customers, making it easier to follow customers’ purchase journey and make informed decisions.

 

 

Re-Engage Customers

Marketing and sales teams find it hard to keep the inactive customers engaged because they do not respond to their emails, calls, and messages. As a result, even the best sales pitches remain ineffective. Most of the sales reps end up abandoning such clients. But with Salesforce, you can be sure that even the most inactive customer is kept connected.  

 

Conclusion

Customer retention is the key to business success, and Salesforce helps businesses harness the power of customer data for increased customer retention. By making judicious use of the customer data and having Salesforce technology in place for creating and implementing strategies that facilitate customer acquisition and retention, CTOs can make way for augmented ROI and revenues for their company. Other than the benefits discussed above, Salesforce helps sales officers understand why customers leave their brand/products/business; merge customer retention and services to deliver an enhanced customer experience. CEPTES is a Salesforce Silver consulting partner who can help you to accelerate the business value of your Salesforce.com investment through consultation, innovation, and digitization. If you want to grow your business, connect with us or schedule a demo.

Top-5-Salesforce-Integration-Tools-to-Boost-Your-Productivity
Salesforce

Top 5 Salesforce Integration Tools to Boost Your Productivity

Boasting the greatest marketing team on the planet and still struggling to achieve your dream sales figure? 

Honestly, setting up an amazing marketing team full of go-getters is just half the job done. 

You need to do a lot more if you want your sales to jumpstart at the earliest.

The Ingredients for Smart Decision-Making

 

You’ll need max productivity, detailed & impressive reports, and intelligent analysis to get an insight that fosters smart decision-making. This is when Salesforce comes into the picture.

 

Salesforce is powerful and robust, but it cannot do the magic all alone! What next? Well, the Salesforce company has taken care of that aspect as well. 

With AppExchange, a big marketplace of plugins, systems, and add-ons, marketers, and developers can benefit in more ways than it (Salesforce) is originally designed for. These tools help enhance the existing functionality of Salesforce.

Explore the AppExchange, and you’ll be overwhelmed for sure to see the massive repository of hooks, integrations, and proprietary systems that may leave you spoiled for a choice. 

 

Salesforce Integration tools are designed to help businesses improve their productivity. With the help of these amazing tools, you can speed up and automate your routine tasks.

 

Understanding the fact that you, as a marketer or a business, might not have enough spare time to research, study, and determine the best Salesforce integration tools to boost your productivity. 

 

Let’s quickly go over the top 5 Salesforce integration tools to help boost your productivity.

 

InsideView

 

This Salesforce integration tool is focused on social selling and is designed to help you deliver the right message at the right time to the right people. InsideView does this through trigger events and by analyzing your connections on social networks. With InsideView, you can monitor more than 25K sources to gain an insight into sales intelligence required on business mergers, new product releases, executive shifts, etc. that are a must to help you stay on a leading edge.

 

Your sales team members can accumulate useful information from business prospects through the People Alerts feature that lets you actively monitor activities from their social media profiles and act on the spot. Furthermore, you can import & filter your contact lists by industry, revenue, recent events, and a lot more.

 

Sales Chatter

chatter

Lack of knowledge about some excellent inbuilt features of Salesforce makes most people think that this platform is not enough to help them save time in various business operations and that only a third-party tool can help them. But those who know will tell you that Sales Chatter is one such amazing Salesforce tool that you can use for ensuring a perfect balance between your project and task management. In short, you don’t need to logout from your business-page to view your social media handle. Chatter allows business owners to effortlessly allocate their social media campaigns to a specific group and get constant updates.

 

Also Read: Top 4 Considerations for Salesforce Integration

 

Conga Compressor

conga-composer

No more do we use external HDDs or pen drives for storing customer interactions. Thanks to the cloud, storing and retrieving customer interaction and information is so easy and quick now. The same cloud powers conga compressor and it saves your salesforce teams from the hassle of maintaining a tedious manual copy and paste culture. Salesforce utilizes this amazing tool for storing customer information in the existing templates that are found in Conga. This tool is straightforward to learn and use. One of the best tools for enhancing salesforce productivity, Conga helps speed up business operations through a seamless workflow.

 

Sumo Scheduler

sumo_scheduler_

 

Designed to simplify appointments, Sumo scheduler is meant for organizations that have to deal with the lengthy and complex sales cycle. According to the reports, most salesforce professionals waste much productive time managing emails and taking phone calls. With Sumo scheduler, you can reduce this time drastically and help your sales team focus on more productive and useful work that brings business for you.

 

Ebsta Inbox

ebsta-inboxEmail marketing becomes easy with Ebsta Inbox in place. With Ebsta, you get access to multiple emails (on multiple platforms like Gmail, Yahoo, etc.) on the same platform, meaning you don’t need to check each email’s inbox to see what’s there. Rather, you can view all the important emails in one place with Ebsta Inbox. Its several features will help your sales team become more productive and perform better.

 

Summing Up

 

These Salesforce integration tools have made Salesforce a truly seamless platform that businesses can use for a wide range of purposes- from email creation, reporting, social-media post-interaction, and more with immense ease. With these tools up your sleeve, you can manage thousands of clients daily without hassle. To leverage the best of the Salesforce integration tools for boosting your productivity, connect with the experts at CEPTES. Call us or schedule a demo to know more about these tools.

Salesforce CPQ cloud solutions
Salesforce CPQ

5 Ways CPQ Drives Peak Sales Performance

CPQ (Configure, Price, Quote) cloud solutions are a boon for modern businesses looking for smarter ways to accelerate sales. Together with CRM, CPQ can do wonders for your business. 

Modern businesses must ensure that reps are able to support customers since buying behaviors keep changing. With CPQ, you can automate and centralize products, contract renewals, discounting, business rules, and pricing. 

Salesforce CPQ cloud solutions make data readily accessible in real-time. With the information at their fingertips, the sales reps are able to respond better and faster to customer needs.

 

Let’s quickly go over the 5 ways CPQ drives peak sales performance.

 #1: Improve Performance

Leaders can create a powerhouse of the focused sales force for establishing a great rapport with savvy customers. Surprisingly, most sales representatives spend only 1/3rd of their productive time selling, whereas they end up wasting their valuable time on administrative tasks, which include searching for information regarding sales in spreadsheets, configuring the data, and pricing each product manually.

Assuming that half of the sales are missed only because your competitors were quick in responding to the customer queries while your skilled reps were busy doing these administrative tasks, you ended up losing half your business to your competitors. With CPQ in place, you can be sure that your sales team is armed with the most useful data that is readily available when they need it for quoting on-the-go, grasping the potential to upsell, and discover new opportunities. Make your team smarter to drive sales and derive profits with CPQ.

A vast majority of customers would happily pay you more if and only they have a great experience.  Historically, sales reps have been swearing by competitive offers and relationship building. Today, businesses are more focused on solving customers’ problems and understanding their needs. Leaders can transform their sales representatives into experienced & competent ‘A’ players – capable of suggesting the best products, offers, and discounts automatically with no need for intensive training.

CPQ is a powerful tool in the hands of innovators and modern sales leaders willing to minimize friction and clash in their workflow by obviating manual processes. By eliminating manual work, sales representatives are able to share customized and accurate quotes in seconds.  

 

#2: Fuel Profits

Sales representatives are almost always stressed out about hitting their targets. Are you also among those? Don’t panic! There are countless CSOs who have to struggle to attain set sales-quotas. 

Disconnected channels, rogue discounts, and quoting & pricing errors are the common culprits in it. You can boost your sales velocity by being quick in your response to customers and by exceeding the expectations of your stakeholders. 

And, this is where CPQ can help you in eliminating pricing/quoting errors, cross-sell & upsell in real-time, and other factors that may affect your business revenues and profits.

 

#3:  Gain Full Control

When you eliminate errors and reduce workflow friction, you are able to grow faster. Customer expectations are here to grow further and that will have a direct impact on the sales quota you need to meet. 

With competitive offers raining from everywhere, it is difficult to keep the customers loyal to one business. But that doesn’t mean you need to stress out. With CPQ, you can gain full control of your customers’ sales behaviors and practices.

 

#4: No Guesswork

CPQ cloud solutions can help sales leaders keep their teams on the right track by ensuring that all the regulations, procedures, and rules around the product, discounts, offers, and pricing are followed. It helps align all the channel users – national as well as corporate regulations. 

The sales leaders enjoy great peace of mind as there are no or minimum claims, financial penalties, in case of a dispute. 

CPQ solution helps organizations standardize the behaviors of their ‘A’ players by guided selling, rule-based configurations, apt options for upselling and cross-selling, and discount governance.

 

#5:Simplify Complex Operations

The advanced CPQ solutions offer advanced mobility, new adaptive-intelligence applications, and capabilities of machine intelligence. With these, sales representatives are able to create tailored, precise proposals, and offers for customers when needed, where needed (on which device), and through what channel needed basis. You can, thus, rid your reps of the heavy lifting and help them focus on sales development and customer engagement.

 

Conclusion:

CPQs help sales representatives efficiently convert their leads into customers. Although it’s the sales team who uses CPQ, it must be implemented with other departments.  With the correct Implementation, your business will have a good sales process. To know more about CPQ, connect with us or request for a consultation.