Your business is like a complex puzzle, with each piece representing data about your customers. Sometimes, it’s challenging to put all the pieces together. But not for Salesforce, a Customer Relationship Management (CRM) system that instantly assembles all the pieces into a comprehensive picture.
Ready to learn how it works? The experts in salesforce consulting at Avenga, a company offering top-notch consulting, development, and customization services for Salesforce, helped us understand.
What is Salesforce?
Salesforce is the world’s leading CRM platform. Founded in 1999 by Marc Benioff and his colleagues in a small San Francisco apartment, the idea was revolutionary: all information and software should be stored online and accessible via subscription. This innovation kickstarted the Software as a Service (SaaS) model, now widely used across the industry.
Salesforce helps businesses better understand their customers and improve interactions with them. It provides powerful tools for automating tasks related to sales, marketing, and customer service, according to Avenga experts.
Here are the core principles of how Salesforce operates:
- Cloud-Based. Salesforce is entirely cloud-based, so there’s no need to install software on local computers. You can access your data and tools from anywhere with an internet connection.
- Modular Approach. Salesforce offers various modules to manage different aspects of your business. For example, Sales Cloud for sales management and Service Cloud for customer service and support.
- Customization. Salesforce can be tailored to meet the specific needs of your business. This includes creating custom objects, fields, reports, and processes.
- Automation. With tools like Workflow Rules and Process Builder, you can automate routine tasks and business processes.
- Analytics and Reporting. Salesforce offers tools for creating reports and analytics, helping you track business performance and make informed decisions.
- Security. Salesforce ensures a high level of data security through multi-layer authentication, data encryption, and other protective measures.
Implementing Salesforce: Benefits
Let’s look at how this platform enhances customer service efficiency and increases customer satisfaction.
Process Automation
Automation in Salesforce covers various business aspects. For instance, the system can automatically update customer data based on their actions, such as calls or emails. This ensures you always have up-to-date information about your customers without the need for manual updates.
Additionally, Salesforce employs chatbots and auto-responders to handle simple customer queries automatically, such as checking order status or scheduling appointments. This reduces the workload on the staff, allowing them to focus on more complex tasks.
Satisfied Customers
Firstly, customer queries and complaints are processed faster thanks to process automation. The system automatically updates customer data based on their actions, like calls or emails. This ensures you always have current information and can respond promptly to requests.
Secondly, customers are offered personalized services. Salesforce uses artificial intelligence to analyze customer data and create tailored offers.
Tracking Efficiency
Salesforce’s analytical tools make it easy to track the efficiency of business processes and make data-driven decisions. This is crucial for leaders and managers who need quick access to current information without relying on the IT department.
One of the tools is CRM Analytics, integrated within Salesforce. It provides data, forecasts, and recommendations directly within the Salesforce interface.
Examples of Successful Salesforce implementations
Salesforce helps many companies optimize business processes and improve efficiency. Here are a few examples of how implementing Salesforce has led to significant results.
Heathrow Airport
One of the world’s largest and busiest airports, located in London, used Salesforce to digitize and personalize services. The airport increased its digital revenue by 30%, creating a better service for passengers by providing a more convenient and personalized experience.
General Mills
General Mills, a well-known food manufacturer, uses Salesforce to increase consumer engagement. The company leverages purchase data and customer preferences to create personalized marketing campaigns.
Using AI and Data Cloud, they analyze data and provide product and recipe recommendations, as well as predict optimal times for sending messages. This approach tripled consumer engagement, increased the number of registered users by 170%, and saved millions on paid advertising. Brands like Pillsbury and Betty Crocker also saw a 40% increase in “buy now” button clicks in user content.
YETI
YETI, a manufacturer of outdoor gear, boosted mobile conversions by 63% annually by creating an interactive online store on the Salesforce platform. This made it easier and faster for customers to find and purchase products, enhancing their overall shopping experience.
Arizona State University (ASU)
ASU used Salesforce to improve student recruitment processes and strengthen relationships with them. A personalized approach helped the university attract more students, ensuring higher quality interactions throughout the educational journey.
AAA
AAA, the renowned roadside assistance service, reduced customer response times by 10% through process automation with Salesforce. This enabled the company to respond to customer requests faster and improve service efficiency.
So, what can Salesforce do for you? A lot! It’s not just a tool for automation but a real boost for your business. You will improve customer relations, optimize processes, and open up new growth opportunities.