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Salesforce has launched new Customer 360 innovations, which give businesses with strong automation and intelligence solutions to drive efficient growth and create personalized customer experiences at scale, allowing customers to do more with less.
With difficult market conditions such as inflation, supply chain disruption, and labor shortages, it is critical that businesses invest in technology that improves operational efficiencies and keeps employees productive, while still providing the great experiences that today’s customers have come to expect.
Automating manual operations enables businesses to provide better consumer and employee experiences. In fact, 91 percent of firms feel they require automation technology, but just 23 percent have integrated it across business functions. And, as client expectations rise, so does the need for increasingly automated, intelligent operations. Eighty-six percent of consumers believe their brand experience is as important as the product itself, and 57 percent prefer to engage through digital channels.
Intelligence and automation technology can help companies of all types. Wi th these advancements, sales teams can utilize bots to answer client questions and close deals faster. Benefits caseworkers can better serve constituents by automating the delivery of public services such as healthcare and housing, which was previously a manual process and laborious procedure. Marketers can automate how they communicate with clients across channels, allowing them to respond to actions with relevant content promptly. Clients calling into a contact center can have their questions answered instantly by AI-powered bots, or they can be sent to the appropriate channel depending on their activity on the company’s website. And retailers can swiftly deploy new digital promotions to customers and find the quickest route to get their product into the hands of customers.
David Schmaier, President and Chief Product Officer, Salesforce, said in a statement that companies must focus on greater intelligence and efficiency while remaining flexible and resilient to external challenges and changes in customer expectations during unpredictable times. Businesses can use Salesforce Customer 360 to automate in order to save time and money, allowing them to focus their resources on what really matters: driving intelligent and personalized customer and employee experiences.
Furthermore, Salesforce offers an extensive partner ecosystem that provides enterprises looking to digitally transform their operations with unique expertise and solutions. These partners are prepared to execute these solutions, which are adapted to specific business requirements, enabling automated and intelligent interactions that improve the overall customer experience.
Irina Zubova, Vice President, Sales Management and Support, Schneider Electric, said in a statement that Sales Cloud now encompasses the entire opportunity lifecycle. Schneider Electric has cut time-to-close by 30 percent and achieved a 15 percent-20 percent success rate from lead to order after implementing the Digital Opportunity Factory using Sales Cloud. Schneider Electric has also created an automated quoting system with the Salesforce Platform, allowing sales and project teams to complete the quote-to-order process for distributors with very complicated orders in as little as 15 minutes.
Viren Shah, Chief Digital Officer, GE Appliances, said, “We believe that zero distance to customers is the answer to the quintessential question of how to be successful. Our partnership with Salesforce enables us to be closer to every single GE Appliances user, understanding their needs, anticipating their desires, and serving them better when they need us. When the pandemic disrupted our normal lives, our 1,700 service agents uninterruptedly continued supporting millions of users from around the country, enabled by Salesforce Service Cloud and Field Service. Solutions such as Consumer Goods Cloud, Marketing Cloud, and Mulesoft help us create insights and intelligence to understand our historic and current service levels; and connect marketing and performance metrics to deliver zero-distance consumer experiences across all channels.”
