Eighty-six percent of consumers say brand
experience is as important as product, but CFO optimism about the
economy has dropped 10% over the last two
quarters1, meaning companies will
likely need to do more with less
Einstein currently generates 175 billion
predictions per day, Flow Automations save customers over 100
billion hours every month, and Salesforce runs 1.3 trillion monthly
automations on the Salesforce Platform, which amounts to
$2.19 trillion in customer business
value
Customers like Schneider Electric and GE
Appliances are leveraging Salesforce to digitally transform their
businesses
SAN FRANCISCO ,
Sept. 14,
2022 /PRNewswire/ -- Salesforce, (NYSE: CRM), the
global leader in CRM, today introduced new Customer 360 innovations
that provide companies with powerful automation and intelligence
technologies to drive efficient growth and deliver personalized
customer experiences at scale, helping customers do more with
less.
With challenging market conditions like inflation, supply chain
disruption and labor shortages, it's vital that companies invest in
technology that improves operational efficiencies and keeps
employees productive, while still delivering the great experiences
today's customers have come to expect.
Automating manual tasks helps businesses provide better customer
and employee experiences. In fact, 91% of organizations say
they need automation technology, but only 23% have actually
implemented it across business functions. And, as customer
expectations continue to rise, the need for more automated,
intelligent processes has increased. Eighty-six percent of
consumers say their experience with a brand matters as much as
products, while 57% prefer to engage on digital channels.
Companies of all types can benefit from intelligence and
automation technology. With these innovations, sales teams can use
bots to answer customer questions and close deals faster. Benefits
caseworkers can better serve constituents by automating the
delivery of public services like healthcare and housing, previously
a tedious and manual process. Marketers can automate how they
engage with customers across channels, enabling them to respond
immediately to actions with relevant content. Customers calling
into a contact center can get their requests solved instantly with
AI powered bots, or routed to the appropriate channel based on
their activity on the company's website. And retailers can quickly
deliver new digital promotions to shoppers and find the fastest way
to get their product into the hands of customers.
"In times of uncertainty, it's critical for companies to focus
on greater intelligence and efficiency while staying flexible and
resilient to external pressures and changes in customer
expectations," said David Schmaier,
President and Chief Product Officer, Salesforce. "With Salesforce
Customer 360, businesses can automate to save time and money so
they can spend their valuable resources on what matters: driving
intelligent and personalized customer and employee
experiences."
Product Information
Salesforce's Customer 360 is the single source of truth for
every customer, delivering end-to-end automation and powerful AI on
a low-code, highly scalable platform that connects data across
sales, service, marketing, commerce, and more so companies can
personalize every interaction and drive efficient growth.
Sales Cloud innovations help drive
rep effectiveness
To close deals fast, sales teams need technology to help them
forecast with precision and ensure every rep is productive and
confident.
- Sales teams can generate more qualified leads and accelerate
pipeline virtually with Einstein Bot for Sales, which helps
reps avoid minutiae and focus their time on closing deals fast. The
bot can perform multiple tasks including answering customer
questions, connecting them to the right rep via Slack, and
automatically scheduling meetings.
- Companies can raise rep productivity with Enablement,
which provides data-driven coaching to help sales managers focus on
improving the skills that matter most to fuel efficient growth.
Enablement automatically tracks achievement milestones and delivers
training programs in the flow of work, ensuring reps can skill up
fast.
Service Cloud innovations drive
stronger customer engagement with data and automation
Service leaders are dealing with a variety of issues, from
rising customer expectations to staffing shortages. Intelligent
automation and connected data can help organizations reduce costs
and provide engaging customer experiences.
- With Service Cloud's next-generation Contact Center
solution, organizations can benefit from real-time data to deliver
proactive, personalized service across any channel, at scale.
Contact centers can improve agent productivity and efficiency with
a unified agent desktop across all channels and AI-powered
recommendations.
- Pre-built experiences for service enable companies to drive
increased productivity and cost savings through automation. The
Service Catalog empowers companies to automate frequent
service requests, like refunds or subscription plan changes, saving
agents time and allowing customers to request services through a
storefront-like experience. And Flow Automation Packs
provide capabilities for automating the life cycles of various
tasks — like managing incident tickets and customer onboarding
processes.
Marketing Cloud drives ROI and
cost savings with personalization and automated
engagement
Marketers today need to deliver customer engagement on tighter
budgets. New Marketing Cloud innovations offer real-time
personalization and automated engagement.
- Account Engagement API Enhancements allow B2B marketing
and sales teams to work more effectively together to grow pipeline,
drive efficiency, and reduce costs with a more flexible and
scalable API that enables new integrations with Salesforce's
Customer Data Platform and external segmentation tools. Now,
marketers can create and share segments with CDP, leverage a richer
set of account attributes for personalization, and activate
engagement across channels using Salesforce and third-party
platforms – such as engaging freemium software users with a
personalized enterprise software upgrade journey across video,
email, and mobile.
Commerce Cloud innovations help
companies increase flexibility, margins, and improve customer
experiences
In this increasingly digital world, commerce leaders need to
find ways to increase relevance and drive efficient growth. To
succeed, they need a platform that is flexible, fast, and
personalized.
- With Commerce Cloud's new Composable Storefront,
retailers can take a headless approach to commerce while offloading
the management of site hosting, security, and scalability. The new
storefront allows them to create and deliver flexible, custom
commerce experiences to any device or application quickly without
the need for expensive architecture — helping online retailers
increase conversions and basket sizes while driving down
costs.
- The Store Associate app bridges the gap between digital
and physical shopping by giving store associates automatic customer
insights and inventory levels, helping transform the store into a
fulfillment center. Retailers can cut costs, improve productivity,
and deliver more personalized shopping experiences with
ship-from-store functionality, Buy Online Pickup In-Store,
omnichannel inventory visibility, and personalized
clienteling.
Customers in any industry can
leverage Salesforce to drive faster ROI
Companies need technology built specifically for their industry,
whether for compliance needs, regulatory management, or serving
their customers more quickly. With Salesforce, businesses in any
sector can go faster with flexible and automated technology built
for their particular needs.
- With MuleSoft Direct for Industry Clouds, Salesforce
administrators can enable pre-built connectivity use cases directly
in Salesforce that MuleSoft developers customize and maintain in
Anypoint Platform – reducing implementation time from months to
days.
- Flow for Industries are purpose-built automation tools
that are now included with Manufacturing Cloud, Health Cloud, and
Financial Services Cloud. With click-based configuration and
integration tools, organizations can simplify the build and
delivery of branded and automated experiences for companies in
these industries.
- Governments need to deliver services to the people with more
speed and scale than ever before. With Composable Case
Management for Public Sector, government caseworkers can serve
citizens faster by automating case intake and eligibility
determination, digitizing case documentation, and using data to
drive to better outcomes.
In addition, Salesforce has an extensive partner ecosystem that
provides unique expertise and solutions to companies looking to
digitally transform their businesses. These partners are equipped
to implement these solutions tailored to individual business needs,
enabling automated and intelligent interactions that enhance the
overall customer experience.
"Today, Sales Cloud covers the full opportunity lifecycle," said
Irina Zubova, Vice President, Sales
Management and Support at Schneider Electric. "Since building the
Digital Opportunity Factory using Sales Cloud, Schneider Electric
reduced time-to-close by 30% and earned a 15%–20% success rate from
lead to order. Additionally, with Salesforce Platform, Schneider
Electric has developed an automated quoting system which has
enabled sales and project teams to complete the quote-to-order
process for distributors with highly complex orders in as little as
15 minutes."
"We believe that zero distance to customers is the answer to the
quintessential question of how to be successful," said Viren Shah, Chief Digital Officer at GE
Appliances. "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."
More Information
- Sales Cloud:
https://www.salesforce.com/products/sales-cloud/overview/
- Service Cloud:
https://www.salesforce.com/products/service-cloud/overview/
- Marketing Cloud:
https://www.salesforce.com/products/marketing-cloud/overview/
- Commerce Cloud:
https://www.salesforce.com/products/commerce-cloud/overview/
- Flow for Industries:
https://www.salesforce.com/news/stories/salesforce-flow-for-industries-announcement
About Salesforce
Salesforce, the global CRM leader, empowers companies of every
size and industry to digitally transform and create a 360° view of
their customers. For more information about Salesforce (NYSE: CRM),
visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
1
https://www.richmondfed.org/research/national_economy/cfo_survey/
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SOURCE Salesforce