What Does Salesforce Do? | Salesforce

​​Perhaps you’ve heard Co-CEO Marc Benioff converse on CNBC or CNN. You might also acknowledge our cloud brand, pleasant characters, or our very tall headquarters in San Francisco. However, as a result of our work on the earth is so assorted, we frequently subject the query: What does Salesforce really do?

What does Salesforce do?

Okay, so that you’ve acquired some buyer information. However what do you do with it? How are you going to use that information to inform the story of your prospects and what they need? Many corporations come to us pissed off as a result of they’ll’t simply reply these questions. Gross sales doesn’t share information properly with advertising, for instance, or advertising doesn’t know when a buyer makes a service request.

Budgets are tight, and you want to be as environment friendly together with your information as potential. Salesforce’s buyer relationship administration (CRM) software program breaks down the expertise silos between departments. You get an entire view of your buyer in all places they work together together with your model. And your workers can share a single buyer view from any machine, anyplace on the earth.

The outcome? Buyer data from tech help chats, current purchases, web site habits, and extra move all through your organization in actual time. Your gross sales group is aware of precisely what to supply. Your service group helps them sooner. Their wants are met and their belief in you grows. The power to automate and unify thousands and thousands of information factors in actual time creates a particular sort of buyer magic.

Salesforce’s Buyer 360, now powered by Genie, represents our complete portfolio of highly effective apps and providers that present a deeper understanding of consumers and a greater expertise for purchasers interacting together with your firm. The distinction is obvious: our instruments provide help to create buyer magic. Use any of the apps or combine and match them to actually drill down into your prospects’ desires and wishes. We’ll clarify extra about that later.

What’s Salesforce used for?

One other factor about our CRM platform: It’s software program, not {hardware}, and it lives within the cloud. This implies your advertising, gross sales, commerce, service, and IT groups might be related on our platform irrespective of the place they’re bodily situated on the earth. And now with Slack, Buyer 360 is the world’s #1 CRM that simplifies communication and data sharing between prospects, groups, and companions to energy digital workflows for the brand new approach to work.

This digital office helps companies, authorities businesses, faculties, and non-profit organizations giant and small ship distinctive experiences. And it’s doing so throughout industries, together with healthcare, retail, shopper items, manufacturing, monetary providers, media, communications and expertise.

How does Salesforce work?

Buyer 360 presents apps that unite each group — advertising, gross sales, commerce, service, and IT —  round a single, shared view of buyer information that will get up to date in actual time. Workers can entry the knowledge they should do their greatest work. They usually can collaborate and align with colleagues rather more simply. This finally results in extra related, personalised experiences in your prospects, constructing stronger relationships. 

How? This holistic view of every buyer allows you to resolve buyer points sooner. Prospects don’t have to clarify themselves again and again whereas getting handed to completely different folks. As a substitute, they get hyper-personalized interactions and top-tier service on any machine.

How are you going to use Salesforce for advertising?

We might help your group tailor advertising messages to the suitable individual on the proper time on the suitable channel. We are able to additionally provide help to enhance lead technology, buyer acquisition, and upselling and cross-selling alternatives.

Buyer 360 might help you gather and handle first-, second-, and third-party information, and reconcile information from recognized and unknown prospects and prospects. Prospects don’t have to clarify themselves again and again whereas getting handed to completely different folks. As a substitute, they get hyper-personalized interactions and top-tier service on any machine. We’re additionally versatile sufficient that can assist you combine information sources outdoors of our personal. It’s a complicated, real-time platform that helps you ship buyer magic.

Synthetic intelligence (AI) integration helps your group plan and optimize each buyer interplay. You may shortly and simply make data-backed selections about new buyer segments you wish to goal. 

Salesforce also can provide help to construct related model journeys that modify primarily based in your buyer’s interactions, and provides them probably the most useful personalised expertise. Begin personalizing your buyer journey now.

How do you utilize Salesforce for gross sales?

Your gross sales group can spend much less time on information entry and extra time connecting with prospects. Our instruments also can assist your gross sales reps and help group develop and implement a exact, repeatable gross sales course of. 

Higher nonetheless, by connecting gross sales with advertising, service, and extra, your alternatives improve, and your buyer experiences really feel extra seamless and engaged. Unlock extra group time with Gross sales Cloud. 

If you wish to construct easy, seamless business-to-consumer (B2C) and business-to-business (B2B) commerce experiences that assist develop income, have interaction prospects, and join commerce to the remainder of the enterprise, Salesforce has instruments for that, too.

Simple to implement and adapt, our versatile platform for commerce can scale anyplace. We might help your services and products for each companies and shoppers convert extra prospects with personalised shopping for experiences. Dive deeper into customer-facing and back-end improvements with Commerce Cloud.

Ship constant, personalised customer support throughout each buyer interplay — from the contact middle to the sphere, and from service automation to chatbots powered by AI. We might help you handle quite a few touchpoints, together with customer support, self-service channels, subject service, and digital channels like chat, SMS, WhatsApp, Fb Messenger, and extra.

We’ve got a number of methods that can assist you resolve instances sooner, present on the spot help, and ensure brokers have an entire and knowledgeable view of your buyer at each interplay. Degree up your customer support with Service Cloud.

What about IT?

Whether or not your group is tech-minded or not, our built-in Info Expertise (IT) instruments might help your complete group construct trendy apps to fulfill worker, accomplice, and buyer wants. We’ll put you on the trail to extend productiveness by automating processes that assist groups throughout your group enhance scale, transparency, and safety as you want it. Make each worker extra productive with Salesforce for IT.

See an instance of Salesforce at work

We’ve got many buyer tales to share, however let’s take a look at only one instance of Buyer 360 in motion. 

Magnificence model e.l.f. Cosmetics knew it had to verify each buyer touchpoint on-line was related and constant throughout its channels. So the corporate carried out a mixture of Advertising Cloud, Commerce Cloud, and Service Cloud to remodel and join these capabilities of its enterprise. The outcome was giving consumers the perfect, most seamless and intuitive advertising, procuring, and customer support experiences potential.

These three options labored collectively to supply a holistic view of the e.l.f. shopper to firm leaders, each earlier than and after buy. This allowed the corporate to shortly adapt in real-time to prospects’ beauty wants, enabling e.l.f. communications to talk to every buyer in a customized approach.

These improvements led e.l.f.’s ecommerce website to grow to be first in its sector, with a formidable 55% to 65% retention price. E.l.f. additionally elevated effectivity as a result of they may reassign workers from customer support case decision to extra forward-looking buyer loyalty applications.

You may tailor Buyer 360’s capabilities to your particular wants. Perhaps which means bringing AI, information, or analytics integrations into your processes. Or it’d appear like coaching your group with new expertise. Past the expertise, our international ecosystem of consultants, app companions, neighborhood Trailblazers, {and professional} providers is all the time available, 24/7.

Why is Salesforce obsessive about prospects?

A whopping 88% of consumers say the expertise an organization gives is as necessary as its services and products, in response to Salesforce’s State of the Linked Buyer report. This implies it’s not solely about what you supply prospects, however when, the place, why, and the way you attain them.

At this time’s prospects wish to belief they’re getting what they want from you, when and the place they want it. They need experiences to be easy, they usually’re loyal to manufacturers they’ll depend on. Salesforce’s related buyer experiences assist you make sure that belief.

The enterprise issues we’re serving to to resolve

Companies are actually dealing with quite a few monetary headwinds. Inflation and workforce instability are affecting future plans. Provide chains are overwhelmed. 

Firms want regular, predictable operations — particularly now. Our instruments assist improve productiveness and effectivity, permitting you to do extra inside tight budgets and proceed on a path to progress. Right here’s how:

Join: You could have the information. You could have the individuals who can act on that information. Now you simply want to attach conversations with actions so your folks have the suitable data.

Automate: Don’t weigh your workforce down with mundane duties. Our instruments might help you automate duties and unlock time in your workers to concentrate on the issues that matter.

Combine: Prospects need seamless, quick and personalised experiences. While you combine their information throughout Buyer 360, you’ll unlock new alternatives for higher service and extra gross sales.

Reskill: The wants of your workforce are altering. You need the suitable workers for altering occasions and your staff wish to really feel valued. Obtain each targets with instruments to reskill staff and maintain your workforce on the prime of its sport.

The worldwide issues we’re serving to to resolve

As an organization, we do rather more than innovate CRM expertise. We consider that our best useful resource is our values, and that companies huge and small can use their platforms for change to construct a greater future.

We’re doing what we will to deal with the present local weather disaster, belief disaster, and the disaster of inequality. Since we started in 1999, we’ve positioned a serious emphasis on supporting the worldwide atmosphere. We launched a complete air pollution monitoring device, and we’re behind the one trillion bushes effort to unleash a world reforestation motion.

Firms can create welcoming environments for all workers by looking for range and instructing inclusivity. We’ve got an equality at work module on our Trailhead studying platform with extra data. We even have coaching anybody can entry on methods to construct moral and inclusive merchandise. It’s a part of a motion to construct expertise with intention.

Moreover, our 1-1-1 philanthropic mannequin means we’ve donated greater than $543 million in grants, 6.9 million hours of worker volunteer time, and supplied free or discounted merchandise to 55,800 nonprofit and schooling prospects since we began. You may study extra about our philanthropic efforts right here.

In abstract, Salesforce creates CRM-based instruments and options for corporations of all sizes and styles. However that’s not all. We even have main sustainability and philanthropic efforts that present a window into the center and soul of Salesforce.