In the current era of digital disruption, landscapes such as marketing and sales are certainly growing more rapidly. With the use of Salesforce, you are able to optimize marketing and sales activities.
In addition to being seen from changes in marketing and sales patterns on an annual basis, the COVID-19 pandemic has also forced companies to make massive changes in the sales sector.
The use of Customer Relationship Management or CRM technology is increasingly being used by companies to increase customer loyalty. One of the software that is widely used to optimize CRM is Salesforce.
Therefore, in this article, we will introduce Salesforce further, both in function and implementation.
What is Salesforce?
Salesforce is a cloud-based application or software that provides CRM or customer relationship management system services.
By using Salesforce, companies that use this system make it possible to see customers 360 degrees through a system that is integrated with various services such as Salesforce Sales Cloud, Service Cloud, to Marketing Cloud. All of these service systems can be accessed in real-time with an automation system.
Benefits of Using Salesforce
Like software functions in general that are used to make work easier, so does Salesforce. Salesforce CRM provides many benefits and uses, including the following:
Optimizing quality and improving customer data management
One of the most common functions encountered in a CRM system is to make improvements to the management of customer data, as well as with Salesforce.
However, the advantages of Salesforce do not stop there, Salesforce is also able to be integrated with various kinds of existing software from users such as ERP applications, to email marketing.
Improve customer service and support in real-time
Advances in technology and information require a company's services to customers to be more real-time. This means that the availability of data and its resources must also be able to be accessed quickly anywhere and anytime.
Salesforce has a Service Cloud service that allows users such as customer service agents to access customer data more quickly so that customer needs can be met on target.
Finding new customers and managing existing customers
Today's CRM software has a variety of services that are easy to use and can be easily integrated with marketing software.
But you don't have to struggle to do the integration. This is because Salesforce has a Marketing Cloud service that can be used by marketing in your company to create targeted campaigns and manage relationships with existing customers to increase brand loyalty.
Services provided by Salesforce
After you know some of the benefits of using Salesforce, you certainly want to know what are the services of Salesforce, right? Following are some of the services provided by Salesforce.
Sales Cloud
Sales Cloud is a Salesforce platform that allows you to manage sales with integrated customer data support.
This service in the Salesforce CRM platform supports various types of business that you run. Starting from B2B (Business to Business) and B2C (Business to Customer).
This service in Salesforce is also able to provide estimates or forecasts for the purposes of calculating company income. This is certainly beneficial for sales leaders to increase company productivity and improve the performance of the sales team.
Service Cloud
The next service or service provided by Salesforce is the Service Cloud.
The services in the Service Cloud allow companies to manage customer relationships such as managing customer data and provide service and support to your company's customers.
The purpose of using the Service Cloud is to improve the customer experience so that companies can increase customer retention rates.
Service Cloud is usually used for call center divisions or customer service in general.
The advantage of this service is that the company is able to activate customer service in the form of an omnichannel. This means that the company is able to provide customer service not only offline (by phone) but can also be used to provide online services, namely through social media and online chat. This makes the services provided by the company more real-time while prioritizing customer support and accuracy.
Marketing Cloud
Being the number one CRM platform in the world, Salesforce is also developing Marketing Cloud as one of the best selling services with sales force automation support.
You can use the Marketing Cloud starting from the marketing strategy that is poured through the Journey Builder, Email Studio, Social Studio, Advertising Studio and so on.
Salesforce Marketing Cloud has become even stronger thanks to Einstein AI (Artificial Intelligence) which is certainly not owned by CRM or other marketing automation software to increase the productivity of the marketing team accurately.
Cloud marketing is suitable for companies whose operational bases still tend to be conventional and want to activate digital marketing.
In addition, cloud marketing is also suitable for online businesses that can be used for market segmentation so that marketing strategies are more targeted according to customer needs across platforms to build customer interactions through social media and email marketing.
The three services or services from Salesforce are services that are quite in demand today.
In addition to these three services, Salesforce also has other services such as Community Cloud, Analytics Cloud with Tableau support, and Commerce Cloud that can be used for your online business.
Customer Usecase
Transportation
Transportation companies tend to run their business conventionally, such as taxi companies, car rentals, charter buses, to logistics. Companies like this usually don't have a platform to use for customer relationship management.
Therefore, they need massive digital transformation so that the company is no longer just product-centric but becomes a more customer-centric company.
In addition, the management of the company's social media is also a challenge because transportation companies tend to be conventional and consider social media not to be a means of publishing and establishing relationships with customers, but only as a 'digital presence'.
However, by utilizing these resources, the company is able to make social media a platform to explore further, such as sentiment analysis, to social media trends to build services according to customer needs.
Pharmacy
Different business bases, of course, different marketing strategies are carried out. Pharmaceutical companies are currently companies with a fairly high growth rate in the midst of the Covid-19 pandemic.
Pharmaceutical companies that do not yet have tools that support visibility, as well as reporting journeys as well as performance campaigns run by marketing, make it difficult for companies to determine which campaign is more effective to run.
Therefore, pharmaceutical companies like this need to carry out digital transformation.
Digital analytics and automation are now the right choices to accelerate the digital transformation process and increase transparency. So that digital marketing automation can significantly increase company productivity.
Conclusion
Based on the experience of our Salesforce certified team, we are accustomed to handling various use cases with various types of industries that want to optimize customer relationship management crm.
Salesforce is a CRM solution for your company for digital transformation starting from a website for customer support, marketing strategies that are run through the salesforce marketing cloud, to increasing the efficiency of the sales team through sales cloud services that can be integrated with a variety of existing tools you have. Hope it's useful!
