What does salesforce do?

We answer some basic questions about what Salesforce does, what Salesforce CRM software is used for, and how Salesforce works.

So you’ve got some customer data. But what do you do with it? How can you use that data to tell the story of your customers and what they want? Many companies come to us frustrated because they can’t easily answer these questions. Sales doesn’t share data well with marketing, for example, or marketing doesn’t know when a customer makes a service request.

Budgets are tight, and you need to be as efficient with your data as possible. Salesforce’s customer relationship management (CRM) software breaks down the technology silos between departments. You get a complete view of your customer everywhere they interact with your brand. And your employees can share a single customer view from any device, anywhere in the world.

What is Salesforce used for?

Another thing about Salesforce’s CRM platform: It’s software, not hardware, and it lives in the cloud. This means your marketing, sales, commerce, service, and IT teams can be connected on our platform no matter where they’re physically located in the world.

This digital workplace helps businesses, government agencies, schools, and nonprofit organisations large and small deliver exceptional experiences. And it’s doing so across industries, including healthcare, retail, consumer goods, manufacturing, financial services, media, communications and technology.

How does Salesforce work?

Salesforce offers apps that unite every team – marketing, sales, commerce, service, and IT – around a single, shared view of customer data on an integrated platform. Employees can access the information they need to do their best work. And they can collaborate and align with colleagues much more easily. This ultimately leads to more connected, personalised experiences for your customers, building stronger relationships. How? This holistic view of each customer shortens the time it takes for companies to resolve customer issues. It also eliminates redundancies in communication and allows for highly personalised interactions.

How can Salesforce be used for marketing?

Salesforce’s tools can help your team tailor marketing messages to the right person at the right time on the right channel. It can also help you improve lead generation, customer acquisition, and upselling and cross-selling opportunities.

Salesforce can help you collect and manage first-, second-, and third-party data, and reconcile data from known and unknown customers and prospects. Salesforce’s customer data platform (CDP) is the glue that brings all of these data sets together, allowing you to offer personalised experiences and make the customer journey easier and simpler. Salesforce is also flexible enough to help you integrate data sources outside of our own.

Artificial intelligence (AI) integration helps your team plan and optimise every customer interaction. You can quickly and easily make data-backed decisions about new customer segments you want to target.

Salesforce can also help you build connected brand journeys that adjust based on your customer’s interactions, and give them the most helpful personalised experience.

How do you use Salesforce for sales?

Your sales team can spend less time on data entry and more time connecting with customers. Salesforce’s tools can also help your sales reps and support team develop and implement a precise, repeatable sales process.

Better still, by connecting sales with marketing, service, and more, your opportunities increase, and your customer experiences feel more seamless and engaged.

Can Salesforce also work for B2C and B2B shopping and commerce?

If you want to build simple, seamless business-to-consumer (B2C) and business-to-business (B2B) commerce experiences that help grow revenue, engage customers, and connect commerce to the rest of the business, Salesforce has tools for that, too.

Easy to implement and adapt, our flexible platform for commerce can scale anywhere. Salesforce can help your products and services for both businesses and consumers convert more customers with personalised buying experiences.

What about customer service?

Deliver consistent, personalised customer service across every customer interaction – from the contact centre to the field, and from service automation to chatbots powered by AI. Salesforce can help you manage numerous touchpoints, including customer service, self-service channels, field service, and digital channels like chat, SMS, WhatsApp, Facebook Messenger, and more.

Salesforce has lots of ways to help you resolve cases faster, provide instant support, and make sure that agents have a complete and informed view of your customer at every interaction.

What about IT?

Whether your team is tech-minded or not, Salesforce’s integrated Information Technology (IT) tools can help your entire organisation build modern apps to meet employee, partner, and customer needs. Salesforce’s can put you on the path to increase productivity by automating processes that help teams across your organisation improve scale, transparency, and security as you need it.

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In today’s world, businesses are facing numerous financial headwinds. Inflation and workforce instability are affecting future plans. Supply chains are overwhelmed. Companies need steady, predictable operations – especially now. Salesforce’s tools help increase productivity and efficiency, allowing you to do more within tight budgets and continue on a path to growth.

In summary, Salesforce creates CRMbased tools and solutions for companies of all shapes and sizes. For more information, please visit www.deloitte.com/mt/salesforce