Source: IDC, Semiannual Software Tracker
Nowadays, it is difficult to imagine an efficiently operating business without special IT solutions, which include CRM platforms, i.e. so-called customer relationship management systems. Salesforce is currently the most popular CRM platform for companies that has conquered Western markets by delving deeply into the needs and processes of its Customers. Salesforce was present in Poland mainly due to international corporations that applied it at their Polish branches. Recent years, however, indicate significant increases in sales to Polish enterprises.
Many companies inspired by digital transformation (DX) processes and its benefits manifest their interest in Salesforce CRM mainly in terms of sales and customer service. Sales Cloud and Service Cloud modules are certainly the most needed and can bring measurable financial results to companies (higher sales, less lost customers). Let us look at the basic and typical benefits from the implementation of Salesforce in a new organization:
|Sales Cloud||Service Cloud|
|Better organization of information|
|– all customer and activity data in one place – full details about customers and activities with customers – nothing is lost – standardization of processes and procedures in the sales department||– all incidents, service requests in one place – full details of incidents reported by customers – nothing is lost – standardization of processes and procedures in the service and customer service department|
|Greater knowledge of business|
|– extensive reporting capabilities allowing for the analysis of the sales situation and results forecasting on an ongoing basis – excellent tools for data visualization||– extensive reporting capabilities allowing for the analysis of the status of requests and the progress of work on an ongoing basis – excellent tools for data visualization|
|Better human resource management|
|– specific assignment of persons responsible for a given project – defining tasks – the ability to monitor user activity and evaluate their work – data correctness check||– specific assignment of persons responsible for a given request – defining tasks – the ability to monitor user activity and evaluate their work – data correctness check|
All of the above internal benefits translate into an improvement in service standards and an increase in sales results in the long run. Systematic expansion of the database, knowledge of customers and their needs is the most valuable resource of any enterprise.
Despite the many undoubtable advantages, we must remember that Salesforce will not solve all our problems if we do not improve the processes, tools and skills of users. Moreover, each company operates differently and requires the system to be adapted to their own needs. Here, the most important role is played by the so-called “integrations” or plugins available on the Salesforce marketplace. One of the most popular is the CTI (Computer Telephony Integration) solution, which allows us to connect company phones to CRM and make/receive phone calls directly in the Salesforce contact card.
This seemingly small softphone-like application is a real “game changer” in the field of automation and improvement of work efficiency. The following video and table illustrate the key features and benefits:
|Sales Cloud Service Cloud|
|Click to Call|
|Making calls with a click of the mouse in Salesforce without having to pick up the handset and dial a number|
|The system will recognize the caller in the CRM system and bring up their customer card|
|Automatic call login|
|Automatic recording of activity on contacts in CRM|
|It records the call on an external server and shows a link to the recording when the contact is active|
|CRM integrated reports|
|Absolutely the greatest advantage of the entire integration. Thanks to it, managers can check the activity of their teams while working with customers.|
The Click2Dial plugin works as an overlay to Salesforce. It connects the telephone exchange system or contact center system with Salesforce, giving employees the comfort of working in only one system. This is undoubtedly one of the most useful plugins to improve team effects and customer relationships.
Click2Dial is available for two flagship Salesforce products: Sales Cloud – a fully customizable CRM, enabling sales to be increased, i.a. through lead generation or business analytics, and Service Cloud – an application that allows companies to easily manage customer problems, i.a. through automation of service processes. You can use Click2Dial in both the classic Salesforce version and the latest – Lightning Experience. If you want to learn more about Salesforce functionalities, read other articles on our blog.