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Create a Better Client Centric Experience With Salesforce | Encaptechno

Create a Better Client Centric Experience With Salesforce

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Create a Better Client Centric Experience With Salesforce | Encaptechno

In the present business landscape, it is not anymore enough to have an excellent product or service at a good price. The customer experience that a company offers is much more important than its products and services. This is something that is being understood and acknowledged by all smart business owners.

It is becoming increasingly common to see businesses use new technologies such as artificial intelligence and the Internet of Things. These are the things that enable a better customer experience while also making sure that customer satisfaction is achieved. Businesses must figure out ways to offer the best customer experience if they wish to stay ahead of the curve and competitive.

The ability of businesses to offer amazing services before and after a transaction means that it is possible to offer improved personalization and a highly valued and connected customer experience across channels.

To make this easy, a business must adopt customer retention strategies so that there is an increased focus on becoming customer-centric. The ability to become customer-centric means putting the customer at the center of everything that is done in a business. From sales to marketing, the customer service touchpoints make a difference at every point.

Even though the definition might differ between the industries and individual companies, customer-centric businesses will all have one thing in common with each other and that is the fact that all of them are passionate about customer experience.

What Is Being Customer-Centric?

 

Keeping the customers first at every point is not a new thought. However, it must be kept in mind that the technologies that change customer behavior such as AI, IoT, Social Media, etc. are also enabling businesses to personalize interactions with customers in a completely different way.

Here, personalized interactions do not necessarily mean scaling up a generic experience with a customer’s name. Rather, it is more about creating a dynamic experience at each and every moment beginning from the initial search to every moment of the journey that comes in between. In case a customer has been able to establish a relationship with a brand this means that the customer can receive personalized recommendations based on purchasing history as scrolling is done on a website.

Context: The process of generating a better customer experience can be associated with the process of modifying a garment’s design so that it fits each customer individually. A special highlight in the way tailors work focuses on knowing each customer differently including their build, the way the garments should be, the right fabric, etc. Similarly, organizations today are shifting to selling experiences that fit the needs of the customers. This means that there is a constant modification of products and services so that the end result leads to customer satisfaction.

For example, a hotel group can use personalized information to offer the best experience to customers while anticipating the needs of this customer in advance. This information can be used to offer the right personal care kit to suggest the right food or yoga classes. It can be anything. Another example could be of an online retailer who might show similar products that the customers may have viewed on other browsers while providing direct comparisons to these products.

Importance of Being Customer-Centric

 

Importance of Being Customer-CentricOffering a personalized customer experience is considered an important step in the lead management system. In fact, customer expectations are evolving at a quick pace. The consumers in the present world are way more informed and less loyal as compared to the past generations. The customers look for different experiences that give rise to their trust and the customer will shop around anywhere to find them.

In contradiction with the past, offering services with a smile is not enough. Businesses must realize that customers want to be treated as a person and not merely a number so that eventually the business can win. With so many customers thinking that it has become easier than ever to take the business elsewhere, the pressure is on organizations to get the customer experience right.

The good news is that most customers even pay more for a great experience. This means that if businesses use the right tools then they have an opportunity to increase revenue by delighting their customers in a way that no one can.

What Is a Customer-Centric Organization Like?

 

An organization must know the importance of customer-centricity if it has to succeed. It is important to start with the customer experience and work backward with the technology. This is a lesson that successful companies have been implementing since forever while they stand out as being customer-centric companies.

Salesforce Cloud is an excellent example of a technology that can help businesses. It offers businesses a wide potential to rethink their business model. Retailing is one industry that has not started to explore what is possible. The retailing industry has understood the importance of customer-centricity for some time now but retailers lack both the technology and knowledge to connect sales, marketing, service, and commerce systems that enable a comprehensive customer view.

With technology such as Salesforce Cloud, all relevant and personalized engagements emerge as a key differentiator and retailers can finally make the investments to deliver on the promise of putting a customer at the center of everything. The key to becoming a competent customer-centric organization is starting with empathy. Otherwise, it is easy to risk not seeing the point and alienate the customers.

For example, Nike is a company that really started selling more shoes when the brand turned into a service that can help in tracking running, compete with friends and feel healthier. Nike is a brand that is a lot more than just selling shoes, it is the idea that focuses on delivering a brand promise in a meaningful way.

Why Do Companies Feel Held Back In Offering Customer Experiences?

 

Why Do Companies Feel Held Back In Offering Customer Experiences_
The thing that is holding companies back from cultivating great customer experience is some deep-seated problems. These problems are such that if the companies do not address them timely then they will get worse but the good thing about all of these problems is that they can be fixed.

To make sure that the companies offer the best customer experience, it is important that they work with a combination of innovation, discipline, and technology. More than anything, the companies require unwavering leadership so that business processes can be reimagined when times are painful. Doing nothing and letting the customers move to future-proof competitors can be much worse.

A problem that may get in the way of progress includes siloed front, middle, and back offices that may affect end-to-end visibility. In addition, backward-looking business intelligence affects shaping the future; the static workflows are focused on the past and find it difficult to adapt to the future; all compliance and regulatory issues serve as a problem.

These are some challenges to offer customer centricity which are also remnants of the old ways of doing business. They hold the companies back to move ahead and work smartly. While looking at these challenges and exploring new ways to adapt to the digital future, Salesforce Cloud is undoubtedly the best solution.

Customer-Centric Businesses Need a Single View of All Clients

 

Personalization is not enough if one has to become truly customer-centric. Offering customers a connected experience all across an organization is also important. Sales offer an integrated customer experience which ensures a seamless handoff between departments and striking a contextualized engagement based on early interactions.

Using Salesforce Cloud enables companies to recognize the customers wherever they engage while having a connected experience. Basically, with the support of a salesforce implementation consultant,you can win at each interaction a customer has with your organization. With siloed data being a major roadblock to connectivity, businesses are supposed to look at how they unlock the data held in multiple systems.

Moreover, the businesses also have to ensure that everyone in the organization has a single view of their customer and the role of customer experience is streamlined. If the organizations encourage employees to think about customer experience in terms of what’s better for the customer than the business then this can be a tangible step towards building a truly customer-centric culture.

Organizations go wrong when the employees work with a territorial and a myopic view of customer experience. When people say that customer experience should be owned by marketing they do not understand it goes way beyond that. It actually involves marketing, sales, and services. It does not matter who owns the customer experience more than who is implementing it and when it comes to it, everyone in an organization implements it.

In case there is any disconnection in a team then the result is disconnected metrics and customer experience. Measuring the customer experience in association with revenue and other organizations promotes alignment. All leaders must demonstrate a commitment to the long-term outcomes of customer experience even if the traditional performance indicators drop in the short term.

Customer–Centricity Begins With Trust

 

Customer Centricity Begins With Trust
Since the customer experience runs on data, building trust with all customers is important. In the past, high-profile data breaches have been in the news quite often while highlighting the poor procedures of many organizations. On the other hand, the data misuse scandals affect tons of people which has also left many people wondering how personal information is used.

Many customers think that their personal information is not secure while most others think that companies do not have their best interests at heart. Even though many people are comfortable offering personal information for better experiences, the responsibility is on businesses to be transparent about how personal information is stored, accumulated, and used. In case the businesses use this information to push irrelevant things, they will automatically lose customer trust.

The companies that are successful in earning customer trust can experience many benefits. In addition to spending more with brands they trust, the customers are also more likely to recommend these brands. However, if a company gets it wrong then the stakes are higher of losing a customer. Trusting a company makes the customers more likely to recommend that company further.

The Future is Customer-Centric

 

The Future is Customer-Centric
Organizations must focus on becoming more customer-centric if they wish to survive at the present time. Just as viewers expect recommendations while accessing a streaming service, the tailored customer experience is becoming more of a necessity to customers irrespective of the company that they engage with. The organizations that fail to get on board with this may not be around for a long time.

There is no better customer retention strategy than placing the customers at the heart of every interaction. The customer-centric businesses can create a dynamic, seamless, and uniquely personalized experience for customers that help them in achieving desired outcome and sales. The customer-driven organizations completely reset the valuable and meaningful experience with customers.

In the future, we can see more and more brands deploy the right technologies, right processes and hire the right people to connect all of their customer data while bringing a fundamental shift for companies as they reorient from being product-centric to customer-centric.

Conclusion

 

The use of the Salesforce cloud has the ability to change how business is conducted completely. The organizations can gain an ability to move faster than ever before with a wide level of customer and market-driven intelligence far beyond what was there in the past.

At the same time, customers will have many opportunities to forge the types of relationships they want with the brands they trust. There will be an easy association between the customers and brands that focus more on delivering experiences that delight customers rather than disappoint them.

This will only be possible with technologies such as Salesforce Cloud. If you wish for your company to become truly customer-centric then take the support of an expert Salesforce implementation consultant from Encaptechno who can guide you professionally. For any more queries, get in touch now.

 

 

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Salesforce Visualforce Vs. Lightning: Which is Better? | Encaptechno

Visualforce Vs. Lightning: Which is Better?

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Salesforce Visualforce Vs. Lightning: Which is Better? | Encaptechno


The question of which one out of Salesforce Visualforce and Lightning is better has confused the new and existing customers of Salesforce considerably. Salesforce is a CRM giant that has been extensively promoting the use of Lightning since its inception. However, this does not mean that Visualforce has been replaced.

As a framework that comprises a tag-based markup language along with a set of server-side controllers, Visualforce pages in Salesforce allows the developers to build custom user interfaces with native hosting. On the other hand, lightning is a modern UI framework that is used in the development of dynamic web pages for desktop and mobile devices. Both of these offer ways to create custom user interfaces for Salesforce.

However, which one should the customers choose if they had to go for one? We will see the answer to this question below. However, we will start with understanding Visualforce and Lightning in detail first.

Visualforce

Visualforce framework is known as a page-centric web application model that has a robust set of tags resolved at the server-side. The VF relies on the server for generating a new page when a user interacts with the application. For this reason, it can be pretty challenging to offer a new experience as expected by the users.

That said, Visualforce is considered one of the best choices for the basic functionalities that it brings to the table. It uses a markup language similar to HTML for designing pages and Apex code for handling the database operations. Below is the classification of the Visualforce pages:

  • Visualforce Page: A markup language such as HTML is used for the purpose of designing the layout of pages.
  • Custom Controller: The Apex code is used for handling the backend processing implemented at the Visualforce pages in Salesforce.
  • Java Script: Javascript is completely optional and helps in the maintenance of client-side processing. It can be coupled with CSS for revamping the interface.
  • Apex Extensions: The logical operations can be done using the Apex extensions that are not available in the standard controllers. However, this is also optional.

The framework of Visualforce is a tried and tested model that is simple to implement and can split huge applications into small pages for easy management. However, it has limited interactivity and an increased latency rate.

Lightning

The lightning framework is known as the new app-centric model that offers businesses and data logic to develop dynamic web applications meant for desktop and mobile devices. Salesforce Lightning web components have involvement of JavaScript at the client-side and Apex on the server-side.  

This is a framework that does not completely replace a page at one time, rather it leverages JavaScript for the creation, transformation, and animation of the user interface. The Lightning Components and Applications use Bundles for storing important files while ensuring the fluid motion of the user interface.

The Lightning Component Bundle includes:

  • Component: A markup language that is used for configuring the layout of the component.
  • Controller: This is a JavaScript Controller that is used for handling the client-side processing or an apex controller is preferred for server-side processing.
  • Design File: A design file is also used for describing the design-time behavior of the component that is being used in the lightning pages or in the lightning app builder.
  • Documentation File: A documentation file is commonly used for providing reference documents or the sample code to the users who have received the component.
  • Helper: A helper is supposed to store the reusable JavaScript functions that are handled by the controller.
  • SVG File: The SVG file allows the users to include custom icons that can further be used for reference.

The lightning framework is also used for aligning with the Salesforce user interface strategy. It empowers the users with impressive and interactive experiences and also includes a steep learning curve as compared to Visualforce. Application building is an inherent part of lightning and for this reason, it is somewhat more complex than Visualforce.

Features of Visualforce and Lightning

Visualforce

  1. The Visualforce pages in Salesforce help in the quick development of the simple or complex UIs. This is for both mobile and desktop applications.
  2. Visualforce makes use of diverse development technologies such as JavaScript, CSS, HTML5, and many others that can help the users.
  3. Visualforce can be used to secure the display of third-party images.
  4. The Salesforce Visualforce can be used for accessing metrics such as LogDate, MetricsDate, ProfileID, and many others.

Lightning

  1. The Salesforce lightning web components use the latest technology to help businesses reach out to a wide number of customers. In addition, it also allows the ability to do almost everything on the cloud so that positive relations can be maintained with the customer.
  2. The Salesforce Lightning component also enables customized dashboards for the customers. This is done as per the requirements of the customers.
  3. The Salesforce Lightning assistance can offer a comprehensive insight to the user about all new updates that come on a daily basis.
  4. Work performance charts can be displayed to the users and customers while helping them track the business growth.
  5. The Salesforce Lightning voice enables the business owners to connect with the customers over voice calls within the Sales Cloud server.
  6. There is an Outlook Alliance feature in Salesforce Lightning that helps in improving the CRM aspect. As a partner of Microsoft, transitioning from management programs has become comfortable now. The users can synchronize logbooks in addition to the contact in the Office 365 application for easy management.
  7. The application builder by Salesforce Lightning enables the non-coders to create applications without the implementation of code.
  8. The steel brick feature of the lightning components handles all trading aspects of the business for the owners that are represented as CPQ.

Differences Between Visualforce and Lightning

1. UI Generation Aspect

Visualforce

The users are requested for a web page under the UI generation aspect of the Visualforce. In addition, the server also processes requests by executing the page code. Moving ahead with the process, the server sends the HTML output to the browser and then the browser proceeds the displaying of HTML to the user on his/her interaction on the webpage.

Lightning Components

Under the UI Generation aspect of the Salesforce Lightning Web Components, the users make a request for a component or an application. After this, the bundle returns to the clients and starts loading in the browser. Moving ahead, JavaScript implements the UI with respect to the user’s interaction on the page. Under the lightning components, JavaScript is also supposed to modify or improvise the user interface for the convenience of the user.

2. Usability Cases

Visualforce

Visualforce is implemented for many usability cases or the needs of customers. It is used for offering a page-centric experience to the users with all important information without making any use of the client-side logic. It works best with the implementation of a JavaScript framework such as React, Angular JS, and others.

Visualforce also acts as the third-party framework for developing an interactive page with the use of JavaScript. Under the Salesforce Classic, Visualforce is perfect for building a community for partners and also proves to be more productive when blending with the lightning measures. It helps in rendering pages in PDF format while they are in the application.

Lightning Components

The lightning components have a design that is used to eradicate the limitations of the page-centric approach for giving a high network connection that runs seamlessly with more resources. Integrating the Salesforce Lightning Components with JavaScript derives a fruitful and interactive user experience.

The app-building feature of the Salesforce lightning components enables even non-developers to assemble the components for framing an application. The many functions of the lightning app builder are comfortable and simple to use. Integrating new tabs and other such attributes into the application can be done using easy methods without extra developer knowledge.

The community builder of Salesforce Lightning enables the users to create a community for the customers with all possible components in it. To get successful outcomes with the implementation of the latest technologies, the Salesforce Lightning Web Components are the best decision.

3. Advantages

Advantages and Differences Between Visualforce and Lightning

Visualforce

The Salesforce Visualforce is a tested model that offers efficient results without fail. Any two-way binding is not experienced in it because the users need to wait until the pages are loaded completely from the server to see the updates.

In addition, Visualforce is also very easy to implement and has a higher productivity ratio. The bigger the applications are broken down into small web pages, the more chances are for the users to manage things efficiently. The metadata integration is also available in the Salesforce Visualforce.

Lightning

The user experience of the applications is very interactive which further enhances convenience for the customers. Two-way binding is possible in Lightning and it displays content on the UI after each of it is updated. Lightning Salesforce measures use the user interface strategy of Salesforce for deriving better outcomes.

Here, the metadata is available in the foundation for enhancing the developer’s experience. The console that is available for the developers is also compatible with the lightning Salesforce Components and enhances the developer experience.

 

Will Visualforce Be Going Away Because of Lightning?

There are multiple things that can be done by Visualforce but Lightning cannot handle them at the present time. Even though this will change in the coming future as the new releases of Lightning come into being, for the time being, Visualforce can do a lot.

There has not been any major benefit for building and designing the Lightning Components as compared to the Visualforce Components other than the fact that it is a new technology that Salesforce is going to develop in the future. With the use of Lightning for Desktop, many people are really starting to see the process of creating and designing modular components that can be used both in mobile and desktop experience that can change the design structure of things.

Salesforce Lightning web components also bring a rather native approach while allowing people to drag and drop components onto a canvas for quickly creating a new page or application. In case someone wants to do this with Visualforce then there will be a need to use a platform such as SkyVisualEditor for getting this done because there will be a lot of code to handle. This also brings a new level of design to the independent software vendor community so that they can package and distribute small and reusable components to the customers.

Lightning will eventually replace Visualforce but it will take many years for that to happen. The thing is that lightning is rolled out in phases and it will take many years for lightning to become accessible in all locations that Visualforce is in at the moment. In addition, we will also have to factor in the time taken by people to actively rework their Visualforce code into the Lightning code for supporting the architectural changes.

We are not talking about just taking the Visualforce Page and inserting it into the lightning component, but actually reworking the Visualforce Page for utilizing the component methodology that lightning brings to the table. Hence, Visualforce will go but it will take some time until people really start using Lightning and replacing Visualforce.

Conclusion

We hope that you have a better understanding of the differences in functionality and features that are there between Salesforce Lightning and Visualforce. Business professionals from across the world are implementing the above-mentioned techniques for improving their customer and business data management.

The option that you choose depends completely on your needs. Both of them are good enough and solve many problems and give them a positive boost to businesses. 

For deciding which one suits your business the best, you can have a Salesforce consultant from Encaptechno help you. They will guide you in the right direction while offering you the best Salesforce Solution according to your business needs. 

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How is Salesforce Commerce Cloud Beneficial for your Retail Business? | Encaptechno

How is Salesforce Commerce Cloud Beneficial for your Retail Business?

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How is Salesforce Commerce Cloud Beneficial for your Retail Business? | Encaptechno

Retail business owners find it important to include multiple channels into their sales and distribution aspects for staying competitive. The world that we live in is largely driven by online shopping. This is to a point that the total number of customers purchasing products on the internet has grown dramatically in the past few years.

People are comfortable pulling out their phones in a crowded restaurant for making an impulsive purchase decision based on the recommendation of a friend. It is natural for an increasing number of businesses to continue opening and pushing themselves into gaps for a small share of revenue that makes for a competitive market.

It has become important for businesses to choose a platform that handles operations, agility, scalability, and the customer experience as well. In this scenario, Salesforce Commerce Cloud has actually emerged as one of the best and most functional platforms.

What is Salesforce Commerce Cloud?


Salesforce Commerce Cloud is a future-proof and comprehensive cloud-based e-commerce platform that helps organizations to create an engaging and intelligent shopping experience. This is for customers across a series of channels including social media, web, mobile, store, etc.

The retail e-commerce platform of Salesforce offers a highly functional suite of amazing features and functions using which enterprises can easily connect with existing and potential customers at each stage of the sales funnel. One of the best things about the Salesforce commerce cloud is that it also helps in excellent customer service and support across a wide range of channels and platforms.

It helps enterprises to leverage omnichannel insights for effortlessly delivering and analyzing engagement and behaviour of users across all channels. Another great advantage of Salesforce Commerce Cloud over other cloud-based e-commerce platforms is its unique and built-in predictive intelligence.

Salesforce Einstein AI is an advanced and powerful built-in predictive intelligence system that helps many enterprises to deliver some of the best shopping experiences. This is facilitated by identifying and offering smart insights on the purchasing pattern and customer behaviors.

Salesforce Commerce Cloud Serves Both B2B and B2C Businesses

 

Salesforce Commerce Cloud Serves Both B2B and B2C Businesses

Salesforce calls Commerce Cloud the world’s leading B2C and B2B commerce solutions. With two main products called B2B Commerce and B2C Commerce, the Salesforce Commerce Cloud provides various types of company effective and innovative e-commerce solutions.

  • B2B Commerce: The B2B Commerce solution comes with the power to handle large orders, complex shipping functionalities, and fast checkouts for business buyers. The Commerce Cloud platform is such that it enables all kinds of businesses to scale up quickly and efficiently while giving the customers a personalized and streamlined experience on the internet.
  • B2C Commerce: B2C Commerce version of the Salesforce Commerce Cloud to create buying experiences on both the web and mobile sites. The retailers have an option to launch multiple branded websites while managing them within a single space. Since all customer interactions go way beyond the brand’s website, the B2C Commerce Cloud is designed to interact with prospects on social media and email.

Benefits of Salesforce Commerce Cloud for Retail Businesses

 

1. Predictive Intelligence

 

The feature of predictive intelligence along with Commerce Cloud eliminates any need for manual data analysis and a host of third-party tools. Einstein is the next-generation artificial intelligence embedded in the Salesforce Commerce Cloud. It is a system that enables brands to offer a delightful and personalized shopping experience across all channels without any interruption in the user experience.

With Salesforce Einstein, brands are empowered to recommend the best products at each touchpoint; generate predictions for all shoppers; get smart conversions with data-driven insights; save time because of automated merchandising tasks. The personalization offered by the Salesforce Commerce Cloud is important for brands that wish to stay competitive because with every passing day customers are demanding personalization.

Einstein and Commerce Cloud offers everything considered important in terms of personalization. By offering a smart, predictive, and a personalized experience, brands can depend on the Commerce Cloud to enhance loyalty and facilitate conversions. If we add a unified buying experience and commerce cloud benefits to that then it becomes easier for the customer to buy from anywhere including social media, mobile, website, and store.

2. Seamless Ordering Experience

 

It is important to create customized shopping experiences along with a seamless ordering process. Oftentimes, companies get overwhelmed in the process of integrating systems with their legacy management systems and this makes for a slow and error-filled end-to-end commerce experience.

This is where the lightning order management add-on comes into play. It is a single unified platform that integrates all of the systems while allowing a person to visually manage important workflows. With a single look at the inventory, it becomes possible to prevent all sell-throughs and overstocks.

When the Salesforce Lightning Order Management is your ordering command center, you can customize the shipping, processing, and delivery process used for simple drag and drop tools. No coding is required and there is also an option to automate payment capture and invoices.

What’s notable is that Salesforce noticed the self-service option power for boosting customer loyalty and driving purchases from returning customers. Lightning can make it all a reality for you by giving customers the ability to check the order status or manage cancellations, returns, and exchanges.

3. Improved Marketing

 

Improved Marketing - Benefits of Salesforce Commerce Cloud for Retail Businesses

In between the confines of Salesforce Commerce Cloud, the retailers can manage and share product content, information, and images across various categories, sites, and catalogs. In fact, it is also possible to unify all of those things across multiple sites with different currencies and languages.

It is a CRM for the retail industry that enables us to connect with customers with the right product, price, assortment, offer and content at just the right time for maximizing conversion rates and increasing average order value.

Finally, the brand marketers, content creators, and merchants are all empowered to drive the business, launch campaigns, run promotions, refresh regularly, and launch A/B tests for optimizing conversions without any technical support. One can also optimize customer searches and conversions by using the merchant rules based on search intent and profitability of products.

If we add this feature to the Salesforce Marketing Cloud then the retailers have a one-stop solution for handling almost everything from paid advertising, social media management to email campaigns and reports for each touchpoint and experience with a brand.

4. Great Sales Opportunities

 

When we talk about the inventory, statistics show that out of stocks cost the retailers a significant amount of money in sales. Even though online shopping has become a norm, there are still many people who prefer shopping from brick and mortar stores.

But the fact is that when the shelves are not restocked with the products that the customers are looking for, the customers go to a competitor to buy a product. This is both online and physically.

A Salesforce B2C Commerce Cloud add-on called Endless Aisle is meant to minimize sales lost because of OOS or unavailable products by tying the in-store and digital experiences together. Instead of leaving the customers entirely empty-handed or disappointed, a brand can have its associates greet the customers with a smile.

If a brand allows the customers to place digital orders for products that are out of stock with an option of getting them delivered to the customer’s homes whenever the product is in stock, it is always helpful.

Even better, the shoppers can help themselves using the in-store kiosks. Other than seeing an increase in sales and brand engagement, the use of endless aisle technology can enable a team to improve forecast accuracy as well.

5. Customer Support

Customer Support - Benefits of Salesforce Commerce Cloud for Retail BusinessesIn terms of the customer support offered by Salesforce, there is an extraordinary level of promptness shown by the organization. The customers of Salesforce think of the platform as a lot more than just a CRM software provider.

Salesforce Commerce Cloud can be considered as a strategic advisor on innovating and enabling the business to grow. This is a great deal because it is actually something rare that only a few competitors can match up to.

The Salesforce team does not just respond at the right time but also ensures that the user is not facing any problem. Also, if the consumer partners with a certified Salesforce consulting partner, the road becomes much simpler to walk on for the development objects and the business process adjustments.

An online case submission with a two-day response time is included in the subscription fee. However, if the customer wants an added support with a prompt response time then signing a premium and useful admin support becomes important.

6. Content Management

 

In the present competitive world of B2C businesses, a strong online presence is important. With the help of Commerce Page Designer, one can create an appealing website that is both easy and efficient.

The Commerce Page Designer offers easy-to-use capabilities that enable the marketers and merchandisers to design some of the most engaging and feature rich experiences without any code. What’s more, pre-built templates and tools can be used for converting complex data into customized content such as lookbooks, promotional banners, and landing pages.

All of this can be done within a matter of seconds without any need for an outside agency. In fact, it is also possible to embed Einstein Product recommendations for showcasing relevant content to users based on geographical area, customer group, language, and device type. A major percentage of customers expect a connected experience across various channels which is why this tool is made to keep the content consistent.

7. Omni Channel Capabilities

 

The retail e-commerce platform of Salesforce Commerce Cloud unifies e-commerce, offline store operations, and order management in just one SaaS solution. This platform is largely focused on allowing the retailers to run their business across various channels from a single platform while being widely respected for streamlining sales, operations, and fulfillment at scale.

The Salesforce Commerce Cloud also enables the merchants to implement services such as buying anywhere and fulfilling anywhere with the help of an order management solution. This offers many flexible purchasing options to the shoppers including shipping from stores, in-store pickup, etc.

8. Pricing

 

Salesforce Commerce Cloud is a CRM for the retail industry that comes with an income-sharing pricing model. An important part of Salesforce’s contractual obligation is that it takes a license fee reliant on a percentage commission of the online sales. The Salesforce team recently changed pricing so that the small businesses could use the platform effectively and make their best use.

The pricing model that is applied to help small businesses use the platform is based on Salesforce Commerce Cloud Starter Tier, Growth Tier, and Unlimited Tier. Other than this, Salesforce CRM also offers SMB and enterprise pricing plans that can be billed annually. Some bundles called Sales Cloud Lightning and Service Cloud Lightning are also available on requests.

9. E-commerce Functionality

 

E-commerce Functionality - Benefits of Salesforce Commerce Cloud for Retail Businesses

The platform comes integrated with some of the most important e-commerce functionalities such as catalog management, internalization, and omnichannel benefits which makes Salesforce Commerce Cloud the best b2c ecommerce platform. These functions are all integrated with machine learning, personalization, and reporting which makes all the more effective.

That being said, it must be noted that the Salesforce Commerce Cloud comes from Demandware acquisition which means that the platform works independently and is not integrated with Salesforce products. More often than not, custom development is required to leverage the optional features which can create some complications in case the tools needed are not already present in the Salesforce Marketplace.

Conclusion

 

Given the benefits offered by Salesforce Commerce Cloud, it will be safe to say that it is a functional and scalable e-commerce platform with multiple native capabilities of merchandising, multiple store management, internationalization, and customer segmentation.

The platform is used by many retail brands because of features such as endless aisle, point of sale, internalization features, advanced merchandising, machine learning, and proven cloud-based solutions.

One of the best decisions to choose Salesforce Commerce Cloud relies on the nature of a business, priorities, customization needed, the amount of freedom, and agility needed in a platform. In case you wish to make the best out of a proven cloud-based platform then Salesforce Commerce Cloud is the best choice for you.

For any more information on the implementation and use of Salesforce Commerce Cloud, get in touch with the team of Encaptechno today. 

 

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How is Salesforce Sales Cloud Different from Service Cloud? | Encaptechno

How is Salesforce Sales Cloud Different from Service Cloud?

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How is Salesforce Sales Cloud Different from Service Cloud? | Encaptechno

For many people, the dilemma of choosing either Salesforce Sales Cloud or Service Cloud can be an overwhelming one. However, the truth is that both of these solutions overlap each other in many ways while making it somewhat challenging for the users to make a choice.

Both of these solutions are highly used and in fact, they make up a lot of Salesforce’s revenue as well. But the question is, what should you choose in the long run?  In this blog, we will give you a guide that will help you answer all the questions one by one. Keep reading to make an informed decision.

Salesforce Sales Cloud

 

The Salesforce Sales Cloud is one of the most important Salesforce products designed for the management, analysis, and management of sales processes. Many times, both the sales representatives and sales managers use the functionality of Salesforce Sales Cloud for completing the tasks scheduled for different priorities and better efficiency.

As for the sales representatives, the Salesforce Sales Cloud offers efficient and rather comfortable customer communication with numerous channels right within the Sales Cloud UI. With an advanced integration on a customer’s website and social media sync, you can collect precise information about contacts, accounts, and targets. There are extensive automation capabilities that help the sales representatives with numerous routine tasks while freeing up their time for nurturing leads and closing multiple deals.

With the sales cloud implementation, you can construct a sales strategy and manage it within a single system only. Sales Cloud helps sales managers control and assess sales representatives. By using the performance data, the sales manager can easily identify the strengths and weaknesses needed to improve skills which then allow increasing the overall performance of the sales department.

By using the Sales Cloud, sales managers can also deal with challenges such as disjointed sales processes and the process alignment needed with marketing.

Salesforce Service Cloud

 

On the other hand, the Salesforce Service Cloud helps in making the customer service process much easier and effective. Since it is way cheaper to retain a customer as compared to gaining a new one, the Service Cloud can become a strategically important tool for your company. The customer service managers say it can positively affect customer retention rates while ensuring that a company is recognized for caring about customers.

For the customer service agents, the Salesforce Service Cloud offers integration with numerous channels of communication with customers. As communication via every channel is available within the Service Cloud UI, the customer service agents can serve much faster. In addition, the service cloud enables creating and managing a knowledge base that can be a useful source of information for the customers. The knowledge base helps in reducing the response time and training new agents quickly. Since the Salesforce Service Cloud offers customer service process automation, the service agents solve many cases quickly as the customers receive answers to their questions without any delay.

As for the customer service managers, the Service Cloud offers a possibility to organize customer service processes while managing them within Service Cloud UI. The service cloud enables customer service managers to control the performance of customer service representatives which further helps in identifying the areas of growth and organizing training.

Features of Salesforce Sales Cloud

 

Some of the features of Salesforce Sales Cloud include:

1. Lead Management

Lead Management - Features of Salesforce Sales Cloud


The starting of the sales funnel is about generating and nurturing prospects for finding viable deals. The prospective customers get captured as leads and are nurtured by sales representatives to move through the lead funnel. There are many standard features for the process of lead management such as lead assignment rules that automatically help in assigning new leads to representatives and teams based on some attributes such as the product of interest and geography.

Salesforce offers a great learning guide for lead routing along with links to resources on how to do lead assignments in Salesforce Sales Cloud. The Salesforce Sales Cloud also comes with a set of lead auto-response rules for automated follow-up for eligible leads. For instance, in case a lead comes from an online information request form then the Sales Cloud has the ability to automatically send an email thanking the lead for interest and letting the lead know that someone from the team will be in touch soon.

Coming to leads from online forms, the Sales Cloud also has a native feature called web to lead that enables one to automatically generate web forms for capturing prospects that can be added to the site even if it is not a Salesforce page.

As a representative nurtures the leads, you can give the guidance for success in a path component. When the lead expresses interest in going ahead, a representative can qualify them as a strong prospect and convert the lead to a full account. In addition, once a lead is converted to an account and related records, it is possible to manage important information about the company and the person with the customer information features.

2. Sales Pipeline and Forecasting

Sales Pipeline and Forecasting - Features of Salesforce Sales Cloud

 

During the phase of converting a potential lead into a customer, the sales representative really starts talking more and gets a much better sense of value. The potential sales also get captured as opportunities. Similar to leads, you can define a number of sales processes that are in line with the sales methodology that a company uses.

A Salesforce path can be added to opportunity pages for guiding the representatives at each step. It is important to understand that reporting and monitoring are important parts of any sales organization. 

You have to predict how much money each representative will choose in a given period and how you can track performance. Salesforce Sales Cloud implementation comes with forecasting tools that give sales managers and representatives visibility into the projections and performance.

3. Quotes

 

So many industries have a sales process that necessitates complex quote building. The sales cloud comes with functionality as well. With the basic Sales Cloud quote building, you can add in products, quantity, pricing, and discounts. 

A single opportunity might have many quotes since your sales representative will be negotiating the deal. However, you can always pick which quote will be syncing to pipeline reports and forecasting.

You can also add products underneath an Opportunity in case you do not want to go the formal route. Building the quotes is a tedious job but you can always make the quote template for starting the process. The rapid products also offer your representatives faster quote-building capabilities. In case you have a customized product configuration and pricing model, Salesforce CPQ is one of the best applications to explore.

Features of Salesforce Service Cloud

 

1. Case Management Tools

 

One of the most important features of Salesforce Service Cloud is that it offers you the ability to automatically handle incoming cases while making sure that nothing is missed including lead auto-response and assignment rules.

Anytime a new customer ticket comes into the system, Salesforce helps in offering the customer an auto response by sending an email that acknowledges the issue and helps in running through configured assignment rules for routing the ticket to the right agent and team.

Another important feature in Service Cloud is known as email to the case which lets you route emails that come into a special inbox to Salesforce directly. In case customers email to a support email, you can easily have inbound emails that address sync automatically to a case in Salesforce so that you do not have to worry about anyone manually monitoring the inbox.

Right after the case gets created, the auto-response and assignment rules will run normally. Email to the case is a great feature but it comes with some limitations too. The email to case premium plugs in many holes in the normal email to case with enhancements to native infrastructure.

Way beyond handling incoming cases, Service Cloud has many ways to track the kind of support that a customer might be entitled to while defining key milestones of that process. The entitlements and milestones help your team keep a track of cases needed to define appropriate service levels while outlining steps within a service process.

2. Customer Support Channels

Customer Support Channels - Features of Salesforce Service Cloud

The Salesforce Service Cloud also enables customer support beyond cases. Today, many customers want to get support on their terms either through an email, support portal, online chat, or SMS. One of the best features that the Service Cloud offers is omnichannel.

It is helpful in connecting all the support channels while also providing consistent support to the customers and giving your agents work in a consolidated place. The omnichannel can also assign an incoming customer service issue dependent on agent capacity by checking the workload.

The Omni Channel performance dashboard lets you monitor agent work performance to maximize efficiency. With the help of omnichannel, you can roll out various support channels for the customers. Salesforce also comes with a native live chat option that can be embedded on a webpage.

It offers native SMS support so that the customers can text from their smartphone while the agents stay in the Salesforce console. It has released Service Cloud Voice that is the CTI tool for handling and routing incoming calls.

3. Self Service Options

 

Way beyond case management, the service cloud has many features that help in deflecting the cases and provide self-service options to the customers. In the beginning, a knowledge base is an important way to provide easy answers and critical information.

The lightning knowledge makes this easy to do right within the Salesforce. You can either make a public knowledge base or the one for registered customers, but either way, the information will deflect cases.

Rather, there is an amazing case deflection component that Salesforce offers out of the box. Using the type ahead-searching in the Submit case fields, the components recommend knowledge articles for improving the chances of solving an issue. This is one of the best ways to prevent Cases and give customers one of the best experiences.

It is also possible to deflect cases and addresses with a chatbot. By using Einstein bots, you can customize the Bot’s name and personality with the bot sitting right in the normal chat window that the agents use. The chatbots act like triage and handle more rots such as FAQs checking on order status, and basic company questions. In case the bot cannot find the answer, it can route it to an agent and create a case for the customer offering a seamless user experience.

To Conclude

 

By implementing the Sales Cloud module, you can easily get more deals on regular optimization of the business that improves market interaction. This will also help in making quick choices and business decisions. You can eventually close more and more deals at a quick rate and experience high returns on investments.

With the adaptation of the Salesforce Service Cloud module, you can get a maximized productivity from the agent’s end to work at any place and at any time. The customer experience also gets enhanced with the implementation of service cloud because it creates a lifetime value.

The Salesforce Service Cloud makes sure that data and confidential information stays secure and within the cloud platform for avoiding any kind of harm to the business. Faster case and report tracking also helps in detecting the loopholes in the business processes for working on it within time to improve sales.

To end, one can say that both the Salesforce Sales Cloud and Service Cloud are pretty effective modules. They are efficient in helping a small and large business while gaining more customers and doing better business.

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What is Salesforce Health Cloud and its Benefits? | Encaptechno

What is Salesforce Health Cloud and its Benefits?

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What is Salesforce Health Cloud and its Benefits? | Encaptechno

 

In the times that we are living in, patient-centric healthcare is a new reality. Healthcare all over the world is being run on outcome-based patient care and affordability that eventually creates mandates for the healthcare providers, medical devices, and even pharmaceutical companies to focus increasingly on good health. Simultaneously, even the patient’s expectations for information, access, and interaction have increased majorly.

To ensure that the healthcare systems succeed, there is a need to evolve from a focus on medical records management to patient relationships. The healthcare leaders think that is a clear path for improving patient satisfaction, delivering high-quality patient care, controlling costs, and improving overall outcomes.

That said, the healthcare providers still face challenges to make the shift to the healthcare system that is end to end, smart, and well connected. This is primarily because of the age-old manual methods that have been followed until now and one of the best ways to solve this problem is solved with the Salesforce health cloud implementation. Let’s see what is Salesforce Health Cloud in detail?

What is Salesforce Health Cloud?

What is Salesforce Health Cloud?

Salesforce Health Cloud is an integrated solution that uses the power of the cloud, social, and mobile technologies for creating an environment that allows everyone including admins, patients, and specialists to get the information needed at any time and on any device.

The Salesforce health cloud implementation serves three important benefits and they include:

  • Complete Patient View
  • Smart Patient Management
  • Connected Patient Engagement

In essence, the Salesforce Health Cloud gives healthcare providers the ability to go beyond the health records and build strong relationships with patients.

Let’s have a look at all of these features in complete detail one by one:

1. Complete Patient View

The Salesforce Health Cloud offers a complete view of the patients in the following ways:

  • It helps in creating rich and contextual profiles.
  • It helps in collaborating care networks and health timelines.
  • It helps in integrating patient data with electronic health records.
  • It helps in incorporating third data from medical devices and wearables.

With a complete view of the patient, one can get easy access to the right patient information including current conditions and medications, communication preferences, and appointment history.

Other than this, Salesforce Health Cloud implementation also works easily with the health systems’ EHRs while making the patient data easily referenced, actionable and current from any device. With the medical devices and wearables integrated easily with the Salesforce Health Cloud, it becomes easy to gather data from at-home devices such as glucose levels, activity measures, and sleep patterns.

In all, the Salesforce Health Cloud is capable of delivering a holistic and real-time view of every patient’s health while giving the healthcare providers all information that is needed to offer care for improving healthcare outcomes.

2. Smarter Patient Management

Salesforce Health Cloud makes it completely possible for the healthcare providers to do the following things:

  • Prioritize tasks all across the patient’s needs.
  • Segment and manage the patient population.
  • Map professional and personal caregiver networks.

In fact, the Salesforce Health Cloud features a page called “Today” that offers a holistic view of your patients and the critical tasks that are otherwise related to the full patient population. With the view of Today, you can make care decisions effortlessly by browsing the customized care plan for tasks and taking quick actions on them.

In addition, you can also segment and manage the patient populations effectively including sending messages to all patients with high blood pressure so that regular check-ins are scheduled in a safe and private manner.

With the power of the Salesforce platform, you can easily view all internal conversations including the ones with patients and other healthcare professionals. This helps in making improved care coordination plans along with easier and efficient patient care plans.

Finally, you can also map the personal and professional networks that enable you to assign ownership of health goals to anyone on the care team including the patients and their families. Salesforce health cloud implementation empowers you to quickly manage the patient populations, personalize each interaction and drive much better outcomes.

3. Connected Patient Management

Another feature of Salesforce Health Cloud is that it makes healthcare information much more accessible, improved, and effective. It helps in:

  • Collaborating seamlessly with the care teams and patients.
  • Assigning tasks to the caregiver networks.
  • Sharing secure messages to any device.

With the use of Salesforce Health Cloud, the care coordinators can safely collaborate and assign tasks across the caregiver networks. This is something that also extends across the full care system just so that you can work with patients for charting progress against care plans and health goals while easily communicating with physicians, care coordinators and getting quick answers from specialists all across the provider network.

When you extend the Salesforce Health Cloud to mobile platforms, you can send safe messages to the patient’s mobile devices, meeting their expectations for safe communication, encourage deep engagement and accountability and develop strong relationships and loyalty.

Benefits of Salesforce Health Cloud

The different healthcare and life sciences organizations are completely focused on improving health outcomes and driving efficiencies. However, many have been dependent on disparate systems that hinder a comprehensive view of the healthcare consumer while hindering collaboration and innovation.

Simultaneously, healthcare consumers have also set high expectations for personalization and easy access to medical resources. Below, we will understand how the Salesforce Health Cloud implementation steps in to solve these problems.

There was a time when Salesforce was seen exclusively as a solution for the sales team only. However, Salesforce reimagined healthcare in the sense that the functionality could become seamless and visibility could be improved. This also enabled personalized interactions that strengthened relationships and built trust with customers whether they were patients, providers, members, or partners.

With the Salesforce Health Cloud, you can seamlessly connect systems and organize data in a meaningful way that scales up one-to-one engagement with each stakeholder.

The benefits of Salesforce Health Cloud are:

1. Improved Patient Experience

Improved Patient Experience - Benefits of Salesforce Health Cloud

The healthcare professionals manage almost everything including patient care, physician networks to juggling multiple siloed systems. As they do this, they also struggle to meet the demands for establishing extensive communication amongst the care teams, patients, and other facilities.

With the Salesforce Health Cloud features, it becomes possible to unify systems and gather important data onto one easily accessible platform. You can get a complete 360-degree view of the patients, staff members, and clinicians for viewing the health records, social determinants, and communication preferences.

This further helps in coordinating with appropriate care while empowering front-line support teams for interacting with and providing an optimal experience for patients. Salesforce powers the experience that patients deserve by:

  • Connecting Systems
  • Enhancing Personalization
  • Using Data Intelligently
  • Coordinating Care Everywhere
  • Engaging Patients on any channel

2. Meeting Member Expectations

Different members want a seamless and personalized experience from the payers with easy access to relevant health information at any time on the device. However, because of disparate systems in place, the payers cannot meet any member expectations while further slowing down processes and increasing room for error.

With an integrated CRM platform, it becomes possible to create a single source of truth for everyone in the member journey while enabling seamless omnichannel experiences tailored to the healthcare needs of each member and communication preferences.

In fact, Salesforce Health Cloud implementation also empowers the call center agents to drive much better engagement and efficiency. As a final result, the trust factor gets established so that anytime the members have a request, question, or issue, they are confident that the payer will deliver a valuable interaction.

You can power better engagement with Salesforce in the following ways:

  • Achieving Member Centricity
  • Resolving Escalated Cases Quickly
  • Increasing Operational Efficiencies
  • Leveraging Cohort Data
  • Communicating Across Preferred Channels

3. Driving Patient and Customer Engagement

Driving Patient and Customer Engagement - Benefits of Salesforce Health Cloud

Right from increased pressure in the drug pricing and reimbursement constraints to the competitive impacts of some mergers and acquisitions, there is a need for pharmaceutical companies to continue driving innovation with patients and customers.

For these trends to go offset, an integrated CRM platform increases efficiency by connecting the supply chain, manufacturing, marketing, patient services, sales, and medical affairs. This helps in powering the experiences that customers expect, the support that patients need, the productive tools that employees want, and the trust that information technology is responsible for all customer and patient channels. 

In return for this, the CRM platform unifies provider, partner, and patient information for a complete view of all business actions and actionable insights. It becomes possible to streamline and optimize the therapy development pipelines with Salesforce in the following ways:

  • Connecting the Customer Lifecycle
  • Using AI to Surface Data Insights
  • Engaging Distributors for Providers
  • Creating Strong Patient Relationships
  • Speeding up Clinical Trials

4. Connecting Customer Lifecycles

The medical device industry has always embraced innovation with an open-minded attitude. However, the sales representatives often rely on some high-touch models such as visiting the doctor’s offices and scrubbing in for the surgical cases for selling medical devices.

In essence, the sales representatives need much more advanced tools for gaining insights, tracking activities, closing deals, and connecting all possible points in the customer lifecycle. This is right where an integrated CRM comes into place.

Much more than just for forecasting and managing the customer contacts, the Salesforce Health Cloud implementation helps in safely connecting all possible sources of data from the existing systems for delivering a unified patient, provider, and partner experience on all preferred channels. By using a common view, you can easily engage customers and patients who use the devices every day.

You can proactively engage the customers all through the lifecycle of Salesforce by:

  • Creating Connected Experiences
  • Streamlining the Technology
  • Offering Actionable Insights
  • Starting to Sell Smarter
  • Improving Engagement with Device Data

It is important to recognize and understand that there is nothing more important than health. This is why it is important to deliver individual attention, personalized treatment, affordable care along access to health records. All this ensures easy communication on any device at any time, something that healthcare customers want, expect and also deserve.

Collaborating with the Salesforce partner can help in delivering personalized experiences, improving operational efficiency, and becoming much more agile in a competitive industry. This is essentially done by connecting care teams, researchers, EHR data, and many other business workflows on a single and secure digital platform. This leads to much better outcomes for the business, employees, and customers as well.

Conclusion

In the present world, the modern healthcare systems are supposed to rapidly evolve in the sense that they meet the base expectations of the connected patients. The Salesforce Health Cloud implementation puts patients at the very center of care by giving them many benefits.

It is possible to see a complete view of the patients with integrated data from EHRs, wearables, and more, you can make smarter decisions from a single console, and you can also engage with patients across the caregiver networks and on any devices.

Encaptechno can work as your Salesforce partner while empowering you to go way beyond your health records and build a meaningful relationship with the patients. Get in touch today to ensure the seamless functioning of the healthcare system.

 

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Benefits of Salesforce Commerce Cloud - Encaptechno

7 Benefits of Implementing Salesforce Commerce Cloud

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Benefits of Salesforce Commerce Cloud - Encaptechno

Salesforce Commerce Cloud, previously known as Demandware, is a user-friendly and seamless e-Commerce platform that is built with a clear purpose to help a business grow its brand, explore concealed or unknown business opportunities, and convert more customers in simple and efficient ways.

This cloud-based platform is essential for every success-oriented business that is seeking to create integrated and intelligent buying experiences across various channels for its customers by using the finest of B2C and B2B e-commerce solutions.

Salesforce Commerce Cloud offers a suite of features intended to transform the way brands connect with their customers at all stages of the customer’s journey. In addition to this, Commerce Cloud makes a smooth conversion from one channel to another, so every business is supported across every platform and phase of engagement.

With all the transitions in consumer buying behavior and the technology, this type of Omni channel omission gives a seller enhanced control from discovering through engagement, transactions, analytics, customer service, relationship building, and community development.

Table of Content:

 

  • Why Choose Salesforce Commerce Cloud?
  • What Does Salesforce Commerce Cloud Do?
  • Features of Salesforce Commerce Cloud
  • Benefits of Salesforce Commerce Cloud
  • Conclusion

Why Choose Salesforce Commerce Cloud?

Commerce Cloud makes shopping enjoyable, interactive, engaging, and customized on every digital medium via the mobile, web, and social — and even re-invent the in-store experiences of customers. It is done by coordinating order management, online store, predictive intelligence, and mobile point-of-sale (POS).

The Salesforce Commerce Cloud is distinguished by a multi-occupant architecture that provides a huge boost to the safety and reliability concerns of the platform. The three service categories of this seamless platform that are intelligence, experience, and operations; work cordially to power all stages of cross-channel commerce.

The intelligence aspect is the accurate selection for providing pertinent insights and directing business decisions based on data. Alternatively, the experience presents tools to users for managing their content, products, pricing, and promotions that consecutively translates to better customer engagement. The components of operations let the users link back offices with order execution by providing the necessary critical functionalities to multiple channels.

What Does Salesforce Commerce Cloud Do?

Salesforce commerce cloud is not only a medium to run online business effortlessly, but it is also an inclusive and future-rich cloud-based e-commerce platform that encourages businesses to make intelligent and stimulating shopping experiences for customers across all channels such as mobile, web, store, social, etc.

In a wider manner, the Salesforce Commerce Cloud provides a set of powerful qualities that allow a business to connect with buyers or prospective customers at each stage of the sales process and provide them excellent support across all channels. As the buyer’s behavior is getting complex with each passing day, organizations need omnichannel insights to thoroughly find out and analyze users’ behavior, engagement across multiple channels.

What distinguishes the Salesforce commerce cloud from other cloud-based e-commerce platforms is its integral predictive intelligence. Salesforce’s Einstein AI is one of the most advanced built-in predictive intelligence systems that assist in providing unmatched shopping experience by gathering and delivering you smart insights on customers’ behavior, buying patterns, and recognizing opportunities to sell across different unexploited channels.

Features of Salesforce Commerce Cloud

 

Commerce Cloud Features

Here are some main features of Salesforce Commerce Cloud:

  • Multi-Site management
  • Product management
  • Responsive mobile design
  • Real-time reports and dashboards
  • Pre-built Integrations
  • Catalog management
  • Campaigns management
  • In-store extensions
  • Customer catalog entitlements
  • Comprehensive development platform
  • Customer and segment-specific pricing
  • Customer segmentation
  • Targeted promotion management
  • Native targeting and A/B testing
  • Marketing and merchandising tools

Benefits of Salesforce Commerce Cloud

 

Commerce Cloud Benefits

The Salesforce Commerce Cloud brings you an array of some especially valuable benefits that are:

1. Intelligence

Your assets of data are only helpful if you know how to read and interpret it to make decisions based on your discoveries. The more a business grows, there will be more data that you need to dig and manage. By the time businesses have managed to analyze the data they have, they no longer miss any relevant opportunities and have succeeded in instant decision-making.

There are 3rd party AI tools that can help with data analysis to integrate with your business in analyzing and automating digital marketing efforts.

‍2. Predictive Intelligence

To enlarge the implementation of artificial intelligence of the platform for e-commerce businesses, Salesforce built Einstein AI, a next-generation artificial intelligence platform that eliminates the need for third-party extensions and manual data analysis.

Previously, merchants needed to use third-party integrations to replicate new attributes and manage different activities on the platform. These integrations are strongly connected with each other, and the failure of one extension can also direct to the performance of others.

The key features of the Einstein artificial intelligence system –

  •       Suggest the best products at all touchpoints
  •       Create 1:1 predictions for every single buyer in real-time
  •       Get smart and improve conversions with data-driven commerce insights
  •       Save time and effort with automated trading tasks

The close personalization provided by Commerce Cloud is vital for brands that want to remain competitive. Today more than ever, customers are expecting more personalization.

According to research by Accenture and the Retail Industry Leaders Association (RILA), 63% of consumers surveyed are concerned about personalized recommendations, and the majority of them are ready to share their data in substitute of benefits like automatic credits for coupons and loyalty points (64% of surveyed customers), exclusive deals (60%), gain points and rewards (56%), or special offers for items of their interest (53%).

Einstein and Commerce Cloud can bring all those things automatically. By providing a smarter predictive and customized experience, businesses can rely on Commerce Cloud to increase customer loyalty and raise conversions.

Adding to this integrated buying experience, Commerce Cloud makes it easy for customers to click “buy” from anywhere, either from the social media platform, mobile, web, or in your store.

‍3. Enhanced Marketing Tools

Within the boundaries of Commerce Cloud, merchants can manage and share product information, images, and content among various catalogs, categories, and sites. You can even merge all these things across numerous sites, with different currencies, and in several languages.

It makes it possible for you to connect customers with the right product, variety, price, offer, and content at the correct time to maximize conversion rates and boost average order value.

Eventually, retailers, Product marketers, and content creators are empowered to run the business, launch campaigns, refresh repeatedly, drive promotions, start A/B tests to optimize conversions without technical support.‍

You can even manage customer searches and increase conversions by using merchant policies that alter customer’s search intentions and the productivity of your products. Combining it with Salesforce Marketing Cloud, you get a one-stop solution for managing everything from paid advertising and email marketing campaigns to social media management and reporting for every touchpoint and experience with your business.

4. Internationalization of Storefronts

Only with the Salesforce Commerce Cloud, organizations are able to manage many storefronts at different locations across the world from a sole back-end platform. ‍

By leveraging Salesforce Commerce Cloud for your e-commerce store, you can easily manage product data sets for different stores without any obstructions and also manage multiple intricacies like billing, pricing, product availability, etc.

Salesforce is one of the first commerce solutions that completely support Apple Pay online, providing customers a smooth single-page checkout that lets them complete their transactions with a single touch.

5. Rich Mobile Experience

It is an open fact that the number of users shopping via smartphones is increasing exceedingly. Therefore, having a mobile-friendly or better say mobile-intuitive e-commerce store is the need of the today. Moreover, Google has already built mobile-first indexing, mobile responsiveness, and page load speed crucial ranking factors.

To make your business stand out in the crowd of competitors, you should need a mobile-friendly e-commerce store. Probably the biggest benefit of the Salesforce Commerce Cloud is that it gives great importance to the mobile-first approach. Salesforce Commerce Cloud is all about delivering the best possible shopping experience for mobile users.

From the time of sale in brick-and-mortar businesses to maintaining the online store, Commerce Cloud acquires a mobile-first approach. Everything from reporting to inventory management is made effortless and easier with mobile.

6. Omni-Channel Functionalities

There is one key feature on which the Salesforce Commerce Cloud has put deep emphasis, which is empowering retailers to manage their business over multiple channels from a single platform.

Retailers can streamline multiple processes like sales, order management, inventory management, marketing campaigns, conversions, etc. at a single SaaS solution. Not only it provides flexibility to retailers but also Omni-channel functionalities that save a lot of their valuable time and efforts.

7. First-Class Customer Support

Salesforce Commerce Cloud provides around-the-clock and continuous support to all its merchants and makes sure their business runs flawlessly and thrives promptly 24/7. Moreover, the support offered by the Salesforce Commerce Cloud covers complete issues varying from fixing codes to improving security concerns, and the list continues more.

Conclusion

Overall, Salesforce Commerce Cloud is a very powerful and scalable eCommerce platform with lots of native features for merchandising, multiple store management, customer segmentation, internationalization, and many more. This platform is generally adopted by fashion and lifestyle brands with its superior features such as advanced merchandising, endless aisle, point-of-sale (POS), internationalization features, machine learning across main areas, and verified cloud-based solutions.

The decision to select Salesforce Commerce Cloud completely depends upon your business profile, your priorities, the quantity of freedom and personalization you require, and how agile you desire your platform to be. If you find yourself unable to manage your own infrastructure and need a robust platform, then Salesforce Commerce Cloud will be a smart choice for you.

Need support and guidance regarding Salesforce technologies? Go for Salesforce Consulting Services and discuss your needs with the experts!

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Rediscover the Future of Sales with Our Salesforce Team at Dreamforce ‘18

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Dreamforce 2018 – The four days of inspiration and having the time of your life with fellow Trailblazers. It is the most innovative software conference in the world from 25th September to 28th September. Dreamforce was surely not to be missed, and at Encaptechno we are always keen to learn new. So, we are going to California to learn from the experts and share our insights. Take a look at how you can rediscover the future of sales with us at Dreamforce.

Opting for Salesforce CRM is the key to business success. Its impeccable strategy and goal driven approach makes it the future of sales for sure. Willing to know how it can help you pave new avenues of success? Let’s take a look at its advantages then.

  1. Simple and easy to use: To extract the full potential of a CRM, it is important that its functionality is understood by even a layman. There are a lot of companies making extensive use of CRM. But not everyone out there has sound software or technical knowledge. This is where Salesforce CRM comes in handy. It has a very simple and easy to understand user interface. Salesforce CRM saves you from the complexities of coding and precise product updates. All you need to do is follow its simple format which is not only easy to understand but easy to implement too.
  2. Smooth integration and functionality: Salesforce CRM is designed in a well-integrated and functional way. It works as a great backbone service for facilitating easy data integration between various departments. In addition, it is also responsible for providing center-based customer information along with a plethora of data and statistics Moreover, the data and resources are kept very safely at Salesforce with its high-end security set up. It knows the value of sensitive data and makes sure to not compromise with it at any cost.
  3. Customized and flexible approach: The needs and preferences of every company is different. And, Salesforce with its customized and flexible approach, caters to the individual needs of companies with efficiency. It has the ability to fit within any business model and provide relevant and tailor made data and statistics. In fact, it optimizes the whole system in a way that helps companies to measure and analyze the success of their marketing strategies. This, in turn, helps them customize their campaign in accordance with the results. Moreover, since the Salesforce CRM is cloud based, it becomes easily accessible to employees. It works wonders in increasing the flexibility of workflow and maximizing the productivity.
  4. Excellent curation of user resources: The value added benefit of using Salesforce CRM is the access to it excellent curation of high-end user resources. It makes extensive use of innovation and invests in a lot of efforts, time and money to give its users a deep insight on its functionality, simple use, flexibility etc. From updating informative blogs and articles to hosting educational webinars and posting videos on various technical topics, Salesforce CRM does it all. All these resources don’t only empower the knowledge base of users but also, gives them a great customer experience. And if that’s not enough, it even has a high-end customer service team which work towards giving quick solution to any of the user queries.
  5. Outstanding AppExchange feature: Salesforce CRM knows and understands the importance of applications in people’s life. Nowadays, there’s an app for everything. Therefore, Salesforce has leveraged it through its AppExchange feature. It is a marketplace catering to the app needs of users. It allows users to download and install a variety of apps with ease. It is another great way of improving the knowledge and functionality of any user base and giving them a world class experience.

All in all, Salesforce with its unique and innovative approach has made a mark for itself in the competitive world of CRM. It would be a lifetime experience to be there at Dreamforce and learn insights from the leaders. If anyone wants to meet us, look for us at Customer Success Expo: https://www.salesforce.com/dreamforce/expo/

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CRM-for-retail

Why Your Retail Business Needs to Integrate CRM Software?

/ , , , , / Salesforce, Zoho CRM

With digitization becoming popular, businesses no longer run the same. Whether offline or online, the retail industry is undergoing a complete transformation. Being a customer-centric business, maintaining a strong relationship with customers is a must. A recent report has revealed that by 2020 retail sales will top $27 trillion. Staggering, doesn’t it? The market is huge. But with plenty of options available to customers, the competition is tough. To survive and excel incorporation of technology is no more a need rather a necessity.

As visible, the concept of shopping is now changing. The online marketing is gaining prominence. According to a recent survey, 51% of customers purchase stuff online. This has made the offline retailers to pull up their socks. A more personalized user interaction is the need of the time. But with an expanding customer base personalizing each interaction becomes tough. Here Customer Relationship Management (CRM) software comes into the scene. It is a robust and comprehensive software. With smartphone usage becoming common, a number of CRM mobile apps have entered the market. The retailers nowadays are using CRM mobile integration on a large scale.

That is to say, the CRM software is helping stores to serve their buyers in an efficient way. Curious to know more? Let’s have a look at why your retail business needs CRM integration. Here we go:

  • Image building – Building a positive image of your business is very important. With the help of CRM software, you can have a more professional approach in dealing with customers. An inviting image will attract buyers to your stores or services.
  • Personalized customer service – In a time when options are plenty having a loyal customer base is tough. A personalized interaction with your customers will help you in this direction. CRM software provides social media data, purchase history, likes and dislikes of every individual customer. This help store owners deal with their customers in a better way.
  • Better alignment of sales and marketing – Big data hold immense potential for businesses. A proper analysis of it will propel your business to heights. The marketing team can manage big data content with CRM integration. Also, by giving access to pricing literature and personalized dashboards, the CRM software can help the sales wing too.
  • Loyalty programs – Implementing loyalty programs can do wonders for your business. It’s a powerful tool but underused. By using CRM software, you can handle customer loyalty programs in an effective manner. It will help in managing customer profiles, their reward tiers and how can they redeem them. An online portal showing details of offers, complimentary coupons, current reward status etc. will help you in developing a loyal customer base.
  • Better inventory management – CRM software enables you to keep a track of intercompany transfers. You can check the availability of stocks, demand/supply ratio, and replenishment processes. Such in-depth information will help you in better management of your inventory. You’ll never go out of stock. This will help your business in the long run.

In brief, CRM software holds immense potential to deliver a superior customer service. In the times of the empowered customer, it will propel your business in the right direction. We at Encaptechno, have years of experience in CRM mobile integration. So, if you also wish to give your business a technological push, we are there to help you. Feel free to reach us at [email protected] and we will revert back at the earliest.

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Sales-automation

Sales Automation – It`s More Than Just Sales

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In the business world, nothing is more precious than time. But, how often do you take measures that actually save you a plenty of time? If your whole sales process continues to operate in conventional ways, it means your sales team takes notes of everything worth noting down; schedules call to potential customers and arrange leads based on their priority. Any guesses, how much time your sales team goes into such processes? It is more than half. Don’t this sound alarming? Yes, it does. No business owner would let such a huge amount of time to go waste, nor should you. So what`s the solution?

Sales Automation is the best solution to put a brake on the time wastage. What it does is automates the tasks that sales teams do repeatedly – every day, every week and every month. Automation saves your company time, brings accuracy to tasks filled with errors and makes sales process speedy. Business owners now-a-days are implementing CRM tools like Salesforce, Zoho CRM, Microsoft Dynamics CRM to automate their sales process.

When I say sales automation automates every task sales team does, many businessmen may misunderstand the statement. They tend to make it mean something that completely replaces sales team, and that`s not true. In fact, sales team retains its relevancy, its position, its task even after deploying sales automation. It improves the sales process, renders complex processes, makes sales team efficient, removes errors and saves time. When automation takes care of recurrent tasks such as receiving and scheduling orders, making available information on shipping, updating customer information, it gives your sales team freedom to do other things that automation cannot do. Researching, cementing relationships with customers and figuring out ways to make automation more accessible to get the right proportion of technology and human workforce that makes your sales team look more professional.

These days every business sort of invests huge amounts in automation technology to boost sales. The estimated expenditure on sales automation was $3 billion way back in 2004, according to IDC report.

Tasks to Automate with Sales Automation

It`s time to discuss why sales automation is not just about sales only. In fact, multitudes of processes are there that you can automate with the help of sales automation to increase the productivity of your sales process.

  • Drafting an Email – One thing you see sales people constantly doing is sending emails and that consumes plenty of time. With sales automation, email drafting process gets a lot easier and speedy because of well-personalized email templates.
  • Calling a Lead – Dialing manually all your leads can be a tiresome thing to do. But by integrating CRM tools with your business, you can not only make the tasks simpler but also get to dial more leads than usual, which is not possible manually.
  • Prioritizing a Lead – It should be a daunting task to figure out who to call first, isn`t it? The same thing can be done quite easily by using right technology. Automation technology sorts and prioritizes leads based on their lead scores.
  • Taking a Note – When a call is established, next important thing to do is taking a note of, or writing down, what you deduced the positive points out of a call. Technology such as Salesforce CRM can automate the note-taking process by taking down call results automatically. It helps sales person keep track of his own performance and create a separate list of potential leads.
  • Scheduling an Appointment – Scheduling appointment is an important sales process that needs to be automated. You can create a schedule with the help of Salesforce Inbox, where you point out all your available times and potential customer can choose appointment time by clicking on the time he is available. With just a click, you get to schedule an appointment right away.
  • Specific Lead to Specific Person – It is the best feature you get with sales automation. Now your representatives will no longer have to transfer calls because with this advanced feature a call will be automatically transferred to the right department and right person based on their availability and skill, no more mixing up.

These are not the only tasks, but they are sufficient to give you the glimpse of how sales automation works and what changes it can bring to your work culture. They give you an idea how to save you time, energy and money.

With that said, you should not miss its other aspects which is equally important to be considered here. You should not get blindly obsessed with automation technology and totally ignore the human trying to establish human connection. This could destroy your aspect of building customer relationships. You have to make technology and human contact go side by side. After all, what automation can`t do, humans can. In business, customer relations are what matters the most!

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Salesforce-Consultation

Top 4 Salesforce tricks to hit the bull`s eye

/ , , , , / Data Migration, Salesforce Consultation, Salesforce Lightning

Salesforce has emerged as the biggest thing in technology in the recent times. However, there is still a lot that people need to unearth about this amazing technology platform in order to get the best out of it.

This is exactly why we are going to bring forward some Salesforce tricks that can help every team in hitting the bull’s eye. So let us straightaway take a look at those tricks –

Pipeline Management Trick

Ideally, this is one of the most important things to know if you are looking to get the best out of Salesforce. As you know, good pipeline management is all about great visibility. For this, you can begin by upgrading to the Salesforce Lightning experience. By doing so, you will get access to features like a path that simplifies your lead management, qualification of leads and their conversion.

Pro tip: Have 4-6 opportunity stages which are defined quite clearly. This will help your team in maintaining the leads and opportunities without too much stress.

Account Management Trick

The second important trick you need to learn in order to make the most of your investment in Salesforce consulting is to learn how to manage duplicates effectively.

Remember, a clear and concise data could be the key to your success in Salesforce. But it’s easier said than done. Duplicate data can virtually make your sales team confused and can decrease their chances of success.

In order to stay safe from this, make sure you use lightning account search.

Pro tip: To make sure that the chances of duplicate data are minimized in the first place, you need to have clearly defined process for creating prospective customers in your Salesforce account.

Customization Trick

Salesforce provides you the flexibility to work the way you want to by offering customization options. You can create your own workflows leveraging options like process builders, formula fields, and custom objects, to name the major ones.

But remember, if not managed smartly, these Salesforce customization options could do more harm than good by confusing your team members. Therefore, you need to know how to customize your workflow efficiently.

Pro tip: Look for free apps in the AppExchange at Salesforce and you might get some out-of-the-box solutions.

Reporting Trick

Salesforce reports can prove to be your business’ best friend. So, you need to learn how to leverage the power of reports on the platform.

With various options in reports such as Quarterly sales across the business, My Opportunities closed for this month, Cases closed per agent month and more, you can eventually leverage the power of Salesforce analytics for the good of your business.

Plus, you can always use these reports to compare the performance of various team members and see how they are doing.

Pro tip: Figure out what you are interested in doing, and you will be able to better use the power of reports for your business.

So, are you ready?

The above-mentioned point sums up our list of tricks that you need to learn in order to hit the bull’s eye every single time while using the platform.

No matter the type of business you run, or the number of people you have as part of the team, learning these tricks can prove to be the best idea for you. If you have already invested your time and money in Salesforce development, it is time to learn the art to use the platform in the best possible member.

So, what are you waiting for? Try out these tricks and see what you end up achieving in return!

Looking for someone to help you with Salesforce consulting and development? Want to get the best Salesforce consulting services? Get in touch with the team of experts here at Encaptechno and we promise to take care of everything for you. Drop an email at [email protected] and we will get back to you.

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