Encaptechno

salesforce partner

Ways to Unify Data for Connected Client Experiences with Salesforce

Ways to Unify Data for Connected Client Experiences with Salesforce

/ , , , , , / Salesforce

Ways to Unify Data for Connected Client Experiences with Salesforce
Unified data is an important tool for a marketer that further helps in personalization at scale. In the present digital world, customer-centric experience is centered around engaging brands and consuming media at the time and place of choice across multiple channels.

Building a one on one relationship with customers has become the way to delight them. Personalization has an amazing ability to unlock a substantial amount of money for companies. Yet, many organizations find it challenging to change to meet the challenges that preside today. The biggest problem behind this is getting a single source of truth for customer data.

Connected Customer Experience Leads to Customer Loyalty and Satisfaction

 

Let’s go back to some time ago from a time when it was normal for you to travel without worrying about the pandemic. If you took a flight in the pre-pandemic times, you must have booked your flight, checked in online, and registered at the airport on an application only.

In case you notice, you will be able to clearly observe that some of the best airlines enable you to move through this experience seamlessly. It is a connected and personalized journey right from the time of booking to the post-flight customer survey sent on an email. If the airline follows a client-centric approach, you will naturally want to fly with that airline again.

The thing is that it is not so easy to connect over five or six different systems that contain customer data while making them work together. This is the true power of unified data and the fact is that you rarely get this kind of seamless experience from a brand.

Think of a time when you got the wrong product from an online brand and had to return it while going from the website to call-center to an app, repeating your name, order number, and addressing it again and again. This is an experience that leaves most customers frustrated and decreases the chance of buying another product from that brand again. The company must have a vertically integrated disconnected system that is responsible for offering a subpar experience.

Ways to Unify Data for Connected Client Experience

 

The business leaders of most companies agree that organizational silos are the reason behind the negative quality of customer and prospect experiences. It is constantly seen that the greatest roadblock to a unified digital strategy is that of organizational silos. The departmental silos give rise to an unsynced channel strategy that pushes connected customer experience out of reach.

There are some key considerations for the companies to follow that help in breaking free from silos and creating a connected experience that customers expect. These considerations include:

1. Forming a Unified Roadmap

 

Forming a Unified Roadmap - Ways to Unify Data for Connected Client Experience
The first and most important step in any new effort is to always clearly define the strategy. Here it means bringing together the previously siloed channels for designing a single objective centred around marketing, commerce, advertising, service, etc.

It is important to find the small wins and organize them into a strategic timeline. The use case-driven approach is mostly about driving the most impact as quickly as possible. With the use of the Salesforce Sales Cloud, you can define the roadmap, account for things such as team reorganizations, product launches, and other milestones such as replacing order management and master data management systems.

After this, you can organize the roadmap by considering factors such as customer pain points, technology and data to be used, and areas where you have shared goals around improving customer experiences. For instance, the Amazon application offers live updates with the location of delivery trucks so that people know when to expect delivery. The updates are helpful for consumers and deflect the service call-ins that support efficiency.

Make sure that you focus on the use cases that affect the customer directly and then expand the roadmap from there. The strategy should not become a cause of delaying the progress. You can start small, test very often and optimize timely so that an efficient flow of innovation is established across the various business and technical teams.

2. Mapping Out the Customer Journey

 

There is absolutely no doubt in the fact that all customers are important for a business. However, there is also no denying the fact that not all are the same and some are capable of generating more business as compared to others. 

One must find the customer segments that bring the most value to an organization as per the prioritization process and quantify why the segment is important so that the customer journey can be built around that. The most common segment splits are seen as high spending, frequent shopper, or high influence, but eventually, these segments are different to a business.

To stimulate the targeted sales approach, it is important to understand the journey of segments with a brand. This is an exercise that reveals gaps in the customer journey and shows where organizational improvement can be made so that all departments have a comprehensive view of the customer.

Businesses can map out the critical points in a journey and develop a framework that identifies the corresponding employee touchpoints that enable a good customer experience. The employees can depend on insights to deliver the right customer experience so it can be a good practice to ask them about what is working and what is not. This will help in understanding the common factors that employees deal with while engaging with customer segments.

3. Aligning Team Around Goals

 

Aligning Team Around Goals - Ways to Unify Data for Connected Client Experience
For executing a strategy and campaigns, it is important to create an agile team across various departments and channels. You can start with the teams that require synergy based on priority use cases.

Let’s say an important use case for your business is to streamline the email marketing messages with an authentic website experience. In order to achieve this, you will probably ask the marketing team to collaborate with the engineering department.

The marketing team may feel that they are getting into an entirely different world but this can give marketing an easier way to collaborate with the technical team so that a better customer-centric experience can be created across mobile and web. Together these teams can implement an effective customer experience strategy.

You can resist the urge to organize and collaborate teams by platform and start group resources by the goals. This will end up creating a collaborative environment, increase market speed, and save costs when the team silos are broken down.

4. Defining Omni Channel Measurement Model

 

The process of providing better customer experiences may require many resources. Hence, it is important to show quick returns on the investment by measuring factors such as impact and performance. You can align on the top key performance indicators across various channels and audit the critical touchpoints in a customer journey framework to uncover measurement gaps.

The standard naming conventions for data collection like defining a unified data layer use the same name and data types for ensuring that everyone understands the new marketing data model. Everyone in an organization must have the same understanding of KPIs being tracked and where to go for a single source of truth.

You can start by collecting relevant data at the earliest to make sure that you use measurements that determine the impact of a roadmap. As this is done, your ability to identify and socialize results can be quickly evaluated and internal processes can be optimized for better customer experiences.

One must be able to find the return on investment for all customer experiences. You may also use another key metric such as improvements in net scores and customer engagement. You can use the data you have collected for measuring how simple it is for customers to do what they want while proving impact.

5. Getting Data At One Place

 

A team must come together to serve the customers together when the data is in dozens. Data unification can be an overwhelming process so it is important that the data is consolidated on a use case driven approach and then established in a customer data platform.

The goal is to build a golden record, a single source of truth for all customer data that can be achieved with the help of tools such as Salesforce Cloud. As you go ahead, you can audit all data sources for finding potential gaps that can cause any mistrust in teams.

For instance, you may discover that a team is keeping important information because it wants to go ahead of other teams. In this case, the tool that is used to collect data is cut off from the rest of the system.

No matter what the reason may be, isolated data can lead to missed opportunities for tracking customer journeys. Hence, you can resolve and even optimize the data collection for ensuring that it meets the unified measurement model requirements and offers the information needed to prioritize use cases.

Conclusion

 

If you are looking for more insights to unify data for a connected client experience then you can get in touch with an experienced and certified Salesforce partner. This way, you will get more assistance in connecting silos and transforming the way in which you offer customer experience. Get in touch today!

 

Ways to Unify Data for Connected Client Experiences with Salesforce Read More »

Salesforce, , , , ,
Business Opportunities with Salesforce in 2022

Business Opportunities with Salesforce in 2022

/ , , , , / Salesforce

Business Opportunities with Salesforce in 2022

Salesforce has been able to lead from the front when it comes to various CRM features that it can offer. It has expanded the capability of businesses to discover, win over, and keep customers. With the digitalization spreading, there are many businesses that keep turning into digital selling to stay competitive. This has in turn resulted in many businesses making the most out of salesforce for business.

If you are from one of the organizations that are still getting comfortable with remote working then you must be aware of the challenges that come with managing systems and partnering outside the office. These challenges are solved by Salesforce easily to the point that it is impossible to deny the power and comfort offered by the Salesforce integration. It has become valuable for businesses to grow and meet the changing demands of customers.

As we move into 2022, Salesforce has brought in many new features. The tradition of coming up with new features for companies continues strong with Salesforce. It is this innovation that keeps the Salesforce subscribers at the top. This year, Salesforce has stressed more on collaboration, automation, and orchestration. It has already released many new tools designed to help teams work efficiently.

We can easily say that Salesforce has become more robust in 2022. In this blog, we will be talking about the business opportunities that come with Salesforce in 2022 and the different ways in which innovations can help us in moving ahead. Let’s begin.

1. Platform Connecting Customers, Partners, Employees

Platform Connecting Customers, Partners, Employees


Salesforce and Slack have an appreciated history of working with one another. Way before the acquisition of Slack by Salesforce, the two enterprises worked together for many years integrating the services they offered and helping sales teams access important account information.

With the shared customer base of Salesforce growing to tens of thousands of team installs, the customer requests for integrations across the Salesforce platform grew too. Ever since its launch, the Slack-First Customer 360 has been ensuring the way people work improves considerably. The platform is such that it connects the customers, employees, partners with each other easily.

The applications that these customers are using already can also be connected with the current Salesforce records that come within Slack. The platform includes the Salesforce for Slack app and many other integrations such as Sales Cloud, Marketing Cloud, and Service Cloud.

Using the Slack-First Customer 360, the teams can quickly respond to new opportunities and work easily with each other across companies. This enables cross-company swarming to resolve quick challenges quickly, plan and act on insights instantly and make partners a part of the team.

The platform is capable of offering a rich user experience in the digital world. The applications and workflows have the ability to boost team productivity and collaboration and also support the continued success of all the customers. Slack and Salesforce together give businesses a single platform for connecting employees, partners, and customers with each other and the applications that are being used every day.

2. Value-Based Healthcare With Health Cloud 2.0

 

In September 2021, Salesforce became the global leader in CRM to announce Health Cloud 2.0, a technology that is designed to empower businesses to deliver much better health and safety for their own employees, communities, and customers.

With the whole world going into a hybrid of digital, on-site, and in-person mode, the focus was shifted completely on ensuring the health, business operations, and safety in the new normal. These things became important factors for ensuring trust and business continuity.

Salesforce realized that things such as vaccination, contact tracing, wellness assessment, testing, and vaccination have become critical in all industries as companies look for ways to keep their customers and employees safe. Hence, Salesforce came up with Dreampass which allows robust and scalable safety protocols for all in-person attendees.

Dreampass was made to offer safe in-person events for all employees, communities, and customers. The capabilities include attendee registration management, testing vendor integration, COVID-19 vaccine, testing verification for issuing testing kits. 

Dreampass enables admission after the integrated test results with a personalized QR code are checked properly. If the protocol changes or there is an exposure then the notifications and messaging are also sent to the attendee directly.

3. Lightning Page Performance

 

If you have worked as an end-user in a Salesforce org, you would know that the lightning pages are neither optimized nor inconsistent. The Salesforce Lightning Page Performance has been created to solve this problem. When working with the Salesforce org, the feature helps in managing inconsistent pages or the ones that are not optimized.

The Lightning page performance tool is created with the lightning app builder for doing all the analysis. The end users can execute their tasks much more quickly and efficiently by leveraging the Lightning Page Performance and optimizing the location of the lightning component. This can be done while avoiding distractions that pop up in opening pages to complete the daily activities.

4. Flow Orchestrator

 

The workflow requirements of all admins tend to become increasingly complex. The processes that were considered simple span across multiple users and departments. People may even have to wait for days, weeks, and months between every stage of a workflow. Each handoff between users and the waiting period between steps is a costly gap for all businesses. This gap can reduce customer satisfaction, productivity, and revenue.

With the teams becoming more distributed, the gaps have only increased as the users are becoming comfortable with remote meetings and digital channels. People are frazzled and struggling to keep up. They depend on Salesforce for quick configuration and maintenance of business workflows. As a result, Salesforce created Flow Orchestrator so that the admins can quickly create multi-user and multi-step automated business processes with clicks and not code.

An experienced Salesforce admin can tell you easily that Flow can maximize your impact and create the best user experience. Flow Orchestrator helps to amplify the impact of new and existing flows by introducing new features, steps, and stages. Steps define which flow you want to execute, the number of individuals assigned, the information they receive and where the flow is supposed to appear. Steps can be assigned sequentially and in parallel for flexibility.

The stages are for grouping the steps together and executing things sequentially. The stages can be separated by a decision element for supporting complex logic. The stage consists of one or more steps. Organizing different flows into steps and multiple steps into stages enables the Flow Orchestrator to bridge the gap in the workflow. This amounts to better productivity, happy customers, and better revenue.

5. Public Cloud

 

Salesforce Hyperforce offers companies all over the world the ability to make the most out of the power that the public cloud is capable of. This is a new and next-generation infrastructure architecture that uses public cloud Salesforce partners to help businesses expand quickly and meet local data storage requirements.

This can be done with the use of common tools, security practices, deployment patterns, and software development processes. The organizations can store important data in a region for supporting regulations and compliances that are specific to the businesses or industries. The regional cloud infrastructure facilities work quickly in the country’s performance and short routes between end-users and data centers that help in improving user experience.

Salesforce comes with an ability to scale quickly because of the flexibility and additional efficiency of the public cloud. Hyperforce reduces implementation time and also allows the resources to be deployed in the public cloud quickly and easily. Something that took months in the past only takes a couple of days now.

6. In-App Guidance for Engagements

 

The maintenance of employee engagement is something that includes processes that can prove beneficial. Right from onboarding new employees to user adoption for the systematic enhancements, the employees who work in sales and support cycles can find it difficult to remember the steps needed to complete the jobs.

The in-app guidance features help the employees to navigate the systems by offering reminders, tips, and gradual walk-throughs as well. One can find this feature to display a floating message in the utility bar for tracking the effectiveness of implementations. In addition, this feature also offers resources to users even before they begin to notice that they have a requirement which further helps in increasing the company’s revenue.

7. Marketing Cloud

 

Many businesses face troubles in finding customers which is one of the many competing priorities. In case you are more focused on developing a service or product that people are bound to love then often there is not much left for identifying leads. This is where the solutions like Marketing Cloud prove useful as they help businesses to create meaningful connections with customers, capture leads, and achieve more conversions.

There are many ways in which Marketing Cloud can help in finding more customers. It allows automating processes while improving efficiency and freeing resources. It works easily with Salesforce and allows businesses to use data that has been gathered already. The Data Studio in Marketing Cloud helps in improved marketing analysis.

The Marketing Cloud and Pardot help in building personalized and data-driven email campaigns. It is easy to reach customers on preferred channels which also helps in speeding the return on investment. The Pardot also helps in generating reporting so that you can understand all the elements of strategies. These are the features that offer real results. Using Pardot, many customers have witnessed an increase in sales revenue and marketing effectiveness.

8. Sales Cloud

 

With more customers looking for businesses that can understand, the businesses react by improving their investment in sales technology platforms. Salesforce workflow automation that comes with Sales Cloud offers companies the tools needed to modernize the selling process in a digital and remote world.

A rich customer activity timeline, advanced automation, and a mobile app are some of the powerful features. Sales Cloud continues empowering each aspect of the sales process with a wide view of customers. All the customer data is in one place and the sales team can contribute to each sale.

There are no more spreadsheets and it becomes easy to look through emails or sticky notes. The users can even take the benefit of AI-powered sales tools that can automate everyday processes. This helps the sales teams to close more deals. Just as other Salesforce products, the Sales Cloud comes with an intuitive interface that makes winning hassle-free. There are real-time dashboards as well to empower and improve decision-making.

9. Service Cloud

 

In the Salesforce Cloud ecosystem, Service Cloud helps in retaining customers after the sale is done. Salesforce understands that the customers are becoming selective and it is far from certain that one sale will lead to another. Rather, most businesses around the world are moving to customer service software.

Many customers make a decision based on the customer service that is offered to them and there is a rise in customer expectations as well since the past two years. The Salesforce Service Cloud solution is ideal for businesses that are hoping to establish and maintain higher levels of personalized customer service. 

It allows businesses to engage with customers on channels, serve them faster and deploy AI-powered chatbots. The Service Cloud also makes it simple to set up self-service options for customers. It is easy for customers to access articles, account information, and community support.

Conclusion

 

Businesses must be able to make the most out of using Salesforce and the many features that it offers for boosting business revenue. Salesforce presents many business opportunities that are focused on two areas including growing revenue and a reduced investment cost. It can be beneficial if companies ensure that the employees are doing everything to fulfill both these goals.

The Salesforce consultant at Encaptechno can assist in customizing the Salesforce infrastructure to meet specific business needs. If you want to maximize the business opportunities with Salesforce in 2022 and beyond, get in touch with us.

 

 

Business Opportunities with Salesforce in 2022 Read More »

Salesforce, , , ,
What is Salesforce Health Cloud and its Benefits? | Encaptechno

What is Salesforce Health Cloud and its Benefits?

/ , , , / Salesforce

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.

 

Encap - Salesforce Healthcare Blog CTA

What is Salesforce Health Cloud and its Benefits? Read More »

Salesforce, , ,
Top CRM Services Company - Goodfirms

Encaptechno Relentlessly Support Businesses to Outperform with CRM: GoodFirms

/ , , , , , / IT Staffing

Encaptechno works relentlessly to support industries redefine their business process of sales and service through CRM services. Navigate through the profile of Encaptechno to know in detail about their services.

Top CRM Services Company - Goodfirms

Introduction to Company

Established in 2009, located in Canada, Encaptechno holds pride in delivering CRM, cloud services, IT services, data migration, integration, and many more. The firm promises to deliver outstanding services to various clients to take them to the next level. By focusing on their core values of security & environmental stewardship, intense customer care, and entrepreneurial spirit, they deliver services and value to customers. With high performance, they offer profitable solutions to make businesses successful. All the solutions offered by Encaptechno are focused on putting the business on the right path.

Encaptechno consists of implementation experts who are certified partners for cross-cloud in Salesforce and Zoho implementation. The firm has till now helped 200+ clients with four international offices and 500+ projects delivered. The firm works with the latest tools to transform and engage businesses with their services.

GoodFirms Methodology

GoodFirms is a well-known research and review platform that acts as a connecting link between service providers and service seekers. The learned GoodFirms researchers critically examine companies on three parameters of Quality, Reliability, and Ability to rank and categorize firms under separate categories. GoodFirms evaluated Encaptechno on the same parameters as mentioned above. In the whole research process, it was inferred that Encaptechno has been supporting businesses to shine bright in the digital landscape.

CRM Services

Encaptechno is a professional CRM firm that consists of certified professionals and a team of Salesforce and Zoho Certified Professionals working towards the common goal of helping businesses redefine their process. The firm utilizes its effort to empower clients and help them in connecting with customers through CRM.

As an experienced salesforce partner, the firm offers sales & service cloud, CPQ & Billing, marketing cloud, and community cloud. Through this, they accelerate clients’ business growth and productivity, which ultimately improves marketing performance.

Being a Zoho authorized partner, Encaptechno specializes in Zoho Implementation, Customization, Development and 3rd Party Integrations. With this, they help clients to streamline the business. They have expertise in all the Zoho Products like Zoho One, Zoho CRM, Zoho Creator, Zoho Books to name a few.

With CRM, Encaptechno benefits clients’ efficiency by helping them make insightful decisions and keeping them up-to-date information. In addition to that, the 24*7 customer support is an add-on that helps companies achieve excellence and achieve their vision.

Before offering the services, the firm makes all possible efforts in understanding the clients’ business and their vision like user base, budgets, targets, and much more to make the right strategy that suits the business model. Thus, for being an expert CRM firm, GoodFirms spotlights Encaptechno amongst the best customer relationship management software at GoodFirms.

Cloud Services

Encaptechno assists businesses by providing cloud services and helps them understand the new technology and implement them to grow business. The complete cloud solutions include:

  • Automation and implementation of service processes.
  • Embedding customer support software into applications.
  • Managing customer support solutions.

The firm supports businesses to adapt themselves to new technologies and makes them deliver personalized customer service.

To fulfill the changing needs of the environment and help clients bridge the gap between their customers, Encaptechno does everything possible to offer the right cloud services. Moreover, by offering cloud services, the firm helps its clients streamline their business processes and workflow efficiency.

The certified cloud consultants help clients empower their brands and deliver personalized services to remain on top of the game. Right from the start, Encaptechno solves clients’ queries and believes in empowering their business by building strong client relationships. Encaptechno is ranked as one of the best cloud companies in Brampton at GoodFirms.

IT Consulting

Encaptechno focuses not only on delivering services but also on providing them IT consulting services to support their clients’ businesses in maximizing their business growth. The team of experienced consultants have knowledge to adapt to latest business trends and provide right consulting solutions. The firm has worked for various industry types to offer them consulting services that impact businesses well. The expert team works tirelessly to delve into clients’ business and optimize their process based on the business.

By implementing the right strategies and utilizing their knowledge of every latest tool, the solutions offered by Encaptechno come out to be the best. Every consultancy service offered by the firm is unique and tailored as per the business type and its function.

In addition to offering services, Encaptechno maintains a healthy relationship with clients, which makes them deliver the best consulting services. Hence, for ensuring business growth, Encaptechno is on GoodFirms radar amongst the top IT consulting companies at GoodFirms.

About GoodFirms

Washington, D.C. based GoodFirms is an innovative B2B Research and Reviews Company that extensively combs the market to find top CRM, Cloud Consulting, and IT Consulting services firms that offer the best services to its customers. GoodFirms’ extensive research processes help rank the companies, boost their online reputation and help service seekers pick the right technology partner that meets their business needs.

About the Author

Anna Stark is a staff writer with GoodFirms – a Washington D.C.-based B2B Research Company that bridges the gap between service seekers and service providers. Anna’s current role includes gauging companies’ performances and their key attributes and putting them into words. She firmly believes in the magic of words and is always on the lookout for new strategies and ideas that companies have gladly embraced, and then helps them shine a light on those to make their identities shine brighter.

Anna Stark

Encaptechno Relentlessly Support Businesses to Outperform with CRM: GoodFirms Read More »

IT Staffing, , , , ,
Benefits of Hiring a Certified Salesforce Consultant - Encaptechno

Benefits Of Hiring a Certified Salesforce Consulting Partner

/ , , , , , / CRM Services

As a business that is on the verge of growing, the foremost priority is to enhance the operations of the business in a way that generates faster and greater ROI. For ensuring a constant growth of your business, you must chart out a suitable customer satisfaction strategy because the customers tend to be the force responsible behind making or breaking a business. One of the most important aspects of this strategy is to have a robust system in place that can offer a single view of almost all customer-related data.

Benefits of Hiring a Certified Salesforce Consultant - Encaptechno

Salesforce cloud comes with great functionalities, features, and an ever-advancing setup, which has made it the most natural choice for all business owners looking to manage their business. The implementation of the Salesforce in partnership with the certified Salesforce consultant not only manages the scattered business processes but also enhances efficiency and productivity.

Although this cloud-based platform is highly flexible, simple to use, and widely accepted all across the globe, the real challenge is its implementation. A salesforce implementation requires complete focus, technical knowledge, and dedication, which is not possible while handling different important business activities.

In case businesses want to maximize the complete potential of Salesforce then they must hire a Salesforce consultant that is capable of delivering comprehensive consulting services while facing the important business challenges. Successful implementation must be done keeping proper strategies and implementation plans in the mind and if you choose your Salesforce partners rightly then getting the job done at the right time and within the right budget will become easy.

The team of Salesforce consultants works with an aim to assess the present business practices and processes. After the evaluation of business processes is done, the Salesforce consultant suggests the best implementation strategies for meeting organizational goals.

In this blog, we will make an attempt to understand the benefits of hiring a certified salesforce consulting partner. However, before making an attempt to understand all the benefits, we will understand how Salesforce CRM helps in increasing the ROI?

How Does Salesforce CRM Help In Increasing the ROI?

How Does Salesforce CRM Help In Increasing the ROI

Salesforce is one of the most popular leaders in the field of CRM and this is pretty clear for the companies that have chosen it in the past. We will try to explain this little better with the help of an example.

For instance; if a business wants to use the Salesforce sales cloud or the marketing platform for managing promotions, the usability is not just restricted to the marketing area, but the CRM can be tailored for suiting business needs precisely. It has the capability to boost the overall sales by creating new markets, optimizing conversions, and analyzing data by reporting or dashboards.

With the implementation of Salesforce, document generation becomes easy based on the different criteria and filters that enhance the overall efficiency of business processes. You can also use the case management for prompt delivery by setting priorities and delegating them one by one to the concerned people. Basically, the Salesforce partner has a solution every time there is a problem.

How Does Salesforce Business Consultant Increase ROI?

How Does Salesforce Business Consultant Increase ROI

Let’s just say that you are able to implement Salesforce on your own to complete potential. However, if you want to see what an ideal implementation looks like within a time period and budget, we would always recommend that you employ a Salesforce specialist for getting the work done in a way that the ROI gets increased. This is because:

  • Hiring a Salesforce consultant can help in saving the employee productivity time that can then be used for other things.
  • The Salesforce experts have a solution for almost every complex problem and it is easy to set up, customize, and even configure. All of these things help in increasing the ROI.
  • Salesforce partners use the best coding standards and implementation practices. Hence, the possibility of failure is very less because even the quality and stability of a product will get improved.
  • Salesforce consultants will offer ongoing support and flexibility for the development and productivity of a company.
  • This will also enable in encouraging adoption and pipeline business opportunities with goals that maximize ROI and improve the performance.

Now that we have a basic understanding of Salesforce implementation, we will now look at the benefits of hiring a certified Salesforce consulting partner in order to understand everything a lot better.

1. Simple Set-up and Execution: Salesforce is relatively simple to set up and configure if it is done with the help of an expert. A good Salesforce consultant will always know where to make the changes, the methods to change the required settings, configuring the security settings for better access to CRM, and making everything more private. What’s more, is that all of this can be achieved very quickly.

At the time when a Salesforce implementation is being done, many people think that upgrading software will be a relatively simple step to take up and execute. At the end of the day, it is just the next version of the software. Although some people might not have an assumption there are still many misconceptions that are associated with the Salesforce implementation and execution.

The fact of the matter is that the salesforce implementation is not just about moving from one version to the next. It actually comes with a whole new system with an entirely new design, new features, and different ways of doing business. In case a CRM system is not implemented in the right way, there is absolutely no point in implementing it.

If the implementation is done by an experienced salesforce consultant, then the execution also becomes a lot easier. From streamlined workflow, improved communications, enhanced productivity, reduced operational expenses, better security to customer experience, everything comes out great.

2. Saves Time Considerably: After appointing a Salesforce consultant, your organization will get easy access to seamless and some of the most reliable solutions for all kinds of problems that a business can face. A salesforce consultant will not only help in saving a lot of time, but it will also help in making the organization much more productive and close more deals successfully.

A qualified and experienced salesforce consultant is always well aware of the technical details involved in the implementation process. All through the implementation process, the salesforce consultant establishes clear milestones that can help in tracking the progress of CRM implementation.

Organizations can access the best of features and get customizable solutions quickly at a very affordable price with the assistance of Salesforce consultants. This is one of the most important reasons for hiring a salesforce consultant. In addition to helping deliver on time and accurate solutions linked with the salesforce implementation for meeting the growing demands of a business, companies can actually have a comprehensive view of the clients that can help the sales team strategize better marketing efforts.

3. Efficient Problem Solving: Regardless of whether you need to migrate large amounts of data from a legacy system or integrate your CRM system with any other application, a professional Salesforce consultant makes sure that necessary steps are taken for avoiding any data loss or even other problems.

When it is the time of strategizing and implementing the strategic plan, a dedicated salesforce partner will most definitely provide an impartial opinion just so that the business owners can make the right business decisions easily. A dedicated Salesforce partner cab offers quick, accurate, and efficient solutions required for solving the most important business issues.

4. Improved Decision Making: Just as a business grows and expands, one needs to make bigger decisions while potentially making changes to the present customer relationship management system. The Salesforce consultant collaborates with the team at the level of strategizing and designing the implementation process for fitting the needs of a business.

The reason why different business organizations should leverage consulting services is that that can definitely help in making better decisions related to the growth and operations. Irrespective of whether you are a small organization or a large one, investing in the best salesforce consulting services will pay off and ensure business growth.

It doesn’t matter if your goal is to expand your business, changing the existing CRM software, or choosing the right implementation strategy, every business needs a substantial amount of decision making. Where the right decision can expand your business without any bounds, a wrong one can demolish your empire.

Hence, a certified salesforce consultant by your side can definitely help in making the best choices. The team of experts can help in enhancing the brand image and adding value to the business.

5. Experienced Service Providers: When you complete the Salesforce set-up and start working different customizations then you will be caught up. There might come a point when you will get stress out about managing different business procedures and handling the workload in the right sense.

One of the best ideas to go forward is by hiring a Salesforce partner who can offer streamlined, expert, and dedicated consulting services. This will ensure that all assignments are completed at the right time without any possible distractions or excuses.

The salesforce cloud consultant facilitates implementation right from the scratch enabling your business to perform all the tasks extremely precisely and effectively. In fact, the team of salesforce consultants can offer key training and support for helping staff members get an answer to specific questions. This training focuses on many areas like automation, dashboard management, and project tracking.

6. Increased ROI: With a reliable Salesforce consultant, you can ensure that your business objectives are met and contributed to the effective running of the business. An experienced salesforce consultant will not only design your system for having an adoption rate but also ensure that you get Salesforce working right in the manner in which it is required by a business for improving the rate of investment.

In addition, an efficient Salesforce consultant will offer a roadmap for the smooth functioning of business operations and construct a system that does only good for the business. Salesforce consultants come with the best and entirely trustworthy competencies needed to solve difficult business problems.

Hence, hiring a certified salesforce partner can help in holding the lead for availing the maximum benefits of salesforce software. This eventually leads to effective implementation and accelerates the business ROI as well.

CONCLUSION:

Undoubtedly, Salesforce is an extremely powerful CRM tool that can be used in enhancing the overall efficiency of your business. Regardless of whether it is about implementing a new system or updating a current one, an experienced and dedicated salesforce consultant can guide you in creating the right pathway for your organization.

It wouldn’t be wrong to claim that the integration of the salesforce CRM is like a significant strategy that needs the right roadmap for achieving predetermined milestones. Hence, in case you are planning for salesforce implementation then you must find a certified salesforce partner who can offer both technical and non-technical assistance needed for executing an effective CRM system.

Encaptechno is one of the most well-known salesforce partners that provide the best and unique business solutions fitting almost every business model. A wide range of experience has allowed Encaptechno to develop in-depth industry knowledge and technical competency of leading-edge technology for delivering the best customer experience.

Get in touch with us to get the best and most suitable Salesforce implementation services needed for your business.

Salesforce Consultation

 

Benefits Of Hiring a Certified Salesforce Consulting Partner Read More »

CRM Services, , , , ,
Why CRM System Fail

Why CRM Systems Fail?

/ , , , , / CRM Services

CRM – A brief

CRM holds true potential to be a game-changer for many businesses. However, while selecting, be aware that most CRM system implementations may fall short of the desired objectives, and it could be argued that many fail in entirety.

SCOTT K. EDINGER, founder of Edinger Consulting Group, is recognized as an expert in helping organizations achieve measurable business results. Coauthor of The Inspiring Leader, he blogs for Harvard Business Review and Forbes. He has rightly quoted “In my work with clients, when I ask executives if their CRM system is helping their business grow, the failure rate is close to 90%.”

What is CRM?

 

What is CRM

According to Wikipedia, “Customer Relationship Management (CRM) is an approach to managing a company’s interaction with current and potential customers. It uses data analysis about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

One important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company’s website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best care their needs”

Irrespective of your designation CRM’s today assist ranging from an executive in Sales, to Marketing, to HR, to the Customer Relations Department, to Operations Team, to the Productions Team, to the Accounts Department etc. and finally ranging to the Top Management and the IT Department.

If anyone who is using the CRM and not utilizing the data optimally, there is no incentive to keep up the data- the data quality deteriorates and becomes less reliable as time passes. For any company Sales is the center of revenue and Sales department must be happy and in total alignment with the CRM. If they are not, it is imminent that CRM failure is looming.

How do we avoid this disaster? Let us understand the common reasons why CRM project fail.

How CRM projects become a disaster?

 

Why CRM System Fail

 

1. Not knowing the goal from the very beginning 

Know Your Goals

There’s no rule that says CRM system objectives must include revenue improvements. However, by definition, if you can’t measure revenue impact, you can’t calculate CRM ROI. A successful software implementation, especially CRM, begins with understanding your desired business goals. What are the important success indicators or KPI’s for my business and sales teams? How do you wish to see your business to look like in the coming 12 to 24 months?  And 5 years from now & 10 years from now. You need a clear horizon.

Take your time to invest in your vision, and document it.

How do you foresee your success?

What are the targets you wish to achieve?  Make sure you are specific about them in planning which will reap great returns in your CRM implementation.

A few key pointers of CRM objectives that are easily related to improve the ROI are:

  • Increased customer acquisitions
  • Decreased customer acquisition cost
  • Shortened sales cycle
  • Increased revenue per customer

In addition, it is important that your CRM objectives align with and support the company’s business strategy. Your CRM strategy needs to show how strategy, people, processes and software are doctored to directly impact the business customers, team coordination, effort, performance and contribution of each employee in achieving revenue objectives. By setting quantifiable objectives and having a clear strategic vision of where your company should be after successful implementation, you will have a clear guide to follow.

2. Poor User adoption

Most of the times, it’s in a human tendency not to accept the change. We are so used to working in the style we have been working traditionally. At times the team members feel they are being spied, there performance is under continuous surveillance

A new CRM system brings new processes, automation, information, roles, responsibilities and control. Notably, a new CRM system oftentimes brings an actual or perceived loss of control. There might be a few people who feel they will lose their jobs and some staff may not understand why a CRM is needed in the first place.

Poor user adoption will create an unpleasant atmosphere where management drive adoption but CRM is resisted by the team members. Resistance to change is in human nature and it is a given situation in most CRM implementations, but it needs to be managed effectively.

When it fails to be quickly and properly addressed resistance will result in a less than 100% productive CRM. Wrong data entry is highly expected in these cases; a majority of the CRM failures happen due to wrong data entry.

3.Not Selecting the Right CRM Solution provider

Ensure your Solution Provider can train your teams on the tools he is offering and the ongoing support, he can offer if you need it. And chances are that you really will because after the switches are flipped, your teams need to be ready to go.

Your solution provider is well equipped to provide you with the support which is crucial when taking into consideration the plan for your CRM and your business goals. Have you selected the right software and the right solution partner?

It cannot be stressed enough: CRM implementation shouldn’t be considered a one-off project. Look for a partnership that aligns with the right Solution Provider enhances your business.

Know your internal champions and whether or not you have executive support for a CRM project is paramount to its success. In your planning phase, identify internal champions keeping in mind you may have more than one depending on the complexity of your business and the teams who will use your new CRM.

Additionally, executive support will be indispensable when it comes to your implementation. Strategy and execution – can make or break an implementation. And 50% of the CRMs fail due to signing a wrong choice of selecting the solution provider.

To implement a CRM system on a lower budget, and blinded by an attractive price point, businesses often make the mistake of not doing proper research on the vendor. In addition, businesses sometimes err on the other side and over-spec’ the CRM by paying for features that they don’t want or even need.

Key features one should look forward while designing the tools

  • What is the total years of experience of the solution provider?
  • Which other businesses like ours have you supplied with a similar CRM tool?
  • Does it need complex training?
  • How much help will you provide to us within the price?
  • How easily does it integrate with our existing tools?
  • Can we get started easily?
  • What is the support the solution provider extends after sales?

4. Unorganized Data

Organize data

In case your data is not well organized or largely incomplete, just because you put it into CRM doesn’t mean you’ll get great results. Knowing what data your business is tracking and why will help you understand the best way to organize it.

Knowing what you wish to reap out of a CRM tools will be an absolute impact of what needs to go in, both in terms of the implementation and the data you input in itself. CRM is often expected to be a single source of truth. This means that all of your resources must be on board within the standards of governance that should be deployed, and training is an essential part so that all of your teams be in sync of the data being entered, and how the data is intended to be used. It is rightly said Garbage in, garbage out. When you have data integrity, your CRM implementation and results will shine even greater and in case things are not organized nothing would help you.

Keep the CRM simple and only buy into features that you really need. There is a large temptation during the vendor selection process to deliver to the vendor an exhaustive list of features that covers a range of departments and functions at the business. Don’t make this mistake.

Define the business outcomes before you begin to meet with CRM solution providers.

Go for the most user-friendly and intuitive interface. Hitting your team with a new CRM tools, and with a difficult to use interface all in one go – much of which is not required – will only put them off.

5. Does your Solution provider really know what you wish to achieve? 

CRM Consulting Partner

Have you found the right vendor for your CRM implementation? Each industry be it construction, manufacturing, warehouse, suppliers or a retailer has a different parameter, and a different set of requirements to meet.

Does your solution provider understand and is the solution provider sensitive towards your language? They will use their time getting to understand your unique business needs even better. Here are some things to look for (and avoid) in a partner:

  • Avoid solutions providers who won’t take the time to meet and understand your standard operations procedures.
  • If planning isn’t a priority for them, buyer beware.
  • Be sure to ask your software solution providers for references from businesses in industries like yours. Contact them, take a feedback about their experience with the solution provider. Get the hang of the after sales services support of the solution provider from the past clients.
  • Select a partner who wants to celebrate your growth and successes. Going through your CRM solution provider selection process get your senior management involved. Don’t do it alone. Involve the various departments, users since it will be needed to drive the adoption across the various departments.

Conclusion

Implementing CRM system is a challenging task. Doing it without expert guidance can lead to a chaotic situation in the future. You need to plan the objectives and goals before you start CRM implementation. It is suggested to hire a trustworthy CRM consultant who can understand your goals and help you with best possible solutions.

Related Read – Why do you need to Hire a CRM Consultant?

Encaptechno is a recognized Salesforce and Zoho certified CRM consultant has globally delivered more than 500 solutions globally. Share your CRM requirements and let our team do the CRM Implementation for you.

Why CRM Systems Fail? Read More »

CRM Services, , , ,
Scroll to Top