How Salesforce automates the sales, service, and marketing processes

Salesforce is a powerful platform that automates the sales, service, and marketing processes. With Salesforce, employees can be freed from routine tasks and focus on more critical aspects of their work. All customer information is accessible in one place, and tasks are completed automatically.

Together with experts from the IT company Avenga, which provides professional salesforce services, we have explored how this platform helps businesses reach new heights and are sharing these insights with you.

What is Salesforce

Salesforce is a cloud-based Customer Relationship Management (CRM) platform that helps companies manage their customer relationships through unified data stored in one place. In other words, all your contacts, purchase history, and customer interactions are just a click away. You can easily see what your customers need and offer them suitable solutions.

The platform includes various modules for managing sales, service, and marketing. Additionally, Salesforce is highly customizable to meet the specific needs of any company, making it versatile and suitable for businesses of all sizes and industries.

Sales automation

Sales automation is the process of using technology to perform tasks that are typically done manually. For example, Salesforce automatically updates customer data, analyzes phone calls and messages, highlights key points, and suggests ways to improve customer interaction.

The system uses artificial intelligence (AI) to analyze data and predict actions that will help close deals. For instance, AI can recommend sending an email or scheduling a meeting based on the customer’s previous actions.

The system automatically evaluates new leads and identifies the most promising ones, allowing salespeople to focus on those most likely to make a purchase.

“Implementing Salesforce increases conversion rates and reduces decision-making time thanks to powerful analytical tools and intelligent algorithms that help better understand customer behavior and anticipate their needs,” say Avenga experts.

The experts also highlight the importance of generative AI, which can create high-quality, personalized content, such as writing emails, compiling reports, and preparing presentations, thus saving time and boosting employee productivity.

Service automation

Service automation focuses on improving customer service and, consequently, increasing customer satisfaction. Let’s look at the main tasks of service automation.

Managing customer requests

Salesforce automatically routes requests to the appropriate agents, allowing for quick and efficient problem resolution. All communication channels (phone, email, SMS, and social media) are unified on one platform. This means employees have a 360-degree view of customers, enabling them to respond to inquiries quickly and accurately.

Optimizing workflows

Automating workflows helps process requests swiftly. All necessary customer information is consolidated in one window, significantly enhancing agent productivity. Employees no longer need to switch between different systems to find data; everything is in one place.

Improving service quality

Automation provides personalized information and solutions to customers automatically. This speeds up issue resolution during the first customer contact, increasing satisfaction and loyalty.

Thus, service automation with Salesforce makes customer service faster, more accurate, and more personalized.

Marketing automation

Marketing automation allows for the creation, launch, and analysis of campaigns with minimal effort and efficient interaction with the target audience. It reduces the time spent on routine tasks, increases accuracy, and enables more personalized and targeted marketing campaigns.

This, in turn, leads to increased sales and a higher return on marketing investments. Let’s explore the main marketing automation features in Salesforce.

Segmentation and targeting

Salesforce automatically identifies target audiences based on collected data. The platform creates personalized messages that capture the attention of those customers most likely to be interested in your offer.

Campaign management

Salesforce provides centralized information management for audience segmentation, message personalization, communication planning, and result analysis. This means all information about marketing campaigns is available in one place, simplifying campaign management and monitoring. Marketers can easily track the effectiveness of their actions and make necessary adjustments in real-time.

Success stories

AmerisourceBergen, a major pharmaceutical products supplier, uses Salesforce to automate sales and optimize processes. With Sales Cloud, they integrated customer data and automated tasks such as updating contact information and tracking activity, leading to increased team productivity.

Schneider Electric, specializing in energy management and automation, implemented Salesforce Sales Cloud to create a single source of customer information. This helped the company reduce data processing time and improve inter-departmental coordination.

AXA Singapore, a branch of the global insurance and investment company, uses Salesforce Service Cloud to automate customer service processes. The platform integrates all communication channels, such as phone, email, and social media, allowing agents to process customer requests quickly and efficiently.

McDonald’s uses Salesforce Marketing Cloud to analyze data and enhance customer engagement. The system helps automate marketing processes, such as sending personalized messages and managing campaigns, leading to a 30% increase in customer engagement and a 10% improvement in retention rates.

All in all, there is no doubt that implementing Salesforce is a viable and effective solution for many companies looking to improve customer relationship management and increase customer satisfaction.