Salesforce CRM for a strategic B2B & B2C management

Salesforce is a CRM software solution that complies with the GDPR for centralised and cross-departmental customer relationship management. Sales, marketing, e-commerce and customer service can access a uniform data basis for customer relationship management.

In principle, a distinction is made between Salesforce Classic and Salesforce Lightning. Lightning is the further development of the Classic version and has a newly designed user interface, a component-based App Builder as well as other functions that are intended to increase productivity and optimise workflows.

The goal of both software solutions is to efficiently manage all contact data in one place as well as to personalise customer interaction, which should sustainably strengthen customer loyalty.

In the meantime, Salesforce’s portfolio includes not only flexible cloud-based CRM solutions, but also a range of different cloud products, which are differentiated according to functional aspects and specific industries.

From opportunities to deals with Sales Cloud Lightning

Sales Cloud Lightning supports the optimisation of sales processes with integrated contact and opportunity management. Using artificial intelligence, the Sales Cloud suggests individual recommendations for action for each contact so that a lead becomes a real customer as quickly as possible.

In the Sales Cloud, customer information from all available channels such as social media is collected and assigned to the respective customers. Communication histories with customers can also be accessed in real time and provide information about the current business status.

With the assistance of the integrated offer functions, relevant customer data can be automatically inserted into offers. These can then be sent directly from Salesforce to the customer by email.

 

Increase customer and employee satisfaction with the service cloud Lightning due to intelligent processes

The Service Cloud Lightning makes it easier for teams to interact with customers, because no matter which support channel a customer uses to contact the company, the cloud-based customer service solution combines all support channels and enables seamless and centralised service.

In addition, important work steps and workflows are automated. The intelligent ticket system automatically forwards customer enquiries to the responsible employee and calls are logged independently.

The integrated self-service help desk, on the other hand, supports teams in answering customer enquiries, as essential information for problem solving is stored in the knowledge database.

Our CRM specialists will be pleased to support you with the:

  • Evaluation and implementation of a suitable CRM platform
  • Design and implementation of new inbound channels and acquisition opportunities
  • Optimisation of CRM processes and their functionalities
  • Training and familiarisation of your employees
  • Optimisation of your customer acquisition processes
  • Analysis and correct interpretation of key sales figures and customer journeys