Salesforce-Desk.com Integration Offers Benefits for SMBs
CRM giant Salesforce is pressing into SMB (small and medium-size business) opportunities with its latest software mashup. The company just rolled out an integration between Desk.com and SalesforceIQ so customer service-minded SMBs can work smarter.
With the integration, Desk.com (customer service app), and SalesforceIQ for Small Business (which uses advanced data science to help companies connect with customers) aims to help SMBs close more deals with stronger customer support. Essentially, the integration helps customer service and sales teams tap synergies to drive stronger responses.
“SMBs need to look at new ways to tie information and business systems together, and our research shows how the adoption of new technology solutions can contribute to bottom line growth,” said Rebecca Wettemann, industry analyst at Nucleus Research, in a statement. “We've seen that SMBs who implement solutions that offer more intelligence about the customer see 25 to 30 percent higher margins. This proves that better and faster access to insights and processes gives those SMBs an edge in their growth and better ability to compete against larger firms.”
Nearly 80 Percent Do This
Salesforce seems to have done its homework on the opportunity. According to the SMB Group, customers expect companies to deliver fast and personalized experiences across every channel and at any time, now more than ever. But many firms are falling short -- way short.
In fact, nearly 80 percent of SMBs are ill-equipped to meet the needs of customers for one relatively easy-to-solve reason: They are not connecting mission critical business apps, according to the SMB Group. Indeed, SMBs many times see customers in siloes that stymie any potential for synergistic growth, Salesforce noted in the statement.
"Customers expect and deserve a cohesive experience every time they interact with a company," said Steve Loughlin, CEO, SalesforceIQ, Salesforce, in the statement. With this new solution, Loughlin said SMBs will have a “complete view” of customers across sales and service so they can build deeper relationships and offer better customer experiences through all channels.
Three Big Vows
Ultimately, Salesforce is making three big vows to SMBs with the integrated solution: smarter customer service; stronger sales insights; and connected service and sales.
For example, service agents can view sales activity and insights, such as the dates of upcoming sales meetings, the sizes of opportunities or inactive days, at a glance. The goal is to help agents offer more customized services to clients. If something goes wrong, the integration lets the service agent flag the case for the sales rep, according to Salesforce.
The new integration offers a centralized view of the customer that sales and service teams can tap into to stay on the same page, Salesforce noted. Practically speaking, sales reps can see if customers or potential customers have any open cases in customer service. That helps agents prioritize opportunities and deliver more hands-on experiences. Finally, SMBs can easily and quickly connect service and sales without any custom development work through the Desk.com and SalesforceIQ integration, according to Salesforce.