As the use of mobile, anywhere, anytime apps continues to expand,
.com is moving its platforms in the same direction. Announcing its new Sales Cloud1 and Service Cloud1 brands Tuesday, the San Francisco-based CRM giant says the offerings are designed to help sales and service professionals connect with customers "in a whole new way."
Sales Cloud1, for example, is aimed at helping sales reps "grow sales faster with new consumer-inspired mobile sales apps." Service Cloud1, the company said, will enable service professionals in a connected world to deliver "more personalized, smarter and faster customer service experiences."
Salesforce took the wraps off its two new offerings in advance of its Dreamforce 2014 software event, scheduled for Oct. 13-16 in San Francisco. The event, said Chairman and CEO Marc Benioff, will focus on "the future of cloud, social, mobile and connected technologies and how companies are connecting with customers in a whole new way."
The 'Dashboard of Our Lives'
Noting that "the mobile phone has become the dashboard of our lives," Executive Vice President and General Manager of Sales Cloud Linda Crawford said the company's new cloud-focused sales offering is designed to help reps "sell smarter and faster from the palm of their hand."
Built on the Salesforce 1 platform, among the new features that Sales Cloud1 offers is a Google Now-like app that gives reps an at-a-glance view of meetings, opportunities and recent activities for any account. It also provides new capabilities for managing tasks, notes and events.
Through a new partnership between Thomson Reuters and Salesforce's own Data.com, Sales Cloud1 will also provide reps with relevant third-party content about their client accounts. Such information will, for instance, help sales reps stay "completely up to date" on their clients' businesses ahead of meetings, Salesforce said.
Targeting the Connected Customer
Salesforce's newly reimagined Service Cloud1 also offers a variety of new features for service reps. They include an SOS for Apps that will, for example, enable customers to connect with a live service agent from their mobile device. The app will enable a service agent to follow along with any actions taking place on the customer's device, and will even allow the agent to draw on the screen to help a customer navigate a tricky issue.
Service Cloud1 also provides a new tool for creating branded self-service communities, as well as a "smarter agent" console that dynamically pushes relevant content to reps to help them resolve cases more quickly without having to search databases for information.
Among the customers already using Service Cloud1 is the video game company Activision. Tim Rondeau, Activision's senior director of customer care, said the company is using the offering to personalize customer service "to each and every gamer."
"We live in the age of the connected customer, and it's every company's responsibility to provide customer service where, when and how the customer prefers to engage," Rondeau said.