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Are you worried that you will need to change all your IT solutions?
Unnecessarily. The open API of the Salesforce system allows for integration with any e-commerce engine and the vast majority of systems that use this integration standard (accounting systems, ERP, PIM, Order Management).
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All marketing activities should be conducted with the customer, their needs and expectations in mind. That is why it is so important to obtain valuable data on customer behavior and translate it into business decisions. Systems that aggregate customer data allow you to create 360-degree views, which translates into better knowledge and understanding of individual people. And this is still just a part of the possibilities offered by Salesforce.com: a set of tools to effectively run and develop e-commerce activities.
Omnichannel Customer Service
Consumers expect quick answers to their questions and the possibility of contact in their preferred channel. Satisfying these needs is a minimum, but it is not enough to build a competitive advantage. Salesforce gives you the ability to conduct multi-channel communication with the client (Livechat, chatbot, telephone, SMS, email, Facebook, Messenger, WhatsApp), managed from one console. The solution is distinguished by providing a 360-degree view of the customer and its history. Effect? Quick and efficient handling of inquiries, orders, returns and complaints, taking into account all contacts, regardless of the channel in which they took place.
Machine learning and artificial intelligence are tools available not only to large corporations. Data, referred to as the “new gold”, however, requires proper management. Only then do they show their full value. The tools provided as part of Salesforce solutions aggregate customer information from various sources (own media, online stores, communication channels, data from browsers on all devices, e-commerce and CRM systems). They generate a 360-degree view of activities, preferences and habits, both in B2C and B2B relationships. A full view of the customer allows for better matching of offers and service, which in turn translates into establishing deeper relationships. Qualitative data allows you to create offers targeted at specific people, as well as adjust promotions to their previous purchases (upselling, next best offer). The use of such solutions responds to customer expectations in terms of communication from the store and positively affects the course of the customer journey.
Automating customer qualifications from your database would make running a campaign much easier? Salesforce tools allow you to apply many improvements. They enable the implementation of the following processes: customer qualification and scoring, automatic assignment of appropriate SLA levels for sales and service activities depending on the customer’s assessment (made automatically), as well as assignment to appropriate marketing paths. Improve lead management, both in terms of collecting information about potential customers, analytics and segmentation in relation to specific marketing activities, and classification of leads to the right processes and Customer Journeys.
Requirements for the speed and convenience of transactions are also becoming more and more visible in the area of B2B sales. Therefore, it is worth considering the implementation of tools mapping the best practices of e-retail on a business scale. They should cover both the processes of acquiring and servicing B2B customers, as well as order fulfillment (including delivery times and methods). The preferences of contact tools and tools supporting the purchasing process are also changing. Depending on the stage of the purchase, between 70 and 81% of B2B decision makers choose a form of remote interaction or use self-service tools. LiveChat is also very popular. With a properly designed process, such a conversation can turn into placing an order and be a channel for transferring an invoice or initiating a payment.
Does your company operate in a franchise model?
Do you have or are you building a network of partners, subcontractors, installers or consultants?
Do you want to create a space for business clients that will help build relationships better?
Ask us about the possibilities related to B2B portals.
Thanks to them, you can share knowledge bases with partners and clients, and even specify in detail the materials they have access to depending on their interests, industry, and their qualifications (which is especially important in areas with clear restrictions, such as pharmacy). You can also enter “levels of expertise” depending on the level of completed transactions or other factors.
Make customers feel important and “taken care of”
Keep your 360 view always available to everyone involved in the service process.