You’ve probably heard about Salesforce, but you may still ask: What can you use Salesforce digital engagement for, or what does Salesforce do? Let’s open up the hood and take a look!
Salesforce is a suite of products, with cloud-based CRM (customer relationship management) software standing out as its core offering. It also provides tools for marketing, commerce, analytics, customer service, team communication, and integrations, along with a CMS (content management system).
The Salesforce CRM helps businesses manage and analyze their interactions with current and potential customers. It centralizes data, streamlines processes, and improves customer relationships. It supports businesses in tracking customer interactions across various touchpoints, ensuring better organization and more efficient communication. One of Salesforce's core strengths is its ability to combine data from various sources. It provides a unified platform integrating sales, service, marketing, commerce, and IT operations. This centralization allows different teams within a company to collaborate seamlessly by accessing a single, shared view of customer information.
Salesforce's comprehensive ecosystem of products, from Sales Cloud to Service Cloud, Marketing Cloud, and Tableau, offers innovative tools that adapt to diverse business needs. With its ability to unify data, automate workflows, and deliver actionable insights, Salesforce helps businesses increase operational efficiency, maintain stronger customer relationships, and better use their data to drive growth.
What Does Salesforce Do?
Established in 1999 as a Software as a Service (SaaS) pioneer, Salesforce delivered CRM tools via the Internet, making it more accessible and scalable for businesses. Over time, it evolved into a comprehensive Platform as a Service (PaaS), empowering organizations to develop, deploy, and manage custom applications. The Salesforce definition goes beyond CRM, as its mission is to connect marketing, sales, commerce, service, and IT teams, enabling seamless collaboration and data sharing.
The Core Functionality of Salesforce
Now, let’s look at the main pillars of Salesforce, its core functionality:
The Salesforce CRM Platform
This cloud-based system is designed to help businesses manage customer relationships and centralize data across sales, marketing, customer service, and more. It leverages AI to optimize operations, automate tasks, and enable personalized, data-driven customer experiences.
Salesforce Analytics and Marketing Automation
Salesforce Analytics and Marketing Automation helps businesses understand their data and streamline marketing activities. They support better decision-making by analyzing customer behavior while enabling automated, personalized marketing campaigns to drive engagement and growth.
Salesforce Operations and Service Automation
Salesforce Operations and Service Automation streamline business processes and automate customer service tasks. By improving efficiency and providing faster, more personalized support, these tools help businesses enhance overall customer satisfaction.
Salesforce Sales Automation
Salesforce Sales Automation helps businesses streamline sales processes and manage customer interactions more effectively. Automating tasks like lead tracking and follow-ups improves sales efficiency and enables teams to focus on closing deals, driving revenue growth.
Overview of the Salesforce Product List
Salesforce offers products tailored to various business functions, ensuring efficiency and collaboration across departments. Together, these tools create a connected ecosystem that supports marketing, sales, ecommerce, customer service, and data analysis, driving growth and innovation for businesses of all sizes. Here they are:
Sales Cloud
Sales Cloud simplifies sales processes by helping businesses manage leads, accounts, and opportunities. It also offers powerful add-on features like Sales Cloud Einstein, Salesforce Maps, and Lightning Dialer for enhanced productivity and insights.
Service Cloud
Service Cloud enhances customer service with features like Digital Engagement, Service Cloud Einstein, and Service Cloud Voice, enabling smarter, more efficient, and personalized support.
Marketing Cloud
Salesforce Marketing Cloud empowers businesses to automate and personalize marketing efforts across channels using powerful tools like Journey Builder, Email Studio, Mobile Studio, and Marketing Cloud Intelligence.
Commerce Cloud
Commerce Cloud enables seamless online selling for B2B and B2C brands. It leverages key features like Einstein AI, multi-channel commerce, and Order Management to enhance efficiency and customer experiences.
Data Cloud
Data Cloud allows you to give agents access to the exact data they need to create the most intelligent agents possible, able to deliver any employee or customer experience.
Integration and Development Tools
Integration and Development Tools streamline business operations with MuleSoft connecting systems and data sources, Salesforce Platform enabling custom app development with tools like Lightning App Builder, and Heroku supporting the creation of customer-facing apps with seamless integration.
Innovative Salesforce Products
Salesforce continues to lead in innovation with cutting-edge advancements that redefine the capabilities of its platform:
- Einstein, its AI-powered tool, delivers intelligent insights and predictions to empower smarter decision-making across business functions.
- Salesforce Data Cloud is a real-time data platform designed to unify and analyze customer data from various sources. It enables businesses to create a single, comprehensive view of their customers, allowing for personalized and data-driven interactions. By leveraging AI and automation, it helps deliver seamless, real-time customer experiences across all touchpoints.
- Hyperforce, a scalable cloud infrastructure, ensures global expansion and better security, allowing businesses to meet their growing data and performance demands.
- Salesforce Agentforce creates and deploys autonomous AI agents that streamline business operations across departments like sales, service, and marketing. Fully integrated with Salesforce's ecosystem, it automates tasks, enhances productivity, and provides 24/7 customer support. Agentforce uses AI to deliver personalized, data-driven insights while ensuring the smooth handling of complex queries through escalation to human agents when needed.
These innovations help businesses adapt to evolving demands while fostering efficiency, security, and sustainability.
Salesforce Benefits to Businesses
Salesforce significantly benefits businesses by offering a flexible and customizable platform that adapts to unique organizational needs. Its comprehensive solutions support end-to-end customer management, seamlessly connecting sales, service, marketing, and commerce teams for efficient collaboration. Designed with scalability in mind, Salesforce grows alongside businesses, ensuring its capabilities meet increasing demands. Its global accessibility allows companies to connect and operate efficiently across different regions. Additionally, Salesforce has an extensive ecosystem of integrations and partner solutions, helping businesses expand functionality and streamline processes.
Get Started on Salesforce Today
Salesforce has revolutionized how businesses operate, providing an innovative suite of solutions that enhance efficiency, foster collaboration, and transform customer relationships. From streamlining sales and marketing to delivering actionable insights with AI and supporting sustainability goals, Salesforce empowers companies to succeed in an increasingly digital world.
As a trusted Salesforce Consulting Partner, Americaneagle.com works alongside you to ensure that Salesforce meets your needs. Contact Americaneagle.com to identify and integrate the products that best align with your unique needs. With expert guidance, you can maximize Salesforce’s capabilities and position your business for sustained growth and success.
