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How Salesforce can benefit businesses in 2021?

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Do you in business deal with several vendors? Do you find it hard to follow up on all vendors, prospects, orders, and project deliverables? Also, is this impacting your business productivity? If the answer to these are yes, then the time is ripe for you to make a change. Businesses invest big-time on approaching vendors to invite quotations, and then focus hard on knowing about the statuses. With Salesforce at your disposal for vendor management, you can utilize any prospects and various vendors from a single location apart from dealing with your chief business operations.

Salesforce has been a blessing

Being a leading cloud computing platforms, Salesforce has totally transformed the manner in which organizations carry out business by bringing a hugely dynamic, customized and user-friendly platform for holistic implementation services, i.e. Force.com. With Force.com, developers can rapidly make and deploy ideal cloud applications that are compact, safe, and accessible and without fretting over provisioning hardware or application stacks. Also, this platform offers different tools for explaining the data model, the business rationale, and the user interface.

Two To Tango

It does not matter what you’re creating: a totally refurbished UI, merging data from several sources, or utilizing frameworks such as AngularJS, Ember, React, or Backbone, there will be scenarios where you would have to heavily utilize JavaScript. In case you are keeping a track of web development for the last few years, you would have seen the rise in the appeal of JavaScript frameworks in terms of building web applications. Currently, JavaScript frameworks have deservedly made their way into the Salesforce development lifecycle.

Top Salesforce Trends

Hence, at present it is very much obvious that it has become essential to utilize a CRM to boost sales and new customers and look after the retention rates. If someone mentions ‘CRM,’ then the first thing that comes to our mind is Salesforce, as this happens to be the czar in the CRM market. Hence, let us look at some of the famous Salesforce trends and the way businesses are going to capitalize on Salesforce in 2021.

Mobile Evolution

The trend of buying via mobile, and helping the software to back and turn the user experience convenient via disentangled interface design, began many moons ago. Salesforce will keep growing in this regard and the same thing can be expected this year. Among the mobile Salesforce prospects featured in 2021 happens to be a mobile application that helps to deal with the CRM instance on the go for all users in the system and building mobile web-pages and applications with Salesforce SDK with lesser involvement of code.

Artificial Intelligence

One of the biggest technical innovations in recent times, AI has started spreading its tentacles to the majority of the sectors. Even sales departments, regardless of any business, can derive a lot of advantages from it. Salesforce unleashed Einstein AI some time back, and while it is growing consistently, at present it is very much handy to improve the functioning of current products to derive maximum out of them. Sales Cloud permits AI to spot the ideal opportunities and offer useful insights through a sales analytics app and add more authenticity to the predictions. With this, it is possible to set automatic notifications to work on potential leads and as a result enhance the prospects of successful deals. A machine learning feature helps in case classifications and by utilizing Service Cloud, customer support representatives can solve routine cases early. Experts forecast that in 2021, executing Einstein AI into Salesforce products is going to be the most common request to Salesforce consulting companies and individuals.

Tailored to suit specific requirements

These days, it is not simply adequate to utilize a product out of the box as it is. Customization was very much there in Salesforce, but business industries in large numbers are triggering demand for certain functionalities and customizing the product in line with particular requirements, considering the array of various tools needed for a certain business to operate, such as billing systems, risk management, project management features, and other industry-specific things and workflows. It is obvious that being in the apparel business is different from being in the business offering booking services. This year, especially businesses have to seriously ponder over streamlining of their CRM. Like any software customization, you will have to get professional counseling to ensure that everything is established as per your requirements. Selecting the appropriate Salesforce consulting partner will define the success of your business. So, while taking such a call, don’t ignore the certifications and accord weightage to official Salesforce partners as this will help you in getting the desired outcomes for your business but also will save time and money for you.

Customer 360 platform

It is becoming extremely critical to nurture good ties with customers these days, as the technology evolves the satisfaction of existing customers matters a lot for businesses. This precisely the reason why assistance departments of all companies are emphasizing on offering excellent services to their clients. Currently, the Salesforce Customer 360 feature can lead to a lot of prosperity for the businesses. At the conclusion last year, Salesforce launched Customer 360 Truth edition that permits merging information of customers from all Salesforce applications at one place. By providing a unique ID to a user, you can see all previous interactions and profile details to ascertain how to provide the right solutions for any problems and display the superior level of customer care service.

Marketing Automation

This has to be highlighted, as this year we might see the proclivity to assign the resources to strategic goals and improving normal tasks devoid of human intervention. Marketing Sales Cloud can enhance marketing campaigns by helping you to dispatch automated emails, arrange customer data to offer targeted discounts, perform A/B tests, and many more things. That is the reason why business owners’ and marketers’ will be focusing on the same this year.

Finally

As a leading phenomenon in the CRM market, Salesforce will set new trends in almost all the industries. Having said that, the enhancement of the current Salesforce features, and the new releases are very important in helping businesses to grow further.

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How to enhance your contact center operations through Salesforce and Vlocity

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Despite customers shifting in droves to digital channels, traditional contact center support will stay as a critical service channel. In several contact centers, the capacity to serve customers is severely crippled by agent’s requirement to obtain multiple legacy applications. Also, the current Corona-induced work from home schedules have drastically affected the functioning of contact centers.

In the present ever-evolving marketplace, the contact center has a direct bearing on your turnover. To derive the maximum ROI on processes, technology, and employee performance, several companies are fixated on accomplishing the following within their contact centers:

  • Less issue resolution time
  • Widening self-service choices for customers
  • Minimal admin time for agents
  • Curtailed agent training and onboarding
  • bring down customer attrition
  • Heightened customer spend: lead generation, cross and upsell possibilities
  • High CSAT and NPS scores

Prior to resolving the above, you have to find out your pain points: The challenges or hurdles confronting you, High expenses, fresh agents, customer grievances, and call deflection needs.

To explain success lucidly for your business, you require key performance metrics for the sake of comparison. Have you started to track metrics? Certain traditional metrics such as Net promoter score (NPS), Customer satisfaction (CSAT), Average handle time (AHT), First call resolution (FCR), Call Deflection rate, or Agent Attrition rate will aid you in understanding where you need to focus first.

Once you are aware of what to target, you need tools for the same as well. So, what tools will help you get there?

Adding Vlocity to your Salesforce Org

Salesforce happens to be a little bit more than a CRM — so kindly utilize it likewise. Activate your Org by developing and deploying cloud applications, tools, and services to automate business procedures, and merge with external applications. Having appropriate tools for automation is a must for your contact center to function smoothly and widens your team’s bandwidth to deal with more complex customer-specific concerns.

Salesforce gels perfectly with others. If united with Salesforce, Vlocity can quicken business process transformations focussed on agent and customer experiences. Vlocity also offers innovative solutions for industry and customer modules that can be fully exploited to enhance value. The advantages of Vlocity lies in its framework: Vlocity Cards, OmniScript, Data Integration tools, and innovative industry-centric functionality. These tools are adept at solving any issues plaguing your contact center.

By properly executing Vlocity in your contact center, you can bring down call handle and training times by offering contact center agents a single engagement layer via Vlocity’s Card Framework, Vlocity Actions and Omniscript. Omniscripts denoting guided processes are easily downloadable and customized from the Vlocity Process Library for usual service requests such as intimating a beneficiary, seeking an ID card, address changes, and dozens of others. Guided Processes do away with the need for a different Standard Operating Procedures (SOP) binder as the SOP is encoded into the Omniscript. These processes can be utilized for portals and mobile apps apart from the contact center. By easing the process of merger with external systems via microservices these transactions happen with merely a few clicks and without exiting the Salesforce platform.

Improving customer satisfaction and agents’ AHT

In the past, contact center agents wasted a lot of time going through several applications in order to find and resolve the caller grievances. If a lot of time is wasted in resolving the issue then it can be frustrating for both customers and agents. By utilizing optimally both native Salesforce Service Console and Vlocity cards, every information can be showcased in a single view on an agent’s screen. This results in an improvement in agents’ Average Handle Time and even the time spent on the call comes down, enhancing customer satisfaction and your key CSAT and NPS metrics. Having the right platform, can help you to swiftly and conveniently better your ROI on your people, processes, and technology. However, the benefits go beyond these. Whether you are striving to bring down issue resolution or cut down admin time for agents, these goals aid your team to be involved:

More agency for agents

Agents are very vital to the scheme of any contact center. If your team gets job satisfaction constantly and the feel of empowerment while performing their jobs, then resultantly it brings down agent training, onboarding time, and eventually agent attrition. By having proper tools in place, and the right training at the beginning, your contact center will have more merrier and engaged employees.

Whittle down complexities

Complexities pertaining to certain products result in longer training times, together with high agent turnover and your expenditure to bring in and retain/retrain agents can mount significantly. By optimizing Vlocity OmniScript, a stable call script can be optimally utilized for every kind of call. The training time needed for fresh agents can come down by several notches. Intuitive tools permitting an agent to control and learn customer interactions on their own assists in cutting down attrition rates and enhances employee satisfaction.When several tools are employed in one comprehensive program, then contact centers can optimally utilize staff across various channels, betters the handling time of customers and reduces training time for employees.

Assures compliance

With regard to contact centers in extremely controlled industries, apart from field tracking offered by Salesforce Shield, Vlocity includes caller verification and interaction logging to the compliance toolset. The Vlocity system even has functionality like innovative elements to carry out caller verification before showcasing the caller’s information. This element can be configured for various types of verification issues. There is even an extra facility for the agent through which he or she can click on an icon to comfortably capture crucial data elements being shared during the call. This gets automatically included in the interaction log.

Turning customers ecstatic

Cutting down customer attrition and maximizing customer self-service potentials happen to be two business drivers that work in tandem to accomplish any goals of the company, keeping customers in good humor. Salesforce Customer Communities makes an engagement platform for customers to communicate unlimitedly with company, at their convenience and leisure. Unifying Communities abilities with Vlocity’s Cards and Omni Scripts, customers get increased opportunities for self-service features and call deflection, which enables your agents to focus more on core activities related to customers.

Incorporating email or text to offer dynamic notification to involve your customers can significantly enhance NPS, especially notifications regarding crucial milestones in old transactions. Giving proactive information to your customers also serves the purpose of a call deflection mechanism. For key or long-running transactions, you can involve your customers by optimizing nurture campaigns. Each of these happen to be the strength of Salesforce Marketing Cloud.

Add more value to your contact center

It’s common knowledge that contact centers happen to be a tough working environment. Bettering agent toolkits to effectively tackle, deflect, and resolve customer calls is a continuous procedure. Integrating Salesforce and Vlocity in order to offer clarity over the customer and relevant data points, permits agents to concentrate more on customer issues than the procedures needed to do so. By properly utilizing Salesforce and Vlocity capacities, your company can enhance customer retention, eliminate the requirement for legacy interfaces, maximize customer satisfaction, cut down AHT and training time, and offer a holistic view of your customer to all agents. Our incisive sub-industry focus, together with success related to Salesforce and Vlocity, make us better placed to offer additional value to your contact center operations.

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How Winklix Enables Delivering Results With Fully Remote Team

How Winklix Enables Delivering Results With Fully Remote Team

With recent outbreak of Coronavirus worldwide , almost all companies have moved towards remote workforce . If you or your team is among one who is not familiar with remote collaboration , then this  might be the difficult time for you . Winklix has already well experienced with remote work force as we are six year old agency , and at every stage of work of being professional , we found effective remote work function gives best result with proactive and thoughtful planning .

We want to share the ways we can define our success journey with our clients – particularity at the time of social distancing with the help of different tools which only focuses on clear result in paramount . Below given are some of the steps which Winklix take to provide you with great experience and successful outcomes for ourself and our clients .

Project Initiation 

Setup is key to successfully carry on the work and organisation is gold . Every project is successful if you follow who , what and how approach . At initial stage , we closely take our client requirement in order to start their project . These requirement includes planning of key project events , creation of project schedule , project tools definition , collaboration plan creation that takes everyone on same phase . We use tools for conversation which we are already in use or even use tools that our client teams are confirmable with .
All the above given activities have been made possible by using tools for web meeting , polling softwares , group / individual chat applications . We are familiar with Zoom for video conferencing and Slack for real time communication with our internal team and clients . For further team work we use Google Drive , Microsoft 365 and Confluences .

Participants 

The Winklix project manager works closely with client team lead which facilitates updates regarding planning activities from time to time .

Project Discovery 

During project discovery phase , our team and our clients team come closer to discuss existing functionality as well as brainstorming on what’s else new can be implemented . We firstly focuses on pain points of our clients and then our business development manager come up with innovative plan to steer entire project with right framework and solutions needed to build perfect solution .

Participants 

Winklix in house team compromise of SMEs , designers , programmers , testers , managers , team leaders and more in discovery phase . Whereas on client side , in general product owners , business leads , products experts and technical team is present to discuss unique needs .

Remote Discover Success Tips

In order to get best result of discovery phase onsite meeting is always preferable with clients and clients personnel , however their might be a situation that not all clients may get present onsite and in that case remote discovery phase is what all is required . We have years of experience in conducting remote discovery with team of many sizes .
Here is Winklix’s key to make you successful in remote discovery phase : 

  • Quick Meeting : Conduct a quick video meeting with Winklix and clients team wherein the aim will be to introduce everyone , make them understand what all the project is about , how will each person will get involved individually and collectively and future planned activities .
  • Pre-reads / pre-work : Both teams are equally responsible to provide the necessary documentation in relation to project to be read in advance that helps in gaining insights about discovery phase .
  • Agendas : Always try to crystal clear the agenda in advance so that every participants can prepare themselves in advance for discovery phase . Always try to consider different time zones and remember that we are humans , and it is quite obvious to have breakthrough of mistakes .
  • Duration : This said , if you have a meeting which last longer than 90 minutes  , try to break them into sessions of smaller minutes . Try to also give clear break during meeting and finding engaging ways for persons who are present in meeting .
  • Audience : Although their may be times you may require many people to be part of audience in order to gain interaction and participants for given agenda , however you can on the basis of priority can invoice the audience .
  • Material & Preparation : As all team members might not be present all the time in future , always try to provide them with relevant material , flow , software requirement sheet and more during meeting only .
  • Technology : Winklix after listening to client requirement , tries to make familiar the client with the technology we are going to use which best suits their requirement .

Project Build 

Project building phase requires both client and Winklix team to work closely , all together . We try to facilitate all our works remotely by using different tools and with our active client participation , as after all we are making the products as per their demand .
At Winklix , we dynamically change ourself as per client requirement . We use to collect feedback and adjust between sprints . Some of the major benefits of getting into virtual environment is we saves travel time , can experience face to face meeting and can start direct conversation using Slack , setting reminders in calendar and more . By this way people closely focuses on their work , rather than wasting time on other non sense things .

Validation 

Validation is the time wherein we validate with our clients for the solution that is made by us for them  in relation to awesome user experience and satisfying business needs . In order to complete this phase , we make use of different tools like Jira , SalesForce DX and Circle CI to carry on our testing , revision and easily push adjustments from time to time .

Training 

As training is equally important as delivering the software solution to our clients , we help to strive companies empower end users with platform knowledge that can set team for success . We create various training material why is easily accessible like Trailheads , videos , knowledge article in Salesforce and more so that it can be used by present staff as well as remote staff who was present during training session .

Project Launch 

A project is said to be really launched , when our clients begin real use fo software and started gaining value from it . For almost all of our project , we use to launch it remotely . This helps our clients to enjoy the benefit of fully remote enablement . And then at last we work with our client to create a launch plan which includes final testing , acceptance and user enablement .

Support After go-live 

If you are adopting to anything new , you will always have sets of questions in your mind . Thereby it is important for us to answer every question that may arise after launch of software to enable our clients to effetely evolved with software along with their team . At Winklix , our project development is not one time thing , rather we treat it as ongoing relationship that can take on various forms and we always try to support our clients at every point of time during their journey .

End To End Support Irrespective Of Geological Boundaries

Although we only have presence on some countries of the world , we provide support services on global scale irrespective of different time zones . We have experience on Salesforce Technology , SAP Technology , Microsoft Dynamic 365 and remote delivery .

So in case you are in need of support services or want to fully switch to remote operations due to COVID-19 or want assistance in maintaining your Salesforce org at distance , contact us .