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In recent years, there has been a big surge in Cloud Computing Technologies. One such technology which has had immense impact on the world of computing is Salesforce. In this blog, I will introduce you to Salesforce and will answer: What is Salesforce? Why use Salesforce? And Where is Salesforce being utilized?
Before Salesforce, Customer Relationship Management (CRM) solutions were hosted on a company’s own server. Can you imagine the cost and time it took for companies to have their own CRM solutions? Well, it used to take months or even years to set it up and the cost went up to millions of dollars. Even after setting up, they were extremely hard to use. What would be a feasible solution to this? I am sure you guessed it – building an affordable CRM software and delivering it entirely online as a service. This was the main idea behind Salesforce. Started as a Software as a Service (SaaS) company, Salesforce has grown into the fifth-largest software company in the world.
The answer to this is very simple, it was Cloud Computing. Salesforce wasn’t just about a better product at a fraction of the cost. It was about replacing the lengthy installation process and moving everything to the internet. They changed the business model – no more long-term contracts or expensive licensing deals, anyone could use Salesforce with only a simple 50-dollar monthly subscription fee.
Before I answer the question, what is Salesforce, let me brief you about why you should choose Salesforce.
As of May 2016, Salesforce has had over 150,000 customers across the world. In the world of CRM, Salesforce dominates with a 19.7% market share. Its closest competitors SAP (12.1%), Oracle (9.1%) and Microsoft (6.2%) are far behind. The Salesforce AppExchange features over 2,700 applications which has driven a total of over 3 million installations and more than 70% of Salesforce customers use applications that are listed on the AppExchange. Today, many companies are developing their applications on Salesforce platform or are migrating to Salesforce. This has increased the demand for Salesforce developers and administrators. Currently, Salesforce Architect is one of the hottest skills to have on a tech resume.
“Salesforce Architect has the highest average salary across the most valuable job skills.”
– Business Insider
I hope I have answered your question on why you should choose Salesforce. Now, let me introduce you to Salesforce and answer the question on your mind: What is Salesforce? Below is an image which shows the power of Salesforce in today’s tech-savvy world. From tech giants like Google and Facebook to your nearby call center, all of them use Salesforce services and products to solve their problems.
Salesforce started as Software as a Service (SaaS) CRM company. Salesforce now provides various software solutions and a platform for users and developers to develop and distribute custom software. Salesforce.com is based on multi-tenant architecture. This means that multiple customers share common technology and all run on the latest release. You don’t have to worry about the application or infrastructure upgrades – they happen automatically. This helps your organization focus on innovation rather than managing technology.
To understand what is Salesforce, you need to know the different services and products that Salesforce has to offer and when to use them. Through Salesforce, you can access a wide range of products and services in Cloud, Social and Mobile domains. Below is an image that shows the different services and products that Salesforce offers to its customers.
Learn Salesforce From Expert
Now that we have a clear understanding of what is Salesforce and which service to use when, let’s look at where Salesforce is being used by various companies across different industries.
|Communications||Comcast-Spectator||Comcast-Spectator used Salesforce to maintain detailed customer profiles so that they can identify their biggest fans and market more effectively to them.|
|Financial Services||American Express||American Express started to use Salesforce Sales Cloud in 2010. Now, they have their customer success platform on Salesforce, which connects thousands of employees across organizations, locations and time zones.|
|Government||Obama for America||Staff of Obama for America used Salesforce Service Cloud to send personalized emails to users. They also used dashboards to get real-time read on what the nation was thinking about and where opinions differed across the country.|
|Health Care||Health Leads||With Salesforce Community Cloud, Health Leads are leading the way to a new model for healthcare. Also, with Salesforce App Cloud, they can easily view and update patient data, coordinate with physicians and find effective community resources.|
|High Tech||Sony||Sony uses Salesforce Service Cloud to tune in with its customers. Sony’s customer cases are managed as one unified agent experience which has helped them to keep their customers happy.|
|Media||Coco-Cola Enterprise (CCE)||CCE uses Salesforce across multiple geographies and multiple business functions. From call center agent to service technicians and sales representative, Salesforce is being used to connect people and information. This has helped CCE to deliver a better customer experience.|
|Manufacture||InMobi||InMobi swapped out several CRM systems for the Salesforce Sales Cloud. Salesforce has enabled InMobi to run a single layer of data management through the company. This has made InMobi a fast and efficient company.|
|Retail||Trip A Deal||Trip A Deal’s Heroku based cloud platform application was designed and deployed in under five weeks. This delivered critical advantages to the start up business including system stability and cost effective scalability.|
We have seen above how different companies are using Salesforce to solve problems and improve productivity. Now, let’s look at how Hindustan Computer Limited (HCL) utilized Salesforce to solve its business challenges.
To solve these business challenges HCL chose to implement SFA using Salesforce.com. HCL evaluated Salesforce and found that it met their requirements in regard to security, governance, collaboration and integration with third party applications.
The above image shows the different modules that were implemented to solve the challenges. Below I have explained these modules in detail.
Lead Management Module – HCL used the Salesforce standard solution for lead capturing and assignment, lead qualification and conversion. They developed a custom solution for capturing leads from external sources and screening leads to prevent duplication.
Account Management Module – HCL used the Salesforce standard account management module and implemented a custom solution for defining business logic for real-time search for customer accounts, manage the flow of data and manage daily batch updates.
Contact Management Module – HCL used the Salesforce standard contact management module including activity management and implemented a custom solution for managing flow of data after account conversion.
Opportunity Management Module – HCL used the standard Salesforce opportunity module and developed a custom solution for adding products to opportunity, enabling manual product pricing and for creating discount approvals on opportunity product.
Integration With Other Applications – Salesforce was integrated with applications such as SAP, ODS, BI and various third party applications by using AppExchange applications and customized Web Service APIs.
HCL implemented the Salesforce1 Sales Cloud in four months with 92% user adoption. For a program, which impacted over 6200 users across 14 countries, four months is quick. Ease of integration with third party applications improved productivity by 3-4 percent. Using Salesforce, HCL was able to validate data at the time of data entry. This enabled them to achieve an incredible 90% accuracy in their master data.
I urge you to see this Salesforce training video that explains what is Salesforce. Go ahead, enjoy the video and tell me what you think.
What Is Salesforce? | Salesforce Training – What Does Salesforce Do? | Salesforce Tutorial | Edureka
This Edureka Salesforce Training video for beginners will take you through why Salesforce became popular, what is Salesforce, Salesforce products along with a Salesforce use case.
I hope you have understood Salesforce and got the answer to what is Salesforce. Do read my next blog on Salesforce Certifications.
Check out our Salesforce Certification Training, which comes with instructor-led live training and real life project experience. Feel free to leave any questions you have in the comment box below.
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