What is Salesforce Used For?

Last updated:
September 6, 2023

What is Salesforce and what does it do for businesses? Salesforce is an all-in-one CRM (Customer Relationship Management) software built on a cloud platform. This innovative service platform equips sales reps with the tools they need to succeed, providing a centralized hub for all pertinent customer interactions. With powerful marketing tools like Email Studio and Interaction Studio, Salesforce enables businesses to send personalized messages through various channels, aiding in more informed decisions and increasing the likelihood of business success.

Salesforce serves as a versatile CRM software solution for handling an array of advanced cross-channel business tasks. From educational institutions to everyday business operations, Salesforce offers a range of cloud services and features aimed at optimizing customer relationships and streamlining processes. In this article, we'll reveal the seven core cloud services that Salesforce offers and what they can do for your business. Let's get started.

Key Takeaways

  • Complete CRM Solution: Salesforce is an innovative Customer Relationship Management (CRM) service platform, providing a single platform that equips sales teams with essential tools for success and efficient management of customer interactions.
  • Diverse Cloud Services: Salesforce offers an array of cloud services such as Sales Cloud, Service Cloud, and Commerce Cloud, addressing various business challenges and enhancing customer service, sales performance, and commerce experiences.
  • Unified Platform for Varied Industries: Salesforce serves as a flexible CRM solution suitable for a wide range of industries, from educational institutions to businesses. It integrates AI technology, cloud computing, personalized content, and digital channels to deliver personalized experiences and insights into customer behavior.

How Does Salesforce Work? – Cloud Services

Salesforce takes an advanced approach to Customer Relationship Management (CRM). It offers an ecosystem of specialized cloud services that work together to address complex business challenges. Simply put, Salesforce offers cloud services that are specialized for different sectors and functionalities, ranging from sales to education and even nonprofit management. These are essentially segmented parts of the broader Salesforce environment that focus on specialized tasks.

Examples of Salesforce Cloud Services:

  • Salesforce Experience Cloud is a cloud service designed to foster stronger relationships between a business and its community of users, customers, and stakeholders. The cloud platform provides features like forums, social media integrations, and personalized customer experiences, all aimed at enhancing engagement.
  • Salesforce Data Cloud, on the data front, is your go-to cloud service for all data management and analytics needs. It not only offers tools to integrate customer data from different sources but also provides the analytics tools necessary to make sense of this data and drive real-time decisions.
  • Education Cloud is a cloud service that offers a suite of tools for educational institutions, designed to handle the unique challenges faced in learning or academic settings.
  • Integration Cloud is a more technical cloud service that allows businesses to connect different platforms and applications seamlessly, solving the complex problem of data and application integration.
  • Nonprofit Cloud is an industry-specific cloud service designed by Salesforce which offers functionalities to handle operations like fundraising and volunteer management, which are the core of nonprofit organizations.

Salesforce's CRM is not just one platform but a collection of integrated cloud platforms. These platforms work together to offer a centralized solution for managing a wide range of business processes. Each platform is designed to solve specific problems, and their integration is seamless, thanks to Salesforce's robust architecture.

RELATED: 5 Best CRM for Travel Agencies in 2023

Which Companies Use Salesforce?

Which Companies Use Salesforce?

Salesforce is used by a diverse range of companies across multiple industries, including technology firms like Amazon Web Services and Spotify, financial giants like American Express, healthcare companies such as Eli Lilly and Philips, and even educational institutions like the University of Miami. The platform's wide array of functionalities allows it to serve not only as a CRM but also as a tool for marketing automation, analytics, and more, making it appealing to businesses both large and small in sectors like retail, media, automotive, and nonprofits.

7 Tasks Salesforce Can Do for Your Business Through Clouds

Salesforce is more than just a customer relationship management software; it's a comprehensive platform designed to streamline various facets of a business. From sales representatives to service issues, let's explore the seven core cloud services that make Salesforce indispensable for business users. These include:

  1. Salesforce Marketing Cloud: Automating Campaigns
  2. Salesforce Sales Cloud: Streamlining Sales Operations
  3. Salesforce Commerce Cloud: Boosting Online Sales
  4. Tableau CRM: Making Data-Driven Decisions
  5. Salesforce Experience Cloud: Managing Business Interactions & Lightning Bolt
  6. Salesforce App Cloud: Developing Customized Solutions for Business Needs
  7. Salesforce Service Cloud: Robotizing Customer Service with Einstein Bots

1. Salesforce Marketing Cloud: Automating Campaigns

Salesforce Marketing Cloud is platform for businesses aiming to synchronize their marketing and CRM data for a more personalized customer experience. This robust suite of tools doesn't just streamline digital advertising; it also integrates seamlessly with other Salesforce Cloud services, allowing for a unified approach to customer relationship management across marketing, sales, and customer service.

Use-Case: Marketing Automation to Effectively Generate Leads

Salesforce Marketing Cloud allows businesses to implement automated marketing campaigns with personalized content. Automated tasks are triggered based on a variety of factors such as time, user behavior, and custom parameters to ensure that customers receive relevant content at the right moments. The platform integrates data from Sales Cloud and Service Cloud to utilize dynamic content enhances the personalization of messages, adapting to the customer's journey and displaying targeted offers. Marketing campaigns can be distributed across multiple channels such as Facebook, Google, Instagram, and email. The system provides real-time synchronization of customer data to ensure campaigns utilize up-to-date information.

2. Salesforce Sales Cloud: Streamlining Sales Operations

Salesforce Sales Cloud serves as the epicenter for sales representatives aiming to deliver amazing service. Offering a suite of robust tools, Sales Cloud Einstein goes a step further by incorporating AI-driven analytics to supercharge your sales processes. This platform not only streamlines sales cycles but also enables a more intuitive and effective management of customer relationships.

Use-Case: Einstein-Powered Sales Intelligence for Efficient Deal-Closing

Salesforce Sales Cloud integrated with Einstein Conversation Insights allows businesses to have access to advanced conversational intelligence capabilities built directly into the CRM. Einstein automates the transcription of sales calls, identifies key mentions, and flags actionable next steps, effectively minimizing manual data entry. The software provides valuable insights by analyzing call content for specific keywords like competitors, objections, and pricing, thereby offering guidance to resolve stalled deals and expedite the sales process. Einstein also enables real-time, AI-driven prompts and follow-up notifications during or after calls, helping sales reps to be more responsive to customer signals.

RELATED: 5 Best CRM for Small Business in 2023

3. Salesforce Commerce Cloud: Boosting Online Sales

Salesforce Commerce Cloud takes the e-commerce experience to the next level by leveraging AI for smarter, more personalized customer journeys. It's not just a standard solution for online sales; it's a dynamic platform that constantly learns and adapts, making it indispensable for today's digital shopping experiences.

Use-Case: Seamless Integration for Real Time Inventory Checks

Commerce Cloud Einstein revolutionizes inventory management by offering real-time analytics and automated decision-making. This level of intelligence is deeply integrated into the platform, negating the need for a specialized data science team. Einstein's AI capabilities analyze customer behavior, product data, and order history on-the-fly, automatically optimizing the shopping experience for each visitor.

4. Tableau CRM: Making Data-Driven Decisions

Tableau CRM is an advanced business intelligence and analytics tool that succeeded Salesforce Einstein Analytics in the Salesforce platform. It is engineered to streamline data analysis and foster rapid, data-informed decisions across different facets of a business.

Use-Case: Identifying Customer Trends in Real-Time

Tableau CRM has the capability to sift through enormous volumes of customer data in real-time. This includes but is not limited to purchase histories, interactions, and behaviors across various touchpoints. By converting this raw data into actionable insights, businesses can not only understand current customer preferences but also predict future behaviors. This foresight enables companies to proactively adjust strategies, optimize marketing campaigns, and improve product offerings.

RELATED: 5 Best CRM for Real Estate in 2023

5. Salesforce Experience Cloud: Managing Business Interactions & Lightning Bolt

Salesforce Experience Cloud, previously known as Community Cloud, is an enterprise-grade platform that goes beyond merely centralizing customer, partner, and employee interactions. It also integrates seamlessly with other business systems, offering a high level of business process automation. The platform is personalized to individual user behaviors and needs, using machine learning algorithms to provide targeted recommendations. The integrated use of Salesforce Lightning Bolt provides a streamlined approach for businesses to quickly establish and manage mobile-responsive community platforms.

Use-Case: Streamlined Business Collaboration through Lightning Bolt

Salesforce Experience Cloud integrated with Lightning Bolt allows businesses to establish fully integrated, customized, and mobile-responsive community platforms for customers, partners, and employees. These platforms facilitate direct access to crucial information, apps, and experts, effectively serving as hubs for collaboration. Lightning Bolt allows for quick deployment of these communities, infused with data from any system to enable functionalities like customer support case escalation, lead qualification by partners, and secure file sharing among employees.

6. Salesforce App Cloud: Developing Customized Solutions for Business Needs

Salesforce App Cloud, which includes the Lightning Platform, is far more than a simple app development platform; it's an integrated environment that leverages artificial intelligence and real-time data to help companies build tailored solutions for specific needs. For example, educational institutions can benefit from custom-built applications that meet their unique challenges. The Lightning Platform's low-code features make it accessible for businesses of all sizes, allowing them to deploy solutions securely and efficiently.

Use-Case: Inventory Management for Small Retail Businesses

Salesforce App Cloud, utilizing the Lightning Platform, can streamline a small retail business's inventory process by enabling the development of custom applications designed to track, manage, and analyze inventory in real-time. These applications can integrate seamlessly with existing point-of-sale systems and even eCommerce platforms. Automated features within the app can alert business owners about low stock levels, seasonal demand fluctuations, or even predictive reordering points.

RELATED: AI Marketing for Ecommerce and Small Businesses

7. Salesforce Service Cloud: Robotizing Customer Service with Einstein Bots

Salesforce Service Cloud is an integrated customer service management solution that incorporates AI analytics and support channels like phone, messaging, and chat into a central agent workspace. Integrated within the Service Cloud, Einstein AI enables a smarter way of serving customers through predictions, recommendations, and chatbot functionalities.

Use-Case: Automated Customer Service

Salesforce Service Cloud employs Einstein Bots, AI chatbots, to automate the initial stages of customer engagement. These chatbots collect preliminary information from customers using natural language processing and are capable of basic actions like checking the status of a claim or modifying an order. This early-stage automation enables a seamless handoff to human agents, saving them time and allowing them to focus on more complex tasks. The Einstein Bots can also automatically classify incoming cases and route them to the appropriate service agents, thus optimizing the overall case-handling process.

Industry-Specific Salesforce Cloud Services

Beyond the core offerings, Salesforce expands its reach into specialized sectors like healthcare and IoT, ensuring it remains a distributed marketing platform that caters to various needs.

Salesforce Health Cloud: Specialized for healthcare institutions

Salesforce Health Cloud is specialized for healthcare institutions and aims to manage patient data and interactions effectively, ensuring that healthcare providers can offer amazing service to their patients.

Salesforce Manufacturing Cloud: Optimizing Manufacturing Processes

Salesforce’s Manufacturing Cloud is a dedicated solution designed for the manufacturing sector. This cloud service focuses on optimizing manufacturing processes, from supply chain management to production planning, offering an invaluable tool for businesses in this industry.

Salesforce NFT Management and Web3 Connect

Salesforce's Web3 additions are not only designed to find new audiences but also to deepen relationships in a manner that is both safe and sustainable. They revolutionize customer loyalty programs by seamlessly integrating Web3 data into Salesforce's trusted CRM platform. This allows for enriched customer profiles that respect consumer privacy.  

Businesses can easily create digital collections by deploying audited smart contracts onto a sustainable blockchain, all with just a few clicks. Furthermore, Salesforce’s Web3 innovations enable companies to manage engagement across both traditional web interfaces (Web2) and decentralized networks (Web3) through Salesforce Customer 360, offering a seamless customer experience.

RELATED: 12 Best AI Tools for Digital Marketing

Salesforce CRM: A One-Stop Solution for Businesses

To conclude: What is Salesforce and what does it do for businesses? Salesforce is an all-in-one cloud-based customer relationship management (CRM) platform that enables businesses to automate tasks, analyze data, manage customer relations, and adapt to market trends across various departments through Salesforce's cloud services.

Salesforce’s extensive cloud ecosystems, powered by cutting-edge AI and real-time analytics, make it a one-stop solution for evolving business challenges. From its innovative Marketing Cloud to specialized offerings like Health Cloud and Manufacturing Cloud, Salesforce proves itself to be a versatile and invaluable asset for businesses of all sizes. With Salesforce, you're not just investing in a CRM; you're opting for a modern technological approach to managing, scaling, and future-proofing your business.

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