See Salesforce in Action
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Salesforce is helping companies create personalized experiences.
- Explain how connecting different departments around the customer can drive exceptional experiences and employee productivity.
Explore Two Customer Stories
You just learned how Salesforce brings together AI-powered CRM apps—for sales, service, marketing, commerce, and more—with data from any source. And this allows you to assist every employee with AI that’s accurate—while keeping your data private and secure.
Now, let’s see how two companies use Salesforce to grow relationships, productivity, and their bottom lines.
BACA Systems Doubles Productivity with Salesforce
BACA Systems offers innovative fabrication solutions to enhance efficiency and profitability for stone fabricators through state-of-the-art robotic and CNC-based machinery for the worldwide stone industry. After BACA Systems moved its resource planning system to Salesforce, it gave its sales team an extra edge in efficiency with generative AI.
BACA Systems manages its entire sales cycle, including opportunities, in Sales Cloud. In addition to giving reps easy access to their sales pipeline, Sales Cloud also includes powerful AI tools to help them boost their productivity. If a rep is unsure how to progress an opportunity, Einstein recommends the next best step.
To make this possible, first BACA Systems will unlock and consolidate all of its data using Data Cloud. Then it will connect its data to Sales Cloud, which is used for monitoring and tracking sales rep performance.
Agentforce will then use this data to give reps AI-driven recommendations in a trusted, secure environment. This will provide truly personalized guidance and allow the company to pull in data from cases and email conversations to ground custom prompts in Prompt Builder. For instance, a rep can ask Agentforce to “help me draft an email to Polly Prospect at the ABC Company.” Agentforce will then reference all of the emails that have been sent to the prospect, service case notes, opportunity data, and other relevant data in Data Cloud to craft a personalized email, grounded in the context of that account.
Agentforce also takes on manual tasks like writing call summaries so that reps can focus on deeper engagement with prospects and customers. Sales reps review these summaries and use them to inform their conversations when they reach out to prospects. If a prospect mentions interest in attending an open house, Agentforce can write a custom subject line in the email invitation for the rep to send.
The result? The sales team spends less time creating emails, and emails with AI-generated subject lines have higher open rates too. With these AI-powered enhancements, the company has doubled sales productivity.
Inter Personalizes Every Banking Experience with Data and AI
Banco Inter is Brazil’s first 100% digital bank. A digital pioneer in the country’s financial landscape, Inter offers free checking, personal, corporate, and microenterprise accounts; loans and credit cards; and investment and insurance services.
In three years of high growth, Inter’s customer data started to spread across six different sources and 103 streams. Each customer might own multiple products, leading to duplicate records and irrelevant messages. Inter needed to connect with customers on a more personal level by uniting marketing, sales, web, and mobile app data in a single view.
As a pioneer in digital banking, Inter also wanted to lead the way in AI while managing risk and data privacy. By combining a single source of truth with AI, Inter could view each customer’s current products and predict what they’d need next.
Salesforce helps Inter unify customer profiles across data sources and engage them at every touchpoint. Data Cloud then segments the data into audiences to deliver the most timely communications with the right product offers. On average, this efficiency has helped Inter eliminate 1.5 hours of meetings per day.
Inter also uses Tableau to instantly analyze customer profiles and their preferences right in the flow of work. With Tableau and Data Cloud together, Inter can track the web pages that customers visit and how often to recommend relevant products. This generates engagement scores for each customer, helping Inter create more than 3,500 new audience segments. By making each experience more personal, Inter increased conversion rates 35x and overall ROI 20x.
At first, Inter was concerned about the security risk of employees using outside generative AI apps. But with Slack, the company built its own InterGPT app in just days. Now, over 1,000 Inter developers can write and review product code in any development language.
Service employees also use the app to search the company’s knowledge base, generate answers to customer questions, and translate responses. This has saved each employee on average 30 minutes per month and led to $13,000 in monthly savings in productivity.
After reading how these customers are building personalized customer experiences, you can see how different departments must work together to create seamless, connected experiences across the entire customer lifecycle. And that’s possible with Salesforce, which helps companies improve customer relationships with a 360-degree view of your customers in every app, together with trusted AI and data. Your employees across sales, service, marketing, commerce, and more can meet your customers where they are in their journey—and update and collaborate on their CRM deals and records right within Slack to be more productive.