Top 5 Salesforce Trends that Will Shape 2020

Salesforce has become a business-critical application in an age of digital transformation, where once 24/7 management for Salesforce was uncommon, it’s now becoming a new expectation–impacting the broader ecosystem, as well as the teams, partners, and companies that surround it.

Why does Salesforce continue to astound reviewers across the board? What is it exactly about?

Ease of use, Customized CRM, Automation, or Analytics? All the answers are resounding yes, but there’s something more than that.

No doubt, Salesforce is an important part of business success and strategies with over 150,000 customers and their success stories and positive reviews. But the other side of this success can be explained as- Salesforce = Industry + Innovation.

Here are the top 5 Salesforce trends, which are revolutionizing businesses today to support the above equation.

Enabling AI with Salesforce Einstein – Vision, Prediction & Voice

Do you know, how quickly AI-powered apps can be built for employees, partners, and customers on an incredible artificial intelligence platform? From machine learning and natural language processing to computer vision and automatic speech recognition – with Salesforce Einstein brings you the power to think, see, and act to success.

Three methodologies, which are nailing the entire innovation are:

1. Einstein is a key catalyst for Salesforce:

o Einstein Prediction Builder and next best action

What if someone could predict the future? Yes, Salesforce Einstein leverages past data through machine learning to predict future activities with minimal programming. It helps predict business outcomes, create custom AI models on any Salesforce field or object with just clicks and not to code. With a guided approach, it works with yes/no types of questions and predicts numerical data. It provides a scorecard of the expected accuracy of the prediction and provides key insights from the results.

o Einstein Vision

See from the far! This methodology is beneficial to keep track of the entire conversation about your brand on social media and more. Image recognition in your apps by training deep learning models is another plus. This is to recognize your brand, products, and more. We can apply in our application workflows like visual product search, identifying the product, and automated planogram analysis. Einstein Image Classification leverages pre-trained and customizable models to recognize and classify images specific to your business, at scale. While Einstein Object Detection leverages customizable models to recognize and count distinct objects within images, providing granular details like size, count, and location of each object.

o Einstein Voice

Talk to an AI assistant is just like experiencing a real conversation. Talk to Einstein Voice Assistant to get daily briefings, make updates, and drive dashboards. It also helps create and launch your own custom, branded Voice Assistants with Einstein Voice Bots. With Service Cloud Voice, Voice assistant,

and Voice skills, it will serve the customer in a whole new way. Needless to say, Einstein Voice is a game-changer with the power of the voice and the intelligence of Einstein.

2. Accelerating transformation with Salesforce – A digital reinvention

Today’s business world is undergoing the process of transition. With newer technologies evolving, industries across the globe are determining new processes as older ones may no longer be enough. Customer expectations are constantly evolving. They are more connected, informed, and unprecedentedly technologically savvy that they expect the organizations to be likewise up to date. Digital transformation starts with customers.

Digital transformation is as much a cultural shift as a technological shift. Leveraging the industry-leading Salesforce solutions and its innovative applications is one of the best ways to achieve quality, efficiency, and scalability faster. Salesforce helps you make it easier for businesses to sell more and grow with the help of CRM solutions. It helps you focus on individual relationships with customers, service users, colleagues, or suppliers. It even helps in finding new customers, winning their business, and providing support and additional services, and much more.

3. Designing Seamless Customer Experiences – Customer 360 Journey

This is a customer-driven era where customers expect connected experiences across channels and departments, and no matter what, you want to fulfill that. Being a #1 CRM, Salesforce enables your organization to meet these expectations by building online customer communities for clients to share their ideas and resolve a problem. These communities allow agents as well to connect more easily with customers through a variety of channels and resolve even the most critical problems of customers in just a few clicks. Design experiences across channels to help your business drive customer delight and deliver the seamless experiences they expect.

4. Unifying the Customer Experience – MuleSoft Capabilities with Salesforce

As we discussed, customers expect connected experiences. They want to avoid experiencing the layers where your systems and departments meet. MuleSoft’s Anypoint Platform and Salesforce Integration Cloud help connect every experience by making it easy to connect any application, data, and device with APIs — Application Programming Interfaces.

APIs take requests and tell a system about the user’s needs and requirements, conveys system response to that user as well. This process helps optimize a reusable process and enables organizations to accelerate IT delivery, increase organizational agility, and deliver innovation scalability.

MuleSoft works as a Salesforce Connector. It can connect any system, application, data, and device to unleash the power of the Customer 360. The integrated capabilities of MuleSoft and Salesforce enable companies to unlock data across systems, develop scalable integration framework, and ultimately create differentiated, connected experiences at a rapid pace.

5. Data Virtualization: Multi-Org Strategies with Salesforce and Heroku

Multi-Org Strategy enables a customer to own multiple Salesforce Org. Data and applications are split in different Orgs based on various factors like business units or product lines. Salesforce Multi-Org. The strategy helps you with data separation, reduces the risk of exceeding Org limits, improves time to market, gives freedom to innovate, simplifies Org-wide setting management, reduces the risk of teams to be impacted by shared updates, reduces complexity within a single Org and more.

Here comes Heroku Connect to make a difference. 

It helps Salesforce to share data with your Salesforce deployment by building Heroku apps. Heroku Connect unifies the data in your Postgres database, which includes the contact list, account details, etc in the Salesforce database. Easily configured with a point and click UI, it’s simple to get the service up and running in no time without any coding or complex configuration.

From developing integrated applications with Lightning Platform and Heroku, achieving a single customer view in Sales and Service Cloud by integrating siloed third-party systems, or connecting the

Salesforce 360, invoice, and product information — across various integration patterns, Salesforce products, and third-party systems the integration possibilities are endless.

An experienced Salesforce partner like Tavant can help you improve flexibility, scalability, reliability, and accelerate digital integration and transformation.

The Road Ahead:

The customer journey is growing in complexity. Companies that centralize their customer experience strategy—whether it’s by an executive, one department, or a cross-departmental committee—are nearly 2x more likely to say they provide a cohesive customer experience.

To learn how to accelerate digital transformation, achieve maximum ROI, and unified customer experience, mail us at [email protected].

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