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By Eytan Abrahams

Salesforce has a powerful suite of platforms, offering a wide range of cloud-based solutions across industries which if implemented correctly, can provide a seamless customer experience and deliver various benefits for organizations including cost savings, customer loyalty, enhanced insights, analytics, and more.

Most companies aren’t fully leveraging the potential of the platforms because they’re using each cloud separately instead of integrating them in a cross-cloud manner. Additionally, many organizations lack the technological and strategic holistic vision needed to see this through.

Here are some specific use cases for integrating Salesforce platforms including Service Cloud, Marketing Cloud, Commerce Cloud, Data Cloud and more, as well as the impact they can have on your business and customer experience. When undertaking this level of change, good planning is critical for success. These use cases can help facilitate some thoughtful discussions and help organizations understand the value Salesforce platforms can bring to customer experience.

Abandon cart

Shoppers abandon online shopping carts at an average of 70%. A small lift in the conversation rate could provide a large financial boost to a company’s bottom line.

Provide a more personalized experience by sending them on a tailored abandon cart journey in Marketing Cloud Engagement, re-targeting them on your website and in your app with the products they abandoned using Marketing Cloud Personalization. Leverage those details in their interactions with customer service folks using Service Cloud and Chatbots, and finally, surface those details in reporting and insights, bringing the data together using Data Cloud and Tableau.

Sales & service

Customers provide so much implicit and explicit information about themselves; they expect organizations to really understand them and have a seamless experience, regardless of the channel they engage with.

Integrate Commerce Cloud with Sales Cloud and Service Cloud to give your customer service agents the ability to order on behalf of customers, surface cross-sell/up-sell opportunities, and establish the next best action for those customers. Marketing Cloud Personalization gives them the ability to provide personalized and engaging experience for customers, ensuring that they’ll be happier and feel more connected to the brand.

Loyalty

Consumers have so many options at the click of a button. With so much competition across price points and quality, it’s key to tap into customer loyalty to keep them faithful and coming back to your brand.

Provide customers with a seamless loyalty experience across Commerce Cloud and in-store purchases, allowing for points, vouchers, and offers to use across mediums. Deliver personalized experiences that are consistent, whether the customer is on your website, receiving a personalized email via Marketing Cloud, or interacting with a POS system feeding data into MuleSoft for sharing across platforms (including Loyalty Management).

Patient engagement

Healthcare providers deal with up to 30% of their patients not showing up for appointments, costing billions of dollars a year in lost revenue and productivity. Improving patient engagement and experiences not only leads to happier patients, but also better healthcare outcomes.

Displaying the most relevant data in Contact Centers — and providing customers with a personalized and seamless experience — can be achieved by connecting Health Cloud and electronic health records using MuleSoft. With customers receiving personalized information that meets their needs, across the right channels, engagement with their healthcare provider will naturally increase.

The power of partnership

Slalom’s deep Salesforce experience across industries — ranking as the No. 3 Salesforce Partner Globally with over 4,200 Salesforce consultants — can help you realize your vision of having a seamless customer experience. We partner with the world’s leading technology providers, including AWS, Google, Microsoft, Snowflake, and more to drive exponential impact for our joint customers. Additionally, our strong data and analytics experience helps round out our fiercely human approach to a holistic cross-cloud implementation.