How Salesforce Support Services Can Help Your Business Growth

Salesforce has become a preferred CRM choice of business organisations all over the world when it comes to delivering effective and enhanced customer service. In this Era when time is of essence one can make most of the marketing tools like email, social media, chat etc by connecting them to Salesforce CRM. This has enabled both the sales and marketing personnel’s to have a unified view of leads or prospects to effectively engage and turn prospects into customers.

While Salesforce has established itself as a reliable and efficient CRM platform delivering unmatched results but customers may also need support services from time to time. Salesforce Support Service provide you with seamless customer support solution to handle incredible amount of data of your business and access it faster.

Salesforce support services can help business to grow in following ways.

1. Identifying Opportunities - Salesforce support services will help you to track data in order to discover new opportunities and identify problems at an early stage. One can also track the high-frequency enquiry that takes a lot of time of agents so that a mechanism can be developed to proactively handle and escalate them at the right time for early resolution.

2. Measuring Customer Satisfaction - Salesforce support services enable businesses to keep their finger on the pulse of customer and measure customer satisfaction (CSAT). Its customer support tool help one to track how customers rate their interaction with your team and even measure and improve the health of individual customer relationships by identifying specific needs of customers.

3. Asses Support Team Activity- Salesforce service support provides you with support tools to continuously measure and improve the productivity of your customer support team. One can track the average response time of support team and even measure the number of replies per ticket. It also helps you to adjust the seasonal fluctuations in queries and can help you relocate your staff as per their activity pattern or increase your staff whenever there is spike in enquiry to offer seamless service experience to customers.

4. Building Strong Customer Relationship - The tools provided in Salesforce help businesses to foster their customer relationship by exploring customers challenges and preferences. It also helps businesses to engage with customers with relevant content and even recommend them the appropriate products or services as suitable to their business interests.

How Salesforce Professionals can help your Business Grow

When it comes to Customer Relationship Management (CRM) salesforce provides top CRM product which can help businesses increase conversion rate, sales revenue and customer satisfaction significantly. With increase in usage of Salesforce platform the demand for skilled Salesforce Professionals has increased manifold. The demand for Salesforce Professionals spans across various industries and geographies for roles like salesforce developer, salesforce administrators, salesforce business analyst etc. Businesses today are hiring Salesforce Professionals as per the specific needs of their organisation through exercising options like, in house hiring or outsourcing some of the salesforce roles externally.

When we talk about Salesforce Professionals there are varieties of task to be performed like salesforce development, customisation, Designing, administration or project management. Hiring Salesforce Professionals can boost your business performance as through using the CRM capabilities of salesforce cloud, businesses can leverage various business functions and increase their functional capabilities. More than 200,000 organisations are today using Salesforce platform to operate their businesses effectively and therefore Salesforce Professionals are in high demand.

Some of the key roles performed by Salesforce Professionals are mentioned as below.

1. Salesforce Developer - Salesforce developer has the responsibility to create the basic functionality, mainly application logic including writing of the apex court. He creates Visualforce pages as per the customer requirements and also integrates salesforce API with the existing systems of data. Salesforce developer is a person who can develop cloud based applications platformand has in-depth understanding of salesforce and its limitations. A good Salesforce developer must have knowledge of various programming languages and Java.

2. Salesforce Administrator – An administrator is a Salesforce professional with in-depth understanding of Salesforce customisation and takes care of day to day work like user maintenance, generating reports, dashboards etc. He works with key stakeholders of the company and figure out the loopholes in the existing business processes and provides appropriate business solutions. A person in the role of Salesforce administrator should be a good listener as he would be facing customers to resolve problems and issues on daily basis.

3. Salesforce Architect - Salesforce architects are in extremely high demand and the number of certified architects is in few hundred only. Salesforce technical architect should have complete expertise on the Salesforce platform and various web development languages. He need to have complete grasp over various business processes governing the organisation, as he would be responsible for any major changes made in the entire Salesforce platform including major customisation.

4. Salesforce Consultant – A Salesforce Consultant is a valuable resource for any organisation as he helps in increasing revenue generation and brings in value to the clients. He should be competent on the Salesforce platform so that he can analyse the problems and develop appropriate solutions while also assessing their impact on business. A good Salesforce consultant should know every minute feature of salesforce platform and should understand its functionalities as to how the data flows in and out of the CRM. He should be able to use and leverage different salesforce tools to solve specific business problems. 

Getting Started with FSM software

Any organization that offers field service such as moving goods or personnel needs to optimize field operations. Traditionally field service management was executed through on premise spreadsheets with A lot of manual work like data-entry, roster drafts, schedules, etc. Now progressive organizations have switched to digital and automated management of field service operations. 

 

A Field Service software is a digital solution for optimizing field operations such as:

• Appointment Scheduling
• Right Skilled Personnel Assignment 
• Inventory Management Warehouse/van
• Fleet Tracking
• Route Optimization
• Warranty/Service Contract Tracking
• Service Follow-up
• Feedback Portal
• Escalation Management
• Expense Claims

For the unversed, an FSM software can be implemented for smaller teams with size as small as 10. Even if your field service team is using a messaging app to communicate with each other and share routes or invoices, they have built a rudimentary digital solution for streamlining field service.

Adopting an FSM software is not always a costly affair as implementation cost is based on the number of users. Hence, organizations shy of FSM solution because of budget constraints should discuss the possibility with Field Service Software vendors.

While some of the FSM software are commercial off the shelf (COTS), rest can be customized as per the needs of industry and business logic. An advanced FSM software should also communicate with ERP, CRM or accounting software for a 360-degree view of the customer.

New-age Field Service Management software like Optima Pro, are cloud based, offer CRM tools for nurturing customers at various touchpoints along with analytics and dashboard reports for identifying opportunities and taking data-driven decisions.

The most obvious advantage of implementing FSM software is the automation of redundant tasks like assigning, scheduling, route planning, and feedback collection. In several apps, offline access to data is also available so that the services are unaffected in the case of low network areas and low battery.

An OS-agnostic software can be implemented for web, Windows, iOS, Android, etc. with real-time data access made available for the designated users. Access through mobile devices ensures that updated information is available for all concerned stakeholders

More about FSM software– applicability to a particular business case, customization, and pricing; contact here.