New Salesforce Customer 360 Innovations Help Businesses Go Digital Faster and Drive Efficient Growth with Automation and Intelligence

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Salesforce, the global leader in CRM, today introduced new Customer 360 innovations that provide companies with powerful automation and intelligence technologies to drive efficient growth and deliver personalized customer experiences at scale, helping customers do more with less.

With challenging market conditions like inflation, supply chain disruption and labor shortages, it’s vital that companies invest in technology that improves operational efficiencies and keeps employees productive, while still delivering the great experiences today’s customers have come to expect.

Automating manual tasks helps businesses provide better customer and employee experiences. In fact, 91% of organizations say they need automation technology, but only 23% have actually implemented it across business functions. And, as customer expectations continue to rise, the need for more automated, intelligent processes has increased. Eighty-six percent of consumers say their experience with a brand matters as much as products, while 57% prefer to engage on digital channels.

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Companies of all types can benefit from intelligence and automation technology. With these innovations, sales teams can use bots to answer customer questions and close deals faster. Benefits caseworkers can better serve constituents by automating the delivery of public services like healthcare and housing, previously a tedious and manual process. Marketers can automate how they engage with customers across channels, enabling them to respond immediately to actions with relevant content. Customers calling into a contact center can get their requests solved instantly with AI powered bots, or routed to the appropriate channel based on their activity on the company’s website. And retailers can quickly deliver new digital promotions to shoppers and find the fastest way to get their product into the hands of customers.

“In times of uncertainty, it’s critical for companies to focus on greater intelligence and efficiency while staying flexible and resilient to external pressures and changes in customer expectations,” said David Schmaier, President and Chief Product Officer, Salesforce. “With Salesforce Customer 360, businesses can automate to save time and money so they can spend their valuable resources on what matters: driving intelligent and personalized customer and employee experiences.”

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