However, Salesforce is much more than a CRM platform.
Due to its sheer size and complexity, pinpointing what Salesforce is and what Salesforce does might leave you scratching your head.
Let’s look at what Salesforce is and what does Salesforce do.
What is Salesforce?
Salesforce is a SaaS company that provides various cloud-based products, including Sales Cloud, Marketing Cloud, Commerce Cloud, and more, each dedicated to fulfilling a business’s specific needs.
For example, Salesforce’s CRM software, Sales Cloud, aims to help businesses in their CRM activities by optimizing sales processes, forecasting sales, identifying and managing opportunities, and more.
On the other hand, businesses looking to manage their marketing campaigns can turn to Salesforce’s Marketing Cloud. It provides all the tools necessary to create and manage social media, email, and marketing campaigns, gather customer data, etc.
Moreover, Salesforce provides companies with pre-built applications available in its AppExchange. This allows businesses to add more functionality to the platform and craft a solution that specifically caters to their needs.
For instance, the Recruiting App allows companies to monitor job postings on employment websites, track the number of applicants for each open position, and analyze candidate demographics.
What does Salesforce do?
Salesforce is not just a CRM platform. It provides a plethora of other solutions that aim to fulfill specific needs. To understand what Salesforce does, we’ll go through its product offerings below.
Sales Cloud is Salesforce’s dedicated CRM solution. It allows businesses to visualize their sales pipelines, identify and measure sales opportunities, improve lead nurturing, etc.
Sales Cloud is the top-of-the-line CRM because of its scalability, intuitive UI, and broad set of comprehensive features.
In contrast to other CRM platforms, Sales Cloud allows you to add more functionalities as your business grows gradually.
Consequently, Sales Cloud brings exceptional value for money for any business, regardless of its size.
Sales Cloud is widely known for its automation capabilities in terms of features. Coupled with task tracking, this platform automatically generates tasks based on specific criteria.
For instance, whenever you create a new lead, the platform will generate a series of tasks to send emails or call the lead in question.
Other key features include sales forecasting, opportunity management, collaboration, and customer engagement tools.
Salesforce Marketing Cloud helps companies manage their email marketing campaigns, ad campaigns, and social media presence, capture customer data from multiple marketing channels and track the customer journey.
Moreover, you can integrate this platform with the Sales Cloud and Salesforce’s other products to unify your data.
Marketing Cloud’s toolset is split into multiple categories, each designed for specific areas of a company’s digital marketing strategy.
The Marketing Cloud includes:
- Social Studio – for customized social media campaigns
- Email Studio – for customized email campaigns
- Mobile Studio – for interactions through push notifications, SMS, and MMS
- Advertisement Studio – for managing ad campaigns across various platforms
- Customer Data Platform – for unifying data and segmenting the audience
- Journey Builder – for visualizing customer journeys and predicting behavior
- Account Engagement – for lead tracking and automating the sales cycle
- Intelligence – for analyzing marketing data
- Loyalty Management – for creating personalized loyalty programs
Service Cloud is Salesforce’s help desk solution. This platform is designed to strengthen communication between business and their customers by streamlining the customer support and service processes.
It includes features like live chat, queue management, and ticket assignment to help you address the customers’ issues quickly and efficiently.
Moreover, Service Cloud provides omnichannel routing, automatically directing cases and leading to suitable agents based on specific criteria, like availability and skillset.
On the employee side of things, there’s also an agent workspace and case management. The agent workspace is a customizable UI that grants service agents access to analytics, customer views, and productivity tools.
Meanwhile, case management helps employees address various cases across multiple channels simultaneously.
Commerce Cloud is designed to handle all the needs of eCommerce stores, including marketing, sales, payments, customer service, inventory management, order fulfillment, and more.
Furthermore, its AI capabilities will automatically send customers product recommendations based on their purchase behavior. The AI uses Machine Learning technology to predict what your customers may look for next.
Other features include multi-site management and localization, A/B testing, mobile optimization, etc.
Formerly known as Community Cloud, Experience Cloud allows companies to build inter-connected digital experiences and expand their online reach. With Experience Cloud, you can quickly create apps, landing pages, partners, customer and employee portals, and storefronts.
Given that all these digital experiences are managed from one place, Experience Cloud helps you streamline and manage collaboration between employees, departments, and partners, engage with customers, and collect valuable data simultaneously.
Aside from the main products we mentioned, Salesforce also offers pre-built solutions that aim to solve the needs of specific industries. More precisely, you can find products custom-made for the education, manufacturing, financial services, media, healthcare industries, etc.
For instance, the Finacial Services Cloud allows wealth management and banking businesses to manage customer relationships and monitor customer financial records, claims, and policies.
What is Salesforce exactly?
Think of it as the Amazon of SaaS providers. It’s a CRM platform, digital marketing solution, customer service, support software, and the list goes on. Not to mention that it also provides custom-built platforms specifically built to fit the needs of specific industries.
In other words, Salesforce is a versatile and robust platform that gives you the option to manage and streamline all of your business processes from one place.