Salesforce, the customer success platform and customer relationship management (CRM) company, introduced the next generation of its Customer Success Platform at Dreamforce last week.
With eight clouds that span sales, service, marketing, commerce, communities, analytics, the Internet of Things (IoT) and app development on a single trusted cloud platform, Salesforce is transforming the relationships companies have with their customers. "At Dreamforce, Salesforce is unveiling unprecedented innovation that is paving the path forward for our customer trailblazers,” said Alex Dayon, President and Chief Product Officer, Salesforce.
“By delivering new levels of intelligence, speed, mobility, productivity and connectivity across the Salesforce Customer Success Platform, we're empowering companies to get closer to their customers and achieve entirely new levels of success."
Salesforce announced new features for Quip, a productivity solution designed for teams. Quip combines documents, spreadsheets, task lists and team chat in one seamless experience known as a “living document.” Built with a mobile-first strategy, teams can collaborate around customers from anywhere using capabilities such as live editing, notifications, comments and chat. New features include:
· Sign-In with Salesforce allows Salesforce users to sign-up and log into Quip with their existing Salesforce credentials.
· Quip Lightning Component will enable teams to link, access and create Quip documents, spreadsheets and task lists directly from within Salesforce, allowing users to find and collaborate on living documents within the context of their businesses.
For example, a sales rep will be able to create a task list within an opportunity record to make sure the team is aligned on the final steps necessary to close the deal. In addition, because Lightning Components can be used within any custom app, admins and developers will be able to extend Quip’s productivity benefits directly into the heart of any app.
· Salesforce Rich Mentions will empower users to display Salesforce data and account records as rich mentions in Quip documents. Mentions automatically update as they are edited in Salesforce.
Salesforce1 brings together all the functionality of Salesforce—CRM data and business processes, Chatter, custom apps, partner apps and more—into a unified modern mobile experience for more than 1.5 million mobile monthly active users. New innovations in the Salesforce1 Mobile App include:
· My Salesforce1 will make it easy for Salesforce customers to brand their Salesforce1 apps, and list them independently in mobile app stores.
· Salesforce1 Forecasting will give a top-down view of businesses, making it easy to manage forecasts on-the-go.
Companies can leverage the Salesforce Platform - powering Salesforce’s own CRM apps, 3,000+ partner-built apps and more than 5.5 million apps built by customers - and the Lightning Design System to build apps quickly. Salesforce Lightning has benefited more than 100,000 customers to date, the company said. New in Salesforce Lightning are:
· Lightning Bolt, a new framework within the Salesforce Platform, which accelerates any company’s ability to turbocharge the creation of a new community, portal or customer-facing website that seamlessly integrates with Salesforce CRM in a fraction of the time and with far less investment than previously required.
More than 10 partners, including Cognizant, Deloitte and PwC, have already built new Lightning Bolt solutions for industry-specific communities, portals and more, including B2B e-commerce for manufacturing, PRM for high tech and franchise management for retail.
· Enhanced productivity features, including a new horizontal navigation bar and redesigned App Launcher; and adaptive, live search.
IoT Cloud empowers businesses to connect data from the IoT to records in Salesforce. Salesforce has introduced:
· IoT Profiles to bring together critical data sources in real-time, including streaming event data from connected devices and contextual data from Salesforce, such as service history or open opportunities.
For example, a robot on a factory floor will be able to send an alert indicating its arm is out of position. Combining this data with service level agreement information in Salesforce, the robot manufacturer can decide whether to dispatch an agent immediately or schedule maintenance at a later date.
· An IoT Traffic Monitor will provide a real-time dashboard that empowers businesses to visualise the state of connected devices in relation to the customer experience.
For example, a solar company will be able to visualise the various states of solar panels—from unregistered to installed to wattage generated—to validate that panels have been installed correctly or fix issues before a customer even knows there is a problem.
“We believe that all products should be connectable and that the information generated by every one of our products can be leveraged to serve our customers better," said Hervé Coureil, CIO at Schneider Electric. “With the convergence of IoT, big data, analytics and artificial intelligence, there’s a huge opportunity for us to close the loop between products, the information they’re generating and customer processes—and we see the Salesforce Customer Success Platform as a fundamental piece that will allow us to bring this all together. This data-driven customer experience fuels our vision for everyone on our planet to have access to safe, reliable, efficient and sustainable energy.”
Salesforce also highlighted the potential of Salesforce Einstein, which embeds artificial intelligence in the Salesforce Platform.
Interested?
Pricing for each feature in the next generation of the Customer Success Platform will be announced as it is made generally available.
· Quip Sign In with Salesforce is available at no extra cost to users. The Quip Lightning Component and Integration will be available in the first half of 2017.
· New Einstein features are being developed for every Salesforce Cloud. Many new Salesforce Einstein features will be available at an additional charge. Others will be included as part of existing licenses and editions.
· My Salesforce1 is currently in pilot with select customers and expected to be generally available in the second half of 2017 at an additional charge.
· Salesforce1 Forecasting will be generally available for iOS in the October 2016 release for all Professional Edition and above customers. Support for Android will be added in mid-2017.
· The Lightning Bolt framework will be generally available in October 2016 as part of the Community Cloud license.
· New navigation menu, search innovations and app launcher will be generally available in October 2016 in Salesforce Lightning editions at no additional cost.
· IoT Profiles and IoT Traffic Monitor are expected to be generally available in 2017.
With eight clouds that span sales, service, marketing, commerce, communities, analytics, the Internet of Things (IoT) and app development on a single trusted cloud platform, Salesforce is transforming the relationships companies have with their customers. "At Dreamforce, Salesforce is unveiling unprecedented innovation that is paving the path forward for our customer trailblazers,” said Alex Dayon, President and Chief Product Officer, Salesforce.
“By delivering new levels of intelligence, speed, mobility, productivity and connectivity across the Salesforce Customer Success Platform, we're empowering companies to get closer to their customers and achieve entirely new levels of success."
Salesforce announced new features for Quip, a productivity solution designed for teams. Quip combines documents, spreadsheets, task lists and team chat in one seamless experience known as a “living document.” Built with a mobile-first strategy, teams can collaborate around customers from anywhere using capabilities such as live editing, notifications, comments and chat. New features include:
· Sign-In with Salesforce allows Salesforce users to sign-up and log into Quip with their existing Salesforce credentials.
· Quip Lightning Component will enable teams to link, access and create Quip documents, spreadsheets and task lists directly from within Salesforce, allowing users to find and collaborate on living documents within the context of their businesses.
For example, a sales rep will be able to create a task list within an opportunity record to make sure the team is aligned on the final steps necessary to close the deal. In addition, because Lightning Components can be used within any custom app, admins and developers will be able to extend Quip’s productivity benefits directly into the heart of any app.
· Salesforce Rich Mentions will empower users to display Salesforce data and account records as rich mentions in Quip documents. Mentions automatically update as they are edited in Salesforce.
Salesforce1 brings together all the functionality of Salesforce—CRM data and business processes, Chatter, custom apps, partner apps and more—into a unified modern mobile experience for more than 1.5 million mobile monthly active users. New innovations in the Salesforce1 Mobile App include:
· My Salesforce1 will make it easy for Salesforce customers to brand their Salesforce1 apps, and list them independently in mobile app stores.
· Salesforce1 Forecasting will give a top-down view of businesses, making it easy to manage forecasts on-the-go.
Companies can leverage the Salesforce Platform - powering Salesforce’s own CRM apps, 3,000+ partner-built apps and more than 5.5 million apps built by customers - and the Lightning Design System to build apps quickly. Salesforce Lightning has benefited more than 100,000 customers to date, the company said. New in Salesforce Lightning are:
· Lightning Bolt, a new framework within the Salesforce Platform, which accelerates any company’s ability to turbocharge the creation of a new community, portal or customer-facing website that seamlessly integrates with Salesforce CRM in a fraction of the time and with far less investment than previously required.
More than 10 partners, including Cognizant, Deloitte and PwC, have already built new Lightning Bolt solutions for industry-specific communities, portals and more, including B2B e-commerce for manufacturing, PRM for high tech and franchise management for retail.
· Enhanced productivity features, including a new horizontal navigation bar and redesigned App Launcher; and adaptive, live search.
IoT Cloud empowers businesses to connect data from the IoT to records in Salesforce. Salesforce has introduced:
· IoT Profiles to bring together critical data sources in real-time, including streaming event data from connected devices and contextual data from Salesforce, such as service history or open opportunities.
For example, a robot on a factory floor will be able to send an alert indicating its arm is out of position. Combining this data with service level agreement information in Salesforce, the robot manufacturer can decide whether to dispatch an agent immediately or schedule maintenance at a later date.
· An IoT Traffic Monitor will provide a real-time dashboard that empowers businesses to visualise the state of connected devices in relation to the customer experience.
For example, a solar company will be able to visualise the various states of solar panels—from unregistered to installed to wattage generated—to validate that panels have been installed correctly or fix issues before a customer even knows there is a problem.
“We believe that all products should be connectable and that the information generated by every one of our products can be leveraged to serve our customers better," said Hervé Coureil, CIO at Schneider Electric. “With the convergence of IoT, big data, analytics and artificial intelligence, there’s a huge opportunity for us to close the loop between products, the information they’re generating and customer processes—and we see the Salesforce Customer Success Platform as a fundamental piece that will allow us to bring this all together. This data-driven customer experience fuels our vision for everyone on our planet to have access to safe, reliable, efficient and sustainable energy.”
Salesforce also highlighted the potential of Salesforce Einstein, which embeds artificial intelligence in the Salesforce Platform.
Interested?
Pricing for each feature in the next generation of the Customer Success Platform will be announced as it is made generally available.
· Quip Sign In with Salesforce is available at no extra cost to users. The Quip Lightning Component and Integration will be available in the first half of 2017.
· New Einstein features are being developed for every Salesforce Cloud. Many new Salesforce Einstein features will be available at an additional charge. Others will be included as part of existing licenses and editions.
· My Salesforce1 is currently in pilot with select customers and expected to be generally available in the second half of 2017 at an additional charge.
· Salesforce1 Forecasting will be generally available for iOS in the October 2016 release for all Professional Edition and above customers. Support for Android will be added in mid-2017.
· The Lightning Bolt framework will be generally available in October 2016 as part of the Community Cloud license.
· New navigation menu, search innovations and app launcher will be generally available in October 2016 in Salesforce Lightning editions at no additional cost.
· IoT Profiles and IoT Traffic Monitor are expected to be generally available in 2017.
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