INSUBCONTINENT EXCLUSIVE:
How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that
those answers didn''t make their way to the CSR who ultimately took your call.
This usually is because System A can''t talk to System B and
it frustrating for the caller, who is already angry about having to repeat the same information again
Salesforce wants to help bring an end to that problem with their new Customer 360 product announced today at Dreamforce, the company
customer conference taking place this week in San Francisco.
What interesting about Customer 360 from a product development perspective is
that Salesforce took the technology from the $6.5 billion Mulesoft acquisition, and didn''t just turn that into a product, it also used the
same technology internally to pull the various pieces together into a more unified view of the Salesforce product family
This should in theory allow the customer service representative talking to you on the phone to get the total picture of your interactions
with the company, thereby reducing that need to repeat yourself because the information wasn''t passed on.
Screenshot: Salesforce
The idea
here is to bring all of the different products — sales, service, community, commerce and marketing — into a single unified view of the
And they allow you to do this with actually writing any code, according to the company.
Adding a data source to Customer 360 Gif:
Salesforce
This allows anyone who interacts with the customer to see the whole picture, a process that has eluded many companies and upset
The customer record in Salesforce CRM is only part of the story, as is the marketing pitches and the ecommerce records
It all comes together to tell a story about that customer, but if the data is often trapped in silos, nobody can see that
That what Customer 360 is supposed to solve.
While Bret Taylor, Salesforce president and chief product officer says there were ways to make
this happen before in Salesforce, they have never offered a product that does so in such a direct way
He says that the big brands like Apple, Amazon and Google have changed expectations in terms of how we presume to be treated when we connect
Customer 360 is focused on helping companies achieve that expectation level.
Now, when people don''t get that experience, where the company
that you&re interacting with doesn''t know who you are, it gone from a pleasant experience to an expectation, and that what we hear time and
time again from our customers
And that why we&re so focused on integration, that single view of the customer is the ultimate value proposition of these experiences,&
Taylor explained.
This product is aimed at the Salesforce admins who have been responsible in the past for configuring and customizing
Salesforce products for the unique needs of each department or overall organization
They can configure the Customer 360 to pull data from Salesforce and other products too.
Customer 360 is being piloted in North America
right now and should GA some time next year.
