With technology and digitization taking the entire world by storm, the business landscape has become extremely competitive. The market is becoming saturated with hundreds of players pouring in. Apart from the growing competition, customer needs are also continually evolving, pushing businesses to incorporate approaches for better demand is planning. If any organization looks to sustain themselves, they must leverage technology solutions, and having a CRM (customer relationship management) system has become a necessity.
Speaking of some of the best cloud-based CRM systems, Salesforce has positioned itself as one of the most preferred choices of customers who want efficient management of customer relationships. Any company offering Salesforce consulting will ensure top-notch operational efficiency as they streamline all your business processes.
Organisations have been making use of Salesforce to resolve their unique business issues. The CRM offers a rich profusion of features, functionalities, and cloud solutions. That being said, sales people find it quite difficult to choose which Salesforce product to choose. Mostly, people get stuck when it comes to choosing Sales Cloud and Service Cloud since both the products similar objects like opportunities, leads, cases, and several other things.
A fundamental difference lies in their functionality. Before you choose a certain product for your business, make sure you learn about the features they offer to be sure that they will suit your specific business needs.
Let’s shed light on some of the features offered by each one of them.
Sales Cloud is created to automate, analyse, and manage the sales aspect of any organisation, as it enhances the efficiency of the sales team. This Salesforce product benefits the salespeople as well as the sales managers by helping them achieve goals in the most efficient manner. Sales Cloud functionality is best for automating customer communication along with other activities. This includes call logging, sending emails, record keeping, and more. Salespeople have ample time to deal with and convert the maximum amount of leads. On the other hand, sales managers can evaluate the performance of their subordinates while working on a strategy that is compatible with the processes of sales and marketing teams.
The customer service cloud product of Salesforce has a strong influence on customer retention rates. The tool has proven to be of great use since retaining an existing customer has always been more valuable and cheap than gaining a new one. The platform allows businesses to integrate with several communication channels that are available in the service cloud UI. This assists sales representatives to serve their customers better. Furthermore, the knowledge base helps service agents to improve their response time and also train agents. Consequently, service agents are able to provide instant resolution to customer problems because the cloud platform brings service process automation.
Service cloud and sales cloud both have a lot of similarities. However, the products cannot be interchanged. Sales cloud offers features that provide assistance in converting leads. It is ideal for sales-centric organisations. Conversely, Service Cloud is best for customer service-centric firms since it offers features for customer service management and helps improve agent productivity. If your organisation has both sales and service needs, you can opt for the sales and service package.
Looking for the best CRM consultant to help your organisation thrive in the competitive market? Get in touch with Seamless Ideas today.