Salesforce Winter ’16 release is now here, a new re-imagined experience, as they put it. Now you can create 1 to 1 customer experiences, sell smarter, and go faster than ever before… Get ready for a new kind of customer success.
1) Winter ’16 is Coming
Salesforce Winter ‘16 release is out and it comes with more than 150 new features that will help you achieve greater customer service.
Salesforce completely redesigned the user interface with 5o new screens.
The most popular features are:
- The Lightning Experience: a whole new user interface for Salesforce.
- Sales Wave Analytics App: The first end-to-end analytics app that brings the power of analytics to Sales Cloud.
- Omni Channel Service: companies can now deliver smarter service and streamline support.
These are just a few of the new Winter ‘16 features available, so make sure to check out the complete list here.
2) Salesforce First Product Built for Healthcare
Recently Salesforce introduced its first industry specific product (Salesforce Financial Cloud); and now it’s bringing cloud-based technology to the world of healthcare.
Last week, Salesforce announced their new patient relationship management platform “Salesforce Health Cloud.” This platform works to combine data from multiple sources (electronic medical records, medical devices and even wearables) into a single location changing how doctors and healthcare providers effectively manage the health of patients across caregiver networks, focusing more on the relationship between health provider and patient.
“The era of precision healthcare is upon us,” said Joshua Newman, MD, Chief Medical Officer, GM, Salesforce Healthcare and Life Sciences. “Just like we use precision medicine to target more personalized treatments for cancer and other diseases, precision healthcare is enabling our customers to develop more meaningful, accurate and long-term relationships with patients. Health Cloud is a huge step forward in our industry’s transformation.”
Salesforce Health Cloud features a Today screen with alerts to caregivers on timely patient issues, along with Patient Profiles and Timeline views that provide a central view of a patient’s history and easy-to-read clinical data for providers.
“What gets measured, gets improved,” said Newman. “With everything in one place, now you can see what really affects outcomes. Is it a phone call? A text message? We haven’t had that data before.”
Among its planned offerings, Salesforce will leverage Chatter enabling doctors, nurses and technicians communicate in one place and get up-to-date information on patient’s conditions, rather than making countless phone calls. It would also allow health providers and patients to stay in frequent communication so that patients won’t have to wait hours or days for answers on things like prescriptions or therapy. Connectivity is the key.
The platform previews are now available but will officially launch in February 2016.
http://www.salesforce.com/company/news-press/press-releases/2015/09/150902.jsp
3) Salesforce Introduces New Service Wave Analytics App
At Dreamforce last year, Salesforce launched “Wave,” which enables companies to build analytics apps on its platform. The company released Sales Wave Analytics, the first of multiple Wave apps, in June; and now they’re announcing the second app: Service Wave Analytics.
As the pace of business accelerates and the volume of customer data grows, service agents need to be able to quickly discover insight on their customers and their challenges; and now with Service Wave Analytics, both service managers and agents are armed with deeper, more actionable insights needed to deliver world-class service.
The analytics app is intended to provide better measurement by including templates for various KPIs and visualization of those measurements within Service Cloud.
Service agents can embed a variety of analytics dashboards in their console not only to track performance, but also to gain insight related to current cases; for example, by looking at how similar cases were resolved. Managers can also measure performance, understand challenges, and make changes or assign cases in real time within the app.
Salesforce said that the Service Wave Analytics App will be generally available by the end of the year.
http://www.salesforce.com/company/news-press/press-releases/2015/09/150901.jsp
4) Salesforce State of Service Report
Salesforce delivers its first State of Service Report which uncovers key trends driving the future of customer service.
Salesforce researchers surveyed more than 1,900 global customer service leaders to discover:
- The most common goals, obstacles, and success measures for today’s service teams.
- What sets high-performing service organizations apart
- The areas in which service is supercharging efforts to grow business in 2015 and beyond.
“Customers are now more mobile, social and connected than ever before,” said Mike Milburn, SVP and GM of Service Cloud, Salesforce. “What sets high performing service teams apart is their ability to consistently deliver a smarter, faster and more mobile customer experience. Today, that means taking advantage of technologies that give your agents the right information at the right time so they can provide exceptional service in the channels the customers use every day.”
Creating a great customer experience starts with creating a great service agent experience and this report has highlighted key points to achieve this.
To download the full report go here
5) App of the Week
Classy for NPO’s
I came across this App by pure coincidence, and since fullOpp provides services to the non-profit community, I immediately recognized how useful the App could be.
Classy’s integration with Salesforce empowers NPO’s of all sizes to use their online and mobile fundraising platform while having the ability to leverage a world class CRM. With this integration, donor data syncs seamlessly into Salesforce giving users the ability to manage, analyze & communicate with their donors and supporters in way that helps build more powerful and meaningful relationships.
With the Classy and Salesforce integration, all teams across your organization are unified with access to comprehensive data set around donors. Use this data to make informed decisions and create transparency both internally & externally.
If you want to learn more, visit the Salesforce Appexchange web-page, or Contact us for more information by clicking here