Best Features for Optimising Your CRM for Change

Customer Relationship Management systems (CRMs) are powerful tools for helping businesses handle change, particularly digitisation. They are often the bridge between traditional, manual processes and modern automation and analytics. Keeping up with the possibilities that new technology affords is critical to businesses of all types; the radical changes of the last few years have proved this to business owners across the globe.

Digital Transformation with Salesforce

As Digital Transformation specialists, we understand the importance of developing a CRM that can withstand the changes that the future will bring, which is why we are proud to be Salesforce partners. Salesforce is the world’s leading CRM for a reason, and we confidently help businesses of all sizes customise their Salesforce Org so that it operates in a way that is uniquely effective for them. For more information on how CRM, in general, can assist in helping you manage change, take a look at our recent post:

Managing Change in Your Business with CRM

Enhance your scalability and functionality

Salesforce’s regular updates make the system more and more suitable for nuanced industry types as time goes on. Simply by using Salesforce, you are setting your business in good stead for futureproof handling of customer data, marketing automation, business analytics, and more. Salesforce facilitates:

• Better organisation and segmentation of customer data – information is stored in intuitive, productive ways so that records can be viewed, understood, and analysed in more meaningful ways
• Improve customer communication and connection – Salesforce lets you handle all customer communications through one channel, regardless of which platform the messages have come from (a feature that is increasingly useful as customers turn to social media for contact with their favourite brands)
• Automate manual tasks – with more and more pressure on personalised service, customised products, and unique branding, being able to automate the repetitive admin tasks is a huge time-saver
• Unite your teams – teams are increasingly delocalised, so it’s vital that your employees can log in from all over the globe to view the same information in a centralised hub
• Derive analytics that can predict change – one of the best ways to stay ahead of market changes is to check in with sophisticated analytics reports that use your real-time data to make valuable predictions for the future

New Salesforce features that make change easy

There are, however, specific ways to make sure your CRM system is ready to handle changes at a moment’s notice. Salesforce has developed a number of helpful tools, some off the back of the chaos of the pandemic, that have made the system more flexible, so it can adapt as your business changes and grows. Let’s take a look at a couple of new features.

Salesforce Functions

Salesforce Functions were released as part of the Winter ‘22 updates. They allow you to extend Salesforce business logic by writing your own code into your system. Crucially, your code kicks in at run-time and automatically scales with load, so you can run heavy tasks that Salesforce itself might not have been capable of. Because they run externally, Salesforce Function codes don’t count against your Salesforce request limits, so are great ways of bypassing Apex transaction or execution limits. Ultimately, Functions provide greater possibilities when it comes to building customised, scalable apps or connecting external systems to your org.

Salesforce CPQ

CPQ stands for Configure, Price, Quote. The real value of this feature is in allowing sales reps to build flexible quotes around changeable bundles of products. You can build price tiers that are consistent but also allow for complete customisation, depending on the buyer’s needs. The tool is fully scalable and allows for greater upselling, cross-selling, and pricing nuances, including specialist discounts. Quoting is quicker, easier, and more accurate, with less room for human error thanks to automation, and customers are left feeling valued after receiving a personalised service.

Customise your CRM

Functions and CPQ are just two of the ways that Salesforce can be customised to suit your business. Harnessing the full capabilities of this CRM requires full strategy. The Digital Transformation experts at Consleague can assist in helping you put together a plan that will drive real change and real results. Book a 30-minute, no-obligation call with us to discuss how our ISV Partner Programme can help you get the most out of the integrations and functions available.