Salesforce.com, one of the world leaders in customer relationship management (CRM) tools, has revealed that it is launching a new set of tools that will allow businesses to develop individual cloud communities. Salesforce1 Community Cloud adapts previous versions to allow companies to create profiles and pages, collaborate, exchange opinions and follow specific topics and people of interest; however, this is not just another online platform, as the network is directly linked into Salesforce CRM and, therefore, a company’s entire business process.
Talking about the new and improved offering from Salesforce.com, IDC’s enterprise collaboration and social solutions research director, Vanessa Thompson, said: “Any company can benefit from creating an engaged community. Salesforce.com raises awareness of the immense value of community solutions with Salesforce1 Community Cloud by putting business processes at the centre of engagement.”
Business has changed significantly over the past few years, particularly due to the rise in social media. Salesforce.com recently quoted an IBM study revealing that 75% of executives at C-level are doubling their efforts on engagement because they want to focus on knowing their customers better. In a bid to help focus efforts, the new Community Cloud has been designed as a place where employees, partners and customers can all interact. The system has been evolved from 2013’s Communities, which enabled Salesforce users to creatively brand private and public pages that connected various members.
With Community Cloud, the entire process is designed around profiles. A member’s page will be updated with content, with Salesforce suggesting groups of interest based on a person’s areas of expertise. Reputation ratings and endorsements are also included; however, it is not just a personal space, with plenty of scope for business purposes. Salesforce said in a press release that employees can create and drive service cases, resellers can update leads, and customers can rate and review products within the same community.
For administrators, handy built-in templates allow communities to be created quickly so that custom branding can be added and there is also new search engine optimisation. Community Cloud has been developed with mobile in mind, with Salesforce saying that customers can expect to have the same experience regardless of whether they are using a laptop, smartphone or tablet.
There are already over 2,000 active communities on Community Cloud, most of which have migrated from the old system. At a cost starting at $500 per month, the service will open to new clients from next month.
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