Connecting to LinkedIn...

W1siziisijiwmtuvmdqvmtuvmdgvntqvmzgvnzi1l01ptlrbu0hfqkxpr19vtljftkrfukvex0lnqudfx3jlc2l6zwrfyw5kx3jlbmrlcmvklmpwzyjdlfsiccisinrodw1iiiwimtkymhgxmjuwiyjdxq

Blog

Salesforce Wants Desk.com App Hub To Be One-Stop Shop For SMBs

24/11/2014 by Sharon Shahzad

W1siziisijiwmtqvmtevmjqvmtuvmzevntcvnzm1l2rlc2tfntc4xzgwlmpwzyjdlfsiccisinrodw1iiiwinjawedqwmfx1mdazzsjdxq

Salesforce.com announced an update today to Desk.com, their customer service product aimed at small businesses. They have created a Desk.com app store called the App Hub that includes a bunch of partner apps chosen specifically for SMBs to give them a one-stop shop for the cloud applications they need –and they have created a way to integrate those apps directly into Desk.com.

Among the partners are well known products such as Jira for issue tracking, MailChimp for email newsletter management, Olark to record desktop chats and more –including of course, the core Salesforce.com CRM product. The update includes access to all of these tools in one central place and makes use of what they are calling the ‘Desk.com Canvas’ to install these external packages and incorporate them into the Desk.com application.

So if you are talking to a customer, you should be able to see if they have any outstanding help tickets in Jira or which newsletters they subscribe to in MailChimp or their customer record in Salesforce, all from within the Desk.com interface without having to switch between applications and keep several different windows open. It also saves the customer service rep from conducting a number of different customer searches across these applications to find the needed information related to the customer. If it works according to plan, this should save considerable time spent with each customer.

Leyla Seka, who is SVP and GM for Desk.com, and who spent the last 8 years running the Salesforce AppExchange, knows a thing or two about how business app stores work, which is very likely the reason she was chosen to lead this effort on Desk.com. She makes it clear that this is a set of curated applications for small businesses, and you shouldn’t expect people will build applications for the App Hub, the way they have for the AppExchange. She said that they didn’t want to reinvent the wheel and make a mini AppExchange. They already have that. They wanted to create a place for small business people to access, incorporate and make use of  a set of popular applications from within Desk.com.

Desk.com App Hub integration also includes telephony tools such as RingCentral, enabling small businesses to answer telephone calls from within Desk.com if they wish. Many small businesses stick to Web support, but this gives them ability to add phone support when they are ready to do so without having to upgrade to Service Cloud, the customer service tool for larger businesses.

She added that they have also made it easier to move Desk.com data to Service Cloud whenever a company is ready to do that. She explained there is no clear point when companies switch over and it’s different for each one, but eventually many outgrow Desk.com and require a higher level of customization that they can get with Service.com. Salesforce is trying to improve the transition between the two products.

This article has been extracted from http://techcrunch.com, please click on this link to read the article in full http://techcrunch.com/2014/11/24/salesforce-wants-desk-com-app-hub-to-be-one-stop-shop-for-smbs/

Montash is a multi-award winning, global IT recruitment business specialising in permanent and contract positions across mid-senior appointments, which cover a wide range of industry sectors and IT functions, including:

ERP, BI & Data, Information Security and Assurance, Architecture & Strategy, Scientific Technologies, Demand IT and Business Engagement, Digital and E-commerce, Infrastructure and Service Delivery, Project and Programme Delivery.

With offices based in London, Montash has completed assignments in over 30 countries and has appointed technical professionals from board level to senior and mid-management in permanent and contract roles.

comments powered by Disqus

Social Stream

Latest News

W1siziisijiwmtyvmtivmdcvmtavmdyvndkvntg0l0vudgvychjpc2ugcmvzb3vyy2ugcgxhbm5pbmcgy29wes5qcgcixsxbinailcj0ahvtyiisijm4mhgxmdajil1d

Infor launches new mobile solution

2016-12-07 09:00:00 +0000

Infor, one of the global leaders in enterprise resource planning (ERP) software, has revealed that it is launching a new mobile solution. The company, which has focused on developing specialised business applications for a variety of industries, unveiled Infor Mobility for Field Service (MFS). The solution is a comprehensive mobility application that can streamline operations for employees working in the field. To ensure that field technicians are provi...

W1siziisijiwmtyvmtivmdyvmdkvmjcvmtavnze4l2nsb3vkihrly2hub2xvz3kgc2vydmljzxmuanbnil0swyjwiiwidgh1bwiilcizodb4mtawiyjdxq

AI continues to infiltrate cloud computing se...

2016-12-06 09:00:00 +0000

With Google and Microsoft both already working on artificial intelligence (AI) software for their cloud services, it has been revealed that Amazon is now to join the battle. The internet giant is to prioritise developing AI for Amazon Web Services (AWS), the division that sells data storage and computing to IT professionals around the world. AWS is currently the fastest-growing division for Amazon, with the past year having seen sales soar by 60 per cen...