In today’s business world who does not have a mobile/cell phone? Whether it be a company provided device or increasingly a BYOD (Bring Your Own Device) own users phone being used. Either way this poses a challenge for businesses relying increasingly on data insights and technologies such as CRM to power their business success.

Of course, Salesforce itself is mobile friendly and you have Salesforce1 and other mobile applications. These however require manual keying (at least for today) and are used mostly, in my long experience as a Sales Leader, on the road as a tool to lookup data and information and rarely for logging all key new information (after all the small touch keyboard does not facilitate this). If a user is mobile making and receiving customer calls, they often are on the move, in a position where using the keypad to make notes (even if willing and intending to) is not practical or legal. The intention to do it later is also applauded, but often not delivered upon as our fast-paced world blurs this intention into ‘I forgots’. 

Historically it has been hard enough to capture telephony activity data. Click to Dial we can all do, Wrap-up codes and taking notes into the backend system from the CRM is commonplace, although we argue some do it far better than others for the users. But these are based around web phones, soft phones and desk phones which are easier to access and control from such technologies.

Introducing the mobile phone, brings new challenges; How do you log calls made from the mobile phone, record those calls and the harder, one capture inbound calls to that mobile phone. With an increasingly mobile workforce how do you capture the activity levels of these employees? and how do you capture that data into the CRM to give insights and visibility of what is really going on?

As a Salesperson do you want to know all you can about your own business’s interactions with your client. If you are managing an important client relationship, do you want to know that this customer was speaking to finance yesterday for 45 mins before you go in for an on-site meeting today? surely so!

This is the easy part. For example, with Natterbox, even if your finance team is not on Salesforce, we can log the (non-mobile at this point) inbound or outbound conversation into Salesforce as a call made (60+ data points are captured automatically about the call with no user intervention or action, such as length of call, transfers, who called, who to, etc) with an optional call voice recording captured and logged into Salesforce against the customer record. Thus, by seeing this on the account or perhaps through having a customised alert in Salesforce on your accounts, you now know about that call having taken place and have the option to speak to your finance team before your client meeting to ask what the 45-minute call was about and hence go into the customer informed and avoiding any embarrassing surprise discussions!

So how do you achieve a similar level of logging and visibility when the calls are from or to your employee’s mobile phones? Well first it is important to understand the challenge. On a desk or web phone the inbound and outbound call is being routed through your company PBX (sort of your telecoms server), a traditional telephony approach to routing calls and thus allowing the capture of data on these calls in a consistent centralised approach. This gives the ability for this call data to be added to your Salesforce CRM records. (Do check however that this is what you are getting as more often the telephony provider whilst collecting this data, is NOT putting it in your CRM, but is storing it in their own separate proprietary database. This means a separate portal and reporting engine which makes it hard to correlate and report alongside ‘real; client data. Yes, you can try to merge the two data sets, but in our extensive experience this is cumbersome, error prone and very rarely happens. (and by the time it does it is out of date – so much for big data!).

Far more useful to have reports and dashboards alongside each other, allowing you visibility of which customers, customer types, by spend, etc have been calling your support the most; how many calls, how often, how much talk time has been spent on your key forecasted opportunities for the month or quarter. All of this captured and reported on automatically and agnostic of the user entering or not entering data to capture calls made, hence giving you a true and accurate view across each user, customer and the business; available at any time to any Salesforce user with permissions.

Back to the issue of mobile users on their cell phones. Capturing outbound calls your users make from their mobiles requires the user to utilise an app on their phone that directs the call traffic via the cloud telephony service, allowing that service to capture the call data, who made the call, who to and length of call etc, automatically logging this data in the CRM (and if opted, to also record the call using the same record policies as for the office users). This is because if not, the native dialler on the phone will route the call via the cell providers service and thus out of the control of any 3rd party telephony/PBX or Salesforce integration provider, it’s simply how the cellular networks architecture operates.

This can typically be achieved by using an easily downloadable softphone onto the mobile phone and entering some configuration settings provided by the provider (such as Natterbox). You then need to instruct the user to make business calls using the softphone and not the native phone dialler on their phone. Some businesses advise their users to make personal calls using the native phone so they are not logged or recorded and business calls via the softphone. Others have gone as far as mandating that the company will not pay the phone bill for native calls, as softphone calls are treated as data package usage and not native cell calls (going over the 3/4G data network or WIFI). As softphone calls when the user is on WIFI are routed across that network they save not only call costs but also on the cellular data charges. Thus, it is feasible to achieve a strong commercial saving on calls across your users if a lot of your users are connected to WIFI when making a portion of their calls.

Capturing Outbound call data and recordings is the easy part of the puzzle. The hard part is how do you capture the inbound. If a customer for example has the employees’ mobile number, perhaps from their business card or is calling them back, this goes directly over the cellular network and to that user’s mobile device, thus bypassing any 3rd party services and logging capabilities. Increasingly businesses want to capture and gain insights from having the most complete picture of data possible. There are a couple of options to achieving this within the limitations imposed by the cellular network technologies. The ideal method would be for the cellular operator to allow configuration of call routing or to capture this data as it transits their network and to allow (through API’s) for a customer to route this data as a service to their chosen data service / CRM or such system. Unfortunately, this is not something on offer or seen in the market and would also require the operator you user to provide this, meaning all cellular providers would need to take part or you would need to move your provider to the one that did! Natterbox achieved this with one major operator by embedding our own technology into the cell providers data centre networks allowing call recoding to take place, but this is an impractical approach on wholesale as it would require this to be achieved in as many cell providers as possible across the globe, and for the provider to externalise the ability to move that data outside of their network. No mean feat and one that no one has shown any signs of getting any traction towards.

So, this being the case, how do you implement a solution that best encompasses cellular/mobile phones alongside your landline provisioning, to ensure logging and recording of business calls into your CRM alongside CTI/desktop calls and other activities. Getting the true 360-degree view of client interactions has always been the CRM panacea, but yet who truly achieves it? Every time there is a manual requirement of the user to make the data entry or for a synching or export/import of data, the chance diminishes!

So, what are the panacea needs requested;

• you need a user to be able to make calls from their mobile and have the action of the call, time, length etc captured and ideally a recording of the call captured into the CRM with no user interaction
• You want an inbound call to the user to be captured and recorded in the same manner
• You ideally want the user’s personal calls to be excluded from this logging

And how might you achieve this;

1)     To ensure outbound calls from mobiles are logged automatically (who called by who, call time, length of call etc) and where required voice recoded into the relevant CRM record containing that number then;

• A softphone/calling App needs to be installed on the user’s mobile device which the user uses and thus directs the outbound calls made via the telephony providers system and onto the recipient customer.
• The user needs to be mandated to make outbound business calls from and via this softphone and to NOT use the native phone dialler application on the device.

In this way outbound mobile calls are data captured and recorded automatically.

2)     For inbound calls to cellular devices;

• Firstly purchase a new pseudo mobile number for each user (in some regions this can be another actual mobile number that is not SIM related, in some this may not be possible and you would use a normal number (non cellular) to become the Pseudo mobile number for each user), this will become their new ‘public’ mobile number – This number is configured at the telephony provider (Natterbox) to direct the call onto the users ‘true’ mobile number. In this way anyone calling the users mobile on the new number is automatically directed via the telephony provider and on to the user’s mobile device, thus allowing logging and recording of the call as above into the company system (Natterbox).
• Publish this new number on business cards and email signatures. Consider asking users to not answer calls direct to their mobile number for an introductory period to encourage existing clients to call this new number. Perhaps put on their voicemail ‘please call this new mobile number xxxx for me now’. Even if you start to capture 80% of calls this way you are 80% better off than a nothing to/from mobiles is being captured.
• A bi-product of this process is that if this customers number is in the CRM rules can be applied automatically such as;

1. When directing the call to the users mobile, before connecting the call machine whisper the customer name; ‘this is customer ABC calling’, so they can answer more informed, even if that client’s number is NOT stored in their mobile phone!
2. Automatically have rules set for example that when the person is on holiday it re-directs the inbound call to their sales admin, their PA etc to help the customer advising the customer automatically, ‘<Name> is on Holiday this week, well direct your call to Paul in the office to assist”, instead of simply letting the call go to the mobile voicemail, where often they have forgotten to edit the message to say they are on holiday.4

There are several additional benefits of this approach;

·        It separates business and personal calls, meaning that you get a more distinct cellular breakdown of the % of associated costs

·        It supports BYOD (Bring Your Own Device) well. Often today an employee either uses their own phone and number or are issued a company phone and end up carrying around 2 mobile phones, meaning out of work it is easy to leave work behind, taking only the personal mobile! Another challenge of the BYOD approach is that if you put the users ‘own’ mobile number on their cards, when they leave customers may still be calling direct to your ex-employee, perhaps now at a competitor!

o  With this new approach you can allow an employee to use their own phone and mask that number with your business owned one, meaning if they leave calls still come to you and you can even easily re-direct all calls to another individual or  group. Better still you can re-allocate that persons accounts and set a rule centrally to direct the calls to the relevant new account manager and electronically whisper to that person before the call is put through that this is one of (LEAVERS_NAME) accounts calling and being diverted to you!

o  It also means that for the user claiming calls back from the company is simpler as they simply claim back data costs and mobile outbound calls from the native phone/number are treated as their personal calls.

Natterbox allows a user working remotely to easily select their mobile as their calling device, perform click to dial inside Salesforce and have Natterbox do the rest; Connecting the call between the users mobile and customer number, capturing the automatic telephony data, recording the call and improving the user experience and efficiency of the call and logging of data for the user inside Salesforce (such as notes and wrap-up codes). Importantly you now gain the easy option to incorporate mobile users and their calls into the centralised data and reporting capabilities that Salesforce provides you.

“We need to be able to capture data, make sure it is accurate and do it fast. Our customers now expect it as standard. Natterbox gives us that whole picture, which means we can give our contact centre teams the knowledge they need to help customers quickly.” Andrew Evers, Head of IT at Reconomy.

In this highly competitive market, organizations are constantly trying to analyze their data and make informed decisions to outrun their competitors. That is where data analytics and data scientists play a major role. With an enormous amount of data available to work with, these data scientists analyze several dataset combinations, apply mathematical models, and provide insights that help organizations take the correct decision. While this has worked well so far, with time being a rare commodity, organizations are looking for tools that can provide quicker and smarter solutions. With AI and ML advancing by leaps and bounds, there is no shortage of business intelligence tools in the market. Salesforce Einstein Discovery is an AI-powered data analytics tool that stands out from the crowd because of its powerful performance and unheard-of simplicity in use.

Unbiased predictions as AI meets Data Discovery

The Einstein Discovery platform by the World’s #1 CRM, Salesforce, exploits the power of Machine Learning to provide you with accurate and precise explanations, powerful predictions, and recommendations with just a few clicks rather than codes. Unlike the other data analytics tools, Salesforce Einstein Data Discovery does not necessitate you to build any sophisticated software or data set models.

This AI-powered Einstein Discovery (ED) can quickly learn what happened earlier and what is happening at present. Following this, it analyses the data to understand why it happened, predicts what could happen, and comes up with suitable recommendations on what should be done. This ultimately helps boost productivity and improve the work speed.

Salesforce Einstein Discovery Benefits:

Quick and smart data discovery: The data analytics function of ED is quick to gather your data from millions of data rows and data combinations within minutes.

Quality data analysis: Once required data is collected, data analytics happens in a jiffy to provide you deep insights on what had happened earlier, why those happened, and what could happen.

Precise predictions and recommendations: ED offers a blend of descriptive, diagnostic, predictive, and prescriptive analytics makes it possible for the tool to provide you suitable recommendations and suggestions in natural language.

Unrestricted data source: ED works with data from Salesforce, a CSV file, Hadoop, Heroku Postgres, SAP, AWS, Azure or any other database. Plus, it can process the data or transfer the data to the cloud without making any duplicate files.

Salesforce automation: ED results can be visualized in Salesforce Einstein Analytics, employed for triggering Salesforce automation, and included in Salesforce dashboards & reports in Natural Language.

User-friendly consumption: The collection of charts, graphs, statistics, and narrative explanations in natural language helps in better understanding the business-relevant metric and the variables that influence these metrics.

Smooth collaboration and sharing: The stories by ED can also be exported to Microsoft PowerPoint, Word or Salesforce Wave Analytics.

Introduction

Test classes in Salesforce is an Apex Class that is used to test logics written in classes.

We write Salesforce Test Classes for:

• Apex Classes
• Apex Triggers
• Batch Apex Classes
• Queueable Apex Classes
• Visualforce Controllers
• Visualforce Extensions
• Future Apex Classes

Test Classes in Salesforce ensures that every logic is working as expected in both positive and negative testing as required. Test classes don’t count overall coverage in class. Test classes Witten with @isTest annotation on the top of apex class or on the top of the methods that we want to test.Syntax:

@isTest
private class MyApexTestClass {
    @isTest static void myTestMethod() {
        // code block;
    }
}

Use of Test Method to Write test Class:

Once Apex class is completed with your proper line of code and working properly or not, it must go with Testing in order to check whether your code function is properly working. the production. And also your apex line of code must cover at least 75% of code coverage before deploying in the production environment. testMethod keyword( on method) is written in Apex Class.

Example:

Static testMethod void methodName(){};

Use of @isTest Annotation to Write test Class:

@isTest Annotation is used with a class name or with method(function) name in test Class. Which defines class is written for testing the apex code, and also these classes are not counted against our organization limit of apex classes.

Example:

@isTest
private class MyApexTestClass {
    @isTest static void myTestMethod() {
        // code block
    }
}

@TestVisible Annotation Use:

This annotation helps to access private and protected (Data or function) members of other classes into the test class. And test classes can access those members for testing code. This annotation is written before the methods(functions).

Example:

Public class MyTestClass {
    @TestVisible private String name=’Test’;
    @TestVisible private Static void myTestMethod(){}
}

Use of IsTest (SeeAllData=true) Annotation to Write test Class:

Avoid using this annotation unless it is needed because this grants access to all data in the organization.

Use Method Test.startTest() and Test.stopTest():

Use these methods to test governor limits and increase governor limits of the salesforce.

Use of System.Assert() Statement to Write test Class :

It accepts two arguments(Parameters), 1st (required) is the condition to test and the 2nd is used to display a message in case the condition provided fails.

Syntax:

System.assert(input1 == input2,”Show Message”);

Use of System.AssertEquals to Write test Class: It accepts three parameters(arguments), the first two (mandatory) are the variables that will be tested for equality or inequality, and the third one (optional)  is used to display a message in case the condition gets failed.

Syntax:

System.assertEquals(inputValue1, inputValue1,”ShowDisplayMessage”);

Avoid Hard-Coded IDs in test Class:

Do not hardcode ids of any sObjects inside the test method of the test class, but if a constant needs to be asserted, then make use of constant class (custom Settings) because hard coding strings in unit tests may result in test failure when things like picklist values get changed.

Use of System.runAs() method to Write test Class:

System.runAs() helps us to write test methods that change user contexts to either an existing user (or a new user). You can use runAs() only in a test method. But runs() does not validate

Create,Read, Update and Delete(CRUD) or field-level security permissions in your test class.

Manufacturers are the most valuable assets for any company’s growth because they mold the products into what they are, and the products are the reason for companies’ existence. Products define customer relations and generate sales revenue for the firm. Without anything to sell, it’s just impossible to thrive a business and achieve a successful endeavor. But, sadly, Production teams are one of the most malnourished segments of an enterprise. Suppressing their ability and smothering their needs can be a lethal mistake, but there is still a chance to give them what they deserve with Salesforce Manufacturing Cloud.

Manufacturing Cloud is one of the industry-specific products Salesforce released along with Consumer Goods Cloud as part of their Winter’20 release. Salesforce Manufacturing Cloud promises clearer business visibility with a new opening to practice collaboration between Sales and Manufacturing Department. Leading firms like Kawasaki Motors Corp. and Hitachi Chemical have already adopted this brilliant release. Salesforce Manufacturing Cloud is going to be a giant leap in aligning the sales and operations together.

Alluring features of Salesforce Manufacturing Cloud :

Manufacturing Cloud is a game-changer for product-based firms. Some of its impactful perks are:

Sales Agreements – Salesforce Manufacturing Cloud allows the manufacturing team to access the Sales records and databases related to it stored in the Sales Cloud. Also, it makes it possible for the operations department to have access to negotiated contract terms, including specific demands and volumes. These features give Manufacturers and accounts section a 360-degree view of the customer, which helps in managing the life cycle of an agreement and track the progress of agreement, deliveries, and renewal process.

Account-Based Forecasting – The forecasting provides an accurate projection of concurrent business goals and upcoming opportunities in the near future to the manufacturers. Salesforce Manufacturing Cloud allows the finance, sales and operation teams to throw-in accurate real-time forecasts of the Industry. Its ability to provide up-to-date data makes it a highly reliable aid to predict revenue margins and make beneficial transactions.

How Salesforce Manufacturing Cloud can transform the industry:

• With no space for silos left, customers experience a single connected view of the process with accurate real-time adjustments.
• It helps make the Sales more predictive and efficient with the knowledge of customer’s volume demands.
• Salesforce Manufacturing Cloud offers personalization to customer’s requests and helps in building a loyal relationship between both parties.
• The accurate predictions and accounting forecasts help to reduce the field service costs by deducing the correct inputs and steps to be followed.
• It eliminates the slow manual processes which create barriers in delivering high-quality engagement to the customers.
• Be a pioneer and Implement Manufacturing Cloud now:

Salesforce Manufacturing Cloud is boon for product-based industries. It provides the much-needed omniscience to not just manufacturers, but the whole firm. Salesforce is also releasing new integrated solutions for manufacturing cloud, like Community Cloud for Manufacturing, Einstein Analytics for Manufacturing. These new releases will help the accounts and sales with better intelligence and ways to stay connected with the clients.

We have successfully launched CRP (Cost, Revenue, Profit) analyst application on AppExchange.

GetOnCRM Solutions is proud to announce that we have successfully launched the CRP analyst app on the Salesforce AppExchange platform. AppExchange is the easiest and fastest way to extend Salesforce. With thousands of solutions install in just a few clicks, there is something for every business challenge. AppExchange app development helps to extend your software`s features to Salesforce.com or implement similar features on multiple instances.

At, GetonCRM Solutions, the Salesforce App Development services provide ISVs a marketplace to reach more Salesforce customers. As a leading Salesforce AppExchange partners, our Salesforce AppExchange developers have helped businesses connect with their clients, customers, and employees in an entirely new way. Our developers also help to build new Salesforce AppExchange products and also migrate their existing products to Salesforce AppExchange.

Are you getting any trouble in calculate GPH (Gross Profit per Hour), GSA (General Service Administration) weekly lodging, GSA weekly M & I, GSA lodging which is based on account portal code, or start date and end date of pay package than CRP Analyst is very useful for agency or an industry who is hiring candidate and want to solve all the problems listed above.

CRP (Cost, Revenue, Profit) Analyst App

GetOnCRM Solutions developed the CRP Analyst app for Salesforce users who are facing challenges in calculating pay package with all the expenses. The app is readily available on Salesforce AppExchange to help companies save their time and increase efficiency. According to Mr Minkesh Patel, Founder of GetOnCRM Solutions, “The CRP Analyst App is really useful and practical app that has lowered the burden of calculating pay package for Salesforce users. Our aim is to provide the Salesforce user with more such applications that lend a helping hand makes tedious tasks easier.”

Let’s talk about the features of the CRP Analyst App:

1. Ability to create template and add default expenses.
2. Ability to copy expenses from template and do calculations according to assignment length and hours given in the record.
3. Fetching realtime GSA data from GSA website.
4. Calculating Gross profit per hour.
5. Separating Company expense and read only expense
6. Ability to change number and adjust expenses according to your budgetThe CRP Analyst app can improve your pay package solutions by solving a lot of problems related to the recruitment industry. Download our CRP Analyst Application now!

Workflow automation drives service agents’ productivity due to quicker and more effective case resolution, which can’t but lead to better customer service quality and happier customers. Although special workflow management software can help to obtain these results, we believe that using CRM for workflow automation is a better option. It doesn’t only drive case management but aggregates comprehensive customer info. It helps to track the history of customer interactions and address customers’ issues more aptly.

If you’re eager to see how to deliver quality customer service through efficient case resolution with CRM, let’s proceed with some real-life examples.

3 automated customer service workflows for efficient cases resolution

Advanced CRMs empower employees to manage their work more efficiently due to functionality for process automation. Service agents, in particular, can resolve their cases quicker and stay more productive due to timely case assignment, provision of deadlines and escalation of unresolved cases. It’s easy to achieve these goals in CRMs with vast capabilities for managing sales and service workflows, like Salesforce and Dynamics 365.

We will illustrate our point by showing relevant workflows and use as examples the abovementioned CRMs, which are listed among leaders in the Gartner’s Magic Quadrant research.

Use case 1: Monitoring unassigned high-priority cases

Severe customer problems or those coming from the customers with the premium SLA (Service Level Agreement) or problems connected with an expensive product are most likely to turn into high-priority cases in your service CRM. Cases are also prioritized in accordance with their severity level, type and, optionally, some other parameters, like customer sentiment.

Long case resolution time, which is one of the common customer service challenges, is absolutely unacceptable for high-priority cases. The typical way of managing such an issue is introducing case assignment rules that ensure automatic distribution of cases either to designated agents or to case queues where agents take them up. However, if a new case doesn’t match the assignment rule’s criteria, it will be assigned to a separate queue with non-standard cases.  Left there for a long time, it may be forgotten, which is unacceptable. Since it’s crucially important to address high-priority cases quicker than any other case types, see how to ensure it with CRM automation capabilities. It requires introducing a workflow, which notifies a certain service manager if a high-priority case remains unassigned for an hour.

The workflow rule you need to introduce will follow the if/then statement logic: “If a high-priority case is unassigned for an hour, then the service manager gets notified.” The rule starts evaluating case records as soon as new cases are created. For the rule to run, the case priority should be high, and the case owner should be an unassigned case queue. After that, you introduce a time-dependent workflow action. To do this, you add a time trigger and specify when the action runs (in an hour after the case goes to the unassigned case queue). Under the specified trigger, the service manager gets an email notification when the preset hour expires.

Use case 2: Setting up resolution dates for high-, medium- and low-priority cases

Relying only on case prioritization may be insufficient to aid highly overloaded service agents to address cases promptly. What may help is adding a recommended case resolution date to the case record.

To ensure that cases of different priority levels are addressed in due time, you may introduce 3 workflow rules, which imply an automated update of the custom Case Resolution Deadline field for high-, medium-, and low-priority cases.

The logic for the high-priority case is “If a high-priority case comes up, then set its resolution deadline to 1 day from today” (if you want high-priority cases to be solved in a day). The rule starts evaluating case records as soon as new cases are created. The rule will run if case priority is high, which triggers the update of the Case Resolution Deadline field. To set up the necessary deadline, you need to specify the new value for the Case Resolution Deadline field with a formula, which adds one day to the opening date of a case.

The same algorithm of rule-embedding works for medium- and low-priority cases with the difference in rule criteria (case priority will be either medium or low) and introduced case resolution deadlines.

Use case 3: Escalating expired cases

Another reason for slow or inefficient case resolution is the absence of escalation mechanisms in the case management processes. You can see it when agents still fail to close some cases while the case assignment and prioritization rules are set up and the reminders of case resolution deadlines are provided with workflow rules.

To speed up the case resolution process, you may introduce escalation rules, which imply reassigning an unresolved case to another agent, and in some cases, even to a service manager.

Let’s imagine that a service agent failed to close a high-priority case within a day and didn’t comply with the relevant workflow rule. Then an escalation rule needs to be imposed with the following pattern “If a high-priority case isn’t closed in a day after it’s created, then reassign it to another agent.” The rule will be running for the cases with high priority. If you want to have escalation rules for cases from certain accounts (for example, those with the premium level support), additional criteria should be introduced.

Then the rules should be related to these accounts by adding a criterion that the account’s support level is premium. After that, the time should be specified when the clock of the escalation rule starts ticking. In our example, the escalation period starts running when the case is created. The escalation rule itself runs when a day provided for closing high-priority cases expires. After that goes defining actions happening when the case is escalated. Usually, the escalation is followed by reassigning the case to another owner (a service agent or a manager) or the case queue with the increase in case’s priority (which is optional). The last step is enabling email notifications to the current and the new case owners telling them who is now responsible for the case.

The bottom line

Monitoring case resolution can be easier and more efficient with CRM’s workflow capabilities. Notifications on unassigned cases, automated field updates and case escalation mechanisms contribute to high-quality customer service, which your clients seek and appreciate.

About the author:

Denis Zhinko is Head of CRM and Collaboration Department at ScienceSoft with 12+ years in software consulting with the multi-platform focus on Microsoft Dynamics CRM and Salesforce. Denis has managed projects on CRM, CXM, Portals, System Integration and Connectivity for businesses in Healthcare, Retail,Telecom and Banking, including CRM solutions for 7+ mln bank clients and 5+ mln media subscribers. In his spare time, Denis is a keen motorcyclist, tennis player and volunteer.

Salesforce is the worldwide leader in making revolutionary business applications, served from the cloud and are designed to help generate leads for an organization. Also, it is a great aid in getting new customers, closing deals faster and sell, service and market in a smarter way.

NetSuite CRM is also a tool that provides true lifecycle management of customers starting from marketing and opportunity management, order management, customer up-sell, cross-sell, renewal and customer service. NetSuite CRM has key benefits like Streamlining lead-to-cash processes.

Why needed to integrate Salesforce and NetSuite?

Salesforce and NetSuite both are very popular CRM solutions. Salesforce is a very good tool for all the tasks related to lead generation and tracking, and on the other hand, NetSuite is great in finance handling. Since the differences in their features and usability, we decided to combine both these tools that help organizations gain a lot of benefit from them. Many organizations use NetSuite for Resource planning, pricing and order control and Salesforce for analysis and lead closing.

How to Integrate Salesforce and NetSuite

Integration means that data from Salesforce is transferred to NetSuite and vice versa in an automated way. The main aim of integration is to transfer data automatically, or by a button, without manual download or upload of data. There can be many ways to integrate the two systems but the most prominent of them are as follows:-

• With the help of custom integration adapter as a custom middleware based integration.
• Using a third-party integration service like Boomi AtomSphere, Actian or Informatica.
• Creation with the help of Restlet web service-based integration using Netsuite and SalesforceAPI.

A lot of coding is required in developing an adapter and is time-consuming as well. Also, the performance is also not as good as the other two systems because of untested and unforeseen processes. This makes the use of the Third Party Service the most convenient and safe approach, but at the same time it also costly and does not have the flexibility as that available in customer integration approaches. Custom Restlet based integration is faster to develop and better in performance but again it is pricier when looking for a long-term setting than a  Salesforce Integration Service.

Advantages of Integrating Salesforce and Netsuite

• Timely manage connections and reconcile purchases and shipping plans.
• It provides a smooth and continuous route from lead management to cash collection, which boosts your company’s cash flow and reduces potential mistakes from manual order admittance.
• Increased timeline management and sales accuracy.
• Make more efficient your lead-to-cash process and speed up cash flow with seamless movement through from Salesforce to financials of NetSuite.
• Customer support will be improved by giving sales groups with real-time back-office awareness into purchases and requests, fulfillment, billing information plus much more.
• Most significant creation of appropriate sales quotes.
• Easily integrate sales and purchases with Netsuite.
• Synchronize customers, associates, products and costing.
• Help to improve the efficiency of cash flow and productivity of the team.
• By using both ERP and CRM Software from Netsuite, a business will have a more productive group of employees.
• Provide customer data and scalability, handle subscription renewals, referral tracking, and track pending orders and to upsell and cross-sell products across departments.
• Help to locate important data of clients more quickly and efficiently.
• Help a company to manage its inventory inefficient way that consists of items sold as well as ones that have been recently purchased.
• Makeable to know the exact amount of inventory that has available in order to process orders.
• Tracking sales and revenues.
• Improve their order management and customer service. The software will allow a company to automate the order process so that what was ordered can be exactly known by employees.
• Allow the company to quickly process an order and make sure that it is shipped to the customer in a timely manner.

Pardot – the smarter Marketing automation by the world’s #1 CRM platform can help you get an average of 40% increase in your marketing efficiency. Pardot is the best and smarter marketing automation software by Salesforce for B2B marketers. Salesforce Pardot features can help your sales and marketing team to boost your company’s revenue and improve efficiency powerfully. Pardot can assist marketers in getting more pipelines and empowering marketing ROI. With the help of personalized campaigns in Pardot, the creation and the movement of the leads through the marketing pipeline become quick and efficient.

The functionalities of Pardot include streamlined lead management, smart lead generation, effortless email marketing, seamless sales alignment, social media integration, and insightful ROI reporting.

With the help of the Pardot features, you can generate high-quality leads, improve follow-up through lead grading/scoring, simplify the workflow, and organize using tags for better lead follow-up. Also, Pardot helps you to track your content performance, which allows you to monitor how engaging your content is to your leads, compare their engagement levels to gain insight on current prospects. With the insights about your content, you can optimize your messaging, distribution, and it also supports tracking your internal engagement.

Though Pardot comes with a wide range of features and tools to automate and increase your marketing efficiency, we have listed the top 5 Pardot functionalities that are most favored by marketers across the globe.

Top 5 Trending Pardot features

1. Engagement Studio

Engagement Studio is one of the advanced Pardot features that allows you to visualize your email drip campaigns. Once your drip campaign is all set and started running, you have to monitor the email campaign to keep track of the campaign. Pardot Engagement Studio allows you to do that and performs actions such as adding/ removing lists, adding/removing tags, assigning to user or group, change field, notify the user, and sending an email on your behalf. With a Salesforce connector, you can design these actions to provide you a highly efficient and low-maintenance email marketing automation. You can set when Pardot can initiate any of the actions either immediately or when the leads reach a particular step. In the drip, when there is action by the email recipients, you have to initiate specific critical actions. Engagement Studio, with the help of the triggers like email open, email link open, file download, click on content, etc., will keep your prospects targeted for the chosen amount of time through the path. Define rules in the Pardot using prospect attributes like grade, score, status, tag, campaign, etc. are what decide which step the email recipients will take in your drip email campaign.

2. Connected Campaign

This new Pardot feature, ‘Connected Campaigns’ was released in Spring ’18. Through Pardot Connected Campaigns, the Pardot campaigns and Salesforce campaigns are combined to set up multi-attribution Salesforce campaigns. By setting up this Pardot feature, you can combine the Pardot and Salesforce campaign, streamline campaign management, and improve the campaign reporting quick and easy. By enabling this feature, you can reduce clutter and save time by working with Engagement History and Pardot Einstein Campaign Insights while you work with your Pardot prospects without leaving Salesforce. The connected campaign feature was one of the best functionality that marketers were seeking recently. It allows marketers to work on marketing efforts effectively.

3. B2B Marketing Analytics

B2B Marketing Analytics – an Einstein Analytics app is the best Pardot feature among the others. B2B Marketing Analytics can maximize marketing as well as the sales efforts by combining marketing and sales data in one place to get insights about your marketing performance and support a quick data-driven action. The B2B marketing analytics tool helps you to visualize campaign ROI (return on investment) across the various campaigns to prioritize and increase/decrease spending for the campaigns that work best. The multi-touch attribution dashboard allows marketers to gain insights into how the various campaigns influence in creating awareness vs. help close deals vs. help across all buying stages. Thereby allowing marketers to prioritize and allocate budget to campaigns depending on business goals and outcomes the organization is looking for at that point of time.

4. Salesforce User Sync

This Salesforce User Sync is a Pardot feature released for administrators to manage their Pardot and Salesforce users. It is an opt-in feature available through the Sales cloud for Pardot users for better user management, improved user experience, and security. Salesforce User Sync can be enabled only when you have a Salesforce and Pardot connector. When you enable the User Sync for Pardot, it becomes a Salesforce platform-powered native lighting application. The Pardot admin syncs the Salesforce profile with the Pardot profiles to create synced users. In the case of a new user in Pardot, the user profile is matched to the respective Salesforce profile.

Even though opting for Salesforce User Sync brings significant changes in Pardot user management, once enabled, it cannot be disabled.

5. Dynamic Content

Dynamic Content in Pardot let marketers provide different personalized copies of forms, landing pages, emails, website, and more to the prospects as per their engagement. Since, the content is personalized based on the engagement, assures a great experience for the customer, and boost marketing ROI. Being one of the Pardot key features, ‘Dynamic Content’increases the conversion rates through landing pages and email list subscribers.

Though the forms, landing pages, and emails can be personalized, it has a restriction of up to 25 variations. However, marketers can use this Pardot feature strategically to create landing pages based on the pipeline.

We are already aware of the fact that WordPress is the world’s most commonly used Content Management System (CSM) which people rely on heavily across the globe. Talking about Salesforce, we know it as the world’s leading CRM system which is used by the majority of the business enterprises to get the maximum output in the lesser time frame. These both are quite famous among the masses because of various obvious reasons which include their advanced functionalities along with easy accessibility. Software like these has always been a part of major business firms in the initial as well as later phases. No matter what, they have delivered their best in most cases so that their customers do not have to regret their decision later. Now, this blog focuses on the mutual relationship they share, along with the benefits of their integration.

Why Integrate CRM with WordPress?

Both these platforms carry a lot of importance of their own, both of these play major roles in getting business organizations stable in the longer term. If we can imagine the unique capabilities that they carry as a single entity, why cannot we imagine the beneficiaries which they would be providing the people with upon their integration? Most of the business websites have already their own WordPress account to update stuff directly online. Integrating their website with the right CRM can be a turner for them. It would not only be helpful in collecting and storing the data effectively but rather it would help you to explore new and much better ways to connect with our visitors and provide them with an exceptional experience which they would love to appreciate. There are huge benefits that one can get on integrating WordPress with the right CRM system. Continue reading to know more.

Benefits of the Integration of WordPress and CRM

So, the following mentioned are a few major advantages that can easily avail of integrating their WordPress with the right CRM platform. Have a look at them as follows:

1. Content Management Made Easy

Combining the capabilities of both these platforms may provide you with a better experience for content management. You do not need to look for the data in a disorganized manner, rather it would now become much easier for you than before. You can also sync fields of these two for smoother functioning.

2. Tracking Users’ Activity

Now, you can easily track the time your visitors often spend on your website and know about their needs and interests in particular. This will help you understanding them in a much better way so that you can serve them with much efficiency later. Your users’ activity is going to define the potential your business carries within itself.

3. Custom Object Integration

Both these platforms, whether it be CRM system or WordPress, have their own custom objects which can be integrated well along quite easily. This will reduce your workload and help you explore new things which can bring good for your respective business firm. It is a really helpful step, talking in the context of a business firm.

4. Interact with Customers in a Personalized Way

So, the web forms which your prospects may fill on your website can now directly be contacted via your CRM system. It will help you establish a personalized communication with them so that they feel important. It is going to help you serve them better in the future, making them your loyal customers too.

5. Experience New features

There would be so many things which one would be missing out on using these two software as different entities. But on their integration, you would be able to experience a whole new range of explicable features which may give a new turn to your business’ future leading it to great heights with each day passing by.

Ending Note

In a nutshell, it can also be concluded that if one wishes to experience an upgraded version of advantages that they can get on integrating the CRM system with WordPress, they must go for it as soon as possible. This type of integration is really helpful for almost all major business enterprises that wish to achieve success in the future in a spontaneous manner. Generally, not all people are equipped with knowledge regarding these things, but one needs to take constant guidance and consulting when it comes to making the right decision.

If you are among the ones who are in need of constant guidance when it comes to making such crucial decisions, you must not hesitate to hire the right Salesforce Consultants for your business. They can always help you decide on the right things and help you reach greater heights in the near future ensuring sustainable growth for you and your employees.