Get Salesforce fully integrated with your eCommerce

Improve Sales Insight with a Salesforce Integration

A Salesforce CRM integration is the quickest way to tie your business's front-end to the back-end to expose behavioral data to business stakeholders. Take advantage of lead capturing, sales insight, and exposure to your account health and activity. Sales insight allows a real-time look into account balancing and statuses, invoicing, and inventory and warehouse updates. A Salesforce integration with Clarity Connect™ eliminates manual processing for automated data capture and process automation. Not only does automated processes mean less dirty data for your business, but you will reduce overhead and shorten timelines as well.

Improving Customer Loyalty and Satisfaction with Salesforce CRM Integration of eCommerce Activities

 

The right CRM software can improve customer retention by 27 percent according to eCommerce studies. Three out of every four customers admit that they spend more money when they have positive user experiences. [1] Salesforce CRM apps are used by 70 percent of the company’s software users, and about 88 percent of Fortune 100 companies use at least one of these apps. [2]

Salesforce CRM software improves can the gathering of important information about customers, which pays big dividends by improving customer satisfaction, as well as increasing sales insight for sales reps. Understanding customers and their buying profiles generates greater success in converting them, generating leads and building customer loyalty. The key is integrating the necessary front-end marketplace to provide the user data and behavioral information.

 

 

The Increased Benefits of Fully Using Salesforce CRM Software with eCommerce Integration

Integrated software makes it easier for B2B companies to install upgrades, add custom features, connect proprietary apps and access BI from third-party sources. Organizations can easily expand their operations into new territories around the world. Scalability and automation generate long-term efficiency so that companies don’t need to retool their systems every year or two. However, the big advantage of integration is fostering greater satisfaction and loyalty of demanding B2B customers. These B2B benefits of integrating Salesforce with a company’s accounting and eCommerce systems can strengthen customer allegiance and provide better user experiences by allowing customers and staff to perform the following eCommerce-related actions:

  • Connect with social media platforms.
  • Generate automatic alerts to sales and customer service departments based on customized criteria.
  • Synchronize files and consolidate duplicate entries.
  • Empower customers to perform a full range of self-service activities.
  • Automate custom price quotes and custom product configurations.
  • Provide relevant suggestions.
  • Grant access to third-party research and detailed product information from suppliers.
  • Trigger automated marketing messages.
  • Manage complex pricing tiers, incentive offers and custom price quotes to generate instant and accurate invoices.
  • Push all this data up to the sales people, where and when they need it most.

The latest B2B marketing statistics show that cultivating great user experiences offers companies increasingly more benefits. Forrester research found that 30 percent of B2B decision-makers place at least half of their orders online, and that figure is predicted to increase to by 56 percent in 2017. [3] More customers research products and place orders over the Internet, so offering intuitive self-service options and providing extra services after orders are placed have become business necessities for companies that want to remain competitive. A robust and highly customizable eCommerce marketplace, like Clarity eCommerce, is just the ticket for such a demanding front-end platform.

 

Foster Better Customer Engagement with On-Demand Apps

Salesforce software offers benefits when the software is fully integrated into a B2B eCommerce platform’s API layer. Customers can log in to check the status of their orders, which speeds the process and frees employees for more urgent and income-generating activities. The software can keep track of how long it’s been since a given customer has placed an order and trigger a relevant marketing message based on each customer’s profile. Lead management becomes simpler depending on each B2B operation’s size, buying process and seasonal ordering habits. Salesforce fosters bidirectional customer engagement with the following features:

 

 

Automatic reporting and tracking

 

 

Email notifications that are forwarded to relevant staff

 

 

Security and authorization protocols that make it easy for customers to grant or deny access

 

 

 

 

Customizable access and pricing levels

 

 

Easy connections with existing systems to provide a full range of customer-facing features

 

 

Automated approval processes for buying committees and multiple decision-makers

 

 

 

 

Calculations of custom orders, taxes for different tax jurisdictions and shipping costs for multiple carriers

 

 

Real-time data-sharing for verified information

 

 

Sales and login trends pushed as user activities for sales reps

Salesforce Offers Unique B2B Advantages

 

The advantages of integrated Salesforce back-office software extend to customer service. Integration is a critical step because back-office software runs on data from the front-of-the-house third-party connections. A well-designed system automates many business functions that include collecting real-time business intelligence about industry trends and competitor marketing initiatives. Salesforce apps can streamline back-office tasks such as managing sales from multiple platforms and outside sales staff, providing intuitive customer service, fulfilling simple and complex orders and organizing a seamless inventory management system.

However, the greatest advantage of Salesforce integration probably is the software’s ability to improve customer satisfaction. All of the data feeds into customer-facing apps and features that allow customers to perform an ever-increasing number of actions from any computing device. These include managing accounts with complex needs such as split shipping, granting and denying access and buying limits to internal staff members, providing direct access to shippers and calculating invoices with complex requirements such as multiple pricing tiers, customized products and incentive offers.

Integrating Salesforce creates a turnkey platform that captures data, deploys information everywhere it’s needed and automates back-office accounting, which saves money and empowers customer self-service applications. Salesforce and eCommerce make it easier to use for both customers and staff members with such features as automatic alerts, two-way communication options and real-time information gathering about customers.

Using CRM Software to Its Best Advantage

Customer Relationship Management software guides a given company’s interactions with both current and prospective customers. CRM—when fully integrated into a company platform’s API layer—offers the following B2B benefits:

 

 

Provide Call Center Efficiencies

Managing customers can often be a full-time effort, and doing it well requires detailed information about each customer, decision-maker and department head. Gathering this information manually is extremely difficult, and the information has to be stored and used when it’s relevant to secure an order or handle a complaint. Salesforce integration provides accurate and easily accessed records of all customer transactions and browsing habits.

 

 

Increasing Conversion Rates

Intuitive customer displays and recommendations can be triggered automatically based on ordering history, past browsing habits and real-time product research. These actions increase conversion rates, generate leads for sales departments and upsell customers with accessories, related products and more profitable items. Simplified ordering reduces cart abandonment rates.

 

 

 

 

Generating Leads and Referrals

Existing customers are a company’s greatest resource, but many companies fail to use their customer service departments and in-house data effectively to strengthen customer loyalty. Happy customers are more likely to recommend a company’s products and services to others.

 

 

Providing Positive Online Experiences

Salesforce eCommerce integration improves customer satisfaction by providing great customer experiences that include easy self-service, automatic calculations and fast fulfillment of custom orders. Everything that customers do will be documented so that customers get intuitive service when they access a company’s sales platform. Only about 41 percent of C-suite executives use information gathered from customer engagement to provide better experiences and plan better marketing campaigns. [4]

 

 

 

 

Selling Professional Services

Integrated Salesforce software provides the apps that can manage company activities such as special projects, timekeeping for outside sales and service staff and business expenses.

 

 

Collaborating on Events

Special sales, trade shows and signature events are easier to manage with specialized apps from the AppExchange. B2B companies can collaborate with multiple partners. Available apps on the AppExchange include Appirio Calendar Sync, project management applications and lead and opportunity dashboards for sales staff.

 

 

 

 

Adding Cloud-Based Efficiencies

Integrated Salesforce CRM software provides cloud-based efficiencies that allow companies to send marketing brochures to prospective customers, connect with Facebook to build customer relationships and run websites and applications in the cloud. The technology can handle 250 thousand monthly page displays or 500 thousand in the enterprise edition of the software.

 

 

Providing Intuitive Self-Service Options

Customers can research their products, get details about the supply chain, consult FAQs for answers to their questions and even connect with third-party resources for more detailed information.