Salesforce has unveiled the next generation of Sales Cloud, with a focus on automation, personalisation and improved efficiencies.
The changes are all about the new ‘digital-first’ world that has come as a result of the pandemic and prepare for the combination of virtual interactions with face-to-face meetings.
One of the new features is Salesforce Meetings, where, ahead of a meeting, a sales person can have a 360 view of all attendees on a single screen — including account history, open service cases and bios. Once the meeting starts, both the presentation and the presenter are shown together for a more engaging, human connection. After the call, automated action items prompt the salesperson to schedule a follow-up meeting or create a contact for a new decision maker.
There will also now be Einstein Conversation Insights, which analyse video call transcripts to visualize trending keywords, such as product names, or types of interactions, such as competitor mentions. This can help show what customers want to discuss, (price, value, delivery).
To accompany the changes, Salesforce has also released a new survey into how the pandemic has changed work for salespeople. According to the study, 61 per cent of global salespeople people believe their roles have changed permanently since COVID-19 began, while 51 per cent expect to travel less for work after the pandemic than they did before.
“Salesforce created the playbook for sales 22 years ago, and today we’re rewriting it for an all-digital world,” said Warren Wick, EVP AMER Commercial Sales and Chief Revenue Officer, Sales Cloud. “Over the past year, we held more than six million calls with customers to understand what they needed to be successful as they worked to transform their business with more urgency than ever before. We’ve reimagined Sales Cloud to guide every company as they rethink the digital sales experience, from leads to coaching to processing revenue.”
