Salesforce has already helped BlackBerry transform and unite its business, but there’s still more potential to unlock. The company is in the process of deploying Pardot and Social Studio to make customer engagement more proactive and personalized.
The root of the problem: SaaS is a DIY database
Salesforce was part of the birth of SaaS. It replaced on-premise solutions with cloud-based, integrated tools displacing spreadsheets and address books.
Changes in the industry
It’s been said that in the iPhone, RIM “faced an adversary it did not understand.” Apple changed the rules of the competition, leaving RIM flat-footed.
The future: SaaS needs a conscience
Post- Salesforce CRMs will disrupt the industry with the force and suddenness of the iPhone. In the same way Spotify’s personalized playlists improve our experience without requiring our full attention, the new batch of CRMs will use data to make decisions and take action – true automation powered by artificial intelligence.
Increase productivity
Get more done with a Lightning-powered app that knows where you left off.
Work smarter with AI
Make smart decisions faster, and from anywhere with Einstein Analytics and Einstein Search.
Build faster with low code
Create tailored mobile experiences quickly and easily with clicks, not code.
Salesforce App from Salesforce
Salesforce apps extend your data and processes to mobile, helping you take action from anywhere, stay up-to-date, manage leads and opportunities, collaborate with coworkers, and close more deals, faster. Salesforce offers hundreds of useful pre-built apps to address nearly every business management need.
Related Searches
CRM: Salesforce CRM fosters better customer relationships, helping you save money and increase profits.
How Blackberry Reinvigorated Their Case Management System with Service Cloud
- BlackBerryis a mobile-native software and services company dedicated to securing the Enterprise of Things. BlackBerry Secure software provides the embedded intelligence for the Enterprise of Things so that the Internet of Things can thrive. Today’s BlackBerry is a software company with a standard of security for managing the network of mobile and wearable devices, desktops and la…
Project Challenges
- BlackBerry had previously been using an RET case management system, which had been heavily customized causing it to become very slow and cumbersome (BlackBerry service agents were doing more work to get the data they needed). As BlackBerry's processes were focused around their RET system, they needed the functionality of their legacy case management system (queui…
Project Solutions
- Traction on Demand implemented an instance of Salesforce Service Cloud and configured and customized it for BlackBerry's business processes. An emphasis was placed on streamlining case assignments to help service agents work more efficiently. Traction on Demand added a “Get Next” quick action, allowing service agents to move between cases with ease. With custom case assig…
Project Results
- With all operations now on Salesforce.com, Blackberry has greatly enhanced their efficiency. Customer information is all in one place, managed within a single system. Everything from the legacy RET system has been migrated to Service Cloud, so all case management now takes place within Salesforce. Service agents are able to leverage the faster more...