The upheavals caused by the health crisis have underlined the importance of digitization in companies. They had to rethink the way they interact with their customers on the different channels and collaborate on a daily basis.
In its latest white paperSalesforce, reveals that more than 70% of growing SMEs consider that they survived the crisis thanks to their digitalization.
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In this guide, the CRM solutions specialist takes stock of the obstacles that SMEs have had to face in order to become more connected. He goes into detail about the benefits of connectivity and offers a range of tips for successfully connecting your business functions.
What are the advantages of being a connected SME?
SMEs are distinguished from other companies by their human scale and their proximity to their customers. As they adopt an increasingly digital purchasing behavior, it is essential to rethink the experience offered to them. This is where connectivity comes in. It allows the sales team to have a global view of the customer, and customer service to better understand their expectations. On average, this saves twenty hours of work per month.
Each department can therefore work more productively, because the necessary information is at their fingertips and time-consuming tasks are automated. Everyone can focus on their core business and focus on creating a seamless customer experience to increase customer satisfaction. In effect, the Salesforce study reveals that 76% of consumers expect consistent interactions between a company’s different departments. They want to be taken care of immediately, and above all, not to have to repeat themselves at each point of contact.
By connecting business processes, the history of interactions is accessible to everyone in the company. This makes it possible to have a fluid exchange with customers, and to respond more quickly and simply to their needs and expectations. For this, it is also necessary to have updated and unified data. Salesforce reveals that 70% of the data generated by companies is unusable due to its lack of reliability and credibility.
Improving their quality is therefore essential to work more efficiently and make smarter choices. This way, you will develop a data-driven corporate culture. What to gain in productivity. By picking up the Salesforce whitepaper, you’ll learn how connecting your business processes helps drive employee engagement and prepare them for the future of work.
Salesforce tips for doing this
As you will have understood, being a connected SME is a considerable advantage for facing competition, building customer loyalty and working efficiently. Although each business transformation project requires a unique approach, tailored to the specific needs and objectives of the organization, certain best practices are applicable to all.
In its guide, Salesforce reveals a multitude of tips to help you create stronger connections: documenting and mapping processes, soliciting feedback, setting long-term goals, streamlining tools and procedures… to gain agility and efficiency.
To discover in detail the ten recommendations of Salesforce, a concrete case to understand the challenges of connectivity as well as the existing solutions, don’t forget to download this white paper.