Salesforce (NYSE: CRM), the global leader in CRM, today announced it has once again been named a Leader by Gartner Inc. in its 2023 Magic Quadrant™ for Enterprise Low-Code Application Platforms.

Why it’s important: According to Gartner®, “By 2025, 70% of new applications developed by enterprises will use low-code or no-code technologies, up from less than 25% in 2020.”

The Salesforce perspective: “Companies today are looking to reduce costs and drive efficiency by building apps and workflows faster, which is why so many are turning to low-code solutions,” said Patrick Stokes, Executive Vice President and General Manager, Salesforce Platform.

We’re thrilled to see that Gartner has recognized us as a Leader in the Magic Quadrant for low-code application platforms, as we have designed our Salesforce Platform to empower fusion business and IT teams to build and extend their Customer 360 with low-code automation and development solutions that help them meet today’s challenges.

Patrick Stokes, Executive Vice President and General Manager, Salesforce Platform

Zoom out: Across multiple industries, customers like Vonage, Schneider Electric, and CarMax have adopted low-code practices to accelerate speed to market, eliminate manual work, and reduce the costs of traditional software development.

The customer perspective: “As a global leader in business cloud communications, we are always looking for ways to enhance productivity and efficiency,” said Savinay Berry, Executive Vice President, Product and Engineering, Vonage. “Salesforce’s solutions have helped us to automate workflows that allow our teams to collaborate more easily, drive value for customers, and fuel our international expansion.”

More information: Download a complimentary copy of the Gartner 2023 Magic Quadrant for Enterprise Low-Code Application Platforms here.

Gartner, Magic Quadrant for Enterprise Low-Code Application Platforms, 10 January 2023, Paul Vincent, Oleksandr Matvitskyy, Mike West, Adrian Leow, and Kimihiko Iijima

GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Failing to complete digital transformation initiatives costs organizations an estimated $9.5 million annually

A third of organizations plan to invest in Robotic Process Automation (RPA) to drive efficient growth

Demand for automation surges across non-technical teams such as HR, marketing, and product

New data shows that business application volumes within organizations have increased nearly 10% in the past year, surpassing 1,000 on average. However, less than 30% are integrated, creating data silos that lead to rising costs, duplicated work, productivity bottlenecks, and disconnected experiences.

MuleSoft’s annual Connectivity Benchmark Report surveyed 1,050 CIOs and IT decision makers to better understand these challenges and what organizations can do to succeed amid economic uncertainty.

Integration challenges slowing digital transformation efforts  

Integration lies at the center of digital transformation and connected user experiences. However, 80% of respondents say integration challenges are slowing their efforts — leading to data silos and disconnected departments. 

The good news? New technology is solving these problems and making integration easier. Some of the world’s biggest companies are using real-time data technologies to integrate, ingest, and store real-time data streams at massive scale, with built-in connectors that bring in data from every channel (mobile, web, APIs), legacy data through, and historical data from proprietary data lakes.

API-led connectivity helps businesses integrate apps and data 

As organizations become more digital-first and cost-focused, the vast majority (99%) are using APIs to integrate apps and data to create exceptional customer experiences and generate revenue. 

With rising demands, IT looks to automation to support non-tech workflows 

IT teams that manage an organization’s tech operations are increasingly looking to automation for efficiency and organization-wide productivity solutions. RPA — which enables teams to automate business processes and tasks with bots — is one automation technology seeing rapid adoption across enterprises, with 33% percent of organizations investing in the technology. 

Businesses have saved up to 109 billion hours every month using automation tools that enable employees to focus on higher value work. By taking a unified approach to integration, API management, and automation, businesses are able to drive efficiency, agility, and continuous innovation.

As digital transformation moves ahead, cost of failure rises

Despite an increase in IT project volume (41% growth year over year), most (69%) organizations are ahead of schedule on digital transformation progress due, in part, to infrastructure improvement. However, the cost of failure to complete projects has risen, adding risk to business’ bottom lines.

“We’ve seen significant investment and dedication from businesses looking to digitally transform. Even amid uncertain economic conditions, digital transformation efforts are well underway, and even speeding up in some cases,” said Matt McLarty, CTO, MuleSoft. “However, integration efforts are lagging, and without this, businesses cannot realize the full value of their data and application capabilities.”

Integration tools and automation help close that gap, enabling productivity, efficiency, and innovation gains that will allow businesses to achieve innovation gains that will propel businesses forward.

More information:

Methodology

For the eighth annual Connectivity Benchmark Report, MuleSoft, in partnership with Vanson Bourne, surveyed 1,050 IT leaders from global enterprises. The goal was to uncover how much value businesses actually gain from digital transformation, and to understand IT leaders’ most successful strategies for achieving digital transformation goals. The online survey was conducted between October 2022 and November 2022 across the United States, the United Kingdom, France, Germany, the Netherlands, Australia, Singapore, Hong Kong, and Japan. Only suitable candidates participated in the survey and were verified by using a rigorous multi-level screening process. All respondents work at an enterprise organization in the public or private sector with at least 1,000 employees and hold a managerial position or above in an IT department.

*Survey respondents stated on average they spent $11,666,820 on IT staff (both on employee salaries and external contractors) over the last 12 months.

Cumulatively survey respondents stated on average their IT teams were spending 40.31% of their time designing, building, and testing custom integrations.

2023: $11,666,820 x 40.31% = $4,702,895

In healthcare and life sciences, disruption is always near. Whether swift change arrives through new regulations, soaring consumer expectations, or a global pandemic, operational and consumer goals require agility. But how can healthcare and life sciences become nimbler in 2023, in the face of evolving business models and tightening budget constraints? The answer is digital transformation. While 99% of organizations in the sector consider this approach worth exploring, just 12% are fully digital, according to new Salesforce research. That means the year ahead is ripe for innovation.

What Is Digital Transformation for Healthcare?

Digital transformation is the process by which healthcare and life sciences organizations overhaul the enterprise, integrating disparate data, connecting decision makers to real-time insights, and automating burdensome administrative tasks. It’s an undertaking that shifts a company from the on-premises, manual, siloed past to the cloud-based, automated, connected future. As healthcare begins to navigate a difficult year, digital transformation promises to create efficiencies while reducing costs. Across the industry, organizations say that goal is their top priority for the next two years, according to Salesforce research. Digital transformation offers the agility that organizations need if they are to do more with less.

Research from Salesforce shows that healthcare and life sciences companies expect, above all, digital transformation to result in improved organization-wide data management, lowered operational costs, and automated workflows. 

Technology is poised to reduce administrative costs, which make up about one-quarter of the nearly $4 trillion spent on healthcare annually in the United States. 

Going digital is particularly appealing amid a wave of consumerization in which nearly three-quarters of industry executives prioritize improving consumer trust and satisfaction.

Macroeconomic turbulence is exacerbating recent challenges, such as high costs and increasingly distributed workforces. Globally, Salesforce research shows, 57% of healthcare and life sciences organizations work under a hybrid model, a figure slated to grow to 63% within two years. Integrating electronic health data is a longstanding industry goal, and as more care and operations occur outside traditional settings, interoperability becomes even more challenging — and even more important.

By consolidating and democratizing data, digital transformation delivers the flexibility that healthcare and life sciences need to address incessant pain points and respond to new needs.

Picture this: Healthcare professionals use innovative software to access unified, real-time clinical data and then extract insights with artificial intelligence and machine learning. That gives care teams a holistic snapshot of patients, allowing informed care decisions in the clinic and through virtual care. Automation then streamlines information exchange between payers and providers. It’s all possible today.

“The benefits of digital transformation in healthcare can be truly lifesaving, both for organizations and the consumers they serve,” said Dr. Geeta Nayyar, SVP, Chief Medical Officer at Salesforce. “As budgets shrink and costs skyrocket, the healthcare and life sciences industries have no choice but to invest in technology that enables them to do more with less.” 

Life sciences companies may have provided a glimpse of what’s to come when they said they plan to keep 99% of the digital tools first adopted during the Covid-19 pandemic. Yet the ways in which healthcare leverages technology is already evolving to help organizations overcome new obstacles.

Here are some major trends that stand to influence digital transformation for healthcare and life sciences in 2023.

Care from anywhere

The people have spoken: They love telemedicine. As patients push for access to virtual care, 80% of consumers say they want access to remote patient monitoring. Offering alternatives to in-person visits is especially beneficial to the 47% of lower-income consumers who experience challenges getting to doctor’s appointments. 

To meet the demand, healthcare organizations need the digital infrastructure to support diverse patient needs. Solutions that enable remote patient monitoring, intelligent appointment management, medication management, and regulatory compliance are essential to that mission.

It’s not enough to offer virtual care. You need digital innovations that bring healthcare to where people are and simplify everyone’s lives, from patients to pharmacists to physicians.

Dr. Geeta Nayyar, SVP, Chief Medical Officer at Salesforce

 A hybrid workforce

The hybrid model — a blend of remote and in-person work — may have grown more popular since 2020 as a matter of necessity, but its impact will remain. Since Covid-19, 78% of employees said their employer was either planning to introduce new ways of working or already had — up from 9% in 2019. Nearly 90% of healthcare executives say remote work improves competition for talent, and Salesforce research shows 75% of pharmaceutical companies and 68% of medical devices companies are already hybrid. More organizations expect to follow in the next two to five years.

More than half of healthcare organizations invested in digital collaboration tools that support remote work. Yet just 35% of industry applications and systems are split both on premises and on the cloud, according to Salesforce research. Eighty percent of healthcare and life sciences organizations that have migrated their customer relationship management platform to the cloud say it has helped them drive revenue, lower costs, and meet goals.

Healthcare and life sciences organizations that invest in automated workflows and internal digital collaboration tools position themselves to lower costs and reduce the time required to complete tasks.

“More productivity with fewer resources sounds like a pipe dream,” Dr. Nayyar said. “But it’s totally achievable if you implement the technologies that empower your team to do their best work, no matter where they are.”

Evolving business models

Forty percent of healthcare and life sciences executives point to fundamental shifts in the healthcare value chain as a top external disruption factor. Consider retail health, which has given rise to convenient clinics in grocery stores and shopping plazas across the U.S., angling to claim 30% of the primary care market by 2030. As business models adjust, so does technology’s role within an organization — and every segment undergoes a digital transformation all its own.

“Healthcare and life sciences companies are maturing in countless unique directions,” said Amit Khanna, SVP & GM, Healthcare and Life Sciences at Salesforce. “That’s why each organization’s technology strategy must match its specific needs. The key is to overcome data overload so that you can derive and act on meaningful insights, cut costly administrative tasks, and charm consumers.”

Increasing digital differentiation

Since 2020, the share has nearly doubled of healthcare and life sciences leaders who say digital offerings are an important way of gaining a competitive advantage. With rising consumer expectations, 93% of healthcare executives say they’re innovating with a sense of urgency.  

Yet healthcare is one of the least digitally mature industries, and about half of life sciences chief executives concede that prior investments in personalizing the consumer experience aren’t delivering the expected growth benefits. In response, those leaders are shifting their focus toward demonstrating value to consumers. 

There’s no question, however, that digital transformation can produce stark benefits. One study found that technology enthusiasts in healthcare spend almost half as long on administrative work as others do. These tech trailblazers use tools such as AI and speech recognition driven by machine learning, allowing providers to record information at the point of care and cut documentation time by 45%.

Do more with less is the mantra of 2023. That applies internally, to how your organization functions, and externally, to how you engage consumers and deliver exceptional experiences.

Amit Khanna, SVP & GM, Healthcare and Life Sciences at Salesforce

Securely democratizing data

In early 2020, the U.S. Department of Health and Human Services released the Cures Act Final Rule, which calls for open certified APIs to encourage the secure access, exchange, and use of electronic health information. The Centers of Medicare & Medicaid Services (CMS) selected a foundational standard, HL7 FHIR, to support data exchange via secure APIs. Stronger interoperability and data integration promise to enable healthcare organizations to derive value from their troves of data, better engaging and treating patients.

Yet ease of access can’t come at the expense of data security. More than 500 healthcare providers fell victim in 2020 to ransomware attacks, which can result in EHR downtime, ambulance diversions, appointment cancellations, and other setbacks. All told, during the pandemic, roughly one-third of healthcare organizations were hit by ransomware attacks, each costing $1.27 million on average to rectify.

The in-flux nature of healthcare data calls for improved data management. The key for healthcare and life sciences? Consolidate and integrate all available data — and data solutions — to focus on secure, interoperable information that produces actionable insights.

“Data is great, but data overload is crippling,” Dr. Nayyar said. “Healthcare and life sciences need intelligent insights that nurture their success.”

Healthcare’s digital skills gap

Staying on top of 2023’s challenges requires digital transformations that improve data management, integrate systems, and develop a holistic view of the enterprise. Low-code technology platforms that support fast and easy integrations are vital for healthcare and life sciences to realize this vision.

But the industry must also overcome a persistent skills gap. New Salesforce research shows 39% of healthcare and life sciences organizations point to staffing constraints as a barrier to digital transformation. Salesforce’s Global Digital Skills Index, which gathered responses from 23,000 workers, including 1,800 in healthcare, elaborates on the challenge:

Workplace digital skills that healthcare respondents think will be important in the next five years include:

Digital transformation in healthcare: Case studies

Although healthcare innovation has a long way to go, some forward-thinking organizations are showing the industry just what it can accomplish with the right skills and technology.

John Muir Health

Healthcare system John Muir Health relies on building a comprehensive picture of each patient, even if they access care through multiple doctors, hospitals, and clinics. John Muir Health leverages a cutting-edge data platform to unify data while also using the cloud to improve real-time patient communication. 

As a result, patients can ask questions and receive information through their preferred communication channel, such as email or SMS. 

“This technology helps us to truly focus on empathy and put the patient at the center of everything we do,” said David Hook, Executive Director of Marketing & Digital Consumer Experience at John Muir Health.

Humana

As a major U.S. public health insurer, Humana’s leaders had to answer a vexing question: How can you form trusted relationships at scale?

They opted to build a single source of truth, providing teams, partners, and caregivers with a shared view of member data. The digital transformation has eased claims processing and personalized wellness journeys alike.

“Everybody has their own unique journey and healthcare needs,” said Chris Walker, Associate Vice President, Engagement Marketing. “And it’s so important to be able to treat individuals as individuals.”

Advanced Recovery Systems

Integrated behavioral healthcare management company Advanced Recovery Systems used its data platform to stand up its consumer digital health platform, Nobu, in under a month. 

“We’ve been able to offer our patients telehealth services and other behavioral health tools in real time to stay engaged with them along their entire journey,” said Allison Walsh, VP of Business Development at Advanced Recovery Systems. 

Teladoc Health

Teladoc Health is leveraging its virtual care technology to support patient care at scale, providing services to thousands of clients around the world. 

Digital innovations, said Claus Jensen, Chief Innovation Officer at Teladoc Health, allow the company “to deliver transformative, whole-person virtual care.” 

Ovation Medical

Ovation Medical uses the cloud to deliver more secure engagements with consumers online. 

“As a company focused on providing orthopedic and podiatry equipment to thousands of medical facilities throughout the U.S., secure automation and agility are key to our business operations,” said Erik Rost, VP of Sales at Ovation Medical. 

A secure portal, Rost added, allows Ovation Medical “to put our current accounts on autopilot with peace of mind, freeing up our representatives to engage in meaningful conversations about new medical products and how we can further assist our customers.”

Sharpening healthcare digital transformation skills

It’s more convenient than ever to prepare a workforce to undertake a successful digital transformation. For example:

There are also numerous healthcare-specific training opportunities, including three HIMSS certification programs. Harvard Medical School, Columbia Business School, and Florida Atlantic University’s College of Business offer accelerated programs in digital transformation in healthcare. Imperial College London offers a free course.  

There’s also Trailhead, Salesforce’s free online learning platform, which has empowered 3.9 million people to learn in-demand skills for the future of work. Healthcare-specific offerings cover CRM analytics for healthcare administration, cybersecurity, and much more. 

What 2023 holds for healthcare and life sciences companies

As healthcare and life sciences confront new challenges, digital transformation can prime organizations to meet this moment head on. More robust data management strategies, automated workflows, and real-time insights reveal untapped opportunities to create efficiencies and improve consumer experiences. Weathering uncertainty calls for a skilled workforce and technology that enables them to thrive.

Learn more about developing a 360-degree view of healthcare organizations.

Salesforce ProGen — an AI language model trained on the largest protein database available — was featured in this month’s edition of Nature Biotech to show how generative AI can lead to potential solutions for addressing challenges in human disease and the environment.

The Nature Biotech story also reveals the first known 3D structure of an artificial protein designed fully by AI.

Why it’s important: Salesforce ProGen was built on the same fundamental idea as the large-language chatbots that have recently entered the zeitgeist. 

In fact, the Salesforce AI Research team is currently leveraging ProGen to identify potential treatments for neurological and autoimmune disorders such as rheumatoid arthritis and multiple sclerosis. 

Fast fact: Using ProGen, the Salesforce AI Research team tested artificial proteins against natural proteins for antibacterial function in a lab, working with Tierra Biosciences and Professor James Fraser’s lab at the University of California San Francisco. 


The Salesforce perspective: “ProGen exemplifies how generative AI can be applied to bioscience and healthcare in this emerging field,” said Nikhil Naik, Director of Research, Salesforce. “This research reveals how useful large language models can be in designing novel proteins for use in real-world applications.”

ProGen exemplifies how generative AI can be applied to bioscience and healthcare in this emerging field.

Nikhil Naik, Director of Research, Salesforce

The big picture: As the world continues to combat disease, evolving proteins from scratch in a laboratory has traditionally been a slow process. 

What’s next: Explore more about ProGen here, and find more Salesforce AI Research insights on the team’s AI Research blog

Editor’s Note: This article originally published in November 2021. It was updated in January 2023 to reflect the latest details on the program.

Salesforce recently kicked off the second year of a mentorship program that provides 25 Black-owned business founders with sponsorship, education, and networking opportunities to help grow and develop their businesses.

Why it’s important: Equality is a long-standing value at Salesforce. 

Driving the news: The year-long mentorship program pairs each mentee with a Salesforce mentor and VP-level sponsor/advocate who aligns with their development goals. 

The Salesforce perspective: 

“I’m excited to be launching the second class of our mentorship program as we continue to work to drive inclusive business practices and empower businesses owned by people of color to help close the wealth gap and advance racial equality,” said Jennifer Browne, Chief Procurement Officer, Salesforce. “Since launching the Racial Equality and Justice Task Force, I’m proud that we have exceeded $100 million in spending with Black-owned businesses, meeting our 2023 goal early.” 

What they’re saying: Ronda Jackson, founder of Decor Interior Design, Inc. and a mentee in the Salesforce mentorship program, shared what she’s most eager to learn over the next 12 months:

Explore further: Learn more about Salesforce’s Supplier Diversity Program here and commitment to Racial Justice and Equality here.

81% of consumers say they will reassess their budget over the next 12 months as they seek more personalized experiences 

52% of consumers say poor quality service is the primary reason they won’t make a repeat purchase

Over 60% expect companies to react instantly with up-to-date information when transferred between departments 

A new global survey of 5,000 consumers reveals critical changes to consumer spending amid inflation and economic uncertainty.

These findings highlight current sentiment on spending and what it will take to earn consumer loyalty in 2023.

Retail, travel, hospitality, media and entertainment most at risk as consumers rethink spending

Consumers are thinking more critically about where they will spend their money in 2023, with 81% saying they will reassess their budget over the next 12 months. 

Retailers are most at risk. Seventy-nine percent of consumers say they will reassess their spending with retail brands over the coming year. Travel and hospitality and media and entertainment also face the potential for lowered spend, with 78% and 70% of consumers, respectively, reporting reassessment plans in those sectors.

Personalized, real-time experiences drive loyalty for spend-conscious consumers

An economy plagued by inflation and staffing shortages hasn’t lowered consumers’ expectations for top-notch service. Fifty-two percent, in fact, expect a better experience from their favorite brands as a result of the current economic climate.

The good news is these same consumers are clear about what they believe makes an improved experience.

Seventy-two percent say they will remain loyal to companies that deliver faster service, and 65% say they will stay loyal if the company offers a more personalized experience. 

Consumers also expect brands to use their data to offer more relevant customer services, with over 60% reporting they expect companies to react instantly with the most up-to-date information when transferring across departments. Bolstering trust can also be an opportunity for loyalty; 76% of consumers say that companies that provide data security will encourage their loyalty.

Disconnected experiences spark frustration for consumers

On the flip side of the coin, consumers were also willing to report what made for a poor experience.

They reported top frustrations ranging from disconnected experiences (40%), to being asked questions that they’ve answered before (35%), and being offered products that aren’t relevant to them (33%). 

When added together, frustrating experiences create negative brand perceptions — and possibly, a future customer lost. According to 52% of consumers, poor quality service is the primary reason that prevents them from making a repeat purchase.

Real-time data drives exceptional customer experiences 

Research shows that personalized customer experiences are no longer ‘nice to have,’ they are essential to competing in a changing economy. 

Real-time data offers a path for companies that want to compete in this new economy and deliver the personalized experiences consumers expect. When pulled together into a single source of truth, real-time data offers rich and actionable insights that can help deliver intelligent and connected customer experiences. 

To retain market share and drive revenue growth amid macroeconomic uncertainty, brands need to ensure their offerings stand out from their competitors. That requires more than just a great product at a low price. Today’s consumers want personalized experiences and faster service, and they’re ready to shop around if their expectations aren’t met.

Matt McLarty, Global Field CTO, MuleSoft

“Companies that want to increase customer loyalty must leverage real-time, intelligent, and automated technology solutions that support seamless connected experiences and personalized journeys,” continued McLarty. “Businesses must be capable of both understanding and acting on their data. This will mean the difference between thriving or surviving as businesses navigate challenges in 2023.”

More information:

Research Methodology

Salesforce conducted this global survey in partnership with Survey Monkey in December 2022. The total sample size was 5,038 adults: UK (1,015 adults), U.S. (1,008 adults), Canada (1,006 adults), Australia (1,005 adults), and Singapore (1,002 adults). The figures are representative of adult populations (aged 18+).

Quick take: Research from Salesforce unpacks the forces shaping field service operations as companies adapt to growing customer expectations, new technologies, and an uncertain economic environment. 


Efficient, personalized customer service is more important than ever — especially when it’s in someone’s home or business. 

Today, 88% of customers say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company’s front lines, field service teams have a unique opportunity to manage these expectations and grow customer relationships through interactions that drive repeat revenue. Amid economic uncertainty, these efforts can unlock field service’s potential as a key revenue driver. 

To understand what organizations need to succeed in these efforts, Salesforce today shared a deep-dive look at field service from its recent State of Service survey data with global* insights from 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations.

Decision makers view field service as an emerging revenue driver 

Field service teams are often a company’s first physical contact for customers — a vital role that, if done well, can lead to loyal customers. In fact, 86% of decision makers at companies with field service teams believe these teams are critical to growing the business. This favorable view extends to workers themselves, with 52% of high-performing field service workers — those with self-reported excellent customer satisfaction rates — saying their company’s management views customer service as a revenue generator.

With product expertise and knowledge of customer purchases, service history, and usage data in hand, field service teams can tailor recommendations to every customers’ unique needs. That’s why 82% of organizations with field service depend on their mobile workers to upsell products and services.

of customers say that the customer service they receive influences their future buying decisions.

Field service drives productivity, cost savings, and better employee experience 

Technologies used by field service organizations that leverage automation and AI help reduce response times and increase first time fix rates, enabling mobile workers to serve more customers faster and boost customer satisfaction. 

These technologies also drive cost savings. An overwhelming majority (94%) of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management — an important consideration as organizations look for ways to cut operational costs without compromising customer satisfaction.

For example, remote field service technologies like video support and self-service pages reduce truck rolls, saving organizations time and money while resolving customer issues faster.

Eighty-four percent of service decision makers say they see major returns from their field service investments. High-performing field service management users cite increased agility (90%), higher productivity (55%), and improved job satisfaction (53%) using field service management tools. Field service agents also note the advantages, with 93% of mobile workers in high-performing organizations saying job satisfaction is a major benefit. 

of decision makers consider frontline service teams critical to growing the business.

AI and automation power better customer service in support of overloaded mobile workforces

According to Salesforce’s latest State of Service report, case volumes for most service teams (54%) rose between 2021 and 2022. In response, many organizations have bolstered mobile workforces by increasing budgets (62%) and headcount (61%) over the past year. 

Most mobile workers (66%) feel empowered by management to treat customers with empathy, but 82% struggle to balance speed and quality when providing service and support. This is where AI and automation have an essential role in delivering exceptional customer experiences at scale. 

Seventy-eight percent of high-performing field service organizations — those with self-reported excellent customer satisfaction rates — use AI, and 83% use workflow automation, versus 59% and 68% of underperforming and moderate performing organizations, respectively.

With AI-powered tools like chatbots, mobile workers can efficiently schedule appointments, get real-time updates, and find answers to questions quickly. Using conversational AI, service agents can instantly transcribe conversations, saving time and eliminating the need for customers to repeat themselves. Automation-enabled workflows make it easy to create new accounts, place equipment orders, schedule appointments, and automate away time-consuming, mundane tasks. This provides more time for agents to establish long-lasting customer relationships. 

Field service technology helps companies deliver success now

The field service management market is expected to grow to an estimated $8.06 billion by 2028 as companies work to meet increasing customer demand while keeping costs under control. 

The companies that use field service technologies that leverage AI and automation are setting themselves up for success: Boosting employee productivity, increasing customer satisfaction, reducing costs, and building brand loyalty. 

More information:

Methodology

*Data is based on a subset of a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses from customer service professionals across 36 countries in North America, South America, Europe, Africa, and Asia Pacific. This subset includes 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations. All respondents are third-party panelists. 

Salesforce today announced the results of the Total Economic Impact™of Salesforce Marketing Cloud study¹ conducted by Forrester Consulting, which interviewed five customers at organizations using Marketing Cloud to evaluate cost savings and business benefits.

Why it matters: With economic uncertainty creating tighter budgets and headcount shortages, marketers are under pressure to increase efficiency, boost sales, and lower costs while continuing to meet customers’ increasing digital-first expectations

Driving the news: In the study, Forrester found that a composite of the results from the five organizations using Salesforce Marketing Cloud yielded a return on investment (ROI) of 299% over a three-year period. Forrester also found that Marketing Cloud:

What they’re saying: “After the investment in Marketing Cloud, the interviewees gained the ability to capture, analyze, and act on higher quality insights more quickly. This improved the efficiency and effectiveness of marketing campaigns, enabling marketers to create more powerful and targeted digital experiences for engaged customers,” explained the Forrester study.

The customer perspective: “We’re able to do more, better, and iterate much faster because of the systems in Marketing Cloud,” said the director of marketing operations at a digital marketing company who was interviewed for the study.

Without it, we wouldn’t be able to do the sheer number of campaigns or get leads to our market as fast.

The Salesforce perspective: “Marketers everywhere are looking to technology for ways to lower costs, speed time to value, reduce complexity, and drive long-term value for their business,” said Bobby Jania, SVP, Marketing Cloud, Salesforce.

Zoom out: “By conferring operational efficiencies and boosting marketing effectiveness, [Salesforce Marketing Cloud] can help organizations efficiently grow revenues, reduce costs, and drive personalized customer value for business and consumer facing organizations,” the Forrester study stated.

Fast facts: Salesforce Marketing Cloud is a leading digital marketing solution that helps companies make every moment count with real-time data. 

Go deeper: Download the full study here.

¹ The Total Economic Impact™Of Salesforce Marketing Cloud, a December 2022 commissioned study conducted by Forrester Consulting on behalf of Salesforce.

Total Economic Impact is a methodology developed by Forrester Research that enhances a company’s 

technology decision-making processes and assists vendors in communicating the value proposition of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders.

The Total Economic Impact of Salesforce Marketing Cloud was developed through interviews with five customers that had deployed Salesforce Marketing Cloud. Forrester aggregated the interviewees’ experiences and combined the results into a single composite organization, a global organization with $500 million in annual revenues and $20 million in digital marketing spend.

Walmart Commerce Technologies has announced a partnership with Salesforce to provide retailers with technologies and services that power frictionless local pickup and delivery for shoppers everywhere. Walmart Store Assist technology and Walmart GoLocal local delivery solutions will be available through AppExchange to help retailers thrive in today’s hybrid shopping world.

Customers today expect seamless in-store and online experiences with convenient fulfillment options, but creating and managing these complex in-house, omni-channel solutions can be a challenge for retailers. With Walmart and Salesforce, retailers will be able to:

“Shoppers continue to expect brands to deliver highly connected and frictionless experiences across physical and digital touchpoints. In fact, one in five online orders placed the weekend before Christmas were picked up in-store,” said Rob Garf, VP and GM of Retail, Salesforce. 

With the combined power of Walmart and Salesforce, retailers can drive success with best-in-class technology to advance their omnichannel capabilities, drive efficiency, and ensure that every purchase quickly gets into the hands of the shopper – no matter where they are.

Rob Garf, VP and GM of Retail, Salesforce

“Salesforce is thrilled to partner with Walmart as it transforms its business and further expands into the digital technology market,” said Tyler Prince, Executive Vice President, Alliances & Channels, Salesforce. “Through this partnership with Salesforce, Walmart can grow its business in new ways by productizing its proven retail processes – empowering other retailers to create new and personalized experiences for their customers.” 

Explore further: 

Advanced Turf Solutions and Newell are turning to Salesforce to accelerate digital commerce, reduce costs, and get closer to their customers 

Today, Salesforce unveiled new commerce innovations designed to help companies in any industry build customer loyalty, deliver frictionless experiences from discovery to fulfillment, and personalize every interaction.

Eighty-eight percent of business buyers and consumers say the experience a company provides is as important as its products or services. Commerce Cloud unifies customer and order data to create a connected and personalized buying experience for businesses and consumers across marketing, sales, and service touchpoints.

“With these new commerce innovations available on the Salesforce platform, companies across industries as diverse as manufacturing, healthcare, tech, and consumer goods can harness the power of automation and unified customer data to embed personalized commerce opportunities – enabling customers to grow revenue and margins while driving efficiency and cutting costs,” said Scot Gillespie, EVP and GM of Commerce Cloud, Salesforce.

Commerce Cloud helps build trusted experiences in healthcare and life sciences industry

Healthcare companies expect 46% of revenue to come from digital channels in the next two years. With Commerce Cloud, healthcare organizations can:

Commerce Cloud helps redefine buying experiences for manufacturing companies

According to Salesforce’s Trends in Manufacturing report, 88% of manufacturers say increasing process efficiencies is a priority. With new innovations from Commerce Cloud, manufacturing and automotive companies are enabled to: 

“Salesforce enables us to make hugely transformational changes to our business behind the scenes, but to our customers we’re just making their buying process easy,” said Tracie Pruden, Chief Information Officer of Advanced Turf Solutions, a green industry distributor and producer of field products and accessories for lawn and landscape management.

Commerce Cloud helps consumer goods companies unlock new sales channels

Consumer packaged goods (CPG) companies expect 58% of their sales to come through digital channels in the next two years. Commerce Cloud enables consumer goods companies to:

“It’s important to Newell that every one of our brands has the flexibility to tell their story and seamlessly connect with customers without interruption,” said Doug Robinson, Director of Solution Architecture for Newell Brands, the consumer goods conglomerate that owns Rubbermaid, FoodSaver, Mr. Coffee, Yankee Candle, and more.

Working with Commerce Cloud allows us to make changes to sites with agility to focus on the consumer’s needs and provide a best-in-class experience.

Doug Robinson, Director of Solution ArchitecturE, Newell Brands

Commerce Cloud helps consolidate data and expand revenue for technology companies 

From high tech manufacturing to software, the tech industry is experiencing key market shifts. With Commerce Cloud, technology companies have the ability to:

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This article reflects the experiences of real Salesforce customers, but your experience may vary. Customers should make their purchase decisions based on their unique needs and the Salesforce products and features that are currently available.

Today, Salesforce announced that the Spring ‘23 Product Release preview is now live.

Why it matters: The Spring ‘23 Product Release includes hundreds of new features that become generally available on February 13, 2023.

Highlights from the Spring ‘23 Product Release

Account Discovery is a dashboard built on top of CRM Analytics and accessible directly from the account list view.

Learn more:


Today, Salesforce unveiled new Commerce Cloud solutions, available this spring, that will enable automakers and dealers to reimagine online sales. This week at the Consumer Electronics Show (CES), Salesforce will also demonstrate how its Automotive Cloud is powering the next generation of car buying, driving, and servicing.

Nearly 75% of all customer interactions during the car-buying process now take place in digital channels, and 88% of customers say the experience a company provides is as important as its products or services. As digitally-fueled car sales increase, vehicles are also becoming more connected. By the end of the decade, it is estimated that connected cars — cars that can communicate and share data with a variety of systems both inside and outside of the vehicle — will make up about 95% of all new vehicles sold around the world, creating an estimated 100 petabytes of data per month that can be harnessed to drive connected experiences.

However, most automotive organizations aren’t equipped with the people, processes, or technology they need to harness this data and deliver connected experiences throughout the car buying and ownership journey.  

“Immersive, connected, and frictionless experiences will be a key differentiator for auto companies in an increasingly competitive market where electric vehicles are standardizing performance,” said Achyut Jajoo, SVP and GM of Manufacturing and Automotive, Salesforce.

With Automotive Cloud, companies can deliver differentiated and personalized experiences at every touchpoint and power the future of connected, software-defined vehicles.

“We are entering a new frontier with limitless possibilities that will completely change how our customers engage with their vehicles,” said Knut Krösche, Head of Digital Business & Mobility Services at CARIAD. “We’re thrilled to be working with companies like Salesforce to offer a powerful ecosystem that will unite the connected car with the connected customer to deliver new experiences.” 

Automotive Cloud’s Vehicle Console gives easy access to comprehensive vehicle information – such as odometer readings, vehicle market value, and service and repair information.

Deliver the future of connected vehicles with Salesforce

With Automotive Cloud, automakers can deliver immersive, in-car experiences powered by real-time personalization. By bringing together car and driver data to orchestrate experiences across marketing, sales, commerce, and service, at scale, automakers can build truly connected experiences with Salesforce. And, with Salesforce Genie Customer Data Cloud, automotive companies can unify their customer and vehicle data across all channels and interactions, such as customer inquiries, service requests, and vehicle data into a single, real-time profile for every customer.

For example, automakers can bring these next generation in-car experiences to life with Automotive Cloud to do things like help drive adoption of their software subscription services by creating a personalized, automated flow that can offer a customer a trial of their new park assist feature before the customer attempts to park their car – enabling automakers to target the right customer, at the right time.

Commerce Cloud provides B2C shoppers and B2B purchasing with immersive, personalized buying experiences based on current location, product feature sets, inventory availability, and more.

Redefine the car buying experience with Automotive Cloud and Commerce Cloud

According to Salesforce’s Trends in Automotive Report, just 26% of Original Equipment Manufacturers (OEMs) and 23% of retailers believe their companies have adapted well to selling online. And, less than one in five auto companies believe their digital storefronts are engaging, mobile-friendly, and provide accurate inventory data.

With Automotive Cloud and Commerce Cloud — now built on the Salesforce platform — auto companies can reimagine the digital car buying experience by: 

Extend the power of Automotive Cloud with the Salesforce ecosystem

Salesforce is also working with major industry players like Amazon Web Services (AWS) to drive more value from connected car data and power exciting new in-car experiences. For example, as shown in a demonstration with AWS at CES (in LVCC West, booth #4001), consumers can expect maintenance alerts through their car’s infotainment system warning that their tires are wearing down, find and schedule a service appointment at their preferred local dealership, and even order and pay for new tires, all from their car’s infotainment system. 

To achieve a software-defined future for the automotive industry, automakers depend on the ability to harness the growing amount of data these enhanced, connected vehicles will create. Working with companies like Salesforce enables us to help automakers unlock value from their data and the intelligence they need to curate the next generation of personalized experiences in the vehicle or on the road.

Wendy Bauer, general manager, Automotive at AWS

“The future of the automotive industry will be defined by software, whether you are buying, driving, or servicing a vehicle,” said Jajoo. “With Salesforce and the depth of the Salesforce ecosystem, automotive companies can bring together a complete view of the driver and the vehicle to power connected, immersive consumer experiences at every stage of their journey.”

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Product Disclosure

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.”