We all know the stats. Mobile is hot. Enough said.
Salesforce.com recently introduced it's Mobile SDK to enable developers to build great mobile apps to connect Salesforce.com. It's a natural fit with the Social Enterprise vision, allowing Salesforce users to connect to their organizations and applications in new and dynamic ways.
For most Salesforce users, the services provided are focused on acquiring and managing knowledge about the customers to enable better relationships, resulting in better customer service, higher revenue and profitability. The relationships implied Salesforce's Social Enterprise vision are largely People to People. Radian6, Data.com and the daily interactions stored in the Salesforce CRM and platform applications are highly focused on what we would characterize as the inbound flood. The problem is that all of this information is leveraged through what we call the outbound trickle.
The trickle is based on the channels used to reach out or back to a customer - Customer Service Agents, Sales and Marketing interactions being the most common. While these are powerful channels, they don't scale well and are often overkill in terms of cost and complexity. Often customers want to interact in a model of convenience, provided by self-service applications. The challenge has been the lack of flexibility to easily create the same kind of customized interactions as would be expected in person to person contact.
That's where OrchestraCMS comes in. OrchestraCMS lives directly inside the core Force.com platform, leveraging all of the power and data housed in your Salesforce.com organization. All of the flood of information coming in, can be organized, consolidated and delivered to your employees, customers, partners and community through our 3 core web channels - Enterprise Portals, Intranets and Public Web Sites. User preferences, marketing preferences, trending social conversations, transactional information or results from the latest sales call, can be harnessed to deliver a completely unique experience for each site visitor. We don't pretend that this is a complete replacement for traditional person to person contact. But it does allow those customer interactions to scale, and the highly individualized user experience moves the web channel a long way toward parity with traditional personal interactions.
Exponentializing Reach
When mobile is added to our native Enterprise portal, additional capabilities such location based services and custom content are delivered directly to their smart phone or tablet. In one case, one of our customers runs their business on Salesforce.com with 40 employees. They service over 30,000 customers. We built their customer portal to provide a rich, customized user experience based on the services their customers were utilizing. We extended key portal services to their customer's mobile device, using Salesforce.com's Mobile SDK, to ensure that they could access those services wherever they were. One portal, delivered to multiple device types. When services are added to the portal, they're automatically available on the mobile device. When new portal content is added by their marketing and customer support representatives, it automatically appears on the appropriate user's mobile device, based on their use of a service and personal preferences.
Customer service is now focused on more complex and intimate issues, while the portal has expanded the reach of customer service to all of our customers. Not a single new employee was required to dramatically scale customer service. This customer does not have a single IT person on staff. The power of the Cloud realized.
Connect with us to find out how Stantive can help you deliver the next generation in web engagement with your customers and partners. There are over 5 million customers and partners of our customers accessing compelling content and services everyday on OrchestraCMS. We'll help you complete the Social Enterprise vision.
