Salesforce.com, Inc. (NYSE:CRM) Redesigning Its Service Cloud, Adding Analytics
Salesforce.com, Inc. (NYSE:CRM) continues to roll out reforms that it believes are favorable to its various cloud services. The company’s latest focus is on Service Cloud, which will also get the famous Lightning interface to make it simpler and easier to use. Moreover, the company is adding analytics to Service Cloud. Earlier, Salesforce announced that it was bringing Lightning interface to its other cloud service called Sales Cloud.
Salesforce has lined up a number of upgrades for its clouds. The company is also keen to venture into new sectors that it doesn’t already have a presence in, such as finance services.
Looking at Salesforce.com, Inc. (NYSE:CRM)’s move to redesign Service Cloud, the company is clearly playing to the need for new and better customer support channels. Agents and their managers are looking for tools that enable them to get in touch with clients virtually everywhere, think about continuing service functions on mobile, in the car and other device platforms.
The Lightning interface that Salesforce is bringing to Service Cloud will support omnichannel access to productivity and intelligence tools that reps and their bosses require for better results.
By bringing analytics to Service Cloud, Salesforce.com, Inc. (NYSE:CRM) hopes to enable agents and their managers to work smarter. Of course, there is also the issue of Salesforce trying to bring some differentiating factors to its offerings.
According to Salesforce there will be nothing complex in its revamped Service Cloud, for example, reps won’t feel any pressure working with the new Service Cloud. Instead, the company says things have been simplified to ensure more productivity. The enriched Service Cloud will be widely available starting February 2016.
Salesforce keep innovating
For the better part of this year, Salesforce has been working on building and rolling out new tools and features for its various clouds. The idea is that the company is working to deliver a next-generation cloud experience and bring more competitive advantage to its products.
Besides enriching its existing solutions, Salesforce.com, Inc. (NYSE:CRM) has also been developing for new industry. Among others, the company is training its eye on the finance services sector.
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