At the London Salesforce1 World Tour in May Salesforce’s COO George Hu promised a number of new sector versions of their Salesforce1 Platform and six weeks later they come up trumps. The new retail-tailored version of its Salesforce1 platform includes Mobile Clienteling - a mobile app for shop floor customer service -, and Salesforce Communities for the retail industry. In addition, Salesforce has made new global alliance partners with Capgemini and PwC to develop further retail solutions built on the Salesforce1 Platform.
Part of the retail solution is Salesforce Mobile Clienteling which gives businesses a 360-degree view of each customer - including their location, purchase history, shopping preferences, social profile and personal information such as anniversary dates and birthdays – which can be used across multiple channels.
The service will allow sales staff to access a customer’s browsing history and past purchases right from an iPad to make recommendations that match their style and budget. View a shopper’s social profile to make product recommendations and offer discounts based on what shoppers are pinning and tweeting about. Additionally staff can create a virtual profile to track customers’ birthdays and anniversaries and get up-to-the-minute information on inventory levels and product data right on their mobile device, instead of having to step away and check a terminal.
Features in Salesforce Communities for Retail, include:
- Customer Communities - Shoppers will be able to connect with a brand and each other to find answers to their questions, get personalised product recommendations and access a retailer’s latest promotions from any device.
- Partner Communities - A retailer’s network of merchants, distributors and suppliers will have instant access to inventory data, a knowledge base of articles and the ability to collaborate with one another to get answers to their questions and drive greater efficiency across the supply chain.
- Employee Communities - Retail employees will have a single platform where they can collaborate more effectively with one another regardless of where they’re located. Marketing teams can share campaign best practices across geographies and sales associates will be able to collaborate with one another and access training documents, handbooks and best practices.
Capgemini and PwC are signed up to build retail solutions on the new platform and are launching with two apps, Capgemini’s ClientAssist which helps store associates upsell and deliver a better and more intimate level of customer service and PwC’s Total Retail Clienteling that provides an integrated and personalised customer experience across store, social and mobile channels.