Salesforce have introduced the next generation of its Customer Success Platform, Salesforce Lightning.
For 17 years, Salesforce has been raising the bar for CRM. Powered by the latest cloud, social, mobile, data science and IoT technologies, Salesforce has set a rapid pace of innovation with three major releases every year—and this summer, the company will deliver its 50th release. New Salesforce Lightning advancements include Salesforce SteelBrick CPQ, SalesforceIQ Inbox and Field Service Lightning. In addition, Salesforce announced new packaging for Sales Cloud Lightning and Service Cloud Lightning.
“Lightning is a game-changer for Salesforce and our customers. It is fueling an unparalleled level of innovation across our entire Customer Success Platform,” said Marc Benioff, chairman and chief executive officer, Salesforce. “No other company is delivering this kind of platform, ecosystem and user experience to enable companies to transform themselves and connect with their customers in entirely new ways.”
Salesforce Lightning: One Platform, One Experience
Salesforce has been on a continuous journey for the last 17 years to completely re-imagine CRM for the digital era. In 2015, the company launched the new Salesforce Platform—Salesforce Lightning, a powerful multi-tenant, next-generation metadata platform that provides a consistent, modern user experience across any device. With the Salesforce Lightning App Builder, business users and developers can quickly and easily build apps, and the thriving Lightning Ecosystem provides customers with a broad array of third-party apps and components for everything from financials to human resources, fully integrated with Salesforce. More than 90,000 customers and 55 partner components take advantage of the advanced features of Lightning today.
Sales Cloud Lightning: #1 Sales Platform, Reinvented
Used today by tens of thousands of companies worldwide, Sales Cloud has become the world’s leading sales application. The first of Salesforce’s clouds completely reinvented by Lightning, the new Sales Cloud Lightning provides an entirely new experience for sales reps. New advancements coming to Sales Cloud include:
Salesforce SteelBrick CPQ: Built on the Salesforce platform and leveraging Lightning, SteelBrick CPQ is now part of Sales Cloud with the February 1, 2016 close of Salesforce’s acquisition of SteelBrick. Now Sales Cloud is the industry’s first comprehensive sales platform that offers everything from lead-to-cash, empowering salespeople to sell faster, smarter and the way they want.
Lightning Voice: Natively embedded in Sales Cloud Lightning, Lightning Voice will empower reps to connect with prospects faster with click-to-call, auto-logging of calls, and call forwarding to take calls from anywhere.
SalesforceIQ Inbox: SalesforceIQ Inbox turns employees’ inboxes into a CRM app by bringing the power of Relationship Intelligence to Sales Cloud users directly in their email. The intelligent iOS, Android and Chrome apps combine the power of Sales Cloud data with email and calendar, enabling sales reps to easily manage their email, leads, contacts and opportunities with proactive notifications and smart scheduling.
Sales Wave App: Optimized for sales, the Sales Wave App delivers data-driven insights to reps on any device and empowers them to take action. With Lightning Actions in Sales Wave, sales reps can collaborate, create and update Sales Cloud records directly within Wave. New dashboards for pipeline trending, performance benchmarking and activity management help reps drive better performance and close more deals.
Salesforce1 Mobile: Now with full offline capabilities for iOS and Android, Salesforce1 Mobile users can enter information anywhere, anytime and sync it when they are reconnected. With new, enhanced Wave Charts and Dashboards, Salesforce1 Mobile users now have the power of analytics.
20 new Lightning Sales Components: Lightning Components are the reusable building blocks of modern apps and can be as simple as single UI elements, or as robust as microservices with embedded data and logic. New Lightning Sales Components include Sales Path, Account Insights and Kanban, all designed to enable reps to sell faster and be more productive.
Service Cloud Lightning: #1 Service App, Reimagined
Service has changed rapidly over the last decade, expanding beyond customers contacting vendors via call centers to connecting through channels such as social, email, mobile and in-app experiences. Service Cloud Lightning provides companies with a unified service platform and ecosystem to ensure that every interaction with a customer is an opportunity to create a memorable experience. Today, building on Salesforce’s leadership in service, the company is taking a significant step forward with new innovations for every service employee including:
Field Service Lightning: Organizations can connect their entire service workforce with tools for agents, dispatchers and mobile employees, giving customers a seamless service experience. Dispatchers can leverage smart scheduling to provide automatic, real-time assignments based on employee skills, availability and location. Service employees in the field are able to create and update work orders, and can also change requests and job status from any device, making them more productive than ever.
Omni-Channel Supervisor: Now call center managers have greater insight and visibility into their operations and agents’ workloads, enabling them to allocate resources to provide the best customer experience possible. Capabilities include real-time activity view, operational alerts, filtering and sorting capabilities and dynamic activity tracking and routing to help during high-demand service periods.