Salesforce1 mobile is the hot topic for this year’s series of global events organized by Salesforce ahead of the annual year-end finale event, Dreamforce, in San Francisco.
Last week, the Salesforce1 Tour stopped in Chicago where Salesforce leaders and partners built on Salesforce’s 2013 tour theme of becoming a “Customer Company.”
Becoming a customer company means delighting customers by creating a highly engaging atmosphere that makes life better by solving problems faster, easier and with more value. The same goes for employees who can stand to benefit from apps that streamline their work.
What Salesforce wants to emphasize this year is that mobile has become a critical element in that effort to become a customer company.
“Every company here needs to be able to take advantage of all this cloud, mobile, social and connected technology to connect to your customers in a whole new way,” said Fergus Griffin, salesforce.com Senior Vice President of Solutions Marketing. “With Salesforce1 you can wrap communities around any aspect of your business process. You can make sure any mobile app you build is a connected application.”
But how does Salesforce1 help companies become more customer centric?
Mobile apps give employees all the tools they need to provide excellent customer service and support from any device they choose and in any location. Customers no longer have to wait for a sales rep to return to the office to check inventory, pricing or product specifications. And, technicians can access troubleshooting diagnostics for machines that go down in the field remotely so they can get them back in service quickly.
Customer-facing mobile apps built on the Salesforce1 platform such as LevelUp, Amp Energy drink and Lyft, are also transforming the way people connect. These apps solve everyday problems quickly, easily and cost effectively for their customers through the power of mobile and cloud technologies.
“Mobile devices are not an accessory; they are the essential and first thing people grab in the morning and look at before they go to bed,” said partners during the Salesforce “Voice of the Partner” forum before the Salesforce1 Tour. “Apps have to be fully functioning on mobile.”
What can you do to make sure your employees are taking full advantage of Salesforce1?
It all goes back to understanding the needs of your users. Define the mobile app features that will help your team achieve their goals. Talk to your marketing department about what aspects of customer service will delight your target market, and then determine how a mobile app will help meet those needs.
And remember, Salesforce1 was not meant to be an out-of-the-box application. One of the hallmark benefits of Salesforce1 is that developers can more quickly and easily customize and build mobile apps that meet your unique requirements. If you are experiencing adoption problems, revisit your user requirements and understand adoption roadblocks. Maybe you need a custom Visualforce page or an integration. Or perhaps a third-party app or even some simple training and process mapping will ease the transition to mobile.