Salesforce CRM - Features & Customer Success Story

What is Salesforce CRM software?

Salesforce CRM (Customer Relationship Management) is a leading customer relationship software with ingenious features to manage your presales, sales, aftersales and marketing activities. It has cloud computing technology which allows you to use the whole software suite from a browser without having to download it (“SAAS”), and makes it easier to access customer 360 instantly.

Salesforce Platform

• Analysis: Users can create and subscribe to reports through a drag-and-drop interface
• API Integration: Easily integrate with third-party systems and connect with e-commerce ERP software, logistics and warehouse management, etc.
• Data Loader: Allows you to bulk upload or download of data.
• Salesforce APEX: Unique programming language that allows internal developers to create Salesforce modules quickly.
• Real-time collaboration: Built-in work channels to connect users across the organization.
• User Security: Salesforce itself has stringent security requirements to control login access from users.

Sales Cloud: A sales automation software that helps salespeople move through the sales process better and faster.

• Web To Lead: Embedded code allows you to collect potential customers without having to develop an API, and the data can be integrated with Salesforce.
• Customer Management: Consolidating company contact info into one place.
• Sales Management: Have a defined sales process and quotation template(s) ready to use.
• Process Automation: Automated Salesforce tool that lets you control the order of actions and evaluate the criteria for records.
• Collaboration: Enables teams to share resources in the most efficient manner when working on the same project.
• Event Management: Allows business executives to assign tasks and document their work more efficiently.

Service Cloud: Enables service agents to provide fast, personalized, and context-aware customer service.

• Web to Case: Embedded code allows you to gather customer support requests directly from your company's website and automatically generate new cases in Salesforce.
• Entitlements: Help service agents to verify whether customers are eligible for support.
• Knowledge base: Collect and automatically search for SOP articles in the industry, and provide solutions to problems.
• Omni-channel: Integrate with multiple channels such as websites, community, emails, phone calls, etc.
• Call Center: After the customer service agent takes the call, the system automatically brings out the message, records the conversation, and sets up a case list for follow-up.
• Live Agent: When customers ask questions, they will further be assigned to the corresponding agents for processing.

CRM Development Services - Success Story

The Bag Broker is a wholesaler of flexible packaging, with offices and warehouses in Australia, Europe, UK, Dubai and Taiwan, it provides fully customizable bags with a variety of materials for the coffee roasters and teabag manufacturers.

As the business grew, they realized that it was taking too long to calculate the costs of the goods and inventory. As such, The Bag Broker is eager to implement a Salesforce CRM solution to automate and streamline its sales processes.

4i Tech helps The Bag Broker import Sales cloud

Lead Generation and forecasting: Visualized charts allow managers to easily see their weekly sales performance and monitor the status of their sales pipelines.

Optimizing lead conversion: When leads come in from the website, tasks are automatically generated in Salesforce and assigned to the exclusive agent.

Automate the purchase order process: With the help of the Salesforce API, the external suppliers are able to create quotations for the products in Salesforce, greatly reducing the time it takes for the sales quotations to be processed.

‘’ Salesforce brings together all the scattered data from Outlook and Excel into one place so that you can easily access it.’’ said Holger, The Bag Broker’s Founder & CEO.

Salesforce Certified Partner

4i Tech has been a Salesforce certified partner since 2018, and has implemented Salesforce in a wide variety of industries and use cases. If your organization is considering to use CRM software, contact 4i Tech experts to help you choose the best one for your business.