As the vacation ownership industry grows, focus on innovation, personalization, and partnerships sets Salesforce apart. By leveraging Salesforce and Tableau, the company ensures its systems, teams, and customer experiences evolve to meet the expectations of modern travelers, delivering on its promise of unforgettable vacations.
How Salesforce Drives Digital Transformation in Governmental Agencies in 2025 In the evolving digital age, government agencies face an increasing demand to modernize their services, improve citizen engagement, and deliver seamless digital experiences. These organizations require transformational technologies that not only streamline internal operations but also adopt a citizen-first approach. Salesforce emerges as a key enabler of this transformation, empowering government agencies with tools to build unified, transparent platforms while fostering efficiency and enhancing citizen interaction. Leveraging Salesforce Commerce Cloud and Salesforce CRM, agencies can overcome common challenges and embrace a more digitally enabled public sector. Let’s explore the pressing challenges government agencies face and how Salesforce provides practical, scalable solutions to address them. 1. Citizen Engagement and Accessibility: Bridging the Digital Divide Challenge: Citizens now expect government services to be as user-friendly and accessible as private-sector experiences. Lengthy response times, disconnected platforms, and inconsistent experiences across digital and physical touchpoints erode trust and hinder accessibility. Solution: 2. Data Security and Compliance: Safeguarding Citizen Trust Challenge: Handling sensitive citizen data requires robust security and strict compliance with regulations like GDPR, CCPA, and other local data privacy laws. Solution: 3. Legacy Systems and Integration: Modernizing Infrastructure Challenge: Legacy systems often limit agility, making it difficult to integrate new technologies and slowing the pace of digital transformation. Solution: 4. Budget Constraints: Implementing Cost-Effective Solutions Challenge: Budget limitations often hinder the adoption of new technologies, especially those requiring significant upfront investment. Solution: 5. Efficient Service Delivery: Streamlining Workflows Challenge: Paper-heavy, bureaucratic processes delay service delivery and frustrate both staff and citizens. Solution: 6. Data-Driven Decision-Making: Analytics for Informed Policies Challenge: Generating actionable insights from vast amounts of data is challenging, affecting policymaking and government efficiency. Solution: 7. Enhancing Collaboration: A Unified Workforce Challenge: Siloed departments hinder collaboration and reduce overall productivity, making it difficult to provide cohesive citizen services. Solution: 8. Real-Time Responsiveness: Meeting Citizen Expectations Challenge: Citizens expect real-time support and proactive communication from government agencies. Delays lead to frustration and diminished trust. Solution: Transforming Government Services with Salesforce Salesforce Commerce Cloud and Salesforce CRM are tailored to address public sector challenges in 2025. By leveraging these tools, government agencies can: Salesforce offers a clear path to a digitally empowered future, enabling government agencies to meet today’s demands while laying the foundation for innovation. Ready to Transform?If your agency is ready to embrace digital transformation, streamline operations, and enhance citizen services, Salesforce can help you get there. Let’s discuss how Salesforce solutions, supported by expert implementation, can drive meaningful change for your organization and your citizens. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce for Manufacturing: Field Service Spark that Fuels Operational Excellence Traffic control ensures vehicles stay on course, avoid disruptions, and arrive safely, safeguarding travelers. Similarly, Salesforce Field Service (formerly known as Salesforce Field Service Lightning) acts as the traffic cop for effective field service management, ensuring seamless operations. It assigns the right tasks to the right technicians with real-time updates and provides essential tools for optimal efficiency. This comprehensive platform addresses routing needs while streamlining processes to boost operational outcomes. “The key is not to prioritize what’s on your schedule, but to schedule your priorities.” – Stephen Covey Salesforce Field Service eliminates guesswork in scheduling. By leveraging data-driven strategies, it enhances operational efficiency and integrates effortlessly into manufacturing workflows. Implementation of this platform results in a 32% increase in mobile worker productivity, making it an essential solution for manufacturers today. To unlock its full potential, partnering with a Salesforce consulting expert like Tectonic ensures the solution is tailored to your specific needs. In this insight, we’ll explore how Salesforce Field Service can optimize manufacturing operations, improve productivity, and transform field service management into a streamlined and efficient process. Understanding Salesforce for Manufacturing Traffic control’s efforts to ensure smooth operations mirror the complexity of managing manufacturing field service tasks. Manufacturers often face challenges such as technician scheduling difficulties and communication breakdowns. Salesforce Field Service effectively addresses these issues with features like: With Salesforce Field Service, manufacturers achieve control, visibility, and operational efficiency, transforming chaos into coordinated success. 90% of decision-makers say their company invests in specialized technology to improve mobile worker productivity. – Salesforce Benefits of Salesforce Field Service in Manufacturing Salesforce Use Cases for Manufacturing Real-Life Success Stories with Salesforce Field Service Why Tectonic is the Ideal Partner for Salesforce Field Service Implementation Problem Statement: A leading electrical appliance manufacturer struggled with outdated manual scheduling, inefficient workflows, and excessive field visits, negatively impacting efficiency and customer satisfaction. Solution Offered: Salesforce implemented Salesforce Service Cloud integrated with Field Service, optimizing scheduling, dispatching, and field operations for enhanced productivity and superior customer service. Results Achieved: Your Path to Field Service Excellence Just as traffic control ensures safe and timely travelts, Salesforce Field Service organizes and streamlines field operations. With its capabilities for real-time scheduling, proactive maintenance, and optimized routing, it becomes an invaluable resource for manufacturers. Tectonic’s Salesforce consulting expertise ensures your manufacturing needs are met with precision. By implementing a tailored solution, you’ll unlock operational efficiency, enhance customer satisfaction, and drive business growth. Contact us now to take your manufacturing success to the next level! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Customer Relationship Management (CRM) systems are the backbone of modern business operations, orchestrating customer interactions, data management, and process automation. As businesses embrace advanced AI, the potential for transformative growth is clear—automating workflows, personalizing customer experiences, and enhancing operational efficiency. However, deploying large language model (LLM) agents in CRM systems demands rigorous, real-world evaluations to ensure they meet the complexity and dynamic needs of professional environments.
If you’re ready to embrace these innovations, reach out to Tectonic for expert guidance on optimizing your Salesforce instance. Together, we can help your organization harness the full potential of these game-changing features.
AWS has unveiled a preview of its latest CX offering: Salesforce Contact Center with Amazon Connect. This solution integrates Amazon Connect’s channels directly within Salesforce Service Cloud, offering businesses a seamless, unified platform for Contact Center as a Service (CCaaS) and CRM.
Skechers Boosts Direct-to-Consumer Sales with Ecommerce Platform Upgrades Skechers, now a global brand in 2024, credits its recent ecommerce platform upgrades for saving time and increasing direct-to-consumer sales. However, it wasn’t always equipped with the right technology to support its massive growth. During Salesforce’s Dreamforce conference in San Francisco, Eric Cheng, Skechers USA Inc.’s director of ecommerce architecture, shared insights into how key technology decisions helped the brand expand and enhance its website and content capabilities. “Today, we’re present in over 180 countries worldwide,” Cheng said, speaking on stage at the Moscone Center. Skechers’ journey began in 1992, and its expansion has taken the brand across borders, reaching millions of customers worldwide. “We connect hundreds of millions of customers through our retail stores and ecommerce platform to deliver a unique experience,” Cheng noted, emphasizing the need to meet the diverse demands of each market. Skechers ranks No. 273 in the Top 1000, Digital Commerce 360’s ranking of the largest North American e-retailers by online sales, where it is categorized as an Apparel & Accessories retailer. Digital Commerce 360 projects that Skechers will reach 0.65 million in online sales by 2024. Ecommerce Platform Challenges Cheng acknowledged that Skechers’ digital transformation wasn’t immediate: “The journey did not just happen overnight; it took time and effort.” Skechers faced challenges in three key areas: content management, scalability, and customer experience. The legacy system was inadequate, lacking robust tools for efficient content delivery, previewing scheduled content, and handling localization. As Cheng described, launching a marketing page often required the content team to be on standby at midnight—an unsustainable approach for 17 countries. How Skechers Solved Its Ecommerce Challenges To overcome these hurdles, Skechers partnered with Astound Digital. Together, they implemented Salesforce Service Cloud and Manhattan Active Omni for order management. Kyle Montgomery, senior vice president of commerce at Astound Digital, joined Cheng on stage and highlighted the goal: “Their vision was to unify, supply, and scale.” This transformation enabled Skechers to bring 17 countries in Europe, Japan, and North America onto a single platform. Jennifer Lane, Salesforce’s director of success guides, also emphasized the flexibility achieved using Salesforce’s Page Designer and localization solutions from Salesforce’s AppExchange. Integrations with Thomson Reuters for tax, CyberSource for payments, and Salesforce Marketing Cloud for personalization further enhanced Skechers’ capabilities. The Results Cheng highlighted three key improvements after the ecommerce overhaul. First, content creation and localization tools improved operational efficiency by over 500%. The time to launch in new markets was dramatically reduced from five months to just a few weeks. Additionally, Skechers saw a notable sales boost, with a 24.5% increase in its direct-to-consumer segment during Q1 2023. Skechers’ success demonstrates the significant impact of a well-executed ecommerce platform upgrade, allowing the brand to scale globally while improving customer experience and operational efficiency. Contact Tectonic to learn what Salesforce can do for you. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
EVPassport, a global leader in EV charging networks, announced an expanded partnership with Salesforce to enhance its customer experience through the deployment of Salesforce Service Cloud. This initiative solidifies EVPassport’s standing as a top provider in the EV charging space, recognized for customer satisfaction, loyalty, and reliability. With Salesforce Service Cloud, EVPassport can deliver more personalized, efficient service and support to its enterprise, commercial customers, and electric vehicle drivers. The platform enables deeper insights into each driver’s journey, resulting in a seamless, tailored experience. Hooman Shahidi, co-founder and CEO of EVPassport, highlighted the significance of Salesforce in driving the company’s next-generation mobility experience, stating, “As we build the mobility experience of tomorrow, having the right partners is crucial. Salesforce’s innovative solutions will help us exceed the evolving needs of our customers, sites, and communities.” By leveraging Salesforce’s AI, data, and CRM capabilities, EVPassport aims to strengthen customer connections and improve operational efficiency, ensuring a forward-thinking approach to EV charging for years to come. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce’s tailored solutions for the high-tech sector, paired with Tectonic’s expertise, can help your business keep pace with innovation and stay ahead of the competition. From integrating cutting-edge tools to optimizing workflows, we provide the strategic insights and technical know-how you need to succeed.
The rise of AI-powered solutions is transforming customer service, support, and automation. For organizations such as nonprofits, national associations, and large enterprises, delivering seamless customer experiences has become crucial. Salesforce’s Agentforce, a next-generation conversational AI tool, plays a vital role in this transformation. Designed to elevate customer support and interaction, Agentforce provides an intelligent and scalable solution for integrating AI chatbots into content management systems (CMS) like WordPress, Drupal, and HubSpot. Salesforce Agentforce Integration. In this detailed feature review, we will dive into the extensive capabilities of Salesforce Agentforce, analyzing its role as a conversational tool, its technical requirements, and the benefits it provides for nonprofits, national associations, and businesses. We’ll also compare its applications across various CMS platforms like Drupal, WordPress, and HubSpot, exploring its potential as a powerful AI assistant for website automation and customer interaction. Salesforce Agentforce: A Technical Perspective Salesforce Agentforce is an advanced AI-driven conversational assistant that seamlessly integrates into the Salesforce environment. By tapping into Salesforce CRM’s vast data resources, Agentforce serves as an intelligent interface, automating everything from initial customer inquiries to more personalized interactions. Utilizing natural language processing (NLP) and machine learning, it continually refines responses and scales interactions, making it an indispensable tool for organizations aiming to enhance customer service workflows. Agentforce integrates smoothly with Salesforce Service Cloud, automating both live chat support and chatbot responses. Additionally, it can connect with third-party platforms, including popular CMS solutions like WordPress, Drupal, and HubSpot, allowing organizations to centralize customer service operations in one interface. Core Features and Technical Architecture of Agentforce Natural Language Understanding (NLU) and Processing (NLP) Agentforce’s NLP capabilities are its backbone, allowing it to understand complex human language and respond contextually. This empowers it to manage initial inquiries as well as more sophisticated support requests. Agentforce’s NLU also enables it to work across different languages, dialects, and industry-specific terminology, making it particularly valuable for global organizations and national associations serving diverse audiences. Machine Learning for Continuous Improvement Agentforce’s machine learning feature enhances its ability to improve accuracy and understanding over time. Each interaction helps the chatbot evolve, making it more effective at delivering relevant, real-time responses. This model integrates directly with Salesforce’s data infrastructure, giving Agentforce access to historical data and interactions to offer highly personalized, context-aware answers. Deep Integration with Salesforce CRM As a Salesforce-native tool, Agentforce can harness CRM data in ways other AI tools cannot. By accessing customer histories, purchase data, and previous interactions, it creates personalized experiences that build customer trust. Nonprofits and associations can use this data to improve donor or member interactions, offering targeted support and outreach. Agentforce can also be tailored to retrieve specific datasets, such as an individual’s support history or ongoing service case updates. Cross-Platform Flexibility and API Integration Agentforce offers flexible APIs that enable integration with third-party systems, including CMS platforms like WordPress, Drupal, and HubSpot. This flexibility ensures that AI-powered chatbots can be deployed on organizational websites, providing a seamless experience for customers, donors, and members alike. Whether it’s a nonprofit using Drupal or a business on WordPress, Agentforce acts as the central hub for support and engagement, offering fluid interactions on top of your CMS. HubSpot users can further leverage Agentforce’s marketing features to align lead generation with personalized, chat-based interactions. Use Cases for Agentforce in Nonprofits, National Associations, and Businesses Nonprofit Organizations For nonprofits managing donor, volunteer, and beneficiary relationships, Agentforce offers scalable, automated support: National Associations National associations can use Agentforce to handle high volumes of inquiries from members and professionals: Businesses For service-based enterprises, Agentforce is essential for customer service: Salesforce Agentforce and CMS Integration: WordPress, Drupal, and HubSpot WordPress and Salesforce Agentforce Integration For WordPress users, Agentforce offers customizable chatbot widgets that enhance customer engagement, handle ecommerce inquiries, and integrate with WooCommerce for product support. Drupal and Agentforce Integration Drupal’s modular architecture allows Agentforce to automate membership management, provide multilingual support, and distribute content for nonprofits and associations. HubSpot and Agentforce Integration HubSpot users benefit from Agentforce’s ability to automate lead nurturing, sales and marketing workflows, and customer support, all while keeping HubSpot and Salesforce CRM data synchronized. Tectonic and Salesforce Agentforce Integration At Tectonic, we understand that adopting AI-powered solutions like Salesforce Agentforce is only the first step toward delivering exceptional customer experiences. We specialize in crafting, training, and implementing tailored AI chatbot solutions that enhance engagement, streamline processes, and drive growth, all while seamlessly integrating with your current website or mobile app. As a full-service digital strategy firm, Tectonic excels in integrating advanced tools like Salesforce Agentforce into platforms like WordPress, Drupal, and HubSpot, ensuring your automation strategies are executed with precision. From custom chatbot implementations to comprehensive digital strategy services, our team is dedicated to optimizing your website for engagement and lead generation. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Currys Expands Partnership with Salesforce partner to Enhance Omnichannel Retail Experience UK-based technology retailer Currys has expanded its partnership with a Salesforce partner to transform its omnichannel customer experience. The collaboration focuses on leveraging Salesforce Service Cloud, Commerce Cloud, and MuleSoft to drive innovation and streamline operations. Key initiatives in this transformation include re-platforming Currys’ website to Salesforce Commerce Cloud, launching an in-store client app via Experience Cloud, and implementing Service Cloud for enhanced post-sales support. These upgrades aim to deliver a seamless shopping experience, improve customer service, and boost operational efficiency. Andy Gamble, CIO of Currys, emphasized the impact of the partnership: “Our collaboration with LTIMindtree has enabled our teams to deliver exceptional experiences for both colleagues and customers. With our new omnichannel platform, we are set to achieve greater operational efficiencies, faster service, and continuous innovation for future growth.” Since the partnership began in 2021, Currys and LTIMindtree have overhauled the retailer’s commerce and support systems, resulting in improved customer experiences, streamlined store operations, and increased employee satisfaction. The success of this collaboration was recently recognized with a Salesforce award, underscoring the companies’ commitment to innovation and addressing current business challenges while preparing for future advancements. Srinivas Rao, Executive Vice President and Chief Business Officer at LTIMindtree, added: “Our partnership with Currys showcases our expertise in the retail sector. Together, we have delivered a best-in-class omnichannel shopping experience that unlocks new growth opportunities by catering to each customer’s unique needs. We remain dedicated to helping our clients harness digital technologies that foster innovation and productivity.” This collaboration represents a key milestone for Currys, solidifying its commitment to providing enhanced customer experiences through advanced digital solutions. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
In a strategic move to enhance its AI capabilities, Salesforce has announced the acquisition of Zoomin, a leader in unstructured data management solutions. This acquisition, expected to finalize in the fourth quarter of Salesforce’s fiscal year 2025, aligns with the company’s mission to dominate the enterprise AI landscape through its Agentforce platform. The acquisition further highlights Salesforce’s commitment to advancing AI-driven customer experiences and operational efficiency. Financial details of the transaction were not disclosed, but Salesforce confirmed that it would not affect previous earnings guidance. Previously, in discussions around Service Cloud’s push for Unified Knowledge, there were concerns about relying on partners like Zoomin. This acquisition addresses those concerns by filling a critical gap in Salesforce’s product offerings and adding new functionalities to Data Cloud. Strengthening Data Cloud for AI Zoomin’s technology will enhance Salesforce’s Data Cloud by providing improved support for managing unstructured data—a cornerstone of modern AI systems. This is a critical step in Salesforce’s AI strategy, particularly for the Agentforce platform, as it enables more comprehensive, context-aware AI capabilities. Rahul Auradkar, Salesforce’s EVP & GM of Unified Data Services & Einstein, stressed the importance of this acquisition. “Unstructured data is the key to unlocking AI’s full potential in customer interactions,” Auradkar said. “With Zoomin’s technology, we’re not just improving data management—we’re revolutionizing how AI agents understand and use information to deliver personalized experiences.” The integration of Zoomin’s Unified Knowledge technology directly addresses a key challenge in AI: managing and understanding unstructured data to create smarter AI agents. By strengthening its data foundation, Salesforce is positioning itself to deliver more sophisticated AI applications across its platform. Agentforce: A New AI Frontier Salesforce’s recently launched Agentforce platform aims to revolutionize enterprise AI with autonomous AI agents capable of advanced decision-making and task automation. By incorporating Zoomin’s technology, Agentforce will gain the ability to process and utilize unstructured data more effectively, setting it apart from competitors like Microsoft’s Copilot, which often requires significant user input and prompt engineering. The enhanced Agentforce platform will deliver a host of benefits, from improved customer service automation to more accurate sales forecasting and personalized marketing campaigns. By tapping into unstructured data, Salesforce is paving the way for AI-driven insights and actions previously unattainable with traditional approaches. A Natural Progression from Partnership to Acquisition Zoomin’s relationship with Salesforce began in 2018 as an AppExchange partner, followed by an investment from Salesforce Ventures in 2019. This acquisition marks a natural progression in their partnership, promising a smooth integration into Salesforce’s ecosystem. Zoomin CEO Gal Oron shared his enthusiasm: “Joining forces with Salesforce is a natural next step for us. Our shared vision is to make AI truly intelligent by giving it access to the vast amount of unstructured data that exists in enterprises. Together, we’ll help businesses unlock the full potential of their data and AI investments.” Implications Across the Business Spectrum The integration of Zoomin’s technology is expected to have broad implications, especially in customer service, where AI agents can use unstructured data to deliver more personalized and efficient responses. Beyond customer service, this technology is poised to impact sales, marketing, and overall business operations, enabling deeper insights into customer behavior and more targeted campaigns. Kishan Chetan, EVP and GM of Salesforce Service Cloud, highlighted the potential: “With Unified Knowledge, we’re not just improving AI—we’re transforming how businesses understand and serve their customers. Imagine AI agents that can grasp the full context of a customer’s history, preferences, and needs in real time. That’s the power we’re unlocking.” A Strategic Response to the AI Arms Race Salesforce’s acquisition of Zoomin comes amid an increasingly competitive enterprise AI landscape. By bolstering its embedded AI capabilities through strategic acquisitions, Salesforce is solidifying its position as a leader in enterprise AI, while addressing key challenges faced by rivals like Microsoft and Google. Zoomin’s expertise in processing large volumes of technical content and generating insights based on user behavior will be instrumental in helping Salesforce deliver cutting-edge, AI-driven solutions. These advancements will improve everything from customer service to digital transformation initiatives across industries. With this acquisition, Salesforce continues to push the boundaries of AI innovation, cementing its leadership in the rapidly evolving enterprise AI market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Navigating the AI-Powered Contact Center Landscape: A Roadmap for Success With thousands of solutions in the contact center ecosystem, each claiming to offer “AI-powered, next-generation technology,” it’s easy to feel overwhelmed. Many of these claims are valid, as AI and machine learning are transforming contact centers and improving customer experiences. But with so many options and combinations of AI-powered solutions, how can you be sure you’re making the right decision? The answer is that it’s almost impossible without help. Trying to research and evaluate every solution on your own could take months or even years—by which time, the technology will have evolved. Plus, if you rely solely on information from manufacturers or software providers, you may only get a one-sided perspective that leads to “CCaaS FOMO” (Fear of Missing Out). A More Objective Approach to the Contact Center Journey While we can’t claim to be 100% unbiased, we take a unique approach. We start with your business, understanding your specific needs, culture, and processes before introducing solutions that fit. Not every top-rated solution is right for your business, and the roadmap below outlines how we help you navigate this complex landscape. 1. Involving Key Stakeholders The first step is ensuring you have the right people involved—those with a vested interest in the contact center‘s success. It’s helpful to break these roles into three categories: Having clear roles and expectations helps streamline the process and ensures everyone is on the same page. 2. Conducting a Contact Center Assessment This discovery phase is crucial for identifying the key drivers behind your business needs. Each contact center is different, even within the same industry. That’s why a one-size-fits-all scorecard won’t work. It’s beneficial to bring in a third-party consultant with broad industry knowledge to conduct an assessment, offering valuable insights that help create a clear vision. 3. Creating a Unique Scorecard Once you’ve completed your assessment, stakeholders can work together to establish a customized scorecard that reflects your business objectives. Whether customer service is your primary focus or you’re more telemarketing-heavy, this scorecard ensures that your solution is tailored to your specific needs. It’s also important to involve contributors and advocates in the process to gain widespread buy-in. 4. Scheduling Solution Demonstrations With a solid scorecard in hand, it’s time to identify and evaluate vendors. A contact center consultant can help streamline this process. Scoring each solution based on how well it aligns with your goals keeps the focus on substance over flash, ensuring the right solution for your business. 5. Analyzing Scorecard Data When reviewing the scorecard data, stakeholders should ask key questions: This analysis ensures that decisions are data-driven and aligned with business goals. 6. Finalizing Vendor Selection-AI-Powered Contact Center Landscape Once the data is compiled and a consensus is reached, it’s time to move forward with a contract proposal. Beyond the solution itself, discuss critical details like implementation timelines, ongoing support, and maintenance to set clear expectations and ensure accountability. Financial Modeling: Justifying the Investment Looking at your goals through a financial lens helps quantify the benefits of your contact center investment. For example, reducing average handling time by just 12 seconds across the company might result in cost-neutral savings. Similarly, reducing call abandonment by even half a percentage point can have a significant impact. These financial considerations help justify ROI and set expectations. Partnering with Tectonic: Expertise You Can Trust At Tectonic, we live and breathe contact centers. Our team of experts comes directly from this world, so we understand the challenges and opportunities. We’re here to help you navigate the complexities of the contact center ecosystem and bring clarity to your CCaaS journey. Contact us today to get started! For more resources, visit our blog or explore our AI solutions to elevate your customer experience. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Set Up for Success: Tackling Critical Field Service Challenges with Connected Data and AI Today’s customers demand faster, more personalized service, and field service is no exception. Research shows that 74% of mobile workers report that customer expectations have risen, with 73% noting an increased demand for a personal touch. This is shaping key trends in the field service industry. Trend #1: Rising Customer Expectations Amid a Shrinking Workforce Field service teams are grappling with rising customer expectations while dealing with a declining mobile workforce. In fact, 74% of mobile workers report increasing workloads. Given that mobile workers are often the only in-person company representatives, they face intense pressure to deliver exceptional service. At the same time, fewer young people are entering skilled trades, with applications dropping nearly 50% from 2020 to 2022, while seasoned technicians are retiring. This has led to high burnout rates, with 57% of mobile workers experiencing job-related fatigue. Trend #2: Connected Data Empowers Mobile Workers Mobile workers thrive when equipped with connected data. Yet, they spend only 32% of their time interacting with customers, as much of their time is consumed by manual tasks and disjointed systems. With the right technology, mobile workers can access up-to-date customer information through a CRM mobile app, streamlining processes and enabling more personalized service. Connected data also improves sustainability, with features like route optimization and drones reducing time on the road and minimizing worker stress. Trend #3: AI is Revolutionizing Field Service AI is rapidly transforming field service operations. Today, 79% of service organizations are investing in AI, and 83% of decision-makers plan to increase their AI investments next year. AI helps mobile teams save time and cut costs by analyzing customer data to generate personalized responses and streamline processes. By automating workflows with AI, mobile workers can deliver faster, more efficient service. AI-generated summaries of asset history and service interactions help prepare workers before they arrive at a job site, enabling better service and potential upsell opportunities. What’s Next in Field Service? Technologies like generative AI, augmented reality, and mobile solutions are shaping the future of field service. Companies that embrace these innovations now will gain a competitive edge. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
