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Challenges for Rural Healthcare Providers

Challenges for Rural Healthcare Providers

Rural healthcare providers have long grappled with challenges due to their geographic isolation and limited financial resources. The advent of digital health transformation, however, has introduced a new set of IT-related obstacles for these providers. EHR Adoption and New IT Challenges While federal legislation has successfully promoted Electronic Health Record (EHR) adoption across both rural and urban healthcare organizations, implementing an EHR system is only one component of a comprehensive health IT strategy. Rural healthcare facilities encounter numerous IT barriers, including inadequate infrastructure, interoperability issues, constrained resources, workforce shortages, and data security concerns. Limited Broadband Access Broadband connectivity is essential for leveraging health IT effectively. However, there is a significant disparity in broadband access between rural and urban areas. According to a Federal Communications Commission (FCC) report, approximately 96% of the U.S. population had access to broadband at the FCC’s minimum speed benchmark in 2019, compared to just 73.6% of rural Americans. The lack of broadband infrastructure hampers rural organizations’ ability to utilize IT features that enhance care delivery, such as electronic health information exchange (HIE) and virtual care. Rural facilities, in particular, rely heavily on HIE and telehealth to bridge gaps in their services. For instance, HIE facilitates data sharing between smaller ambulatory centers and larger academic medical centers, while telehealth allows rural clinicians to consult with specialists in urban centers. Additionally, telehealth can help patients in rural areas avoid long travel distances for care. However, without adequate broadband access, these services remain impractical. Despite persistent disparities, the rural-urban broadband gap has narrowed in recent years. Data from the FCC indicates that since 2016, the number of people in rural areas without access to 25/3 Mbps service has decreased by more than 46%. Various programs, including the FCC’s Rural Health Care Program and USDA funding initiatives, aim to expand broadband access in rural regions. Interoperability Challenges While HIE adoption is rising nationally, rural healthcare organizations lag behind their urban counterparts in terms of interoperability capabilities, as noted in a 2023 GAO report. Data from a 2021 American Hospital Association survey revealed that rural hospitals are less likely to engage in national or regional HIE networks compared to medium and large hospitals. Rural providers often lack the economic and technological resources to participate in electronic HIE networks, leading them to rely on manual data exchange methods such as fax or mail. Additionally, rural providers are less likely to join EHR vendor networks for data exchange, partly due to the fact that they often use different systems from those in other local settings, complicating health data exchange. Federal initiatives like TEFCA aim to improve interoperability through a network of networks approach, allowing organizations to connect to multiple HIEs through a single connection. However, TEFCA’s voluntary participation model and persistent barriers such as IT staffing shortages and broadband gaps still pose challenges for rural providers. Financial Constraints Rural hospitals often operate with slim profit margins due to lower patient volumes and higher rates of uninsured or underinsured patients. The financial strain is exacerbated by declining Medicare and Medicaid reimbursements. According to KFF, the median operating margin for rural hospitals was 1.5% in 2019, compared to 5.2% for other hospitals. With limited budgets, rural healthcare organizations struggle to invest in advanced health IT systems and the necessary training and maintenance. Many small rural hospitals are turning to cloud-based EHR platforms as a cost-effective solution. Cloud-based EHRs reduce the need for substantial upfront hardware investments and offer monthly subscription fees, some as low as $100 per month. Workforce Challenges The healthcare sector is facing widespread staff shortages, including a lack of skilled health IT professionals. Rural areas are disproportionately affected by these shortages. An insufficient number of IT specialists can impede the adoption and effective use of health IT in these regions. To address workforce gaps, the ONC suggests strategies such as cross-training multiple staff members in health IT functions and offering additional training opportunities. Some networks, like OCHIN, have secured grants to develop workforce programs, but limited broadband access can hinder participation in virtual training programs, highlighting the need for expanded broadband infrastructure. Data Security Concerns Healthcare data breaches have surged, with a 256% increase in large breaches reported to the Office for Civil Rights (OCR) over the past five years. Rural healthcare organizations, often operating with constrained budgets, may lack the resources and staff to implement robust data security measures, leaving them vulnerable to cyber threats. A cyberattack on a rural healthcare organization can disrupt patient care, as patients may need to travel significant distances to reach alternative facilities. To address cybersecurity challenges, recent legislative efforts like the Rural Hospital Cybersecurity Enhancement Act aim to develop comprehensive strategies for rural hospital cybersecurity and provide educational resources for staff training. In the interim, rural healthcare organizations can use free resources such as the Health Industry Cybersecurity Practices (HICP) publication to guide their cybersecurity strategies, including recommendations for managing vulnerabilities and protecting email systems. Does your practice need help meeting these challenges? Contact Tectonic today. 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

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Salesforce and the Connected Car

Salesforce and the Connected Car

The concept of the Connected Car has been a topic of discussion for years, often accompanied by ambitious predictions from consultants about its market potential. For example, McKinsey in 2021 projected that by 2030, Connected Cars would constitute 95% of all vehicles on the road. Central to the success of these vehicles is data, with each one generating approximately 25 GB of data per hour. That’s a lot of data. Like a whole truckload of data! Salesforce and the Connected Car is uniquely a perfect fit. However, this raises two critical questions. First, do consumers actually understand what a Connected Car is? Second, if they do, are they comfortable sharing their personal data with automakers to enhance their driving experience? In January, Salesforce conducted a study of 2,188 car owners in the U.S., revealing some unsettling insights. A significant portion of drivers—over two-thirds (65%)—are unfamiliar with the concept of a Connected Car. Even more telling, over a third (37%) had never heard the term before. As of now, two-thirds of respondents either don’t have connected features in their cars or are not using them if they do. This includes features like Apple CarPlay and others. Personally, while shopping for a car I look for all those connected bells and whistles. On the flip side, this presents a considerable opportunity for automakers. According to Salesforce’s data, drivers expressed a willingness to pay a premium for advanced features, such as driver assistance, touchscreens, and smartphone integration. When it comes to sharing personal data, however, there’s still work to be done. While over half of respondents (54%) are comfortable with cars collecting data on vehicle diagnostics or seatbelt usage (35%), fewer are okay with data collection on driving speed (34%) or route history (31%). The discomfort grows when it comes to more sensitive data like voice recordings (17%), biometrics (13%), or text messages (12%). There are incentives that could encourage data sharing. For example, over two-thirds of respondents (67%) would be willing to exchange personal data for better insurance rates. Other incentives include advanced driver personalization (43%), such as customized seat and mirror settings, and enhanced personal safety features like real-time health monitoring (36%). Introducing Salesforce Connected Vehicle Salesforce for the Automotive IndustryIn response to these trends, Salesforce has introduced Connected Vehicle, a new application within the Automotive Cloud, alongside new partnerships with Qualcomm and AWS. These innovations aim to help automakers create the cars of the future. According to Salesforce: With a single console and a ready-to-use set of industry-specific, low-code/no-code development tools, Connected Vehicle helps automakers roll out new services and features to drivers faster. It enables bidirectional, over-the-air (OTA) capabilities for data sharing and software updates between the cloud and the vehicle via wireless or cellular networks. Key features for automakers include: Connected Vehicle is available today, with additional features like Connected Vehicle Summary, Interaction Summary, Warranty Summary, and Sales Agreement expected to be generally available in the fall. Why Now? The Connected Car has been around in some form since 2005, but according to Achyut Jajoo, SVP & GM of Automotive at Salesforce, connectivity is just the beginning. He explains: “One big challenge for automakers was that once a car left the factory, it was difficult to update its software or add new capabilities. The car was limited to the features it shipped with, unless you took it back to the dealership. But today, the fundamental architecture of these vehicles is changing. I often describe it as a phone on wheels. With standardized chips and modules, data can now be pushed to the cloud, allowing for real-time control and updates.” This shift means that once a vehicle leaves the factory, its performance and features can evolve over time. This “software-defined vehicle” revolution allows for continuous enhancements and the deployment of new capabilities that weren’t possible before. While connectivity is an essential piece, this software-driven approach is the real game changer. As for Salesforce’s role and its partnerships with AWS and Qualcomm, Jajoo says: “We are known for taking data and creating customer experiences. When we looked at the automotive market, we saw how complicated it is. We heard horror stories and realized that by partnering with other tech powerhouses, we could provide an end-to-end solution. This approach was shaped by our discussions with customers who said they struggled with these challenges and would love for us to collaborate.” Final Thought We may not be close to McKinsey’s 95% prediction quite yet, but the trajectory is clear. With data being central to success—and consumer trust in how that data is used—Salesforce’s collaboration with AWS and Qualcomm seems like a smart move. Apparently I am the ideal customer as I want my vehicle connected! By Tectonic’s Senior Consultant, Shannan Hearne 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

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Salesforce Data Snowflake and You

Salesforce Data Snowflake and You

Unlock the Full Potential of Your Salesforce Data with Snowflake At Tectonic, we’ve dedicated years to helping businesses maximize their Salesforce investment, driving growth and enhancing customer experiences. Now, we’re expanding those capabilities by integrating with Snowflake.Imagine the power of merging Salesforce data with other sources, gaining deeper insights, and making smarter decisions—without the hassle of complex infrastructure. Snowflake brings this to life with a flexible, scalable solution for unifying your data ecosystem.In this insight, we’ll cover why Snowflake is essential for Salesforce users, how seamlessly it integrates, and why Tectonic is the ideal partner to help you leverage its full potential. Why Snowflake Matters for Salesforce Users Salesforce excels at managing customer relationships, but businesses today need data from multiple sources—e-commerce, marketing platforms, ERP systems, and more. That’s where Snowflake shines. With Snowflake, you can unify these data sources, enrich your Salesforce data, and turn it into actionable insights. Say goodbye to silos and blind spots. Snowflake is easy to set up, scales effortlessly, and integrates seamlessly with Salesforce, making it ideal for enhancing CRM data across various business functions.The Power of Snowflake for Salesforce Users Enterprise-Grade Security & GovernanceSnowflake ensures that your data is secure and compliant. With top-tier security and data governance tools, your customer data remains protected and meets regulatory requirements across platforms, seamlessly integrating with Salesforce. Cross-Cloud Data SharingSnowflake’s Snowgrid feature makes it easy for Salesforce users to share and collaborate on data across clouds. Teams across marketing, sales, and operations can access the same up-to-date information, leading to better collaboration and faster, more informed decisions. Real-Time Data ActivationCombine Snowflake’s data platform with Salesforce Data Cloud to activate insights in real-time, enabling enriched customer experiences through dynamic insights from web interactions, purchase history, and service touchpoints. Tectonic + Snowflake: Elevating Your Salesforce Experience Snowflake offers powerful data capabilities, but effective integration is key to realizing its full potential—and that’s where Tectonic excels. Our expertise in Salesforce, now combined with Snowflake, ensures that businesses can maximize their data strategies. How Tectonic Helps: Strategic Integration Planning: We assess your current data ecosystem and design a seamless integration between Salesforce and Snowflake to unify data without disrupting operations. Custom Data Solutions: From real-time dashboards to data enrichment workflows, we create solutions tailored to your business needs. Ongoing Support and Optimization: Tectonic provides continuous support, adapting your Snowflake integration to meet evolving data needs and business strategies. Real-World Applications Retail: Integrate in-store and e-commerce sales data with Salesforce for real-time customer insights. Healthcare: Unify patient data from wearables, EMRs, and support interactions for a holistic customer care experience. Financial Services: Enhance Salesforce data with third-party risk assessments, enabling quicker, more accurate underwriting. Looking Ahead: The Tectonic Advantage Snowflake opens up new possibilities for Salesforce-powered businesses. Effective integration, however, requires strategic planning and hands-on expertise. Tectonic has a long-standing track record of helping clients get the most out of Salesforce, and now, Snowflake adds an extra dimension to our toolkit. Whether you want to better manage data, unlock insights, or enhance AI initiatives, Tectonic’s combined Salesforce and Snowflake expertise ensures you’ll harness the best of both worlds. Stay tuned as we dive deeper into Snowflake’s features, such as Interoperable Storage, Elastic Compute, and Cortex AI with Arctic, and explore how Tectonic is helping businesses unlock the future of data and AI. Ready to talk about how Snowflake and Salesforce can transform your business? Contact Tectonic today! 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

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mulesoft and healthcare

MuleSoft and Healthcare

Driving Innovation in Healthcare Through Data Interoperability Healthcare organizations are navigating an unprecedented surge in patient data, which is critical for communication, research, and management. This data plays a pivotal role in modernizing healthcare and improving outcomes, particularly with the shift toward a Value-Based Care Model. However, 81% of IT leaders report that much of this data remains trapped in silos, hindering innovation and negatively impacting patient satisfaction. The Importance of Interoperability in Healthcare Improving Patient Outcomes and Managing RiskLeading healthcare organizations understand that achieving interoperability—seamless data exchange across clinical and non-clinical systems—is vital. Beyond supporting Value-Based Care, interoperability drives patient satisfaction, loyalty, and cost-efficiency. By enabling accurate data sharing, healthcare providers can: Interoperability also supports proactive preventative care, reducing long-term healthcare costs and boosting life expectancy. Regulatory Mandates: The Interoperability and Patient Access Final RuleSince May 1, 2020, the Centers for Medicare & Medicaid Services (CMS) have mandated interoperability through the Interoperability and Patient Access Final Rule. This legislation holds U.S. healthcare providers accountable for: Non-compliance can result in significant fines and public reporting of violations, further emphasizing the criticality of achieving interoperability. The Challenge of ImplementationDespite its clear benefits—improved patient outcomes, compliance, and cost savings—achieving interoperability poses challenges. Technological complexities and siloed data structures hinder seamless integration. This is where MuleSoft, a Salesforce company, provides a powerful solution. How MuleSoft Enables Interoperability in Healthcare Breaking Down Silos with API-Led IntegrationMuleSoft is a trusted partner for leading healthcare organizations, offering secure, scalable solutions to eliminate data silos. Recognized as a Leader in Gartner’s Magic Quadrant for iPaaS, MuleSoft empowers providers with its HIPAA-compliant Anypoint Platform, facilitating interoperability through API-led integration. Key Features and Benefits Transforming Healthcare with MuleSoft The digital transformation of healthcare is accelerating, driven by evolving regulations, patient expectations, and a dynamic global environment. MuleSoft stands at the forefront of this shift, empowering healthcare organizations to: By partnering with MuleSoft, healthcare organizations can embrace innovation and build healthier connections—one integration at a time. Contact Tectonic today to get started. 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

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AI and the Role of Healthcare CIOs

AI and the Role of Healthcare CIOs

Healthcare leaders see significant potential in data analytics and AI technology to transform the industry over the next five years, according to a new market research report from Arcadia and The Harris Poll. AI and the Role of Healthcare CIOs The report, titled “The Healthcare CIO’s Role in the Age of AI,” examines AI’s impact on the healthcare sector and how decision-makers are preparing to leverage the technology. Notably, 96% of healthcare leaders surveyed believe that adopting AI effectively will provide a competitive edge both now and in the future. While only a third see AI as essential today, 73% expect it to become critical within five years. How Health Systems Are Using AI Around 63% of respondents revealed that their organizations use AI to analyze large patient data sets to identify trends and guide population health management efforts. Another 58% are using AI to analyze individual patient data to identify opportunities for improving health outcomes. Close to half of the leaders indicated that AI is being used to optimize electronic health records (EHR) management and analysis. These trends align with the findings of the recent “Top of Mind for Top Health Systems” survey, conducted by the University of Pittsburgh Medical Center’s Center for Connected Medicine (CCM) in collaboration with KLAS, which identified AI as the most exciting emerging technology in healthcare with transformative potential for both administration and care delivery. The excitement surrounding healthcare AI largely stems from its ability to break down data silos and tap into the wealth of clinical data that healthcare organizations already collect. “Healthcare leaders are thoughtfully preparing to harness the full value of AI in care delivery reform,” said Aneesh Chopra, Arcadia’s chief strategy officer. “As safe, secure data sharing scales, technology leaders prioritize data platforms that organize fragmented patient records into clinically relevant insights at every stage of the patient journey.” A quest for a 360 degree patient view abounds. Using AI to Support Strategic Priorities The Arcadia survey emphasized the importance of using analytics to improve patient care, with 83% of leaders believing that harnessing data will help healthcare organizations remain competitive and resilient while overcoming digital transformation and financial challenges. Eighty-four percent of respondents cited technology as a current priority, with 44% focusing on an enterprise-wide approach to data analytics, 41% prioritizing AI-driven decision-making, and 32% working to simplify technical ecosystems. These efforts are viewed as crucial to advancing other strategic goals, with 40% of leaders prioritizing the patient experience, 35% aiming to improve outcomes, and 29% focusing on patient engagement. Although healthcare leaders view AI adoption positively for strategic advancements, hurdles remain. While 96% of respondents are confident in adopting AI, many feel pressured to move quickly. When asked about the sources of this pressure, 82% cited data and analytics teams, 78% pointed to IT and tech teams, and 73% mentioned executives. However, successfully implementing AI requires talent and resources that some organizations lack. About 40% of leaders identified a lack of talent as a significant barrier to AI adoption, signaling the need for IT and analytics teams to acquire new skill sets. Seventy-one percent of IT leaders reported a growing demand for data-driven decision-making skills, while two-thirds pointed to a rising need for expertise in data analysis, machine learning, and systems integration. Additionally, nearly 60% mentioned the need for roles that focus on training and support for healthcare staff. The Evolving Role of CIOs CIOs and other healthcare leaders are seeing their roles evolve as AI and data become more integrated into healthcare operations. Eighty-seven percent of respondents see themselves as strategy influencers, actively involved in setting and executing AI strategies, while only 13% view themselves as purely focused on implementation. Despite these evolving roles, many CIOs feel constrained by daily operations. Fifty-eight percent reported being primarily focused on tactical execution rather than developing long-term AI strategies, although they believe they should spend 75% of their time on strategic planning to be most effective. Part of these strategies will likely focus on improving communication and workforce readiness. Three out of four leaders cited a lack of effective communication between IT teams and clinical staff as a barrier to leveraging new technologies, and two out of five noted that clinical staff are not fully equipped to make the best use of data analytics. “CIOs and their teams are setting the stage for an AI-powered revolution in patient care and healthcare operations,” said Michael Meucci, Arcadia’s president and CEO. “Our findings highlight a strong consensus that a solid data foundation is necessary to realize the future of AI in healthcare. At the same time, the human workforce, with evolving talent and skills, will shape the real-world impact of AI in healthcare.“ Content updated August 2024. 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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Better Sales and Services with Salesforce Unlimited Edition

Granular Data Center Overview

Granular Data Center Overview in Marketing Cloud Intelligence The Granular Data Center is an advanced feature tailored for ingesting detailed, raw data into the system. This data can reach a scale of hundreds of millions or even billions of rows due to its granularity. Unlike other data stream types, usage and pricing are based on terabytes of storage rather than row count. Ideal data types for Granular Data Center streams include keyword-level data, event-level data, logs, and precise geodata. Granular Data Center streams generate corresponding tables of data specific to a workspace. All data stored in the Granular Data Center fully complies with GDPR regulations and requirements. The Granular Data Center is a premium feature. For inquiries about purchasing, please contact a Marketing Cloud Intelligence representative at Salesforce. Deprovisioning the Granular Data Center add-on from an account triggers the following actions: Note: System admins and higher can still access the Granular Data Center for 90 days after unchecking the checkbox. Access will be unavailable after this period. Note: System admins and higher can continue running SQL queries and exports for 90 days. After this period, all Granular Data Center data streams are automatically deleted, along with the data. When retrieving data from the Granular Data Center, be mindful of these timeout limits: Enabling the Granular Data Center in a Workspace Purchasing the Granular Data Center automatically activates it in the account, but an admin must enable it in the workspace to make the Granular Data Center tab visible. Viewing Granular Data Center Data The Granular Data Center landing page provides an overview of all created data streams in that workspace. Users can manage ingested data, aggregations, extracted data, share data streams, create queries, and more from this centralized location. Creating Granular Data Center Data Streams Generate a Granular Data Center data stream to ingest detailed data, such as event-level or keyword-level data. Mapping Granular Data Center Data Upon file upload or usage of a technical vendor, users are directed to a mapping preview screen where they can verify data identification, modify mapping, add mapping formulas, and more. Each uploaded dataset creates a dynamic table tailored to the loaded data type, impacting data load options and behavior. Querying Granular Data Centers Access and extract data from Granular Data Centers within your workspace. Users can also query Granular Data Centers in other workspaces via data sharing. Queries can be manually crafted using an SQL editor or created effortlessly with the Query Builder. Visualizing Granular Data Center Data The Entity-Relationship Diagram (ERD) visually represents tables and connections between specific dimensions. Each block symbolizes a table containing available fields, with lines denoting connections between tables based on specific dimensions. Sharing Granular Data Centers Relevant Granular Data Centers can be shared across workspaces within the same account. Deleting Data from a Granular Data Center To align with data protection regulations, users have the option to delete data from a Granular Data Center. 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

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Salesforce for Transportation and Logistics

Transportation, Logistics, The Cloud, and CRM

Transportation and logistics and crm. Typically, the state of transportation and logistics (T&L) mirrors the state of the economy, with FedEx earnings serving as a reliable indicator of how the rest of the players in the industry are doing. However, the past few years have been anything but normal. The pandemic led to a surge in demand, marked by container-filled ports and a nationwide hunt for truck drivers. After navigating two years of high intensity, T&L now faces challenges such as inflation, the Ukraine war, ongoing supply chain disruptions, the threat of recession, climbing interest rates, higher fuel costs, and overly cautious consumer behavior. Where are the Challenges? Compounding these issues is a staffing crisis in the industry, with a global shortage of warehouse workers, dock personnel, drivers, pilots, and rail crews that is expected to persist. In such uncertain times, successful transportation and logistics companies are taking strategic steps to future-proof themselves. One key strategy involves unifying customer data on a single platform to enhance efficiency and readiness for various scenarios. Smart transportation and logistics organizations plan for best, expected, and worst-case scenarios by monitoring critical signals such as capacity in key lanes, customer spending by lane, and customer lifetime value. Unifying customer data across sales, service, and operations enables informed decision-making, focusing investments where needed and optimizing resources. Manual Processes Despite this, much of T&L business, especially in sales, marketing, and customer service, relies on manual processes like phone calls, spreadsheets, and email. Centralized customer data is crucial for applying intelligence and analytics to process trends, segmenting customers, and analyzing their value. Companies investing in data unification report significant cost savings and efficiency benefits, including a 25% reduction in IT costs. Centralized customer data is also leveraged to enhance shipper experiences. T&L leaders use artificial intelligence (AI) to predict customer retention and potential churn, allowing proactive steps to be taken. Real-time data intelligence empowers customer service agents to make informed decisions swiftly. Access to shipper-specific on-time delivery performance provides valuable insights and strengthens client relationships. Transportation and Logistics and CRM More than half of T&L organizations are investing in cloud connectivity and data sharing, with 18% deriving the most value in sales and marketing, customer relationship management (CRM), distribution, and end-to-end visibility. These strategic investments are proving instrumental in navigating the complexities of the current economic landscape. Is it time to explore Salesforce CRM for your company? Contact Tectonic today. Like2 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

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What is Omni-Channel Salesforce

What is Omni-Channel Salesforce?

What is Omni-Channel Salesforce? Omni-Channel is a Salesforce feature designed for Customer Service and Console applications that automates the routing of various work items, such as Leads and Cases, to agents. It ensures that work items are assigned to agents based on their capacity, priority, skill set, and other criteria. Features of Omni-Channel Benefits Omni-Channel in Salesforce Enhanced Omni-Channel Setting Up and Using Omni-Channel Key Differences: Multichannel vs. Omni-Channel Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions. Omni-Channel routes work requests to the most available and qualified support agents in the app. You can also provide real-time operational intelligence to support supervisors with Omni Supervisor. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Route Work with Omni-Channel Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent’s capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into both console and standard apps. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. To test your implementation, route a work item to yourself. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. Manage Agents, Queues, and Skills with Omni Supervisor Manage agents, queues, and skills in Omni Supervisor. Get to Know the Omni Supervisor TabsSupervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers. Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. Use the Omni-Channel Component to Work with CustomersTo begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. Use the Omni-Channel Component to Work with Customers To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. When you mark your status as available in Omni-Channel, you begin receiving work requests, like phone calls. Work items assigned to you appear in Omni-Channel until you complete, transfer, or decline them. TIP By default, phone calls are taken through the same speakers and microphone your system device uses. To take calls through different audio devices, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are only set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple Safari browser. If you set up a service channel to use the tab-based capacity model, Omni-Channel determines agent capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases an agent’s capacity

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By integrating accounting software with Salesforce, companies can centralize data, automate workflows, and gain actionable insights.

Integrate Accounting with Salesforce

Salesforce Accounting Integration: Streamline Your Business Operations Integrating Salesforce with accounting software creates a unified, comprehensive solution that improves efficiency, ensures data accuracy, and supports compliance with accounting standards. Here are some popular ways to integrate accounting with Salesforce: 1. Accounting SeedAccounting Seed is a native Salesforce accounting software that seamlessly connects with Salesforce applications such as Sales Cloud, Revenue Cloud, and Service Cloud. By keeping all data in one platform, Accounting Seed enhances automation and streamlines processes like invoicing, financial reporting, and revenue recognition. 2. QuickBooksIntegrating QuickBooks with Salesforce enables real-time data sharing between sales and accounting teams. This By integrating accounting software with Salesforce, companies can centralize data, automate workflows, and gain actionable insights. provides insights into business performance while syncing critical data such as customer information, sales orders, expenses, and invoices. It bridges the gap between CRM and accounting, helping businesses improve operations and decision-making. 3. Sage IntacctSage Intacct offers advanced accounting capabilities that can integrate with Salesforce for a comprehensive financial solution. This integration allows businesses to automate financial processes, improve accuracy, and gain better control over general ledger operations. Salesforce’s Built-In Accounting FeaturesSalesforce also offers basic accounting functions, such as managing general ledger entries and tracking revenue streams. These capabilities, combined with integrations, help businesses enhance efficiency, reduce manual errors, and stay compliant with industry standards. Why Integrate Accounting with Salesforce?By integrating accounting software with Salesforce, companies can centralize data, automate workflows, and gain actionable insights. This seamless connection between CRM and financial systems ensures better collaboration, accuracy, and scalability for growing businesses. 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

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