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How a simple integration can improve customer experience

A few months ago we completed an events portal integration – with Salesforce. This meant that, with a bit of help, our client could configure their application to feed in fields from a Salesforce system.

For every organisation, customer data is important. However, the way it is shared across the business is often flawed. Data that doesn’t get transferred from one platform to another and remains stuck in the CRM – owned by the sales team and not passed on to other teams in the organisation.

This means a frustrating time for account management and operations teams and ultimately, poor customer service. At a time when customer service is such an important differentiator, having systems like this in place really does affect a business’s bottom line.

With a Salesforce integration, we changed this. The new integration enabled our client to create widgets that feed in specific Salesforce fields. This works perfectly for events portals, enabling customers to see their account details and the information that you have filed about them.

In the screengrab below, take a look at how an international events company feed in their customer data into their events portal. It keeps customers up to date with the information that the sales and operations team have about them.

screenshot of part of a saleforce integration we built

This goes beyond event portals though. Anywhere there’s a need to provide customers up-to-date, in-sync information about their account, the integration can do so. That might be things like:

  • Members hubs
  • Customer management portals
  • Account management portals

Once you combine your Salesforce data with other functionality within your application such as a chat function, then it can become a powerful integration.

screen shot of the people picker part of a salesforce integration