Home Retail Unified Messaging – “A Tool to manage Salesforce”

    Unified Messaging – “A Tool to manage Salesforce”


    Mobile Cloud Communications using voice, SMS, and data cloud APIs through Platform has become popular amongst Enterprise evolving to connect and engage with their customers and manage their .

    A Unified Messaging Platform enables enterprises to seamlessly integrate messaging into the business flow using simple APIs, Manage all customer communications through a single dashboard, Detect and deliver messages via SMS and Data Apps in real-time, and engage users by sharing pictures, videos and emoticons.

    Businesses also use our interactive Unified Messaging Platform and Opt-in mobile communities to acquire, engage, retain and serve customers. The platform has also proven valuable to Social Media, E-Commerce, Banks, Universities, Health care providers, Hospitality and Government institutions to send information alerts to citizens (traffic, tax payment, health awareness, land transfers alerts etc.).

    Enterprise mobility solution aims to offer a right fit into your existing processes with minimal changes. Some of the Enterprise Apps use chatlets to summarize responses from your group members giving instant insights and accountability while reducing clutter. It is like WhatsApp for the enterprise messaging environment. A sales manager can check where their sales team has been and at the end of the day can get sales report from all team members. All this gets collated and comes as a unified report. If you have a big retail sales force and want to manage them, you can give simple and easy forms – You may have an SAP, Oracle backend, or salesforce.com backend but the data from there has to be presented in as simple mobile message using configurable forms, be it a leave request, or a sales update, a customer support request, or pricing request, all these communication are present on your mobile in a format as easy to use as WhatsApp.

    In any business, effective communication is crucial. Each day, you may have to communicate with a dozen different people including your co-workers. Employees who can communicate effectively are more likely to work together to solve problems and share helpful information with their co-workers. Effective communication leads to 1.7 times financial growth for an organization on an average.

    When one examines the issues around specialist sales team optimization, three distinct opportunities quickly emerge:

    • Reducing travel while increasing the frequency and quality of customer interactions,
    • Accelerating performance through finding the right people anytime and anywhere within the organization, and
    • Connecting account managers and sales specialists instantly with relevant content independent of the media type: text, audio, or video.

    To help sales organizations realize dramatic improvements in these three key optimization areas strategic technologies like unified messaging and enterprise social software can be used.

    Unified Messaging also helps to streamline your agents’ experience and improve their efficiency SMS within Salesforce. Easy-to-use APIs enable global SMS coverage.

    For Example: When a call comes in, an agent opens a case in Salesforce, creates a work order, assigns a technician and determines if the call is urgent or routine. If a call is urgent, an agent will click the “Send SMS” button, which opens up an SMS template for the agent to edit and review. A record of the sent SMS is then attached to the existing case. If the problem isn’t quickly resolved, or if a new problem arises at the same location, agents can see the SMS correspondence history at a glance.

    The end results of Unified Messaging will be faster resolution of urgent cases, along with enhanced record keeping and better visibility into the handling of repairs.

    Unified Messaging thus helps in:

    • Improving Salesforce Collaboration and Customer Interaction
    • Improving Organization Efficiency
    • Creating a More Mobile Workforce

    Unified Messaging as a service is a rapidly growing market and generates a lot of interest in the enterprise as well as in developer communities. Furthermore, cloud-based access is making unified messaging available for a wider range of organizations and end users. The shift from on-premises to cloud-based unified messaging model will be the key driver for unified cloud communication to grow in the future.

    The major factors driving the Unified Messaging as a service market is its increasing demand and adoption in small medium business enterprise, continuous service support with powerful collaboration tools.

    About the author: Ravi Sundararajan is the COO of  Webaroo