The CRM (Customer Relationship Management) market is changing as dynamically as global markets and their participants. More comprehensive personalization, progressive automation of central processes and the increasing use of artificial intelligence (AI) are important CRM trends. AI will be a core component of modern CRM systems in the future, as AI-supported functions make it possible to analyze complex data patterns and create predictive analyses. Seamless integration with other systems is also playing an increasingly central role. After all, in a networked world in which customers communicate via numerous channels, seamless integration of these channels is crucial.
Salesforce Customer 360 Platform
One cloud platform for all customer needs
CRM evaluation: the key to successful customer management
Choosing the right CRM system is a key factor in the success of your company. An optimally suited CRM solution not only strengthens customer relationships, but also improves the sales process and makes a sustainable contribution to the growth of a company. As the decision for a CRM system always has a strategic component, it is crucial to choose a solution that enables efficient management of your customer data, promotes sales and optimizes your processes.
An unsuitable choice, on the other hand, can cause considerable effort and costs or even slow down the growth of your company. However, with the wide variety of CRM solutions on the market, the choice is often a complex challenge. Our independent CRM experts are on hand to help you find the system that is perfectly tailored to your individual needs.
Salesforce Customer 360 - Cloud platform comes up with new functions
With Salesforce Customer 360, an extended, central cloud platform is now available that covers these requirements. The Salesforce CRM suite allows a complete view of your customers and ensures seamless transfer between different, data-oriented apps to your employees, for example in sales, service, marketing or commerce. With the Salesforce Data Cloud, you can effortlessly link structured and unstructured data via zero copy.
You benefit from a single source of truth as a reliable basis – for all actions that your assistants and apps manage, automate or evaluate for you. Finally, with Agentforce, Salesforce is now rolling out a new AI “Level 2” agent that acts completely autonomously and seamlessly transfers processes to your sales or service staff. With low-code tools, you can even create assistants for specific requirements yourself.
Out of the box, variable, dynamic and seamlessly integrable
Our experienced CRM team will be happy to explain to you the requirements for using the diverse functions of the Sales Force Customer 360 Cloud, how to use the Salesforce Data Cloud optimally and how to make full use of the new AI functions. Benefit from countless out-of-the-box solutions and use them to flexibly cover different industries and individual requirements. As a cloud platform, you can also adapt Salesforce Customer 360 agilely to changing market conditions. Your CRM suite simply grows with you. As integration specialists, our CRM experts also ensure that the CRM solution is seamlessly integrated into your existing IT landscape. Together, we create a solid foundation and data basis so that you can use Salesforce Customer 360 and the new AI functionalities with Agentforce efficiently and optimally.
Our know-how - your advantage: benefit from our CRM expertise
Our CRM experts are your competent partners if you are thinking about introducing Salesforce into your company from scratch or further developing or modernizing an existing Salesforce environment. Benefit from our extensive experience in various industries and company sizes – from medium-sized companies to global corporations. We will accompany you all the way to a successful Salesforce implementation.
We have in-depth CRM knowledge that enables us to develop customized solutions for your company. We focus both on the introduction of new systems and on the support and further development of existing Salesforce instances. We will advise you in detail on the diverse deployment scenarios of an integrated Salesforce Cloud platform and provide you with an in-depth overview of the possibilities opened up by the use of the AI “Level 2” agent Agentforce.
Our CRM consultants master the entire Salesforce lifecycle
Companies are often faced with the challenge of replacing existing legacy systems. A profession with which we have been very familiar for many years. We support you in making the transition to Salesforce seamless and replacing legacy systems with a modern and future-proof CRM solution. We professionally replace your legacy systems and open up completely new possibilities for you with Salesforce Customer 360. If we implement Salesforce in your company as part of a joint project, our CRM team will provide you with end-to-end support. This means that our CRM consultants are at your side with help and advice from the decision-making process, the initial concept and implementation through to the training of your employees. We accompany you through the entire process as equals.
We are proven integration and migration specialists
We attach great importance to the seamless integration of the Salesforce Cloud. This is because the deep integration of Salesforce into your existing IT landscape is crucial to your success. On the basis of our wide-ranging technological expertise, we offer you customized migration and integration solutions that are tailored to your specific requirements, regardless of the manufacturer. The following integration solutions have proven particularly successful in practice and are implemented by us:
- Direct connection via the Salesforce API (Application Programming Interface) for smooth integration scenarios and efficient data communication between Salesforce and other IT platforms
- Salesforce components such as DataLoader, a client application for the mass import or export of data, and Flow, a powerful automation tool within the Salesforce platform that can be used to automate complex business processes
- Vendor-independent integration solutions with middleware such as MuleSoft to integrate Salesforce into any cloud or on-premise systems, or SAP Cloud Integration (CPI) to integrate Salesforce cloud applications into SAP landscapes.
What all our IT projects have in common is that you, the customer, are always the focus. Our IT solutions, methods and integration scenarios are always designed to create added value for you and make your company successful in the long term. With PTA’s IT experts, you have a reliable partner at your side who not only has technical expertise, but also a deep understanding of processes and industry knowledge.
Project ID: 6139
Introduction of a Salesforce Lightning CRM for the insurance brokerage business
Project ID: 6437
Introduction of the Salesforce Sales Cloud for Manufacturing
Project ID: 5127
Connection of a global CRM Salesforce cloud solution to a new SAP R/3 system
The most important Salesforce platform components in detail
Salesforce Customer 360 is a powerful CRM suite that you can use efficiently to take your customer relationship management to a new level. We would be happy to provide you with an initial overview of the most important Salesforce platform components, their basic functions and added value.
Agentforce - the new AI "Level 2" agent
Agentforce is the new AI-powered assistance platform from Salesforce that enables companies to integrate data in real time through intelligent automation and optimize workflows thanks to seamless collaboration. In addition, Agentforce enables personalized interactions in sales, marketing and service and takes your customer relationship management to a whole new, intelligent level. With Salesforce Agentforce, you not only make your customer service more efficient, but also more modern and future-oriented. This comprehensive solution gives your teams the tools they need to deliver a first-class customer experience.
Integration with the Salesforce Data Cloud takes your customer interactions to a new level. All relevant information – such as transaction history, service requests, preferences and real-time data – is bundled centrally. This gives your service department a 360-degree view of every customer. In this way, individual solutions can be offered without your service staff losing time on manual research.
Agentforce also integrates seamlessly into the Salesforce Service Cloud. Functions such as omnichannel routing ensure that inquiries are automatically forwarded to the right contact person – whether by phone, chat, email or social media. In combination with the case management platform, your teams can keep track of open cases and prioritize them efficiently.
Routine tasks and workflows can be easily automated in conjunction with Salesforce Flow. This reduces manual activities, saves time and gives your team the freedom to concentrate on value-adding tasks. We are happy to provide you with some practical examples that illustrate how Agentforce can transform your service business in key areas:
- Proactive support: Thanks to real-time data and AI, problems in this segment can be identified and resolved before they even escalate - for example, through early notifications in the event of possible system failures.
- Personalized interactions: A customer has a request, and the agent directly evaluates the customer history and shows solutions - for a faster and more satisfying customer experience.
- Efficient escalation: Enquiries can be automatically prioritized and forwarded to the appropriate team - this significantly shortens reaction and response times.
However, the areas of application shown here are not only effective in the service context. Further optimizations can also be found in the interaction with the entire Salesforce ecosystem:
- For example, in the sales area, by supporting your sales teams with AI-based recommendations, automation of lead qualification and personalized approaches based on real-time data.
- In the marketing department, by integrating your entire campaign management and developing targeted, data-driven marketing measures and optimizing the customer journey on this basis.
- In your field service by improving your field service processes through dynamic scheduling and real-time support.
- In the support area for your internal teams by automating helpdesk processes or optimizing your internal HR and IT workflows.
As you can see: Agentforce scores particularly highly in terms of flexibility. You also benefit from the numerous options for seamlessly connecting the AI “Level 2” agent with other Salesforce components such as the Sales Cloud, Marketing Cloud and Data Cloud. By combining these tools, you can create a holistic solution for a completely new customer experience.
Sell faster and smarter - with Salesforce Customer 360 Sales Cloud
If you decide to use the Sales Cloud, you are relying on one of the central building blocks of Salesforce Customer 360. With the Sales Cloud, you are using a flexible and powerful platform to realign your sales process. You benefit from a standardized platform that connects all your data and applications and from modern features such as Einstein AI or the modern Lightning interface. With a 360-degree view of your customers, you enable personalized interactions that build trust and strengthen long-term relationships. Marketing, sales and service work hand in hand and seamlessly support every phase of your customer journey.
Control your entire sales process with the Sales Cloud – from lead generation to customer retention and billing. Functions such as CPQ (Configure, Price, Quote) and Revenue Cloud ensure that you manage complex quotes efficiently and accelerate the sales cycle. The artificial intelligence integrated into the platform helps you to create forecasts, prioritize the best leads and optimally plan the next steps. With functions such as Chatter or the seamless Slack integration, you can streamline collaboration in your teams. With Salesforce Maps, you can support your sales force with optimal scheduling. Mobile availability rounds off the offering and enables you to be productive anytime, anywhere.
Combine all marketing tools on the Salesforce Customer 360 Marketing Cloud
The Salesforce Marketing Cloud, another core component of Salesforce Customer 360, provides you with a powerful platform with which you can combine all the important marketing tools. Whether you use Journey Builder to cover personalized, cross-channel customer journeys or Marketing Cloud Personalization (formerly Interaction Studio) to respond to your customers’ behaviour in real time and offer them exactly the content they need.
Using the Salesforce CDP (Customer Data Platform), you can create comprehensive, standardized customer profiles from all available data sources. Your advantage: optimal segmentation and personalization. At the same time, Datorama (now Marketing Cloud Intelligence) supports you in integrating, analysing and visualizing your marketing data. This allows you to make informed decisions and maximize the performance of your campaigns.
Thanks to Einstein AI, you can deliver highly personalized content via various channels at exactly the right time. With functions such as Einstein Engagement Scoring and Send Time Optimization, you can further refine your marketing activities and increase the success of your measures.
You can reliably automate complex marketing and data processes with Automation Studio – you can also handle recurring processes efficiently with this tool. The Content Builder allows you to create your content centrally and use it across all channels, while Mobile Studio reliably controls your push messages and SMS campaigns.
Seamless integration with the entire Salesforce ecosystem – from Salesforce CRM to Salesforce Service Cloud – enables you to deliver end-to-end, consistent customer experiences across all touchpoints. Salesforce also ensures that your data complies with the latest data protection regulations, including GDPR. Surprise your customers with experiences that are precisely tailored to their needs – and even make them aware of wishes they haven’t even expressed yet thanks to Einstein AI.
Salesforce Customer 360: Service Cloud - pick up your customers in a targeted manner
Do you want to interact with your customers whenever and however they want? With the AI-powered platform of the Salesforce Service Cloud, this is possible by connecting your service teams with your customers at any time and on any device. Thanks to Einstein AI technology, you can resolve critical issues before the customer even notices them. The Salesforce Customer 360 Platform gives you an all-round view of your customers – and the better you know your customers, the more you can delight them with first-class service.
With the Salesforce Service Cloud, you can grow with your requirements and offer a seamless customer experience across all channels – whether via social networks, SMS, internet, email, telephone, your products, service portals or communities. Omni-channel routing technology ensures that customer concerns are automatically forwarded to the relevant service employee, always taking into account their availability and expertise. This allows you to react flexibly to changes and adapt your service optimally to your customers’ requirements.
Thanks to central networking on a single platform, your field service is always up to date. And that’s not all: Einstein Bots enable your customers to use self-service around the clock and solve simple queries completely independently – this is efficient and takes the pressure off your support team.
With tools such as the Lightning App Builder and Flow Builder, you can customize your customer processes without any programming effort and integrate any number of backend systems. Thanks to CRM Analytics (formerly Tableau CRM), you gain deep insights into your customer data, make data-based decisions and thus continuously improve your services.
Improve internal collaboration by integrating Slack: your teams communicate more efficiently and are always up to date. With the powerful Hyperforce infrastructure, you can operate your service cloud securely and scalably in different regions, regardless of location and time zone, while meeting the highest data protection requirements at all times.
Salesforce Data Cloud: The basis for intelligent customer interactions
The Salesforce Data Cloud is a platform for standardizing and activating customer data in real time. It integrates data from different sources, harmonizes it and makes it usable for personalized customer interactions. As a central database, it forms the basis for modern AI applications such as Agentforce and Salesforce Einstein functions.
A key advantage of the Salesforce Data Cloud is real-time data processing, which enables companies to react immediately to customer behavior. The integration of data from CRM, ERP and third-party systems creates a 360-degree customer view that promotes personalized experiences and well-founded decisions. The data cloud also provides the necessary database for AI-supported automation, which is used in Agentforce to process routine inquiries and proactively support service teams.
The platform is highly scalable and offers comprehensive security and data protection functions. An important component of the Data Cloud is the Trusted Layer, which enables secure, uniform and governance-compliant use of customer data. It ensures that sensitive information is only accessible to authorized use cases while providing transparency and compliance with data protection regulations. This allows companies to build trust and ensure that AI models such as Agentforce operate on up-to-date and secure data.
However, the introduction of the Salesforce Data Cloud also brings challenges. A clean data structure and continuous data management are essential to ensure data quality. Integration into existing IT systems requires strategic planning, and the introduction of new data-driven processes requires a rethink in the specialist departments and the early involvement of all stakeholders.
The Salesforce Data Cloud plays a central role as the basis for AI functions such as Agentforce. By providing real-time data from various areas of the company, it enables precise analyses and well-founded decisions. Companies can not only modernize their data strategy, but also drive innovative AI applications to optimize processes and sustainably improve the customer experience.
Research in our IT projects in the area of Salesforce Customer 360 Platform
Quality assurance and approval of Potentially Reportable Incidents (PRIs) and Quarterly Complaint Check. …
For defined countries it should be ensured that the complaint handling of Potentially Reportable Incidents (PRIs) within the EMEA LATAM organisation is carried out in accordance with the legal and global requirements …
The validation service includes the support of the customer within the validation process of computerized systems for the whole life cycle. It starts with development, implementation and decommissioning. …
Support for the introduction of a global CRM solution for service based on Salesforce for the country with the highest turnover in the EMA region of a pharmaceutical group. The service solution …
Relevant questions about the Salesforce Customer 360 Platform
What are the main features of Salesforce Customer 360?
Salesforce Customer 360 provides a central platform that enables comprehensive integration of customer data and creates personalized customer experiences. The main functions include AI-supported customer relationship management, the development of individual applications and the integration of back-office systems via powerful APIs.
How does Salesforce Customer 360 differ from other CRM solutions?
Salesforce Customer 360 is characterized by its comprehensive integration of sales, marketing and service functions on a unified platform, supported by advanced AI technologies. This platform offers a 360-degree view of the customer, enables networking across all channels and increases productivity through customized applications and process automation. process automation .
Which industries benefit from the Salesforce Customer 360 Platform?
Salesforce Customer 360 can be used in almost any industry, including retail, financial services, healthcare, manufacturing and technology. Every industry can benefit from the personalized customer approach, improved sales processes and the ability to manage all customer data centrally and clearly.
