Archive for the ‘Blogs’ Category

Salesforce Sales Cloud or Microsoft Dynamics?

Friday, October 2nd, 2020

The CRM industry is highly competitive, forming the biggest software market with expectations to grow up to $40.26 billion in size in 2023.  Even though we can find numerous CRM products today, the most significant influencers are still the two giants; Salesforce and Microsoft.

While Salesforce holds 19% of the CRM market share, Microsoft Dynamics is also gaining its weight at almost 3%.  Many digital transformation professionals could argue pros and cons of both CRM’s — but, we must take into account the speediness and interconnectedness of SaaS evolution. So, if today Salesforce offers a feature, it’s likely for Microsoft Dynamics to provide a similar capability soon after.

For this reason, we will differentiate the CRM’s by the following aspects:

  1. Implementation & Ease of Use
  2. Scalability & Customisation
  3. Price 


Read on to find out more.


Forecasting Sales with Salesforce

Friday, September 25th, 2020

Sales forecasting represents the activity of predicting the sales pipeline and its final revenue within a chosen period, answering the two fundamental questions of any sales department — how much and when.


According to Salesforce, sales leaders tend to be accurate within 10% of their forecast more than 50% of the time.   (more…)

Boosting Digital Engagement with Salesforce

Friday, September 18th, 2020

Boosting Digital Engagement with Salesforce through WhatsApp, Live Chat, SMS and Facebook


Maintaining several channels to engage with customers has become a regular occurrence with businesses. However, keeping up with market trends and customer’s expectations is what tips the scales in your favour.  There are many benefits of boosting digital engagement for a company, but it comes down to developing stronger relationships with your customers to increase customer retention. 

On the other hand, when customers interact with a digitally-savvy business, they experience benefits such as:

  • Choosing the most convenient channel to interact with the company 
  • Having an option to self-serve through website chat
  • Getting important information through SMS notifications
  • Have access to faster alternatives to voice calls with SMS, messaging, and chat


To get a better idea of how to improve your digital engagement strategy, read on.


Messaging channels to consider adding to your digital engagement strategy



In the Spring 2020 release, Salesforce introduced integration to one of the most used social messaging application – WhatsApp.  As of July 2020, two billion users were accessing the WhatsApp messenger monthly, and fortunately, Salesforce has provided a way to integrate the app with the CRM, so that customers could use it to communicate with businesses. 

Through Salesforce and WhatsApp integration, the engagement can flow both ways, including:

  • Customer-initiated conversations for specific customer care interactions
  • Business-initiated notifications which are relevant pre-approved messages

 According to Salesforce, this change applies to Lightning Experience for the Enterprise, Performance, Unlimited, and Developer editions. To have WhatsApp set up in your Salesforce instance, you can follow Salesforce’s guidance here.


Live Chat

Having a quick and easy engagement channel right on the company website is a win-win for both the business and customers.   Live chat can provide answers in real-time, to engage with customers browsing the web or provide answers as part of the customer care package. With Salesforce you can set chat on company websites for both desktop and mobile browsers.

By leveraging live chat, your customer service reps can quickly respond on the platform, or to scale even further, you can use Einstein AI bots capabilities to routine customer questions or redirect to the right agent.



SMS messages have an impressive opening rate of 98%, which makes it an excellent opportunity for businesses to apply it to good use. Similarly to WhatsApp, SMS messaging gives customers an option to communicate with customer service reps using text messaging.   On the other hand, businesses can use SMS messaging for service, sales and marketing purposes.

For example, companies can leverage SMS messaging to:

  • Collect additional account details
  • Follow up on leads after a sales call
  • Send occasional messages, such as for customer’s birthday 
  • Bulk message users for promotional and sales purposes

Find more about how to set up SMS messaging in Salesforce here.


Facebook Messenger

Another useful channel to interact with your customers is Facebook Messenger. Customers use Facebook Messenger to send messages to your company’s Facebook page, and customer service reps can accept the message and reply from the Salesforce Service Cloud. 

Customer care agents can also reach out to customers on these channels to keep them updated or use automation to send customers messages when Salesforce records change.

As Facebook Messenger is one of the most popular social networks and messengers worldwide, it’s worth the consideration of adding it to your digital engagement channels.  You can use the guided setup flow to set up a Facebook Messenger channel.


Final Thoughts

Have you tried engaging with your customers through the channels listed above? In case you need support with improving your digital engagement methods, feel free to reach out to our team of experts at Cloud Orca.

Use Salesforce Inbox to Boost Sales Performance

Saturday, September 12th, 2020

Salesforce Inbox is the smart inbox that leads to a productive sales process. 

The app unites all of your email clients into one app, to ensure no information is missed and that the rest of the sales process flows smoothly. Research has repeatedly revealed how most sales reps waste time going back and forth between email and other applications, logging their activities into the system, and scheduling appointments on the fly.

In the era of virtual sales, where sales reps are increasingly likely to chat with the prospect from behind a computer screen — having quick access to necessary tools is vital. Salesforce Inbox helps cut the busy work from logging activities, scheduling appointments, and researching the prospects by uniting the CRM, calendar, and social media — right in your email client. From here, you can access your CRM data, create new or update old CRM contacts.

Read on to find out how Salesforce Inbox boosts sales performance. (more…)

The Changes In Customer Service Standards Due To COVID-19

Monday, August 24th, 2020

As a result of the COVID-19 pandemic, businesses across the world found themselves having to reiterate their operational models.

Customer service centres experienced a massive spike in call volume, especially across the travel industry after numerous trips were being cancelled. Other examples include financial service companies, such as lending institutions, having to shift their priorities, as many customers required additional support through these difficult times.  Countless businesses quickly embraced self-service channels, pushing customers towards chat, email or social media.

Luckily, Cloud technology helped employees deal with multiple enquiries, shift channels to free up capacity and adapt to this new situation quicker.  Based on what we’ve seen unfold so far, the question remains — how do we approach the future of customer service? Read on to find out.