Salesforce Launches SMB Analytics

Salesforce announced Thursday (Nov. 12) that, through SalesforceIQ, the company is integrating with Desk.com to focus on small business and, specifically, sales.

As the two firms noted in a joint release, customers are in the habit of demanding speed and personalized experiences across various channels. But the vast majority of SMBs are not equipped to meet those expectations because they have not connected the appropriate apps. Thus, the companies said, they have a “siloed” view of customers that means revenue opportunities are lost.

Desk.com is a customer support app that can be used to get a help desk functioning in as little as a few hours. The firm said in the release that its customers report response times that are up to 42 percent faster, with an attendant 38 percent increase in agent productivity and also a 36 percent increase in customer satisfaction, even while the costs of supporting such a platform declined by 27 percent.

The combination of SalesforceIQ and Desk.com means that a more unified view of the customer is presented. The former offers analytics through what it terms relationship intelligence — across email, calendars and other data points — and identifies patterns that may prove to be useful, especially to service organizations.

[bctt tweet=”The combination of SaleforceIQ and Desk.com means that a more unified view of the customer is presented.”]

The sales force individuals themselves can look across sales activity, gleaning insight from deal sizes, inactive days and other data points that are germane to customer relationships. The sales force also has access to what the release said would be data points relevant to determining “customer health,” including open files and service calls. The data and analytics are available right out of the box across both sales and service professionals.

The companies said that the integration for Desk.com and SalesforceIQ are available immediately and will also be included with Desk.com Pro and Business Plus Editions and SalesforceIQ Growth and Business Plans.

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