Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions.

A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.

Salesforce is the customer company. We make cloud-based software designed to help businesses connect to their customers in a whole new way, so they can find more prospects, close more deals, and wow customers with amazing service.

Customer 360, our complete suite of products, unites your sales, service, marketing, commerce, and IT teams with a single, shared view of customer information, so that your company can become a customer company, too.

It helps teams work better together. Your business may use a single Customer 360 app, or a combination of many. By improving team communications and productivity, businesses drive greater success.

Check out our Salesforce Pricing and Packaging Guide, which will walk you through your options for investing in a Salesforce platform.

Salesforce customers have two options for investing in our platforms and CRM system.

• Editions: When a customer buys an edition, they’re getting a single package that bundles some of our most popular features.
• Add-ons: Customize your CRM solution with add-ons in order to get exactly what your business needs. Add-ons have different tiers of functionality, similar to how our editions have varying levels of functionality for most products.

To learn more about our products and their costs, please visit the Salesforce Product Pricing page.

For organizations in the nonprofit, education, or philanthropy sectors, Salesforce offers a special version of our CRM platform and other solutions. The salesforce.org website gives more insight into how to qualify for reduced- or no-cost solutions for your organization.

As always, our representatives are available for a no-pressure consultation to help you figure out the best CRM solution for your budget and business needs. We can find the services and packages that will serve your current needs, with plenty of options for growth in the future.

A CRM platform can help increase sales because it simplifies and smooths the interactions between a company and its customers. By serving as the organized, complete customer relationship management platform — full of data, analytics, reports, notes, and more — a CRM platform can help companies make objective decisions that best serve their current customers and allow them to reach new customers more effectively.

Learn more:

• The End of Spreadsheets: Why Your Sales Team Should be Excited about a CRM Solution
• 7 Signs You Need a CRM System (Customer Relationship Management)
• Is Your CRM Program Living up to its Potential? 8 Surprising CRM System Benefits
• Three Reasons Why CRM and Cloud Computing are Critical to Your Business Growth

1. Call volume

Have you seen a decrease in calls?

Customers want service to be as easy as placing an order on an app for food delivery or requesting a lift through a rideshare service. They’re used to getting an accurate, up-to-the-minute estimated time of arrival. 

Call volume can be one of the most important field service KPIs to monitor, helping you get a better handle on efficiency. If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, use appointment assistance on your customer-facing app. 

2. Timeliness of On-Site Arrival

Are your mobile workers meeting customer expectations for punctuality?
Nothing is more frustrating for customers than receiving inaccurate estimated arrival times, as it wastes their valuable time. If you’ve integrated a connected solution but your field service metrics reveal that your frontline workers are still failing to reach job sites on schedule, consider the following remedies:

Route Optimization: Empower dispatchers to efficiently manage each location, identify the most efficient routes, and aid in planning by providing a comprehensive map view on their screens.

Intelligent Planning: Access real-time intelligence, enabling a comprehensive overview of your mobile workforce. With visibility and AI-generated recommendations, you can assign (or reassign) the most suitable employees and contractors to each task based on factors like location, availability, skills, and equipment.

Geolocation Tracking: Incorporate GPS technology into your field service app to guide your mobile workers along the shortest path to the site, offering dispatchers a comprehensive resource view in the field.

3. Jobs per day

Are you scheduling in the most efficient way?

A major benefit of a field service management solution is having better visibility into field service KPIs that show what’s happening in the field. Dispatchers can optimize simple or complex scheduling and take on more jobs by seeing as little as two weeks and as much as six months ahead to make appointments and account for absences. 

4. First-time fix rates

Are your workers able to solve issues in one visit?

If your frontline service workers still struggle with resolving cases on the first visit, make sure they have the best mobile capabilities for hitting field service KPIs like this one.

5. Customer satisfaction

Is your 5-star effort getting 5-star reviews?

In the past, field service had little to no visibility into customer satisfaction (unless, of course, a customer called to complain). Now, there are more ways than ever to gain insight into one of the most critical field service KPIs: customer satisfaction.

6. Employee and contractor turnover

Are your processes helping you keep workers happy and productive?

Field service sees a high turnover rate from mobile workers who struggle to get paid on time due to slow, manual time-tracking and approval processes. One of the most important field service KPIs to monitor is turnover, so you can see if employees are satisfied in their roles.

7. Overall costs

Is your field service management solution clearly saving you money?

Your connected field service management solution drives efficiencies for dispatchers and improves productivity in the field with a complete view of the customer

In many cases, Salesforce products integrate directly with many outside applications and systems to help you connect your data. For those that don’t have built-in integration, like on-premises data sources, you can purchase licenses of MuleSoft, work with our integration partners, or use apps on AppExchange.

Talk to a sales representative to get an idea of what integration solution works best with the Salesforce products you use.

You can add products or upgrade at any time, but some products may need to scale together. Reach out to our sales department at 1-800-667-6389 to see what works for your business.

Simply fill out the free trial form, and your free trial will open inside the same window. From there, you can import data in minutes and take a look at everything we can do for your business. Trial subscriptions cannot be used in a production capacity and must be used only for non-production purposes.

Whenever you’re ready to buy, hit “Subscribe Now” from within your trial to purchase licenses. When your trial expires, you will be prompted to buy or give us a call for more info.

Our entire business is built on trust and security; over 150,000 businesses trust Salesforce to keep their data safe in the cloud. We work everyday to make our platform safer, more secure, and more transparent.

Visit our trust.salesforce.com to get a real-time view of platform performance and security, as well as our compliance certifications and security documentation.