OVERVIEW:

Integrating Sprinklr with Salesforce empowers businesses to unify customer interactions and streamline workflows across social media and CRM platforms. This integration enhances customer engagement, improves service efficiency, and provides a holistic view of customer data. Sprinklr + Salesforce Connector helps in enhancing the Superior Customer & Employee experience provided by the Salesforce Connector by  Augmenting existing Customer Service solution with modern channels and advanced capabilities. 

USE CASES:

• Customer 360º - Listen and enrich your customer data in CRM with 30+ digital and traditional channels by seamlessly blending public data with your exclusive private chat and email data to create a 360º view of customer needs.

  Expected Impact: Move 25% of contacts from traditional channels to Social & messaging.  
   

• Case Management: Enable agents with context & single view of the customer journey across channels.

  Expected Impact: Reduce upto 4 Mins of handle time by eliminating repetitive tasks. 
   

• Unified agent desktop - Empower agents to engage on 30+ digital and traditional channels with context & single view of the customer journey across channels. 
   

• Conversational AI Bots - Provide 24*7 self-service across text & voice channels with conversational AI bots to solve repetitive queries and log that information into CRM as cases. 
   

• Collaboration - Allows teams to seamlessly triage and collaborate internally between both platforms using bi-directional sync of Sprinklr collaboration notes and Salesforce case comments. 
   

• Unified Analytics - Enrich CRM with customer service insights from digital and traditional channels.

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FEATURES SUPPORTED:

• Create customer support cases in Salesforce from social posts and messages like Facebook, Twitter, etc.

• Create Salesforce accounts, contacts and leads from social profiles such as Facebook, Twitter, etc.

• Respond and natively engage with your customers on social and messaging channels in Salesforce via the Sprinklr Care Console Iframe

• Bi-directional real-time sync of case level properties like status, priority etc.

• View social details and activity history for accounts, contacts, and cases.

• Automate account, contact and case creation with Sprinklr Automation Engine.

• Ability to triage and collaborate with agents across Salesforce and Sprinklr using Sprinklr case notes and Salesforce case comments.

• View historical Salesforce cases in Sprinklr using the customer details like email ID, phone number etc.

• Control the visibility of Livechat Icon on the brand website based on agent's availability and capacity in Salesforce.

• Make outbound calls and recieve inbound calls within Salesforce via the Sprinklr CTI widget .

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CASE CREATION AND MANAGEMENT:

Salesforce cases can be created, linked, and monitored directly in Sprinklr. Care agents have immediate visibility of the progression and status changes of cases and the opportunity to make updates along the way. Collaboration between agents and social teams is enhanced as cases exchange hands, with case notes, context, and clear workflows that lead to faster resolution and improved customer satisfaction.

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• Manage customer support issues within Salesforce while understanding the context of the conversation within Sprinklr.

• View cases' progression and status changes by creating a new Salesforce case when a support case surfaces on social media.

• Measure SLA times to set benchmarks and improve time to resolution.

• Improve CSAT with enhanced collaboration between agents that lead to faster resolutions.

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CONVERSATION MANAGEMENT:

Context is key to the conversation. Teams can quickly monitor past discussions around a particular case topic within Sprinklr’s moderation dashboard. Learn who is referencing a specific issue, which cases receive the most chatter, and which messages require a quick response. Cases can be assigned to specific team members or updated to a different status within these dashboards. Responses will reflect the prior message history, case status, and profile information from Salesforce (such as email address and mailing address) combined with data from Sprinklr (such as social network user name and a number of followers) for greater accuracy and personalization.

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• Monitor discussions around a particular case topic within Sprinklr’s moderation dashboard.

• Gain insights on specific issues, high-priority cases, and cases with high engagement.

• Assign specific team members to cases.

• Reference customer profiles and past case information for personalized, contextual customer care.

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PREREQUISITES:

CASE STUDY - Global Technology Company:

CONCLUSION:

The Sprinklr Salesforce integration is a powerful solution for businesses looking to enhance their customer engagement strategy. By unifying social media and CRM data, organizations can deliver superior customer experiences, streamline operations, and drive data-driven decisions.