Salesforce debuts new integrations with Slack

Salesforce has rolled out new innovations that combine the power of Slack and Salesforce so teams can stay connected, productive, and get work done anywhere.

“Salesforce and Slack are creating the digital HQ to help every company adapt and get back to growth in this digital-first, work anywhere world,” said Bret Taylor, president and COO, Salesforce. “This is just the beginning for the Slack-First Customer 360 – which will fundamentally reshape how work gets done by connecting employees, customers and partners and the apps they use on a single platform.”

Nine out of 10 companies plan to combine remote and onsite work going forward, but only 33% feel prepared to navigate this new hybrid work world. Slack-First Customer 360 is the answer, with Slack as the hub that empowers everyone in an organisation to communicate, collaborate, and take action on information from across Salesforce and all the other business apps, systems, and partners they use.

According to Salesforce, the new pre-built integrations between Slack and Salesforce enables every department — such as sales, service, and marketing — to collaborate in channels that unite teams and streamline workflows built around CRM data, giving them a single source of truth for their business and a single, shared view of the customer.

Business processes can be automated in Slack to make work simple, productive, flexible and pleasant. And with Slack Connect, companies can now work securely with external partners, vendors and customers, driving stronger relationships and faster results.

“The hybrid workplace requires the right digital tools to keep customers and employees connected, productive, and engaged,” said Arvind Krishna, Chairman and CEO of IBM. “The combined power of Salesforce and Slack is helping IBM deliver more value across every customer and employee interaction.”

Salesforce and Slack are giving sales reps the ability to collaborate on deals in real-time and drive growth from anywhere, with sales reps using Slack seeing an average of 15% faster sales cycles. The new capabilities provide deeper visibility into account details in Sales Cloud and connect the right people to close deals fast – all in Slack as the system of engagement.

In addition, through Salesforce and Slack, teams can collaborate to provide real-time customer support, bringing customers directly into the channel when necessary. Service agents get instant access to relevant Service Cloud case data, experts and channels in Slack, resulting in an 11% improvement in customer satisfaction scores. These Slack-First innovations help service teams automatically identify and bring the right experts into a case, accelerating customer response times.

A global survey of marketers shows engaging customers in real time is a top challenge, but 76% of marketers agree Slack has improved their ability to make quick decisions. Together, Salesforce and Slack give marketing teams and agency partners a shared digital workspace, and with today’s innovations, marketers can collaborate on customer journeys and get insights fast.

Intelligent, AI-driven insights from Marketing Cloud and Datorama – such as engagement being lower than expected – are shared directly in Slack, ensuring teams can take action fast to ensure campaigns stay on track.

Workflow notifications automatically update Slack channels when changes to a marketing journey (i.e. a new email headline) are made, giving teams the ability to review, collaborate on and approve changes instantly.

Moreover, Tableau and Slack expand the visibility of analytics across the organisation and enable customers to stay on top of data from anywhere. Today’s new innovations help people access data-driven Tableau insights in Slack so they can make smarter decisions fast.

How Salesforce partners drive Slack-First strategies 

Partners are crucial to extending the power of both Salesforce and Slack to customers worldwide. Salesforce Global Strategic partners Accenture, Deloitte and IBM, as well as consulting partners Silverline, Slalom, and Traction on Demand are investing in Slack across their businesses and practices, and certifying consultants to deliver Slack-First digital transformations for customers.

In addition, ISV partners such as DocuSign and Vidyard offer Salesforce-based apps that already integrate seamlessly with Slack, powering connected experiences and workflows across the Slack-First Customer 360.