Comprehensive Software Reviews to make better IT decisions
Salesforce Outage Leaves Organizations Scrambling to Cover Core Processes for CRM
Salesforce is a well-established player in the customer relationship management (CRM) space, with compelling plays in adjacent markets such as marketing automation, customer service, and customer collaboration software. Salesforce is a market titan in CRM, with over 400 in-depth reviews submitted on SoftwareReviews.com (far surpassing any other vendor).
On May 17, a global outage struck a large number of Salesforce’s customers. Instances of Salesforce that had Pardot were hit by an endemic permissions issue, which caused Salesforce to heavily restrict access to common objects as a measure to protect sensitive customer data. The outage first occurred Friday morning, and was not fully resolved until Saturday evening. While the Salesforce technology team was able to isolate and fix the issue, the damage was done. Sales and service operations at many of Salesforce’s customers ground to a halt, as commercial staff were unable to access critical account, opportunity, and case information.
The incident underscored that even popular SaaS vendors such as Salesforce are not immune to outages. While we expect the reputational damage to Salesforce will be relatively short-lived (and the overall shift to SaaS CRM solutions will continue unabated), it does provide a wake-up call to IT leaders. IT must have a cogent strategy to communicate quickly and effectively to affected teams when an outage occurs, and have contingency processes and operating procedures in place to deal with outages (such as fallback applications for account note-taking that can later be ported back into the core CRM environment).
- Salesforce is an established market leader in CRM, as well as adjacent areas such as marketing orchestration and customer service platforms.
- Salesforce experienced pervasive service outages on May 17, 2019.
- This outage is unlikely to dent the firm’s long-term prospects or the widespread market move to SaaS CRM, but it still underscores the need for IT to have contingency processes in place for dealing with outages in critical enterprise systems.
Want to Know More?
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware
ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.
Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?
Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.