Salesforce and ServiceNow are two of the most popular and versatile enterprise platforms that can help businesses improve their customer service, workflow automation, and cross-team collaboration. Integrating these two platforms can bring many benefits for both the customers and the employees of an organization. Here are some of the key reasons why integrating Salesforce and ServiceNow is a smart move:
Enhanced cross-team collaboration
By integrating Salesforce and ServiceNow, you can eliminate information silos and communication gaps between different teams and departments. For example, you can sync customer data, tickets, incidents, tasks, and workflows between Salesforce Service Cloud and ServiceNow ITSM, enabling faster and more efficient resolution of customer issues. You can also leverage the bi-directional sync between Salesforce Sales Cloud and ServiceNow CSM to align your sales and service teams and provide a consistent customer experience across the entire lifecycle.
Improved visibility into recurring issues, tasks, and operations
Integrating Salesforce and ServiceNow can help you gain a holistic view of your business processes and performance. You can track and monitor key metrics, such as customer satisfaction, service level agreements, resolution time, and productivity, using dashboards and reports in both platforms. You can also identify patterns, trends, and root causes of recurring issues and problems, and take proactive measures to prevent them from happening again.
Integration as a service is not just about moving data from one place to another. It’s about transforming data into meaningful information that can drive business value.
David Linthicum, Chief Cloud Strategy Officer at Deloitte Consulting
Faster client-related issue resolutions
Integrating Salesforce and ServiceNow can help you speed up the delivery of your services and solutions to your customers. You can automate workflows and tasks across both platforms, reducing manual work and human errors. You can also leverage the artificial intelligence and machine learning capabilities of both platforms to provide smart suggestions, recommendations, and insights to your agents and customers. For example, you can use ServiceNow Virtual Agent to provide chatbot support to your customers, or use Salesforce Einstein to predict customer behavior and preferences.
Maintaining high levels of CSAT
Integrating Salesforce and ServiceNow can help you improve your customer satisfaction and loyalty. You can provide seamless and personalized service to your customers across multiple channels, such as email, phone, web, chat, social media, etc. You can also collect feedback from your customers using surveys and ratings in both platforms, and use them to improve your service quality and offerings. By integrating Salesforce and ServiceNow, you can ensure that your customers are happy and satisfied with your products and services.
Integration as a service is not without its challenges. It requires careful planning, governance, security, and performance management. It also demands a shift in mindset from traditional integration approaches to more agile and collaborative ones.
Gartner
Minimizing errors, data gaps, and silos
Integrating Salesforce and ServiceNow can help you ensure data accuracy and consistency across both platforms. You can avoid data duplication, mismatch, or loss by syncing data in real-time or on a scheduled basis. You can also enforce data validation rules and policies to ensure data quality and compliance. By integrating Salesforce and ServiceNow, you can eliminate data errors, gaps, and silos that can affect your business performance and customer trust.
Elimination of miscommunications
Integrating Salesforce and ServiceNow can help you avoid miscommunication between your teams and customers. You can ensure that everyone has access to the same information and updates in both platforms. You can also use notifications, alerts, comments, notes, attachments, etc., to communicate effectively with your colleagues and customers. By integrating Salesforce and ServiceNow, you can foster a culture of collaboration and transparency in your organization.
In conclusion, integrating Salesforce and ServiceNow is a beneficial strategy for any business that wants to optimize its customer service, workflow automation, and cross-team collaboration. By integrating these two platforms, you can enhance your business efficiency, productivity, agility, innovation, and customer satisfaction.
