Written by Neha Madiya
Lead Technical Content Writer
Salesforce supports the complete customer journey across all major functions: commerce, marketing, sales, customer service, communities, and more. By connecting Commerce Cloud with other Salesforce clouds, you can power the entire customer lifecycle from awareness and acquisition, to purchase and fulfillment, to advocacy and retention.
Amidst CRM Transformation, can you think of the best customer service experience you’ve ever had? Was that easy or tough to remember? Everyone agrees that excellent customer service makes a lasting impression and when executed well, can create customers for life.
If a customer-first strategy is the core of your business, congratulations! The next step towards success should be to assure your CRM supports this strategy.
Let’s look into why the companies are falling behind to meet the expectations of their customers.
Consider a company that interacts with its customers using its website. It’s a sure thing that the company wouldn’t think of redesigning its website just for its customers’ ease of use or having a personalized and seamless shopping experience across all channels and devices. Instead, they would invest in doing so only if the website was too old or had equally essential reasons derived from direct fiscal gain. But, when customers interact with various departments via different channels and devices, data needs to be unified/integrated across all these touch-points to provide an integrated customer experience - failing to do so results in a fragmented customer experience.
Today’s customers expect a tailored and personalized shopping experience based on their past interactions, irrespective of the channel and devices they used, expecting companies to adapt based on their actions and behavior.
Repairing a fragmented customer experience takes targeted effort across all departments of your organization and the right technical tools to pull it off. But it’s worth it. Getting the company to a place where customers, staff and leadership are all on the same page will lead to further conversions, sales, and, ultimately, stronger customer loyalty.
Now that we know what customers expect, let’s look into Salesforce Commerce Cloud and what impact do companies and their customers have on integrating it with other CRM Clouds.
Salesforce supports a complete customer journey across all primary functions: commerce, marketing, sales, and customer service. By integrating Commerce Cloud with other Salesforce clouds, the organization can power the entire customer life-cycle.
It requires installations, configurations and customization on both sides.
The service-cloud-connector enables viewing and management of Salesforce B2C Commerce case, customer, order, shipment, and payment data in Service Cloud via a CRM style single view of the customer.
The Commerce-to-Service Connector uses the Salesforce B2C Commerce Open Commerce API (OCAPI) and a series of Service Cloud-enabled REST services to 'announce' to Service Cloud when relevant data objects in Salesforce B2C Commerce have been created or modified.
Through these announcements, Service Cloud requests the identified data objects (ex. customers or orders) via OCAPI -- and then ingest elements of those data objects to create Service Cloud representations.
These features facilitate data synchronization of customers, customer addresses, orders, order line items, shipments, and payments between Salesforce B2C Commerce and Service Cloud via a collection of REST services provided by both clouds.
By connecting commerce to sales, marketing, service and more, you can easily drive revenue and build loyalty as well. Royal Cyber does that job for you. We make sure you provide best service to your customers before, during, and after the purchase. Royal Cyber has seasoned Salesforce consultants to help you connect Salesforce CRM and Commerce cloud. For more information, get in touch with our experts today.