June 16, 2017
With the launch of Salesforce Einstein Analytics, the future of customer experience is rapidly upon us. Einstein Analytics adds intelligence to the entire CRM analytics workflow for companies to better connect customer experience to value. The portfolio of role-specific, native, self-service analytics apps automatically analyze billions of data points in mere minutes, without requiring users to build models or write algorithms, and include:
- Sales Analytics–allows sales reps and leaders to manage forecasts, pipelines, and team performance.
- Service Analytics–enables service agents and call center managers to improve customer satisfaction, agent efficiency and channel optimization.
- B2B Marketing Analytics–brings data-driven marketers insights on engagement, pipeline and campaign performance needed to take action.
How is this being accomplished? Salesforce’s new AI-powered Einstein Discovery automatically surfaces intelligent insights–signals in the data that sales reps ordinarily couldn’t see–and, with one-click storytelling, explains those insights, and enables users to collaborate on them. It also recommends actions, helps communicate findings quickly, and provides a deeper understanding of how recommendations were derived–guiding users through a smarter path to accelerate sales, improve customer service and optimize marketing campaigns.
Imagine what Einstein Analytics can do in real business terms: take Bluewolf’s client AmerisourceBergen, one of the largest global pharmaceutical sourcing and distribution services companies that delivers to over 70,000 health care facilities daily. Their deliveries translate to hundreds of thousands of interactions and data points, collected every single day. Einstein Analytics can analyze all of this data in minutes so employees can more easily and quickly identify moments of customer risk, like increased delivery times or pricing concerns, help reps understand relationship history, support resolution plans, orchestrate next best actions, and drive customer retention. Increasing customer retention–even by just a fraction of a percentage point–can translate to a significant ROI.
As Bluewolf found through its annual The State of Salesforce Report, companies that have increased their investments in analytics in the past 12 months are three times more likely to see their data as a competitive advantage than those that have stayed the same or decreased investments.
Today, data is your customer and the most valuable asset in delivering an exceptional customer experience. Augmented Intelligence (AI) solutions, like Einstein Analytics, enable companies to access data and related insights more deeply and uncover critical opportunities to understand and connect with their customers.
Salesforce and IBM’s recent global strategic partnership will also catapult this AI revolution further. Through this alliance, and delivered by Bluewolf, new insights from IBM Watson will be brought directly into Salesforce, combining deep customer insights from Salesforce Einstein with Watson's structured and unstructured data, across many sources and industries including healthcare, financial services, retail, and weather.
As the longest-standing Salesforce Global Strategic Consulting Partner, Bluewolf helps clients uniquely deploy Einstein and AI capabilities and can rapidly change how businesses make everyday decisions today. The path to an AI competitive advantage leads through Bluewolf.