The Salesforce ecosystem came together for Innovation Day Istanbul on 5 November 2024 at Raffles Hotel Istanbul. The event, announced with the message ‘Dreamforce is coming to Istanbul’, included reflections from Salesforce's main event Dreamforce, which was held in the USA last September and attracted great interest.
As Ritmus, we listened to the current developments in the Salesforce world, reinforced the knowledge we gained at Dreamforce 2024 and had the pleasure of meeting with the leading representatives of the ecosystem. At the event, our General Manager Ahmet Sezer shared examples of how artificial intelligence transforms customer experience with capabilities such as personalisation and data-driven insights in the panel titled Transforming Customer Experience with Artificial Intelligence. We also held a panel discussion about our successful project with Eczacıbaşı Vitra Karo, the details of which you can see below.
In this article, we have compiled the unmissable and the most important details of the event for you. We believe that these details will give you an idea about Salesforce's approach to artificial intelligence and what kind of future awaits us in artificial intelligence-human interaction. Have a pleasant reading...
The Power Combining Salesforce Experience and Artificial Intelligence: Agentforce
The highlight of the event was undoubtedly Salesforce's new technology Agentforce. This technology, which will reshape customer service and field operations, in its simplest definition, offers companies the opportunity to create artificial intelligence-based ‘agents’ (virtual representatives) that will cooperate with human power. The main advantages Agentforce offers to companies can be listed as follows:
It effectively responds to incoming support requests by working like an artificial intelligence-supported service representative.
It eases the burden of the support team by responding to complex customer requests in a natural dialogue flow.
In the field of sales development, it directly communicates with prospective customers, answers their questions and plans meetings.
It helps accelerate sales processes by increasing interaction with potential customers.
Like a sales coach trained based on the successful practices of sales teams, it attends the calls of new sales representatives, providing real-time tips and guidance on dealing with customer objections.
Easily integrated into existing workflows, it works seamlessly with other applications and increases efficiency by providing integrity in customer service, sales and support processes.
Driving Force of Agentforce: Data Cloud
One of the platforms that stood out at the event was Data Cloud. This platform, which forms the basis of Agentforce, is at the centre of the entire Salesforce platform, combining customer and business data and enabling the delivery of personalised customer experiences that best meet expectations at the right time, with the right approach. Salesforce explains the components of Agentforce as Artificial Intelligence, Human, Data and Action. All these components form a system that optimally combines artificial intelligence and human power and feeds them with actionable data. The role of Data Cloud in this system is to enable you to capture the right data from different channels and sources and use it securely and help you better understand your customers, processes and actions to be taken. These platforms, which Salesforce emphasised both at Dreamforce and Innovation Day, also point to an artificial intelligence approach. This means an artificial intelligence approach that supports human intelligence with the power of data and aims efficiency by seamlessly integrating with all other applications and systems used.
Success Story: Ritmus and Eczacıbaşı Vitra Karo Panel
We took the stage with our valued customer Eczacıbaşı Vitra Karo in the panel titled Success Story with Ritmus. In the session where our Sales and Marketing Manager Duygu Bilen and Consultancy Unit Manager Seda Arpalı represented our company, CDO Ayşe Fıçı and Vitra Karo Sales Director Mert Sevil representing Ezacıbaşı were our guests.
In the panel, we examined in depth the transformation created by the Salesforce platform in Vitra Karo's marketing and sales processes. We talked about the results achieved thanks to Salesforce solutions such as Sales Cloud, Service Cloud, Commerce Cloud and Account Engagement, some of which we have included below:
Development times were shortened with the start of tracking sales processes, which were tracked through different systems for different countries, from a single system.
Sales teams in different countries started to create customer journeys specific to different customer candidates and segments.
It became possible to monitor field team actions and account activities through the system.
Acceleration of the projected offer and pricing processes of the sales team and directing high potential leads to the sales team through the system contributed to the improvement of sales processes.
Informing the dealers about the campaigns and enabling them to place orders through the system contributed to the rapid depletion of the remaining stocks.
The ability to design e-mail, landing page and website forms through the system improved marketing processes.
Improvements in processes enabled sales and marketing teams to focus on their core business and work in a way to support each other.
An increase in the number of customers was observed thanks to customer-specific communication.
See you at future events
We summarised the highlights of the Innovation Day Istanbul event, which was very productive. We hope you found it useful. As Ritmus, our goal is to reunite with the Salesforce world in new events and share our experiences with you. See you at the upcoming events...
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