How exactly does Vlocity add value to Salesforce?

You have probably already heard about Vlocity, Salesforce's most recent $1.33 billion acquisition. Let's examine how Salesforce and its clients will benefit from the Vlocity acquisition. What fresh chances does the ISV bring with it, too?

Salesforce the worldwide CRM leader has been around for over two decades now providing end-to-end business solutions right from lead generation up to customer success with an added advantage of an AI-led analytics tool and cutting-edge IoT-based solution. Salesforce offers a 360-degree view of the customer through its cloud-based solutions. Vlocity Salesforce Training focuses on producing experts who aren't just ready to handle the platform but build solutions to keep their respective companies and their careers ahead of the competition.

 

Salesforce provides extensive solutions across a gamut of industries horizontally, nevertheless, it's always concentrated on allowing its partners to build expert solutions for industries vertically. That’s where Vlocity marks an entry. Certain businesses can benefit from adopting a combined package in one location thanks to Salesforce's all-encompassing solutions and Vlocity's in-depth industry-specific experience.

Being a relatively new company in the field of cloud computing, Vlocity has amassed extensive technical expertise across six distinct industries, including:

• Communications,

• Media and Entertainment,

• Energy and Utilities,

• Insurance,

• Health and

• Government

Let's examine by looking at a use case of how Telus, a communications company, was helped by Vlocity.

Telus may be a North American telecommunications company that provides products and services, like wireless, data, Internet protocol (IP), voice, television, entertainment, and video.

Telus decided to chase its most vital metric, the Likelihood to Recommend (L2R) to gauge customer loyalty. L2R is a component of the NPS (Net Promoter Score) and at Telus, it determines customer satisfaction and is correlated with revenue and profitability growth. As a result, an initiative to enhance service quality seeking 4 objectives was launched:

1. Accelerate “Time to Market” (TTM) for brand-spanking new offerings

2. Reduce “Average Handling Time” (AHT)

3. Reduce the “Quote to Order” cycle time

4. Provide a uniform experience across assisted and unassisted channels

Salesforce's Service Cloud and CPQ (Configure, Price, Quote) solutions were first introduced by Telus. The CPQ software wasn't flexible enough to generate estimates and take orders for communication services when Service Cloud reorganized account, contact, lead, and opportunity management, helping to raise L2R scores. Agents can need up to 20 minutes to provide a quote for a client.

At a Dreamforce event at that time, Telus was first introduced to Vlocity. Telus discovered that Vlocity had already created the Communications Industry Cloud, which they had spent months and millions of dollars developing themselves.

As a result:

1. 10% increase in customer L2R

2. 24% increase so as accuracy

3. 54% faster quoting and ordering

4. 80% faster product launch time

Here, we'll see in plain sight how Vlocity may benefit clients who work in particular industries by saving them millions of dollars and helping them to launch products much more quickly.