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what's up everybody i'm brian tong your guide to all things salesforce and this is salesforce explained it's a series where we talk salesforce and technology without all the jargon or the buzzwords so make sure to subscribe to the salesforce channel and turn on those notifications so you never miss an episode because this episode is all about automation and we know automation is a term that gets thrown around a lot so we're gonna define it for you and share how automation can make marketing sales and customer service easier and because this is salesforce explained after all i will give you the 4-1-1 on how salesforce products including my personal favorite slack can help now let's get started first things first what is automation automation describes a wide range of technologies that make processes and workflows faster and easier but essentially it reduces or eliminates steps that us humans would normally do manually the idea is to use software to cut down on how many repetitive or monotonous tasks humans have to do freeing us up to tackle more complex and creative work that means a better experience for your customers and lower stress for your teams plus you know computers crush it when it comes to efficiency and business of any size can benefit from more efficiency right yeah and the bigger your business grows the more valuable automation becomes because the best automation systems are designed to scale alongside your business and make things easier as your business grows more complex so here are a couple of easy examples automation can automatically fix errors when filling out forms to make sure your data is as accurate as can be it can also send you an important notification to whatever device you're currently using so you won't miss an important update even when you're away from the office now as you can probably guess there are lots of different types of automation with salesforce you get out of the box automation solutions that lets you build your own customer automations there's also salesforce flow which helps people processes and systems all work together on the salesforce platform to deliver amazing and automated experiences the idea is that everything works so automatically that it seems like magic basically automation takes the work out of overly complicated workflows and you know what you get when you take the work out of workflow you get flow oh flow baby flow okay uh you know what so let's take a look at automation and action across different parts of a business like marketing sales and service so first up marketing automation marketing automation is technology that manages marketing processes and campaigns for you the tech works across multiple channels so you can target customers with messages across email web social and text need a real life example hey boom i gotcha a marketing automation system can schedule email sends create one-off campaigns manage your subscriber base and even run automated a b tests of email campaigns to find the message that inspires the most engagement and conversation marketing automation also helps with lead generation nurturing scoring and measuring overall return on investment on campaigns there's so many things automation can do for you you know am i right like just think of all the time that automagic just saved you now next up sales it's the same principle automate the repetitive stuff to free your sales reps up to focus on what they're great at understanding their audience's needs and delivering just the right message to prompt a purchase [Music] hey look okay say no more yes and with that in mind i give you the top three ways sales automation can make a sales rep's life easier one an accurate and consistent reporting cadence boom two scheduling meetings automate this otherwise manual process and save your reps dozens of hours each year and three proposal reminders set up automated nudges that gently help you push a sale through to the finish line all right cool right but check this out when you add ai and mix it all up here like salesforce does in our automation software sales automation gets some very handy very next level smarts for example ai powered sales automation can automate activity logging to keep track of every call and message with customers and prospects identify high priority emails and flag them in your reps's inboxes and sift through those call and email records to create new contact entries for you sales automation software is the tool and artificial intelligence is the assistant that makes the tool work smarter man i could use an assistant to help me work smarter like that now let's talk about how automation is used in customer service customer service automation helps service leaders and agents streamline and simplify customer service processes that would otherwise be pretty complex and that's pretty important when you consider that 83 of customers expect to solve complex problems by talking to just one person now customer service automation really shines in customer case management imagine a customer let's say how about me all right perfect let's just say i bought a refrigerator from your store and it stopped working well my refrigerator is still under warranty so i file a support ticket to get it fixed and ever thought about how many steps lie between me and my newly fixed fridge a lot like think about it here you'd have to validate the issue check the warranty terms schedule an on-site inspection order parts do the on-site repair and then close out the service record not exactly the simplest procedure and a lot of chances for errors and delays that can hold things up now if you've got a streamlined efficient and yes automated workflow for fixing refrigerators then you're good service calls get scheduled parts are ordered and refrigerators get back up and running again now if not one misstep or bottleneck holding up the process that could lead to unhappy customers and frustrated service agents so now you know that what automation is and how it can help different parts of a company so let's talk about how this all comes together which brings us to slack yes the messaging app for all businesses of all sizes and yes salesforce acquired slack back in 2021 and it fits nicely with everything in the salesforce product portfolio but you already knew that because you watched my what is customer 360 episode right right right you did anyways slack can help automate sales marketing and service processes by way of integrations they're available on slack's own app directory which has tons of integration options you pair salesforce with slack and that is a marriage made in customer relationship heaven now when you integrate salesforce with slack you can automate a lot of the routine processes that lead to better customer relationships teams can get strategic notifications on new deals support cases prospect activity and much more slack also takes automation to the next level by making it easy to automate routine functions through custom workflows so in just a few minutes you can create all kinds of automated workflows standardize how you collect requests from your team report real-time information get new team members up to speed and a whole lot more and you don't have to be a coder to use it you can build those workflows directly in app that's right live that no code life baby that's what i'm about now automation is truly a business's best friend today's automation systems can do so much for you it's like having an extra team or group of teams dedicated to just handling all the repetitive tasks that can get so tedious and frustrating for your employees the result is increases in efficiency decreases in burnout and a lot of bandwidth freed up to let your employees focus on what makes them great like solving problems and building customer relationships and the even better news is that you can get started with really simple next steps so go ahead and click the link on screen to learn how salesforce flow and salesforce customer 360 can best work for you we'll see you all next time