Yesterday, at Dreamforce conference 2022, Salesforce announced the launch of Genie, the world’s First real-time CRM, that can help companies improve their customers’ experiences.
“Every business leader wants to take advantage of real-time data to create compelling, personalized customer experiences — milliseconds matter in this new digital-first world,” David Schmaier, president and chief product officer at Salesforce, said.
While Salesforce Customer 360 addresses this problem by helping companies bring all their customer data together in a single platform, the whole problem is not solved. This is because the volume of data is growing fast and companies need a way to response quickly on information as soon as it is generated – to accumulate new customers, retain them and keep them satisfied. To solve these problems, Genie, the latest Salesforce innovation, comes to facilitate the interaction between seller and customer.
What does Genie do?
With the power of Genie, you can put real time data into the Salesforce Platform, so you can build personalized experiences that your customers need in any field – sales, service, marketing, e-commerce and so on.
Genie makes it easy to connect all the data that you have from every channel – cloud, mobile, web, APIs, or even legacy data through Mulesoft. Once you’ve connected all your data, an important innovation is that Genie builds real-time customer graphs. These graphs include all the information you hold and merge it into a single format. What’s interesting is that the graphs change just as your customer does. Therefore, you will be able to track all your customers’ activities in real time, the way they interact with you across different channels and make predictions and recommendations on what they will do.
(How Genie Works – source: Salesforce)
Genie – a real-time guidance tool for employees
Einstein artificial intelligence in Salesforce CRM powers more than 116 billion predictions for companies around the world every day and the advantage is that using Genie, the predictions are generated in real time.
Similarly, Salesforce Flow, which saves customers over 100 billion hours each month, can use this real-time information to accelerate actions automatically.
What impact does Genie have for the functioning of various departments?
Einstein help you along the way with predictions and recommendations in real time and it’s fully integrated because we all know how important is to integrate data across every single system that you have.
- With Sales Cloud Genie, sales rep can get guidance and recommendations from Einstein to adapt to a customer conversation and close a deal with him.
- With Service Cloud Genie, every service rep can solve alerts as well as other customer issues in real time.
- With Marketing Cloud Genie, marketers can deliver various customized messages to shoppers, adapted to their activity across different segments in real time.
- With Commerce Cloud Genie, every retailer can create customized experiences for shoppers, tailored to their real-time actions.
David Schmaier also pointed out that 500 companies use Genius and enjoy its benefits, including Formula 1, Ford, L’Oreal and PGA Tour Superstore.
So, what are you waiting for? Let’s bring magic to customer experiences!