Alibaba Cloud and Salesforce jointly bring the world-renowned Customer Relationship Management (CRM) platform to China
Overview
China's vibrant and fast-changing market contains both opportunities and a unique set of challenges of regulations and technology. Salesforce provides a series of services hosted and operated by Alibaba Cloud, including Sales Cloud, Service Cloud, Platform Cloud, and Social Commerce. These services enable organizations to support their sales and service processes in the Chinese market by leveraging the Salesforce customer relationship management CRM platform with a suite of automation and workflow tools.
Product Family
Connected Experiences Gateway (CXG)
Connected Experiences Gateway (CXG) is a suite of tools and services built specifically for the Chinese market, including Social Commerce, Social Integration, and other features. CXG helps you build e-commerce applications and make better use of Salesforce on local channels in China to increase sales revenue and improve customer satisfaction.
Scenarios
Salesforce Customer 360
Salesforce connects your marketing, sales, commerce, customer service and IT teams and integrates them with Customer 360, an integrated CRM platform, to power your connected applications as a complete service and management suite. Customer 360 enables teams to work together from anywhere to deliver a superior customer experience and explore new opportunities.
Salesforce provides:
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Digital Marketing: Engage your customers with highly relevant and easy-to-understand digital marketing content.
Smart Sales: Sell smarter and grow your business faster.
E-Commerce: Quickly launch and scale e-commerce services built around your customers.
Customer Service: Deliver outstanding customer service.
Rapid Development: Build digital services fast and enable your team to work from anywhere.
Salesforce Connected Experiences Gateway
Salesforce Connected Experiences Gateway (CXG) is a localized extension built by Salesforce exclusively for the Chinese market. It helps you integrate Salesforce CRM with your local ecosystem so you can sell your products and provide customer service on your website and China's leading social platforms.
CXG provides:
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Social Commerce: Headless e-commerce platform that helps you build multi-channel e-commerce websites and mini programs.
Social Integration: You can seamlessly integrate CRM services with local social platforms, and use CRM to provide sales and customer services in mini programs.
Local Ecosystem: CXG continuously supports integration with more services from local ecosystems, including payment, map, business intelligence (BI), AI, etc.
Learn more about Salesforce on Alibaba Cloud
Contact SalesFeatures
Contact Management
Deliver a tailored sales experience with in-depth contact and customer management
Business Opportunity Management
Track sales opportunities and progress with a rich schedule of customer activities
Sales Prediction
Get an accurate picture of your revenue growth and make sales predictions with data-driven insights
Process Automation
Simplify and automate daily sales tasks such as campaign tracking, email alerts, and workflows
Mobile CRM
Support sales with a mobile app that lets you access, manage and update your CRM data without restrictions of time and location
Intelligent Revenue Increase
Increase predictable revenue by measuring pipeline accuracy in real-time and optimizing the entire revenue lifecycle
Customer Service Console
Provide customer service from one screen in an easy-to-use service console with built-in productivity tools and a 360° view of each customer
Automated Business Process
Create end-to-end workflows to automate and extend repetitive business processes with simple drag-and-drop
Case Management
Match cases faster by combining automated processes with easy access to complete details, context, and history of each case and related customer interaction
Event Management
Ensure quick troubleshooting through workflows that identify, track, and fix issues when major errors occur
Knowledge Management
Match cases and maximize customer service productivity quickly with recommended articles and optimized article search
Omni-Channel Match
Match cases from any channel (SMS, chat, social, email, and voice files) automatically to the right customer service based on skill sets and expertise
Reports and Analysis
Improve teamwork efficiency with customizable dashboards that monitor customer service performance, key KPIs, and channel usage from anywhere, anytime
Phone Service and Voice Calls
Resolve phone cases faster with AI-powered productivity tools by integrating cloud phone services into the service console
Mobile Apps
Make enterprise applications immediately mobile-enabled
Data Protection
Encrypt sensitive data, monitor applications and data usage, automate security policies and run compliance audits
Privacy and Identity
Manage identity and authentication with support for self-help registration, customizable landing page, single sign-on (SSO), and password-less login
Community
Create social websites and applications to connect to business data quickly and securely and bring your customers together
Builder
Build applications and innovate faster with a low-code development platform that can transform spreadsheets into cloud apps, create seamless interactions with automated processes, customize experiences with configurable components, and build mobile-first apps in minutes
Product Catalog
Manage products, categories, inventory, and pricing in the Salesforce Social Commerce console, and quickly set up and update product categories on the go
Browse
Support standard browsing features such as browsing, favorites, filter, and search across multiple storefronts
Purchase
Support standard shopping features such as shopping cart, integrated local payment systems, order management, and notifications
Business API
Development teams, resellers, or system integrators can utilize native business APIs to integrate local PIM, ERP, OMS, logistics, etc.
Store API
Build e-commerce websites, mobile apps, and mini apps using brand store APIs and integrate local payment methods such as Alipay and UnionPay
Unified Data
Centrally manage consumer insights and product information across all channels with SSC's built-in omnichannel management features
Customer Service on Social Platforms
Seamlessly integrate China's mainstream social channels with Service Cloud to provide customer service on social platforms
Data Synchronization with Enterprise IM
Securely link employees' corporate IM accounts with Salesforce CRM to help you manage customer relationships based on the history of customer interactions with your brand.
Salesforce Flow
Push events from e-commerce and social platforms to Salesforce CRM with Platform Events, and provide a rich customer experience such as transaction notifications and order confirmations through SMS or social platform messages with Salesforce Flow
Learn more about Salesforce on Alibaba Cloud
Contact SalesWhy Alibaba Cloud
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Compliance
Store data locally in China to help companies meet the requirements associated with evolving local regulations
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Security
Ensure the security of your data regardless of restrictions on location and time with enhanced controls and end-to-end encryption
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Scalability
Grow your business in China on Alibaba Cloud's powerful public cloud infrastructure that supports your increasing workloads with ease
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Compatibility
Migrate confidently to Alibaba Cloud with the customized applications you built on and integrated with Salesforce
Security and Compliance
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CSA STAR -
ISO 27001 -
SOC2 Type II Report -
C5 -
MLPS 2.0 -
MTCS
