Organisations can now sell directly to their customers, automate B2B sales, and improve service with streamlined order and re-ordering support.
Salesforce has introduced Commerce Cloud capabilities specifically for healthcare and life science companies to create personalised experiences across every interaction through a unified, real-time view of each patient and provider.
With new features in Commerce Cloud, healthcare and life sciences organisations can sell directly to their customers, automate B2B sales, and improve service with streamlined order and re-ordering support.
With Data Cloud connecting and harmonising each customer’;s data in real time and feeding it into Commerce Cloud ‘s Order Management system, service agents can see customer purchase histories alongside every interaction they’ve had with the company across sales, service, marketing, and more.
With a native integration into Service Cloud, agents using Order Management have all the information at their fingertips to respond to questions and make changes to existing orders directly from the Service Cloud console.
Additionally, with Einstein AI, service reps can identify relevant opportunities to upsell or cross-sell while on service calls. And with new Commerce Cloud Order On Behalf Of capabilities, service agents can directly add requested items to patients’ carts.
“In today’s evolving healthcare landscape, companies must find ways to lower their cost to serve patients while continuing to improve patient and provider experiences. With Commerce Cloud benefitting from platform capabilities like Data Cloud and AI, healthcare organisations can embed personalised commerce opportunities into every touchpoint and leverage automation to reduce operational costs,” said Michael Affronti, senior vice president and general manager of Salesforce Commerce Cloud, in a statement.
“We used to have to train our customer success agents on the 10 different systems they’d be using to help customers with order requests and questions. With Order Management tied into our Service Cloud capabilities, when our service agents are on the phone, they can see the customer record and order history right in front of them. And, they can place, cancel, and refund an order, all from one place. That allows them to focus the conversation on nurturing the customer relationship,” said Tracey Calson, director of special projects at AlgaeCal, a bone health supplement company, in a statement.