Maximize Your Salesforce ROI with Experience Cloud: Here's How
This article is intended for Salesforce Account Executives (AEs) and anyone considering Experience Cloud as a solution for quick, easy-to-maintain, captivating digital experiences—and looking to extend the value of their Salesforce investment.
It's also for businesses considering investing in Salesforce for the first time or switching to Salesforce from another CRM like HubSpot.
Kicking Off
We'll define Experience Cloud, give you insight into who we are, and walk you through solutions we've built for different industries.
What is Salesforce Experience Cloud?
Experience Cloud allows each customer to generate their own experience for any contact or relationship outside of the Salesforce ecosystem.
In other words, Experience Cloud surfaces Salesforce data to an external audience.
Experience Cloud sites can be authenticated or unauthenticated. The first requires a login, while the second is publicly accessible. We’ll cover examples of each further down.
But first, what makes us different from others? And why go with us for Experience Cloud?
The SaltClick Method
We take a hands-on approach.
We don't believe in throwing things over the fence overseas.
The team you meet during discovery will largely be the team that will be working with you on Salesforce projects. We also deeply understand the Salesforce ecosystem backed by 100+ certifications and counting. And we think "Salesforce first."
Why?
Because you’ve already invested in a powerful platform, we believe in exploring that potential rather than retrofitting a third-party solution that often introduces unnecessary complexity to your tech stack while steepening your learning and Salesforce adoption curve.
With roots in user experience (UX), we’re always thinking about the people using the solutions we build.
Who is going to be touching the product?
What are the experiences they want?
What is their current experience? How does that make them feel?
How are your existing solutions creating friction, roadblocks, and inefficiencies for your users?
What are their workflows? How would we mirror (and potentially improve) those in Salesforce?
We find that focus drives better adoption and makes Salesforce more valuable to your users—not just your business.
Another thing that separates us is:
Organization.
We have exceptional project managers who translate your business goals into actionable tasks. This way, you have complete visibility into what's happening and can make informed decisions about what will happen to the timeline and budget if you choose to make changes.
Salesforce Can Be Anything
We have a track record of helping struggling businesses or those on the fence about their Salesforce investment.
Salesforce is like a box of LEGOs. You can use it to build anything, but most consultants don’t take the time to understand the people using the tool to configure it to their needs in ways that support their business goals.
Extending the value of Salesforce
If you’re a smaller business (or are feeling the squeeze of constricting budgets), you may be thinking, “Salesforce seat licenses are expensive."
But this is the true beauty of Salesforce Experience Cloud.
It gives your business a way to extend Salesforce to your users without the cost of a full license. Experience Cloud sites can be designed for internal users (like employees), external users (like partners), and customers (B2C and B2B).
Experience Cloud Use Cases
National Governing Bodies
At SaltClick, we’re working on an Experience Cloud site for athletes at a National Governing Body (NGB), a household name with a wide range of sports under its umbrella.
Experience Cloud enables the group to access data in Salesforce, centralizing their communications and interactions.
Another great use case for Experience Cloud partner portals.
Partner Portals
We’re working with one customer where 90% of their business comes from a referral partner network. Experience Cloud allows them to keep in touch with over 200 partners. We’ve created a consistent branded experience with personalization capabilities that help those partners feel part of an ecosystem.
What’s more, Experience Cloud enables your customers to do self-maintenance to update their own contact information (like if their phone number, email, or address changes) and access documents and information that is specific to them without having to initiate a live chat or wait on hold for the next available customer service representative.
Experience Cloud can also:
Replace emails and attachments.
Streamline signature collection and document review with DocuSign (through integration or a portal).
Avoid multiple logins. Users can find the right document, download it, review it, and provide the required information without the hassle of following email chains or remembering multiple passwords.
Websites
For businesses struggling to update their websites who wish they could do it without having to hire a web team, Experience Cloud is a great solution. It’s also an option for smaller companies that don't have the resources to hire a developer.
Your Experience Cloud site is connected to Salesforce—anyone with permission can update content. It’s a clicks (less code) approach that democratizes content creation and increases speed to market.
Here’s how Experience Cloud simplifies things:
Dynamic Content Updates
Noticing the trend where companies integrate 'web-to-case' or 'web-to-contact'? That's made effortlessly simple with Salesforce. Change web content or update news pages without the lengthy process of dealing with a web design team.
Instead of navigating through a complex process or outsourcing, you can swiftly and seamlessly change Experience Cloud content (images, copy, colors, and more) without needing to tap into a developer.
Customer-Centric Solutions
Ever had partners or customers needing constant updates on forms but didn’t want to purchase a full-seat license? Experience Cloud is your answer. It's a haven for user-friendly, form-based tasks.
All-In-One Salesforce Extension
A common misconception is that Experience Cloud is an add-on to Salesforce. The reality? It enhances and extends Salesforce capabilities. Imagine needing multiple tools to manage your digital ecosystem. With Experience Cloud, you get all those functionalities in one place – right from Salesforce.
Simplified Site Management
Previously known as 'portaling', Experience Cloud evolved to do more. Salesforce is quickly gaining traction with its ability to manage landing pages and sites, drawing many eyes toward its versatility. It’s not just about portaling anymore—it’s about creating exceptional experiences.
Additional resources:
Harnessing Experience Cloud: National Ability Center's Trailblazing Digital Approach
Let’s explore the innovative ways our client, the National Ability Center (NAC), leverages Experience Cloud.
Nestled in Park City, Utah, NAC’s mission is to help individuals with disabilities embrace outdoor recreation. It's dedicated to adaptive sports and the great outdoors, from skiing at Park City Mountain Resort to rafting in Moab and various other activities like archery and equestrian events.
The Challenges
Catering to a diverse/niche customer base
Facilitating participants
Assisting NAC instructors
The Solutions
Experience Club Site for Participants:
Initial Objective: A user-friendly portal allowing participants to register, provide crucial details and streamline our operations.
Gone are the days of manually collecting data. Our revamped portal boasts intuitive search capabilities, allowing participants to select from NAC’s diverse program offerings effortlessly.
Furthermore, we helped NAC condense a daunting eight-page data entry process into a phased, intuitive approach.
From basic introductions to specific skill sets, we collect pertinent data at the right moments. Integrating e-commerce functionalities such as cart additions and scholarship applications has made the process smoother for users and NAC’s accounting team.
Instructor Experience Cloud Site:
Initial Objective: A cohesive communication channel for our dispersed program teams.
This lite version of Salesforce is tailored specifically for NAC instructors. We eliminated distractions by focusing solely on participant data, schedules, and progress notes.
Before Experience Cloud, NAC’s teams, spread across Utah, would operate in silos. Now, real-time progress tracking and participant journey mapping are accessible in real time. An instructor can seamlessly pick up from where the last left off, ensuring continuity and enhancement in participants' experiences.
The Outcome: NAC elevated their participants' experience and empowered their internal teams. And with real-time updates and centralized data, inter-departmental communication has never been smoother.
Learn more about NAC’s journey.
Banking & Mortgage Use Case: Custom Calculator in Experience Cloud
Let's dive into something intriguing we’ve been working on. While it revolves around a mortgage calculator, we encourage you to look beyond its immediate functionality.
The National Ability Center project gave insights about authenticated users, but what we’ve designed here caters more to the unauthenticated ones.
Picture this: Someone is randomly Googling and they stumble upon a mortgage calculator. But this tool is not just about calculations— it's a gateway to capture, engage, and gain insights about potential customers.
Imagine a person exploring homes near them.
Our calculator offers value, tools, and insights for such prospects. While mortgages are our use case, consider other potential applications like home services, car loans, or landscaping projects.
The magic behind the scenes?
Every customer interaction on this platform automatically converts into a lead on Salesforce, accompanied by details of their exploration. It's invaluable information when starting a conversation with potential customers.
Mega Bank Scenario
Now, picture an Experience Cloud page designed for a hypothetical "Mega Bank." Our mortgage calculator is simple yet powerful.
Users input home values, choose down payments (either amount or percentage), select the loan type, and provide basic contact information.
But the real magic happens when this data gets seamlessly integrated into Salesforce. When leads are generated, the business gets the prospect’s contact details and insights about their mortgage interests.
So, it’s more than just a calculator—it's a strategic engagement tool. While this tool is unauthenticated, there's potential for a tailored experience for authenticated users.
In other words, this tool not only captures leads and gathers intel but also equips your business with the precise data to initiate meaningful conversations with prospects.
Commercial Cleaning and Maintenance Use Case for Experience Cloud
When we were in Denver, someone presented a scenario where they needed an Experience Cloud tool specifically for commercial cleaning and maintenance.
The idea?
Input the square footage of a commercial space and get an instant quote for cleaning and maintenance services.
Interestingly, the structure and mechanics of this tool mirrored our mortgage calculator. It was an instant hit.
Proving that the principle behind the tool isn't limited to mortgages. It's all about user engagement, capturing leads, and providing value instantly.
Not a one-trick-pony
Whether you're considering factors like scale, size, interest rates, credit ratings, or other variables that might tweak the pricing, this approach is a game-changer. It's a powerful asset when customers are in the evaluation phase, trying to gauge the value of your services.
We encourage you to envision this framework across diverse sectors and needs. Inspired? Have a use case in mind?
We'd love to talk through it. Get in touch.
National Governing Bodies and Sports
Often, our clients are voyaging into uncharted territories with us.
A significant chunk of our effort involves aligning with the main stakeholders – the team liaising directly with athletes.
Then there's the IT crew in the backdrop, ensuring smooth sailing.
With this project, athletes can log in and personalize their profiles. Updates sync in real-time with Salesforce. Plus, our platform is so dynamic it seamlessly blends standard features with custom tools. For instance, our countdown clock. It ticks toward upcoming games and is effortlessly updated by the athlete services team – no IT team is required.
Content-wise, the hub is full of resources for athletes. Such as knowledge articles, allowing the NGB to gauge engagement. Athletes can even bookmark their favorites and return to them.
And security? We've got layers. Different athletes get tailored access based on their credentials. All this, with Salesforce's out-of-the-box functionality.
We've done away with third-party tools for events, allowing athletes to register with a single click.
And the real game-changer?
Case management.
Before Experience Cloud, the NGB juggled countless emails. Now, it’s all streamlined in one place. Athletes can see open cases, submit new ones, and chat in real time.
But we're not just about building tools.
We're about empowerment.
Athletes have greater control, engaging more deeply and personally with the committee. Beyond just emails, we've enabled real, tangible interaction. One highlight is the vivid visibility we've built for athletes. They can see, in real-time, different groups they might need to connect with, all in one convenient place.
See Our Experience Cloud Demos
Contact us to see a demo of the Experience Cloud solutions we’ve built. And learn how we can help your business tap into this best-kept secret.