Dell incorporates Salesforce Service Cloud to its DCBA for Enterprises

Service professionals to identify early indicators of customer dissatisfaction that reside in other business systems

Dell has incorporated Salesforce Service Cloud into its Integrated CRM offering, Dell Cloud Business Applications (DCBA), to help growing businesses connect with their customers faster and become more responsive across channels, from the contact centre to social networks and integrate information about those key interactions across every business function.

The new Dell Cloud Integrated CRM, which features both Salesforce Sales Cloud and Service Cloud, is delivered via subscription over the web.

To connect Salesforce Sales Cloud and Service Cloud to any number of cloud, Saas or on-premise applications, the new CRM offering leverages the Dell Boomi integration cloud.

Dell's expanded and integrated CRM offering enables service professionals to identify early indicators of customer dissatisfaction that reside in other business systems, including unpaid invoices, decreased orders and other critical information and improve service knowledge and first call resolution by integration with order history databases.

In addition, the new offering enables the service professionals to view complete customer case details previously residing in disparate sales automation, contract management, and other record systems and to share data between service cloud and product bug tracking systems for up to date information and consistent responses to product issues.

The new integrated offering also provides complete view of all customer interactions to speed case resolution and consistently exceed service expectations and it includes cross-application reporting, giving CXOs better visibility into their business.
Dell Small and Medium Business vice-president Paulette Altmaier said the life of a growing business often hinges on the strength of its customer service.

"Dell Integrated CRM with Salesforce Service Cloud helps small and medium businesses not only attain excellent customer service interactions across every service channel but also maximize the value of their existing application investments, and leverage data streams from all enterprise data and all service channels," said Altmaier.

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