Revolutionize customer management by integrating RPA with Salesforce and other CRMs

Published in

Softweb Solutions Inc.

4 min readMay 16, 2019

Today CRM systems like Salesforce, Microsoft Dynamics and Oracle are becoming a mandatory part of organizations to run their business successfully. However, for managing any CRM software, companies have to allocate a large amount of resources. This increase in the overall expenditure due to resource allocation stops many small businesses from taking advantage of CRMs.

Even for businesses that are using this piece of software, productivity rates have been quite low for the past many years. Therefore, it has become important for organizations to identify major bottlenecks related to CRM and increase their overall productivity.

One of the most compelling ways to improve the overall effectiveness of Salesforce or any other CRM is by using robotic process automation services. It is an ideal option enabling businesses to automate simple, repetitive, rule-based and high-volume tasks within the CRM.

Some of the ways to use robotic process automation in Salesforce

Automated data entry in Salesforce
Finding information faster in Salesforce CRM
Report generation for tickets
Account and contact creation
Adding notes to contact, leads and accounts
Integrating Salesforce with other business applications
Syncing CRM data with legacy systems and other applications
Finding information faster in Salesforce CRM

Benefits of RPA integration with Salesforce

Cost reduction

By automating a large number of routine and non-revenue generating manual tasks related to Salesforce CRM, RPA helps to reduce the number of FTE’s required to manage it. It helps businesses to reduce their administrative costs and make CRM implementation a more profitable decision for them.

Improved productivity and efficiency

Unlike human employees who work for a particular duration, RPA bots can work 24*7 if needed. Moreover, they can perform multiple complex tasks in a single go. Therefore implementing RPA for Salesforce can help in achieving increased operational efficiency as well as productivity.

Reduced cycle time

Popular Salesforce tasks like lead management, lead nurturing, routine sales activity and customer support often include several time-taking rule-based manual tasks. By using RPA in place, these tasks can be completed within a few seconds, which helps to reduce the cycle time drastically.

Error reduction

Data entry errors in Salesforce can occur because of human fatigue, lack of concentration or other reasons. These errors not only come at the cost of loss of time and money but also sometimes make organizations lose their credibility and reputation. RPA can automate these data entry tasks in CRM and reduce human errors.

How RPA can streamline key CRM processes

From account creation, to quote to cash, and customer service to contract management, RPA can streamline a host of CRM-related processes. We will be discussing three main processes where implementing RPA solutions can play a key role and provide the above-mentioned benefits to businesses.

Contract management

Managing customer and vendor contracts is an important part of any CRM system, as it plays a key role in building customer relationships. RPA can be used to track these contract documents and expiration dates. It can then be further used to automatically send notifications to vendors and customers whose contracts are about to expire. Alternatively, RPA can also create a report containing details or contracts with upcoming expiration, and then send this report to the contract manager who can take further action.

Understanding the use of RPA in top 5 operational areas of manufacturing

Manufacturing companies still struggle to keep back-office processes fast and simple, mainly due to less skilled labor, repetitive processes, old-fashioned supply chain and inventory systems, and frequently changing regulatory requirements.

Case management

RPA can help in better case management of customer service requests, help desk requests, and work orders in the CRM. It can automate the creation of new cases based on the request made in an email or through some other medium. Moreover, the technology can also help to automate the entry of data like customer quotes, order history, shipment tracking and payment history related to that particular case in the CRM. This saves the time of your employees so that they can focus on other important tasks.

Customer support

Companies across the world use CRM systems to provide efficient customer service. However, the process may sometime require aggregating data from various parts of the CRM and other applications to gain a 360-degree view of customer issue. This process often takes time and affects the overall customer satisfaction.

RPA can be used to synchronize data from various systems and create a single view for the customer representative within a few seconds. Moreover, details like customer name, previous interaction history, billing details and user preferences can also be collected by RPA to help agents in delivering better customer experiences.

Takeaway
Robotic process automation in Salesforce and other CRM systems has a promising future. As discussed above, the technology is demonstrating its capability in streamlining various customer-facing tasks in CRMs. Therefore, companies that are focusing on increasing the productivity of their sales, marketing and customer support team should definitely opt for RPA.

If you have any queries related to RPA integration with CRM or looking forward to any sort of RPA-related services, contact our RPA experts. We will be happy to assist you.