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Gordon College, a Massachusetts-based institution, faced a challenge in managing information, engagement, and outreach with donors, alumni, faculty, and students. As a private institution it is essential for Gordon College to create healthy long-term relationships with their student population after they graduate. The college's previous CRM solution provided limited functionality, making it difficult to create accurate forecasts and reports and to segment and sort contact lists for targeted campaigns. This led to lower ROI on outreach efforts. Gordon College was named an award-winning institution by Nucleus Research for its success in advancement and alumni relations. Salesforce helped Gordon College get there. Salesforce’s Alum 360 put Gordon College on the road to fundraising success. Alum 360 is designed to increase donations, personalize supporter engagement and accelerate team productivity. To address these issues, the college conducted an internal business process analysis to determine the functionality it needed in a new Customer Relationship Management solution. After considering Salesforce and Blackbaud Raiser's Edge NXT, Gordon College chose Salesforce in the spring of 2016. The implementation process took place over a period of three months, with the college partnering with a Salesforce implementation partner and completing 16 hours of training for 20 employees. 91% of Salesforce customers use partners to help accelerate their digital transformation. As a result of the Salesforce deployment, the college saw increased productivity from reduced manual data entry and alumni lookup, and an increase in average dollars pledged to the university. The time savings and increased gift officer productivity enabled the college to significantly increase the volume of work without increasing headcount. The ability to track and monitor proposals and opportunities, coupled with more accurate and up-to-date information, allowed the college to better engage with constituent networks and led to more successful fundraising campaigns, resulting in a 10% yearly increase in gift-giving. Salesforce provided Gordon College with a 360 degree view of their alumni, the ability to reach targeted populations with the right messaging at the right time, and overall increased productivity. Salesforce Alum 360 increases fundraising productivity, customizes and tracks omnichannel communications, and creates informed fundraising strategies for higher education. Salesforce Alum 360 is powered by Salesforce Slack, Salesforce Marketing Cloud, Tableau, and the world’s number one CRM platform Salesforce. The primary objective of the deployment was to support the college's goals of scaling fundraising and gift-giving opportunities. The deployment was completed on time and within budget, with representatives from Salesforce dedicated to meeting the target completion date. The deployment also reduced downtime and increased data integrity, resulting in improved decision-making and enhanced donor relations. Overall, the deployment of Salesforce has been a success for Gordon College, enabling the college to better manage its fundraising and alumni relations efforts. Summit Technologies LLC has a proven track record of working with higher education Salesforce implementations. Whether your focus is on student engagement, recruitment, or fundraising Summit Technologies is ready to help you build a Salesforce solution that gives your school a great ROI.

By Shannan Hearne, Summit Technologies Marketing Specialist Data quality is important to CRM even without AI because quality data helps reps increase efficiency, build trust with customers, and use Salesforce effectively. When you add AI to the mix, data quality becomes even more important. The predictive models behind Sales Cloud Einstein are based on your Salesforce data, so having complete, accurate data helps Einstein give you the best predictions, recommendations, and insights. But data quality is only part of the AI equation. Data quantity matters too. Sales Cloud Einstein uses machine learning to identify patterns in massive amounts of data. Those patterns produce reliable intelligence. In order for Sales Cloud Einstein to identify patterns, it needs a sufficient amount of historical data. The Einstein Readiness Assessor is a tool that tells you whether you meet the requirements for specific Sales Cloud Einstein features. The assessor analyzes your Salesforce implementation, in either a production or sandbox environment, and sends you a personalized report detailing which Einstein features you’re ready to use now, and which ones require more preparation. When your Salesforce administrator analyzes your data some things to look for include missing records, duplicate records, no data standardization, incomplete records, and stale data. Some of the dimensions you can use to assess your data quality are: age, completeness, accuracy, consistency, duplication, and usage. Chances are good you are already overwhelmed at how difficult it can be to determine the quality of your data let alone fix the issues. Worry not! The Salesforce AppExchange has a plethora of packages and tools to assess the quality of your data. With just a few clicks you have access to a host of reports and dashboards. Once you know how healthy your data is you are perfectly poised to develop and implement a data management plan. A typical data management plan includes standards for creating, processing, and maintaining data. Set naming conventions for records and never abbreviate things like company names. Determine a standard formatting for dates and money. Whenever you can standardize field data with picklists you greatly improve the quality of your data. Nobody wants to search for records in the United States and have to filter against US, USA, US of A, United States of America and all the common misspellings of the same. Workflows and automations around processes for record creation, reviewing, updating, and archiving help to maintain data integrity. Set company wide standards for data quality putting value on age, completeness, usage, accuracy, consistency and duplicates. Determine who owns records, who is responsible for changes to data, and who should be notified when data changes. Determine and set up appropriate levels of privacy for data with an eye to regulatory, legal, and contractual requirements as well as roles and permission sets required for users. Monitoring with an outline process for quality control of data will go a long way towards getting your Salesforce data Sales Cloud Einstein ready and keeping it that way. Determine the frequency, scope, owners, and checks included for updating data, preventing duplicates, merging records, adding records, and archiving records. The power of Salesforce lies in its flexibility. You can easily customize Salesforce to support your company’s data management plan. Ensure all required fields for your business are required in Salesforce. Requiring data for leads can set you up for success to properly score, assign, and convert them. Validation rules and data governance can be set up to require phone numbers, customer IDs and other numeric fields be entered correctly. Workflow rules allow you to automate standard internal procedures and processes which not only saves time but also prevents human error. Page layouts should be modified to show only the data relevant to the users - hidden field data still exists for the record but it doesn’t get in the way and it can not be accidentally edited or deleted. Data enrichment tools available through Data Apps on the AppExhange can help you readily and accurately append data to your Salesforce records. Duplicate management helps keep your data accurate and healthy. Salesforce’s built-in duplicate management tools help you prevent new duplicates from being created moving forward. Data integrity impacts every measurable success metric for your business whether you use Salesforce as a stand alone tool or coupled with add ons like Sales Cloud Einstein. What is data integrity? Data integrity is a process or a set of practices that ensures the security, accuracy, and overall quality of data. It is a broad concept that includes cybersecurity, physical safety, and database management. If getting your Salesforce data Sales Cloud Einstein ready is overwhelming, Summit Technologies LLC can help. If you are just starting to implement Salesforce in your organization, check out Summit Technologies’ Salesforce Quickstarts.

To improve synchronization between Sales, Service Cloud, and Engagement, you can no longer use a formula field as an object filter in Synchronized Data Sources. You can still use formula fields to filter data on your synchronized objects. You can’t select a formula field type when using the Boolean filter for new objects or updating existing objects. You can use a Boolean filter on all other field types. If the boolean formula fields are used, the fields are still available for filtering in the user interface until Spring ’23. Any existing filter will continue to work as long as you don’t need to edit the sync configuration. If you experience sync issues with the filters using formula fields, you will need to update the filter and remove the formula from the filter. Performing any edits to the sync configuration after the Spring ’23 release removes the formula field filter automatically. In the Spring ’23 release, the previously synced configuration option is removed. The prior formula field will no longer display as a dropdown value in the filter. This change became effective with the Winter ’23 release for new filters. Also, it was first announced in the Summer ’22 release notes and documented in this article. Support for existing filters is available until the Spring ’23 release. Creating objects that use formula fields as a filter is no longer supported. Update your existing filter configurations to avoid issues with formula fields before the Spring ’23 release. If you have concerns about how this will impact your Salesforce Synchronized Data Sources, contact your Summit Technologies team.

To simplify email consent tracking, Account Engagement is changing the prospect Opted Out field to support only syncing a single source of opt-out status. The option to use the most recently updated record will no longer be supported. Admins need to select a system of record for the Account Engagement prospect Opted Out field by February 26, 2023. If the sync behavior isn’t updated by this date, the field will stop syncing with Salesforce. To select your preference, follow these steps: From Pardot Settings, select Object and Field Configuration, and then select Prospect Field Under Default Fields, select the gear icon next to the Opted Out field, then click Edit. Select your sync behavior: Use Salesforce’s value - The value of the Salesforce Opted-Out Field is synced to the Account Engagement prospect Opted Out field. Use Pardot’s value - The value of the Account Engagement (formerly Pardot) prospect Opted Out field is synced to the Salesforce Opted-Out field. If you need assistance, contact Summit Technologies.

We’re living through a period of profound transformation framed by rapid technological innovation and new ways of thinking. The World Economic Forum calls this the Fourth Industrial Revolution. Digital transformation with Salesforce and Summit Technologies LLC can take you through the next step in our Fourth Industrial Revolution - Innovate at the Speed of Your Customer series. Michael Gale, co-author of The Digital Helix, found in his research that 84% of digital transformations fail, either because enterprises hit a major roadblock in their efforts or they fail to make their digital operating models sustainable. The result? They’re right back where they started, minus a whole lot of time, money, and energy. Salesforce implementations, whether focused on delivering a better user experience or a better customer experience can succeed or fail in the same way. A truly innovative solution cannot meet only the needs of the customer or the company. In our sense and respond model, the second step is to respond to the needs we’ve sensed in our customers. And the needs we have uncovered in our company. Now that we know what the right services or solutions to build are, how do we build them the right way? The key to creating an organization that continually looks for new opportunities to improve customer experiences, is to cultivate a culture of curiosity. As leaders, how often do you discuss industry trends with your teams? How do you encourage them to explore other parts of the business to more fully understand the impact of their work upstream and downstream? Do you reward those who question the status quo and bring new ideas to the team? Do you model curious behavior? In other words, do you drive exploration and discovery? Three ways to cultivate exploration in the eyes of the customer are: Get your team close to the customer Reward and acknowledge curious employees Exhibit your own curiosity Dedicated cross functional teams could be set up to explore different areas of the business to find out what is and isn’t working and where additional opportunities lay. Talk with Summit Technologies. As your Salesforce partner we are here to help you maximize the investment you are making in your Salesforce ecosystem and innovate at the speed your customers are expecting. In the next article in the series we will look at agile and iterative methods of rolling out the opportunities you have uncovered and the abilities of your Salesforce tools.

Summit Technologies is pleased to introduce Salesforce Customer 360 Salesforce Customer 360 is a suite of products and services that helps businesses manage and connect with their customers across all touchpoints. With Customer 360, businesses can access a comprehensive view of their customers, including all their interactions and data, in one unified platform. This centralized data model allows businesses to deliver personalized and connected experiences to their customers across all channels and platforms. Customer 360 integrates marketing, sales, commerce, service, IT, and analytics into one unified platform, enabling businesses to streamline processes, improve decision-making, automate workflows, and enhance communication and collaboration. With the help of Salesforce solutions partners like Summit Technologies, businesses can customize Customer 360 to fit their specific needs and business model. In addition, Customer 360 provides real-time insights and metrics through customizable dashboards and reports, helping businesses track key performance indicators and make data-driven decisions. Salesforce Customer 360 can help businesses drive innovation, increase efficiency, and deliver a better customer experience, enabling them to digitally transform their operations. Simply put Salesforce and Summit Technologies will kickstart your business’s digital transformation in 2023.

To deliver a great customer experience, CX teams must work closely with other departments and collaborate effectively to optimize every touchpoint along the customer journey. This includes departments such as Customer Support, Customer Experience, IT, Customer Success, and Sales. Teamwork and cross-collaboration are considered key strengths for successful CX programs. There are three main components of customer experience: discovery, engagement, and delivery. Discovery is about how companies make contact with customers and make that contact relevant and meaningful. Engagement is about how customers interact with the company and its products. Delivery combines speed and consistency to ensure that customers receive products on time and in good condition. Customers value a positive and personalized experience, with 74% of customers more likely to purchase a product based on a positive CX and 80% more likely to buy when brands offer personalized experiences. Brands that demonstrate care for their customers and understand their emotions are more likely to be rewarded with preference, advocacy, spending, and trust. Trust Summit Technologies LLC when you need Salesforce customization and integration to provide a great customer experience.

By Shannan Hearne, Summit Technologies Marketing Specialist Resilient marketing is a strategy that helps businesses withstand and recover from economic downturns or other challenges by optimizing marketing spend, streamlining operations, utilizing technology, and leading with value to the consumer. It involves investing in data analytics to track the impact of marketing investments, evaluating the efficiency of marketing technology tools, finding more efficient ways to achieve marketing goals, increasing digital marketing efforts, and developing a first-party data strategy that anticipates customer needs and provides excellent customer service. Summit Technologies wants to help you build a strong and resilient marketing strategy with Salesforce. Read on to learn how. During times of uncertainty, it is important to understand how customer and buying behaviors have changed, and to revisit customer segments and personas to gain a deeper understanding of their needs and priorities. It is also crucial to be agile and responsive to market changes, and to maintain a strong focus on value and customer service. By implementing these strategies, businesses can emerge from economic downturns stronger than before and position themselves for long-term sustainability. The classic response to a recession is to cut marketing spend, but this approach only provides short-term savings and can have a negative impact on a business. Instead, businesses should consider repositioning and focusing on a mix of tactics and longer term strategies that support immediate priorities and reinforce long-term success. It is important to watch the bottom line, but cutting spending, halting new innovations, and dropping prices in response to economic uncertainty can harm a brand's integrity and its relationship with audiences. Resilient marketing seeks to understand which investments support immediate priorities and reinforce long-term success. Marketing in uncertain times is not easy, but by building resilience into their marketing strategies, businesses can better prepare for economic storms and adapt to new conditions. This requires a mix of marketing leadership and vision, flexible technology systems and staffing, and an understanding of what has succeeded and failed in the past. Salesforce can potentially help with resilient marketing in a number of economical ways. Some of the key ways in which Salesforce may be able to support resilient marketing efforts include: Data analytics: Salesforce offers a range of analytics tools that can help businesses track the impact of marketing investments and make the most of their marketing budget. Marketing automation: Salesforce's marketing automation capabilities can help businesses streamline marketing operations and find more efficient ways to achieve marketing goals, such as automating time-consuming tasks or scaling personalization efforts. Customer relationship management (CRM): Salesforce's CRM platform can help businesses develop a first-party data strategy that anticipates customer needs and provides excellent customer service, leading with value to the consumer. Digital marketing: Salesforce offers a range of digital marketing tools that can help businesses increase their visibility with prospects while requiring less cost, such as email marketing and social media marketing. Overall, Salesforce's suite of tools and platforms can help businesses build resilient marketing strategies that are better able to withstand and recover from economic downturns or other challenges.

We’re living through a period of profound transformation framed by rapid technological innovation and new ways of thinking. The World Economic Forum calls this the Fourth Industrial Revolution – and extraordinary world events have only accelerated it. The way people interact has changed forever, making the quick transition to digital even more urgent. Salesforce, and its 360 degree customer view can help you meet the challenge of the Fourth Industrial Revolution. Building on the Third Industrial Revolution (computing), the Fourth Industrial Revolution is about connectedness, with advances in cloud computing, big data, robotics, and artificial intelligence. The connected era has enabled consumers to be more educated and more empowered in their purchasing decisions. So the purchasing experience has gained new importance. The Fourth Industrial Revolution creates a world in which virtual and physical systems of manufacturing cooperate with each other in a flexible way at the global level". The Fourth Industrial Revolution, however, is not only about smart and connected machines and systems. Its scope is much wider. In essence, the Fourth Industrial Revolution is the trend towards automation and data exchange in manufacturing technologies and processes which include cyber-physical systems (CPS), IoT, industrial internet of things, cloud computing, cognitive computing, and artificial intelligence. The Fourth Industrial Revolution has made the marketing and selling experience more important. Salesforce is a tool that when thoughtfully implemented in your organization can assist in responding to the ever changing desires of the consumer. Working off a sense and respond model, we could say the first step is to “sense” what our customers need - and to fully understand the opportunities that need creates for our business. Perhaps it is time to grow beyond offering a premium, best of brand product, to a premium customer experience. Maybe your customers are looking for that little something extra. A little something extra is exactly where your sensing skills come in. Customers can’t tell you what it is because they may not know. Or may not know until they experience it. With the speed that everything changes, customers' wants and needs are rapidly changing, too. This is where the opportunity for Summit Technologies LLC and Salesforce to help you innovate at the speed of your customer. Pull out your handy customer journey map. Now dig in. This journey can become the backbone of all decision-making as you innovate at the speed of your customer. Activities to drive customer satisfaction and engagement should be prioritized based on whether they are likely to drive customer loyalty by alleviating a customer pain point or maximizing a moment of “wow.” So what’s the best way to see your products, services, and experiences through your customers’ eyes? Really define who they are, beyond a churn or segmentation model – describe them as people with needs, wants, and desires. Give each customer persona a name. Visualize them as a whole person with a birthday and a family and a career. Now look at the real life customer. Start by observing and studying them, then use the insights gathered to define common personas that comprehensively articulate what customers want and need from you. In the process, you may discover an unmet need in a different part of their life that you can serve. After understanding who your customers are, explore the journey you’re currently providing them. Ask questions like: What are the steps of the lifecycle? What other products and services do they need that we currently offer or could offer? How do we meet, exceed, or fail their expectations? The answers to these questions are the opportunities you want to address as you innovate at the speed of your customer. Summit Technologies LLC offers consultative discovery sessions with clients that address these questions and uncover the opportunities you have to wow and amaze. In the next article in the series, we will look at how Summit Technologies LLC can help you explore and validate these opportunities and meet them with the Salesforce ecosystem.

It is more costly to acquire a new customer than to keep an existing one. Your existing clients are a major source of revenue. Ideally they are a predictable and reliable source of revenue. Strategic account planning is the key to keeping these revenue streams in your Salesforce pipeline and nurture them for future growth. The more information you have in an account plan, the more your extended sales, services, and marketing teams can use it to understand priorities, collect feedback, and make informed decisions. Plus, if the account ever gets transitioned to a new sales rep or gets passed off to a success manager, your teammates will have a full understanding of the customer’s history. Your Salesforce CRM (customer relationship management) tool is great for workflows and automations and a hundred tweaks that make doing business easier. But at its very heart, your Salesforce CRM is your data warehouse for all things client related. Building an account plan in Salesforce is an additional method of getting the most out of your Salesforce platform. Your account plan will store critical data about a prospect or client that sales and service teams need to know before they ever make a phone call or send an email. Your account plan sets you ahead of your competition and serves as a road map for closing your deals. A well thought out, detail oriented account plan can ensure that your Salesforce data covers everything required to service an account. You will want to include an Executive Summary, Account Segmentation, Key Business Initiatives, Relationship Map, Customer Landscape, Opportunity Analysis, and Customer Growth Strategy. These are key components of your Salesforce Account Plan. But they are not written in stone. For every business there are additional milestones and benchmarks that you need to accommodate. Summit Technologies LLC will help you design an account plan blueprint that meets all your needs. Let’s look deeper at the basics a good account plan should cover. Executive Summary It’s crucial that everyone who works on an account has a high level understanding of the customer. Start the account plan with an executive summary that captures the following basic information: Company Profile (Year Founded, Annual Revenue, Number of Employees, Industry) Customer Plan and Goals (ex. ACV = $1–3M, Become a strategic partner) Upcoming Meetings, Recent Updates, or Red Flags that the whole team should be aware of Account Financials (this should include business units, geographic regions, etc. My boss is fond of saying “TLDR”. Too long, didn’t read. Think of your Executive Summary as the Cliff Notes of your account plan. Remember this is the high level view. The remaining items get into the details. Account Segmentation Your sales and marketing teams need to understand how you are segmenting or bucketing accounts. This critical detail determines what campaigns and initiatives each account is included in. And that drives the strategic actions in your plan. Lead scoring and grading may impact account segments as well. Analytics, KPIs, and ROIs are even more useful when they can be rolled up into these same segments and buckets for future reporting. Key Business Initiatives Use this space to outline your customer’s strategic initiatives, ongoing plans and priorities. Based on the research you’ve done so far, summarize what their key values are, and how they’re measuring them. Consider how the history of the account, financial outlook, industry, or geography has shaped their values and priorities. If you’re unsure where to start, consider these questions: How does the customer measure success? What are the main KPIs? What are their short-term and long-term goals and initiatives? What are their current key projects and what are the timelines? What expectations do they have of your products and services? How do they map to their larger mission or strategic goals? Relationship Map and Customer Landscape Always remember: Companies don’t buy products and services; people do! Politics often play a role in buying decisions, so it’s important that you identify your champions so that you can build meaningful relationships with the right people. And identify the outliers who will be blockers as you journey down your account plan. Map out key players, decision makers, influencers, and detractors, especially with your largest and most strategic accounts. As you map out these relationships, your entire team will benefit from a relationship map embedded in your account plan. A relationship map is also a way to identify where in the buyer’s organization relationships should be built. This is a crucial first step as you begin to expand your footprint in each account after the initial sale. Mapping out the org helps salespeople explore detailed information about the contacts of the accounts who control budget, influence each other, have previous history with your competitors, etc. When you identify the major players that will be involved with an account’s management - sales enablement, leadership, sales ops, revenue ops, etc you can determine the roles each member of your team plays in the relationships you build with your client. Identify how your internal stakeholders collaborate with each other using tools like Salesforce Slack or Salesforce Chatter and you can spend more time generating new business and less time in endless meetings. This virtual open text, if you will, analysis helps to uncover hidden opportunities and gaps between the needs of the client with respect to the products or services you offer and leads directly into your opportunity analysis. This section might also include a Customer Scorecard, Relationship History, and Recent Communications. The account engagement fields in your Salesforce CRM are the perfect place to store this data. Opportunity Analysis Sales people are busy. Do not assume that any one person on the team has a complete understanding or memory of every deal that has taken place. Include in your account plan a list of closed, in-flight, and upcoming deals so that everyone on the extended selling team has a comprehensive view of deal movement. For Salesforce users, we recommend that you embed a Salesforce List in this section so that teammates without a Sales Cloud license can still see updates from your CRM. Salesforce Lists contain live data and update automatically, so that you can save time on updating key details like amount, close date, and opportunity stage. When Summit Technologies customizes your Salesforce setup, we take all these details into account. To compliment the data living in your CRM, also conduct an analysis on new areas where you can build business. Here are some suggestions on sections to add: Conduct a whitespace analysis to visualize new areas in the account that your reps can sell into Map customer initiatives back to your products or services to help ensure a full pipeline. A customer journey map using a KanBan board can be great for this type of exercise. Build a SWOT analysis (strengths, weaknesses, opportunities and threats) chart and identify any risks or barriers that your reps or product team can begin tackling before they derail a deal Map out a loss analysis. If you failed to close on an opportunity, list out the reasons so that your team doesn’t make the same mistakes again. Customer Growth Strategy Finally, once you’ve listed your customer’s objectives, priorities, relationships, and buying history, take time to identify which products or services will help your customer realize their goals. This section should cover both high-level and tactical initiatives which will help grow your business, but also make sure to identify limitations or blockers. Questions you might want to ask include: Will this account transition to a new sales rep at any point? What events should your customer attend? What service level agreements do you have in place or need to implement? Is your customer engaged with your marketing or technical teams? What are the revenue goals for this account for the next few years? Are there any cross-sell or up-sell opportunities? How dependent or loyal is your customer? We all know your business won’t grow unless you’re delivering on the promises that you’ve made with your customer. Make sure to outline predictable trends that will strengthen your relationship and build trust. Don’t let these crucial details fall through the cracks and make sure to capture them in a living account plan that anyone on the extended selling team can access. Your Account Plan format serves as a critical blueprint for everyone in your organization. The map clearly states the direction, opportunities, and priorities for each account. This overlay gives you a direct link to the customer information everyone needs at their fingertips to better serve customers and create a collaborative environment for the entire team to build better customer experiences. Summit Technologies is a Columbus, Ohio based Salesforce Consulting Partner consisting of a talented and creative team of Salesforce certified Consultants, Developers, Analysts and Project Managers. We specialize in building innovative solutions for our clients within the Salesforce family of products including Sales Cloud, Service Cloud, Marketing Cloud, CPQ, Experience Cloud, Nonprofit Cloud, Education Cloud, Pardot, Field Services and Salesforce Communities. Summit Technologies strategic services solutions bring custom Salesforce technology to work for your business.

Loyalty is a commodity in short supply. Sports brands are no stranger to the struggle to capture a potential fans’ attention. It’s an ongoing process, from a traditional in-game promotion like t-shirt night to more sophisticated digital technology based methods. Building long-term loyalty doesn’t happen overnight. Summit Technologies has a road map to help you get there with technology powered by Salesforce. The push for innovation to reach fans today centers around developing a 360 degree picture of them - that changes as they do - to curate hyper personalized experiences, maximize their brand engagement, and build a lasting relationship. Using that 360 degree view you must create omnichannel connections that reach the fan through every tool in your arsenal. Combining the power of Salesforce Sales Cloud, Salesforce Marketing Cloud, and Salesforce Einstein for starters you can create more engaged fans. Take, for example, someone new to a city. Looking for something to do in town, they buy a ticket to check out the local sports team. How does the team turn that casual fan into a devoted superfan with a connection to the team that lasts a lifetime? Creating a superfan is about passion and loyalty; that can benefit or it can backfire. Building loyalty hinges on personalizing the fan experiences, creating better, more rewarding connections, and adding more value. Every brand needs to build a customer or fan relationship by providing experiences that exceed expectations. Whether you are a sports team, or a grocery store, or a car brand. With Salesforce tools to build connected relationships you can create MVPs. Summit Technologies believes a superfan is your best MVP. Here are five ways to turn a casual fan into a superfan — and keep them that way. See how creating a single view of the fan through data: Reach them directly Treat them like fans not customers Creates hyper personalized experiences Maximizes fan engagement with an emotional connection Builds a connection that lasts a lifetime with value Make personalized, direct contact. The fan’s unique journey begins with the first ticket purchase. One simple transaction gives you a benchmark of data points including demographics, location, and many preferences. This lets you maximize your connections with fans and evolve your direct communications with them to be more sophisticated and more personalized with every touch across every channel. When you multiply these data points across multiple fans you begin to build personas to which you can further customize the journey. Maximizing personalization and loyalty through communications, customized applications built on the powerful Salesforce platform, and rewards for engagement you can connect with and stay connected with them even if they aren’t attending a game in person. The most engaging sports brands know that the moment a fan starts to feel like a customer rather than a fan, they cease to behave like a fan. A good, digital approach to engagement keeps them connected to your brand by speaking to their passion, not their pocket book. The goal of your personalized fan journey should be to speak to their loyalty, not their logic. True fans don’t consider themselves consumers or customers. They want to think of their relationship with your sports brand as a more personalized, more passionate one. In many cases you aren’t engaging with your fans in a way that involves competition at all. They don’t have multiple favorite teams in any one sports league. They are loyal. This doesn’t mean you can take them for granted but it also means that you don’t have to lure them away from another sports franchise. Sports teams can leverage personalization to hear the concerns and anticipate the needs of their fans. Employ surveys and voting tools and capture this information with Salesforce’s data analytics tools and they feel like they are part of the coaching organization not just the cheerleading squad. That builds loyalty that lasts a lifetime. Keep and build the engagement by inviting fans to install mobile apps that improve game day experiences. A digital experience platform takes the fan from standing on the sidelines to actively engaging. Whether the app helps them decide where to park, which concession stand sells their favorite beverage, or where the best pre-game and post-game activities will be, the tools you put into their hands improves their experience and their loyalty. An omnichannel platform turns the digital experience into an opportunity to make purchases for discounts and loyalty points that can be traded in for team merchandise or to actively participate in a “biggest fan” leaderboard. Your app and your digital platform can take that single ticket purchaser fan from a game day drop in to a highly engaged fan for life. Use your digital platform to grow the emotional connection your fan has with your franchise. Emotions are a powerful tool especially when it comes to loyalty. Perhaps your app captures data like favorite players, preferred seating, average price paid for tickets, or favorite beverage. The data you collect builds a 360 degree customer view that lets you continue to serve up more personalized, relevant content. This encourages future ticket purchases, helps build custom communications that speak directly to the fan, and even creates targeted advertising to run across multiple platforms. The fan thinks you’ve given them a great tool. You’ve given your franchise something even greater – a way to better serve and build their engagement and loyalty. A well thought out mobile app becomes something loyal fans use every day of the week, not just on game days. Post announcements, surveys, offers, player stats and news, statistical analysis and player stories. The more engaged your fans are with your content, the greater the rewards they accumulate and the greater your engagement with them. Finally, provide value in exchange for the data you collect. A single view of a fan gives you the ability to anticipate their needs through unifying customer data from the app, your ticket sales system, team websites, customer service systems,and social media. Salesforce’s Customer Data Platform (Salesforce CDP) unifies that data with a primary fan ID allowing you to deliver on each of the above bullet points and reward their loyalty. Your most loyal and engaged fans expect you to treat them like regulars, like they are at a bar where everybody knows their name, not like a customer. Sports franchises at every level whether high school, college, or national leagues achieve this by serving fans content they want and expect and they do this by maintaining a complete picture of each fan with Salesforce CDP and an omnichannel approach to communication. Summit Technologies LLC not only brings together over 40 years of experience creating customized Salesforce solutions that meet every individual client and their customers, we are also all loyal fans of brands and teams that we know and love. Fan services should always address a fan by name and deliver a personalized experience with custom content. You can do it. Summit Technologies’ team of Salesforce professionals can help. Personalize your fan journeys by providing them with omnichannel solutions to reach and interact with your brand. Customer and fan expectations for good experiences are soaring. Summit Technologies builds solutions on the Salesforce platform that exceed your fans’ expectations.

Retention is a significant concern for sales organizations, as demonstrated by the fact that nearly 25% of reps were either looking for or planning to look for a new job within 12 months as of September 2022. This trend is concerning, especially considering that nearly half of reps were open to leaving their current positions if a better opportunity presented itself. One way companies are trying to address this retention issue is by focusing on how to make sales professionals feel supported and set up for success, even when resources are tight. According to a survey of sales leaders, 85% reported struggling to secure a budget for needed headcount. This number could potentially increase if economic shifts force companies to cut down on operating expenses. Another way companies are attempting to overcome these challenges is by leveraging martech solutions. By using technology to streamline processes, automate repetitive tasks, and provide sales reps with the tools and resources they need to succeed, organizations can improve retention rates and keep their sales teams motivated and engaged. So, investing in martech solutions can be a valuable strategy for sales organizations looking to retain top talent and drive business success. Salesforce and Summit Technologies provide custom integrations to empower your sales team to work smarter, not harder. Consider upgrading your martech stack with Salesforce and Summit Technologies. Salesforce tools like Experience Cloud make for greater customer experiences and help your sales team do more.

In today's healthcare landscape, patients expect to have access to care from anywhere and to be able to view their comprehensive medical information in a single place. However, trust in the healthcare industry remains low, with only 23% of consumers fully trusting the industry according to Salesforce's 2021 Connected Health Consumer Report. To address this issue and meet patient expectations, healthcare providers must personalize their services and gain a holistic understanding of their patients' needs. One way to do this is by using a customer relationship management (CRM) platform, such as Salesforce's Connected Health Consumer solution. This platform allows healthcare providers to consolidate clinical and nonclinical patient information into a single console, enabling them to make more informed decisions about care. It also allows providers to enhance their capabilities, such as by launching chatbots to triage patients during a pandemic. By adopting a CRM platform and using data efficiently, healthcare providers can improve service, collaboration, and operational efficiencies, ultimately helping to build trust with their patients. Summit Technologies has a track record of implementing Salesforce's CRM solutions in healthcare, leading to more connected health consumer experiences.

If 2020 was the year of the pandemic, and 2021 was the year of learning to keep business on the rails despite the pandemic, then 2022 and beyond prove to be the year of digital transformation. If you are reading this article either you’ve started it, assessed it, or trying to measure the value of digital transformation. Summit Technologies LLC understands what a challenge digital transformation is for companies of all sizes and wants to help you set key performance indicators to measure the level of success your Salesforce digital transformation project has. Digital transformation is either about providing an omnichannel presence for your customers with access to your company whenever and wherever they want it or about putting in place tools and systems like Salesforce that enable your company to provide an omnichannel presence at scale. Or both. Usually both. Customers don’t just browse your website to learn about your company, products, and services. They download your app, engage with your brand on social media, read about you on other websites, and look for other platforms to engage with you. The tools you deploy are mission critical to the value you create for your customers. Keeping up with the growing demand requires tools that provide you with a 360 degree view of your customers and the ability to use that data to meet them wherever they are looking for you with the content and information they desire. Digital transformation is the key to achieving this and doing it quickly. Summit Technologies LLC wants to be your partner in digital transformation and is sharing these KPIs so you can measure the success along the way. 1. Return on Digital Investments Overall return on investment is one of the most popular KPIs for any new deployment. After all, you want to be sure you’re getting your money’s worth when purchasing new technology and working with an implementation partner to get it up and running. Return on digital investments tells you the relationship between money brought in and money taken out in relation to your digital transformation project. This would compare how much you spent on new technology, training, new hires, and other expenses related to the new technology or processes, and the amount of revenue you’ve brought in since making the transition. While this can be a strong indicator of success, it’s important to remember that returns can take time to appear. It’s likely that your ROI will seem small in the first few phases of transformation, but measuring long-term can give you a better idea of how successful the initiative was. 2. Employee Productivity New technology and processes can drive employee productivity and help them get more done in less time — or they can become complicated and convoluted and actually make teams less productive. It’s important to not assume any digital transformation initiative will help make your employees more productive. Summit Technologies couples all our Salesforce quickstarts and implementations with customized admin and end user training to ensure the tools you are putting in place improve employee productivity. Before you can start to measure employee productivity, you need to quantify and define what that means. Do you want to reduce the amount of time an employee spends performing a certain task, or do you want them to be able to complete more tasks in the same amount of time? Get clear about your productivity metrics. Salesforce and Einstein automations can achieve either goal. Keep in mind that it can take time for employees to really adjust and get the most of your digital transformation, but keep an eye on metrics as they’re learning. If their productivity starts to plateau before reaching your final goal, they might need additional support or training. Be ready to jump in if necessary. Summit Technologies can help you create a curated Salesforce Trailhead that helps your employees achieve mastery of your new system quickly. 3. Adoption & Performance Metrics Digital adoption and performance metrics tell you how employees or users are engaging with specific tools or platforms. Popular adoption and performance metrics include: Daily/Monthly active users. The number of individuals who use a product or service every day or month. Adoption rate. The number of active users compared to the number of total users. Average time spent using a product/feature. The average amount of time spent using a particular product or feature. Retention. The number of individuals who continue to use a product or service is usually represented as a percentage. Adoption and performance metrics can give you an idea of how well your team is adjusting to your new product, platform, or particular features. If adoption and performance metrics are low, it could be an indication that your audience isn’t connecting with your offering and it might be time to make a change. It could also be an indication they need additional training. 4. Customer Experience Metrics Customer experience (CX) is key to building a loyal customer base. Measuring how they’re engaging with and using your Salesforce platform or product is crucial for long-term success and return on investment. Popular customer experience metrics include: Customer effort. The amount of effort a customer needs to put in to complete a task, usually measured by surveys. Customer satisfaction. How happy a customer is with their service or a specific component of your product. How likely your customers are to recommend your product or service to someone in their circle. You can also use customer engagement and conversion metrics to see if your audience is connecting with your marketing materials and digital presence. These metrics might include website traffic sources, subscriptions & signups, or the number of demos scheduled. 5. Percentage of AI-Enabled Business Artificial intelligence (powered by Einstein) plays a critical role in shaping the future of sustainable business growth. As you go about your digital transformation journey, it’s important to keep an eye on how much of your business is enabled with AI. Summit Technologies will partner with you every step of the way to employ the artificial intelligence tools in your Salesforce toolbox. Measuring the percentage of your business that uses AI can help you track where your journey is on your digital transformation journey. However, keep in mind that 100% of your business doesn’t need to use AI to be successful — in fact, it might not make sense at all in some areas. 6. Reliability & Availability A reliable digital presence is crucial for building a strong brand reputation. If your online presence is constantly unavailable, you might need to make improvements to your digital transformation plan — especially if you’re providing a platform or software as a service. Just look at the Taylor Swift Ticketmaster disaster to see what we mean. The same is true for the equipment and software your team uses. If your internal solutions are constantly failing, it can hurt productivity and make it difficult to appropriately support your customers. If you are carrying a lot of technical debt then it is the perfect time to take on a digital transformation and move to Salesforce’s cloud-based SaaS technology. Popular reliability and availability metrics include: Uptime. The time a piece of equipment or software is functioning. Mean time to failure. The amount of time an asset operates before it fails. Mean time to resolve. The amount of time it takes to resolve a failure. Mean time before failure. The time between failures. 7. Cost-Benefit Analysis A cost-benefit analysis is typically used before making decisions to determine which are worth the investment. With a cost-benefit analysis, you can compare the costs and rewards of different situations to determine which is most likely to pay off in the long run for your business. Summit Technologies will help you do a pre-project analysis of your current systems, current and future needs, and if necessary break a potential Salesforce digital transformation into sprints or phases that make sense for your business. Doing a cost-benefit analysis for different components of your digital transformation can help you determine what you should focus on first. For example, if a particular direction will give you a quick ROI, it might make sense to invest in that process early to reap the benefits faster. 8. Revenue from Digital Technology If you’re introducing new digital technology like Salesforce, you want to know how much revenue those specific components are bringing into your business. This metric is similar to return on digital investments, but instead, it specifically looks at revenue in relation to new technologies introduced. This might include tools from the Salesforce AppExchange, Salesforce partner tools like Conga or Jitterbit or Clicksend, or custom Salesforce implementations designed specifically for your business by a Salesforce partner like Summit Technologies. This KPI is often used when implementing a new digital purchasing method, such as e-commerce sales or a new online store. It could also be used for recurring or subscription payments for software or a platform. 9. Percentage of Cloud Deployments Moving to the cloud is one of the most popular digital transformations companies are undergoing today. As we become an increasingly digital environment, we’re becoming more dependent on the cloud to securely store data while still making it easy to access no matter where we are. Measuring cloud deployments can help you see how well your cloud data storage is working and if employees are able to access the information they need. 10. Active Usage Metrics Active usage metrics tell you how users are engaging with your technology. Popular active usage metrics include: Daily active users. The number of users who log on to your platform or software every day. Conversion rates. The percentage of users who start and complete a certain activity or action. Abandon rates. The percentage of tasks or activities that are started, but not finished. Active usage metrics let you know if there are day-to-day issues with your platform or product. If abandon rates are high, there might be an issue with your process that needs to be remedied. On the other hand, if conversion rates are high, this could be a sign that your digital transformation journey is on the right track. Summit Technologies LLC’s long track record of delivering success is due to a carefully thought-out and predictably executed delivery methodology, developed and continuously refined based on client feedback and a commitment to lessons learned from each project. We measure our success on the same criteria we encourage you to measure your digital transformation KPIs.

"Streamline Your Social Media Strategy with Social Studio Publish" Social media management just got a whole lot easier with Salesforce Social Studio Publish. This powerful tool gives you the ability to share and reuse content with your team, ensuring consistent messaging and saving time. But that's not all, Social Studio Publish also provides a streamlined approval process for your posts, giving you peace of mind that your content is on-brand and approved before it goes live. Share and Reuse Content Effortlessly Gone are the days of starting from scratch every time you need to create a new post. With Social Studio Publish, you can easily share and reuse content with your team. You have two options to choose from: drafts or shared content. Use drafts to save a post that is in progress, and shared content to make previously published content available for reuse. All you need to do is locate the post you want to share, click the reuse icon, and adjust it as needed. Want to reuse shared content? Simply navigate to the post in the Shared Content folder, edit it, and post away! Streamline Approvals with Approval Workflow Do you need to have your content approved by someone else before it goes live? Social Studio Publish has you covered with its approval workflow feature. As a workspace admin or superuser, you can create new approval rules for your Publish content, specifying who the approver is, and what conditions need to be met for the post to be approved. The approver will receive an email and a Social Studio notification when a post is ready for review, and the post will not be published until it is approved by all reviewers. Troubleshoot with Ease If a post doesn't publish, don't worry. Social Studio Publish will send you a notification, and you can quickly troubleshoot the issue by navigating to the post and clicking Manage Errors. The post inspector will show you all the error details, and if the retry option is available, you can try posting it again. Social Studio Publish is the ultimate tool for streamlining your social media strategy. From sharing and reusing content to the streamlined approval process, you'll be able to create and publish high-quality content with ease. Contact Summit Technologies LLC to learn how Salesforce Social Studio (part of the Salesforce Marketing Cloud tool) can help you manage social media as a part of your omnichannel marketing efforts.

As the world becomes increasingly reliant on digital systems, the issue of supply chain security becomes increasingly important. In the context of government organizations, this is especially relevant as many critical national infrastructures (CNIs) and services rely on digital systems. Ensuring the security of these systems is crucial for the overall security and resilience of the nation. One major challenge in this regard is verifying the security of upstream and downstream dependencies. In other words, how can an organization be sure that all the components and systems that make up its digital infrastructure are secure? This includes everything from the hardware and software used, to the services and providers that are utilized. One approach to addressing this challenge is to adopt a more holistic approach to cyber risk management. This involves considering the digital ecosystem as a whole, and taking into account the potential risks and vulnerabilities at every level. This could include conducting regular security assessments and audits, implementing robust security protocols and processes, and building in redundancy and resilience to ensure that the system can withstand attacks or failures. Another important aspect of supply chain security for government organizations is ensuring that all suppliers and partners are held to the same high standards of security. This could include implementing strict security requirements for vendors, and conducting regular checks to ensure that these requirements are being met. Overall, supply chain security is a complex and multifaceted issue that requires a comprehensive approach. By taking a holistic view of the digital ecosystem and implementing robust security measures, government organizations can ensure the security and resilience of their critical infrastructures and services. Summit Technologies LLC partners with government organizations to design and implement secure solutions on the Salesforce platform.

Salesforce Sales Engagement is a powerful sales enablement platform that helps sales teams close deals faster by providing a range of tools and features that enable effective and efficient buyer engagement. With Sales Engagement, sales teams can track their communication with customers, identify opportunities for follow-up and further engagement, and improve their customer relationships. In addition, the Sales Engagement component can be added to invoice records, providing valuable insights for collection agents and helping sales teams work more efficiently and effectively. By incorporating real-time data and intelligent strategy into their sales process, teams can refine how they connect with customers and succeed at scale. Automation is also an important aspect of Sales Engagement, as it allows teams to streamline manual tasks and data entry, freeing them up to focus on high-value activities. Whether you're a small team or a large enterprise, Salesforce Sales Engagement can help you find repeatable, scalable best practices for every buyer engagement, all tied directly into your Customer 360 view. Contact Summit Technologies today to learn more about how Salesforce Sales Engagement can help your business achieve its sales and growth goals.

Plan Your My Domain Change Whether you change your My Domain to update your brand or to adopt enhanced domains, the URLs that Salesforce hosts for your org change. These changes require planning, coordination, and testing. For high-level steps, recommendations, and checklists, see Plan for a My Domain Change in Salesforce Help. Logging In with a My Domain Your users can log in to your org with its My Domain URL. Alternatively, users can use these methods to log in to Salesforce. https://login.salesforce.com, unless an admin prevents logins through the My Domain policies options. Your org’s instance URL, such as https://InstanceName.salesforce.com/, unless an admin prevents logins through the My Domain policies options. My Domain in Non-Production Orgs My Domain URL formats differ in sandboxes and Developer Edition orgs. My Domain URLs in a Developer Edition org end in dev-ed.my.salesforce.com, and sandbox URLs include the sandbox name. If enhanced domains are enabled and deployed, sandbox URLs include the sandbox name and the word “sandbox.” If partitioned domains are enabled and deployed in a Developer Edition org, free org, patch org, scratch org, demo org, or Trailblazer Playground, that org’s URLs contain the partition name. Because of the difference between production and sandbox My Domain login URLs, a sandbox org and production org can have the same My Domain name. So you can set your sandbox org to use the same My Domain name as your production org without causing any conflicts. My Domain and Sites Subdomains With enhanced domains, your My Domain name is used as the subdomain for URLs across your org, including Salesforce Sites and Experience Cloud sites. If enhanced domains aren’t enabled and deployed in your org, your My Domain subdomain isn’t used for Experience Cloud sites or Salesforce Sites. You specify separate subdomains when you set up those features. For more information, see My Domain URL Formats. NOTE To use a custom domain such as https://www.example.com to serve your org’s Salesforce Sites and Experience Cloud sites, see Manage Your Domains. Redirections After a My Domain Change Each time that you deploy a change to your My Domain details, Salesforce redirects your previous My Domain hostnames to the hostnames for your current My Domain unless you disable those redirects. However, if you change your My Domain more than one time, only the last set of My Domain URLs for your org are redirected. To see if redirects are in place for a previous My Domain, check the Routing section of the My Domain page. For more information, see My Domain Redirections in Salesforce Help. Revert a My Domain Deployment After you save a My Domain change, you can cancel your request before deploying the new domain. On the My Domain Step 3: Deploy New Domain screen, click Cancel New Domain. To revert to your previous My Domain hostnames after you deploy a My Domain change, repeat the steps to change your My Domain. Review and follow the high-level steps, recommendations, and checklists for a My Domain change, see Plan for a My Domain Change in Salesforce Help. My Domain Rename and Service Cloud Voice When you enable Service Cloud Voice, Salesforce uses your My Domain login URL to configure single sign-on (SSO) to Amazon Connect. Changing your org’s My Domain name or suffix breaks that configuration and disables Voice. Also, if enhanced domains are enabled and deployed, renaming your My Domain changes your Visualforce page URLs. After you deploy the change, add your new Visualforce page format to the allowlist for Amazon Connect. For more information, see Update Your Org for My Domain Changes in Salesforce Help. My Domain and Single Sign-On For inbound SSO requests, My Domain URLs allow deep linking directly to pages in the org. No changes are required for the identity provider. The Salesforce SAML endpoint, login.salesforce.com, continues to work for SAML and OAUTH requests, even if you deploy My Domain and select Prevent login from https://login.salesforce.com in your My Domain Settings. NOTE If you’re using external Chatter groups along with SSO for employees, users outside your company are redirected to a SAML identity provider that they can’t access. To get SSO to work, migrate external Chatter groups to Experience Cloud sites. Or to allow users to continue to log in through login.salesforce.com, don’t select the My Domain login policy, Prevent login from https://login.salesforce.com. For more information, see Set My Domain Login and Redirect Policies and Single Sign-On in Salesforce Help. For information about updating authentication after your My Domain login URL or sites URL changes, see Update Authentication After a My Domain Change in Salesforce Help. Enhanced Domains, Stabilized URLs, and Blocked Third-Party Cookies Salesforce org URLs that don’t contain instance names are easier to remember and prevent disruption during org migrations. With enhanced domains, no Salesforce org URLs contain your instance name. Enhanced domains are the latest version of My Domain that meets the latest browser requirements. To understand how enhanced domains help your org work with blocked third-party cookies, see Why Enhanced Domains in Salesforce Help. To understand when enhanced domains are deployed and enforced, see Enhanced Domains Timeline in Salesforce Help. If enhanced domains aren’t enabled, many My Domain URLs, such as your login URL, don’t contain your Salesforce instance name. However, your Visualforce, Experience Builder, Site.com Studio, and content file URLs can contain the instance name. To remove the instance names from these URLs, enable and deploy enhanced domains. Hyperforce and Stabilized My Domain URLs To avoid instance names and your org’s Hyperforce location in your URLs, we recommend that you stabilize your My Domain URLs before moving to Hyperforce. To stabilize your URLs, enable enhanced domains or enable a My Domain setting. Otherwise, your My Domain URLs for content files, Experience Builder, and Visualforce pages include your Salesforce instance name and your Hyperforce location. In a Hyperforce org without enhanced domains enabled, the My Domain setting, Stabilize Visualforce, Experience Builder, Site.com, and content file URLs, controls whether those URLs contain your Salesforce instance and your org’s Hyperforce location. If that setting is disabled, the URLs contain your instance name and sdfc-HyperforceLocation before the .force.com domain suffix. If the setting is enabled, instance names and your org’s Hyperforce location aren’t included in the URL. For example, here’s the format of a Visualforce URL with the setting disabled: MyDomainName--PackageName.InstanceName.visual.sfdc-HyperforceLocation.force.com. Here’s the format of a Visualforce URL in a Hyperforce org with the setting enabled: MyDomainName--PackageName.visualforce.com. And here’s the format of a Visualforce URL in a Hyperforce org with enhanced domains: MyDomainName--PackageName.vf.force.com. To simplify your org’s application URLs, we recommend that you enable and deploy enhanced domains before moving to Hyperforce. Contact Summit Technologies for assistance implementing My Domain in your Salesforce org.

By Shannan Hearne, Summit Technologies Marketing Specialist Marketing Cloud offers solutions for digital marketing, email marketing, social media marketing, customer journey mapping, marketing analytics, marketing automation, and B2B marketing to help you personalize customer communications across every digital touchpoint — from anywhere. Win customers. Engage more efficiently. Build lifelong trusted relationships. Interact on your customers’ most desired channels. All with data-first digital marketing. Summit Technologies LLC helped one client implement Salesforce Marketing Cloud to accurately segment and market to their target prospects and customers. Read more. A 2022 Salesforce Success Metrics study based on 3,706 customer interviews globally found that Salesforce Marketing Cloud led to a 27% decrease in the customer acquisition costs. Pay per click advertising, search engine optimization, social media marketing, lead generation of every sort is expensive. Businesses cannot afford to capture leads and then let them sit dormant in a database. Leads need to be worked while the iron is hot but how do you know when the iron is hot? Predictive analytics with Salesforce Einstein and Salesforce Genie help, but you have to capture data, unify the data, and market intelligently. Summit Technologies has developed a Salesforce Marketing Cloud Quickstart implementation to help you get up and running quickly with Marketing Cloud. Salesforce Marketing Cloud helps businesses automate engagement with leads and customers across channels saving time and money to deliver relevant content across email, web, mobile, and more. The tool aids in optimizing marketing performance with intelligent insights driving ROI with unified, AI-driven analytics. Salesforce Marketing Cloud enables you to personalize moments with real-time data. Summit Technologies can help your teams meet customers in the midst of moments that matter, unlocking value using real-time data across channels and teams and business units. And once you convert those valuable leads into customers, Salesforce Marketing Cloud helps you build lasting relationships with them through scaled, personalized outreach, while aligning with your sales and service departments. How? Einstein Key Accounts creates email audiences in half the time. Automated journeys built on carefully crafted and tested messages connect customers with relevant content across all channels. Einstein Insights accelerates the velocity of sales and shortens sales cycles with alerts and engagement insights. Marketing and sales align under a single platform giving you a 360 degree view of the customer and a journey that runs in the background freeing up your sales and marketing teams to close more deals. Salesforce Marketing Cloud pulls in valuable data to let your segment leads and customers based on engagement with webinar, survey, and video apps. Account-based scoring and ABM analytics help marketing and sales align on key accounts. Is it time for you to upgrade to Salesforce Marketing Cloud’s solutions for digital marketing? Summit Technologies has helped customers migrate to Marketing Cloud from Hubspot and implemented numerous industry specific Salesforce solutions. Our Salesforce Managed Services solutions provide ongoing support. Since 2016 we have been helping clients accelerate digital transformation with modern app architecture. All salesforce cloud integration projects are custom to the organization and Summit Technologies is a Silver Salesforce Integration Partner.

Bitty & Beau’s Coffee, a unique coffee shop chain that prioritizes employment opportunities for individuals with intellectual and developmental disabilities, has become a shining example of how technology can help businesses navigate challenging times. Founded by Amy and Ben Wright in Wilmington, North Carolina, the chain has now expanded to several locations across the East Coast, including Charleston, South Carolina, Annapolis, Maryland, and Savannah, Georgia. In the midst of the COVID-19 pandemic, the Wrights faced a significant challenge as they had to temporarily close their shops and lay off employees. However, they found a way to adapt and overcome this obstacle by utilizing Salesforce's Service Cloud and Experience Cloud to shift their business model to an ecommerce platform while maintaining a personalized service experience. Thanks to Salesforce's Customer 360 solution, Bitty & Beau’s Coffee was able to continue supporting individuals with disabilities while providing a warm and welcoming experience for their customers. This approach paid off as the company experienced higher year-over-year sales and announced three franchise locations in 2020. The success of Bitty & Beau’s Coffee demonstrates how technology can help businesses overcome obstacles and thrive, even in the midst of a pandemic. It also highlights the importance of companies prioritizing social responsibility and inclusivity in their operations. By providing employment opportunities to individuals with disabilities, Bitty & Beau’s Coffee has not only created a unique and welcoming atmosphere but has also made a positive impact on its local communities. If you are looking for ways to boost your business online, contact Summit Technologies LLC and let us craft a custom Salesforce solution for you.