Salesforce launched its first integrations with newly acquired Slack across its clouds and Customer 360. The effort is aimed at hybrid work and the "digital HQ" as well as resolving customer issues and closing sales faster.
Like its acquisitions of Tableau and MuleSoft, Slack is becoming a tool that's a standalone application as well as one woven throughout the Salesforce Stack.
Specifically, Salesforce is launching Slack-First Customer 360, which aims to allow enterprises to collaborate and streamline workflows with one view of the customer. Salesforce is also using Slack to automate routine business processes. The deal was officially announced on December 1, ending speculation the CRM giant was looking to expand its footprint more into collaboration and workflows.
IBM and Sonos are reference customers for this Slack-first approach and companies such as DocuSign, Gainsight and Vidyard will also have apps providing Slack as a front end to processes. Salesforce integrators Accenture, Deloitte and IBM will be among the partners certifying consultants on Slack-Salesforce deployments.
Salesforce President and COO Bret Taylor and Slack CEO Stewart Butterfield will outline the integrations at an event at 1 pm ET. Rob Seaman, senior vice president, Slack@Salesforce, said using Slack as an engagement surface for Salesforce is about revamping workflows and processes for what it calls digital HQs. "This is about connecting humans as much as systems," said Seaman. "Traditionally people have been bogged down by multiple systems."
Among the key Salesforce and Slack integrations:
Seaman added that the Slack integrations just rolled out are just the beginning and more clouds and industry platforms will also be rolled out with unique workflows.
As for the experience for existing Salesforce customers, the company has rolled out best practices of how to model workflows in Slack. Salesforce is also shipping Slack based apps to connect its clouds.
There may be some education ahead for the Slack and Salesforce integrations as well as building digital HQs, said Seaman. "Creating a digital HQ requires nurturing and feeding. There will be some change management, but we believe the benefits far outweigh the changes."
Slack-First Sales, Service and Marketing will be available in pilot in fall 2021 with Slack-First Analytics generally available in fall 2021. Intelligent and Collaborative Insights from Datorama available now.