Salesforce.com is bringing two of its customer service platforms closer together with the goal of better catering to small businesses.
The CRM giant announced a back-end integration between its customer service and ticketing software app Desk.com with SalesforceIQ, an intelligent relationship management service intended for SMBs.
According to Salesforce, SMB users will be able to pull customer service data stored on Desk.com and pump that directly into SalesforceIQ, using the latter's data science techniques to make better observations and predictions about customer relationships and activity.
Unveiled in September at the San Francisco-based brand's annual Dreamforce expo, SalesforceIQ is the result of Salesforce's $390 million purchase of big data and machine learning startup RelateIQ in 2014.
SalesforceIQ was configured to automatically take raw material data between sales teams and customer service reps and clients, storing and organizing that data in a single place for analysis identifying patterns, relationship intelligence.
After going through redevelopment over the last year, SalesforceIQ initially launched with two branches: one for Salesforce's cornerstone Sales Cloud and another for small businesses.
The SMB line of service was also introduced as the new entry point into the Salesforce portfolio, aimed toward customers who have never used a single Salesforce -- or even CRM -- product before. It replaced the old Group-branded subscription option to Sales Cloud previously pitched to SMB customers.
First unveiled in 2012, customer service and ticket software app Desk.com got a boost a few months ago with the addition of Business Plus, a service pitched toward service managers and agents within both startups and SMBs.
Desk.com already started reaching out to small businesses with last fall's debut of a one-stop shop for SMBs looking to integrate various customer support tools to their service cloud.
The SalesforceIQ-Desk.com integration is available now and will be included with Desk.com Pro and Business Plus subscriptions and with SalesforceIQ Growth and Business plans.