On the surface: What is Genie?
According to Salesforce itself, Genie is “the real-time platform for customer magic.” It is being touted as the first CRM to deliver on-the-spot results for businesses working within the Salesforce ecosystem.
You might be asking: How is that possible?
Simply put, Genie creates personalized customer experiences right here and now. It uses a constant flow of new data to eliminate the unnecessary and extra time that it often takes for businesses to locate customer information in the event of a customer service call, fraudulent transaction, customer browsing, and so much more.
While Salesforce has always worked with transactional data, Genie now opens the door for all kinds of data to be stored and made available in Customer 360 – in an instant! With the new Customer Graph, all of that new data is harmonized into just one customer profile. Even if it came from a number of different sources, it now exists in one easily accessible profile. So convenient!
How does it stand out from Salesforce Customer Data Platform?
You may recognize the obvious similarities between Salesforce Genie and Salesforce CDP. That’s because Genie is intended as a new, reimagined version of CDP. That being said, there are a few key ways in which Genie allows itself to stand out.
For instance, Genie is notably faster and more accurate than its predecessor. Through the use of artificial intelligence, it is able to undergo ongoing data output updates. This new CRM uses what is known as “zero-data copy architecture,” meaning that it does not need to copy information into Salesforce before reading said information. So, with that constant flow of new and readable data, automated workflows can now make millisecond adjustments. How neat!
Salesforce Genie is also unique in that it can be applied to more than just marketing use cases. In fact, Genie gathers information from across the entire Customer 360 – supporting marketing, service, sales, commerce, Tableau analytics, Mulesoft integration, and much more. The scope of use cases for each department is practically endless!
So, how can Genie help you?
How does Genie perform in real-world scenarios? Let’s have a look.
When it comes to sales calls and marketing messages, Genie is able to offer real-time recommendations and adjustments to ensure that it’s all smooth sailing for your team. Sales reps and marketers can easily adapt to deliver the most personalized experiences possible for their customers. In the same way, hospitals can more easily access essential information on patients and retailers can help protect customers from fraudulent purchases.
Now, let’s imagine a more challenging scenario. Perhaps your business has found itself with a customer making a complaint on a given product or service. It happens. Genie will recognize the situation by collecting said customer’s complaint. From there, Genie will immediately halt any future messaging that could potentially disturb the customer. This way your team has time to address the customer properly and without unnecessary interference.
All in all, Genie makes for a more satisfying customer experience!
We hope that this article has been helpful!
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