The Benefits of Twilio-Salesforce Integration

Almost every business owner strives to achieve streamlined sales, robust marketing and a uniquely personalised relationship with their customer base. Pair this with a contact centre that runs like a well-oiled machine and you’re on the road to incredible growth. Thanks to incredible technological advancements in recent years, this ambitious scenario has become a reality for many and can be easily and painlessly achieved through a Twilio-Salesforce integration.

While both cloud-based platforms have their unique capabilities in terms of what they can offer businesses, their powers combined create a host of new possibilities; one of the main reasons why more and more companies around the world have chosen to implement this integration.

But before we examine how and why this combination is so effective, let’s take a look at Salesforce and Twilio as individual entities to find out why they have been shining bright in their own right.

 

 

What is Salesforce?

 

 

Providing a unique CRM software solution for companies across the board, Salesforce hones in on lead generation, sales opportunities, analytics tracking and more, to improve business operations and inevitably increase ROI.

It unifies all branches of your business on one platform, equipping teams with the relevant data required to perform their role to the highest standard and deliver exceptional customer experiences. With a 31% increase in customer engagement reported by marketing teams that have implemented the software, it is proving an integral tool for businesses in helping them to better understand customers’ needs and expectations.

The real-time insights it provides to sales executives have also become an invaluable asset to the countless companies that now rely heavily on the support of Salesforce when it comes to closing deals.

 

 

What is Twilio?

 

Twilio has proven to be a groundbreaking tool in how it has enhanced communications between brands and customers. Just ask global companies like Airbnb, Uber and eBay, who have integrated the platform into their regular business operations.

Despite its user-friendliness, it is incredibly complex in terms of what it offers to the businesses that implement it. From monitoring performance through analytics tracking to creating meaningful customer relationships via numerous communication channels, its APIs can be stacked strategically by developers to build a customised customer experience that is tailored to each business.

 

 

What are the key benefits of a Twilio-Salesforce integration?

 

 

The many advantages of both Salesforce and Twilio are undeniable, but what can businesses expect from an integration of both platforms?

 

 

They complement each other perfectly

 

Salesforce and Twilio are a perfect match. While Salesforce collates all the important information used to identify potential leads and opportunities, Twilio utilises this data to create tailored communications which are dispersed to customers in a timely fashion through a variety of messaging platforms.

This winning combination has a knock-on effect in improving customer satisfaction and brand loyalty, which in turn increases sales and customer retention rates.

 

Text is best

 

When a lead has been identified by Salesforce, it’s a race against time to close the sale. This is where Twilio and its text messaging capabilities come in.

The platform facilitates text messaging through a variety of channels, enabling you to communicate the desired message to your customers in an instant.

With SMS marketing boasting an astounding 98% open rate when compared with email marketing, it’s hard to dispute the importance of this function.

 

 

A Twilio-Salesforce integration lowers company costs and boosts productivity

 

Twilio’s ability to support the creation of intelligent routing and engagement workflows has proven integral in boosting the performance of teams. This is particularly pertinent in the setting of a contact centre.

Its ability to mimic a personalised interaction to powerful effect frees up agents to focus on more high-intensity issues and as a result, immediately increases productivity. By taking this to another level and integrating Twilio with a CRM platform like Salesforce, a company can maximise the software’s potential and further boost business efficiency.

Utilising such integration also reduces the cost of manpower that would be required to carry out the same job, while reducing pressure on call centre teams that are currently at breaking point due to talent shortages.

 

Its flexibility promotes scalability

 

A key benefit of the Twilo-Salesforce integration is the ability to manage notifications, scheduling and communication channels both inside and outside of Salesforce.

This opens up a world of possibilities for scaling your business, saving you valuable time and resources that can instead be pumped into growing your brand and expanding its reach.

 

Effectively boost your business operations through a Twilio-Salesforce integration

 

The plentiful benefits of a Twilio-Salesforce integration for streamlining internal operations and improving overall customer experience are indisputable.

If you are ready to join the thousands of other businesses that have successfully implemented this game-changing integration, the best place to start is with the professionals. Recruiting the support of an expert team to get your Twilio-Salesforce integration up and running will ensure accuracy and a quick turnaround, meaning you will start to see reliable results within a shorter timeframe.

With a proven track record for delivering outstanding experiences for your customers on any channel, Kaptea provides the delivery and support required to integrate Twilio and Salesforce quickly, effectively and compliantly.

If you are ready to equip your business with the power of Twilio and Salesforce, get in touch with us today to get the conversation started.

Don’t forget to also visit our blog and knowledge centre to learn more about what makes Kaptea your premier Twilio consulting partner.