Back in August of 2019 Salesforce acquired Tableau for 15.7 billion dollars making a huge splash in the analytics world. With Salesforce having their own analytics tool with Einstein Analytics, many wondered how they would work together, and what this change meant. For the last year, the two have mostly lived as independent products and not much had changed. Recently, at the Tableau Conference in early October, it was announced that Einstein Analytics would become Tableau CRM and become a new module offered in the Tableau suite of products. Additionally, one of the first integrations will be bringing Einstein Discovery into Tableau to bring more of the predictive and actionable functionality to the Tableau world.
Where have we been seeing analytics make a difference?
In the past, analytics have been treated as optional components when you think about implementing Salesforce into your organization. Customers would either use Salesforce standard reporting to get their information, or export Salesforce data into a 3rd party BI tool. Now with more integrated tools, and added complexity, having the built in analytics tool has been extremely valuable. Here are a few areas we have seen this becoming the new normal.
With the shift to virtual in 2020 accelerating companies digital transformation, chatbots are becoming a preferred channel of service. Customers want to quickly find the answers they are looking for, and companies want to keep service levels high with less, or remote, staff. Just like you want to measure your employees performance, you want to measure your chat bot performance. Tableau CRM will help you constantly evaluate your bot performance, handle times, deflection, etc. Seeing this data real time lets you make adjustments to the bot on a regular basis, and ensures you don’t have any major misses happening with your customers.
Service Cloud Voice
One of the most innovative and exciting products to come to Service Cloud, Service Cloud Voice brings the power of Amazon Connect telephony directly into Omni-channel within Service Cloud. No more need to have an open CTI adapter installed in your org, now voice and your other channels work in harmony together. One huge benefit of this partnership is being able to bring your phone call data into Salesforce. Tableau CRM will allow you to visualize your call data along with any other Salesforce data to truly build the 360 degree view of your contact center. This is one of the first products sold by Salesforce that includes the analytics licensing with purchase.
Another innovative product in Salesforce, Manufacturing Cloud brings in Account Based Forecasting and Sales Agreements native to Salesforce. One of the main reasons a company would buy Manufacturing Cloud would be to better predict the needs of the business, both from a production standpoint, and from the sales side. Using analytics in this process lets you compare sales performance against the agreements, and helps predict future sales more accurately. This data can be presented in a way to benefit everyone from executives and sales leaders, down to product managers seeing product level performances, and operations having better visibility into demand coming to production.
Overall, Tableau CRM (again, formerly Einstein Analytics) already has many great uses impacting business, and as this product develops it will be even more impactful, and a standard part of more Salesforce implementations. 2021 is shaping up to be a great year for this exciting product!