Insights

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The Benefits of a Customer Portal Integrated with Salesforce CRM

As a business owner, you know that providing excellent customer service is key to retaining and growing your customer base. One way to do this is by offering a customer portal, which allows your customers to access information and services on their own terms. But why choose a customer portal integrated with Salesforce CRM over other options?

One of the main benefits of a customer portal integrated with Salesforce CRM is that it allows your customers to access their information and interact with your business in a seamless and convenient way. They can view and update their account information, track orders and shipments, and access other services without having to contact your support team. This can save your team time and effort, and improve the overall customer experience.

Another benefit of a customer portal integrated with Salesforce CRM is that it allows you to collect and analyze customer data in one central location. This can help you gain valuable insights into your customer's behavior and preferences, which can inform your marketing and sales efforts. It can also help you identify and address potential issues before they become major problems.

Existing solutions like Salesforce's Digital Experience Cloud can provide these benefits, but they are often extremely expensive. A custom-built customer portal, on the other hand, can be more cost-effective and more customizable. This means that you can tailor the portal to meet your specific business needs and objectives, without having to pay for features that you don't need.

The benefits of a customer portal integrated with Salesforce CRM are numerous. From improved customer service and data analysis, to cost-effectiveness and customization, a custom-built customer portal can help you grow your business and improve your bottom line. So why not consider building a customer portal and see what it can do for your business?

Insight
Salesforce and Nonprofits

Salesforce & Nonprofits: How We Can Help

Nonprofits work to solve some of the toughest global, social, and local problems we face. As we slowly emerge out of the coronavirus pandemic, we are reminded how more than ever, leveraging the digital world has become critical to advancing any mission. Come read along as together we uncover the critical elements which will help your nonprofit succeed in today’s digital age. Relay will help you build better tools to manage your programs, donors, fundraising efforts, participants, and volunteers. Relay will help you drive your mission forward.


Salesforce Offers Many Free Incentives for Nonprofits

At the very core of Salesforce is the 1% pledge. A movement to create a new normal whereby social impact is integrated into the core DNA of every company. Salesforce offers many technology grants to qualifying nonprofit to empower nonprofit teams to fund and run their entire mission with one integrated platform that helps build meaningful and enduring relationships. With the help of Relay, we can help you harness the power of the platform and let the technology work for you and your mission!


A Multitude of Apps to Choose From

For the past 20+ years, Salesforce has earned its reputation of being the #1 CRM in the world. But even with all its capabilities, there are many things that it can’t do out of the box. This is where Salesforce apps come into play. These apps are designed specifically to maximize your productivity, connect your different tools and systems, and make your teams job a lot easier. But with literally thousands of plug-ins and apps on Salesforce AppExchange, it’s hard to tell which apps actually help and which are just a waste of space. With the help of Relay, you will have a dedicated and time tested partner to help you completely tailor Salesforce to the way your organization operates.


Utilizing the Wide Reach of Salesforce Community Members

Salesforce has developed a strong reputation of building a world-class product and company. Much of the success Salesforce has enjoyed can be contributed to its focus of its community and culture. The Salesforce Ohana. The Salesforce community is a deep-seated support system that is nurtured from within the company itself. But it doesn’t stop at the employees it hires — it extends to the partners, the customers, and members of the communities it serves. At the core of both Relay and Salesforce, we believe collaboration, taking care of one another, having fun together, will ultimately leave the world a better place.


Top of the Line Workflows

Salesforce is a household name due to this simple reason: it works. It’s as easy as that. The main component behind how well it works are its extensive workflows, which help you and your organization do better each and every day. Once Relay has the opportunity to help you successfully establish the right workflows for your nonprofit organization, the sooner you’ll realize just how much time you’re able to save. When workflows are automated with our custom Salesforce development for your nonprofit organization, the amount of good you’ll be able to accomplish will ultimately be up to you.


Taking Reporting to the Next Level

As your nonprofit continues to grow month-over-month, quarter-over-quarter, and year-over-year; you’ll want to see the nuanced details every step along the way. This is another area where we at Relay come in to help. Our custom reporting initiatives have helped many nonprofits just like yours see what’s working and what’s not working, and pivot accordingly. We want you to see the true potential of your organization, and we can’t think of a much better way to do so than through learning from your very own data.


Strong Data Points to Accelerate Your Nonprofit to New Heights

One reason Salesforce has become a #1 CRM in the world is because of rate of adoption. It's easy to use and easy to understand. With the help of Relay we can help you better understand the data you are collecting and demonstrate why it's important to your mission. It doesn’t matter who is using Salesforce, with the help of Relay we can make sure your entire organization feels comfortable and empowered to harness the power of the data being captured to make better decisions, faster.


How Custom Salesforce Development Can Help Your Nonprofit Succeed

Every organization is different, and every mission is important. Being successful with Salesforce is making sure the technology and platform fit into your organization. With the help of Relay, we can make sure you advance your mission and help you leverage Salesforce to have the greatest impact.


Contact Relay to See What We Can Do for Your Nonprofit, Today

If you’re interested in learning more about all aspects of what a custom Salesforce for nonprofits relationship can look like, be sure to reach out! We’re always seeking exciting, new partnerships with nonprofits, and yours may be the perfect match for what we do here at Relay. We look forward to hearing from you soon!



Insight
Small Business Week - Best AppExchange Apps for Small Businesses

What is the AppExchange?

Salesforce AppExchange is an intricate ecosystem of more than three thousand apps, which are ready to install, eighty thousand peer reviews, and over six million client installs that help in the solution of business challenges across the board.

The AppExchange is an incredible marketplace of custom applications any small business can leverage to help run their business more efficiently. The most prominent benefits include, Ready to Use apps, Enterprise-level reliability, low maintenance costs and the ability to separate testing and production to ensure data integrity.

Top 6 AppExchange Apps for Small Businesses

1) Jotform

Jotform is a supercharged no-code solution for Salesforce that allows users to automate their data collection and management flows. Users can create dynamic forms for all purposes and collect lead information, e-signatures and payments with ease. Jotform also allows users to automate workflows, assign tasks and build approval flows. 

It’s an all-around tool for small businesses looking to save time on managing data as it offers auto-generated reports, graphs, dashboards and calendars. Jotform allows you to eliminate manual data entry in general and focus on closing more deals with the variety of automation features it includes. Users also have the option to store data in their Salesforce account or transfer it to one of the many other apps it integrates with.

2) DocuSign

DocuSign is built on the Salesforce platform, and powered by Lightning. With over 125 million small businesses worldwide, most have inefficient and fragmented agreement reaching methods. On average, small business teams spend at least 23% of their days doing tasks manually, such as inputting data. This time could be spent on other productive tasks.

Using DocuSign, more than 80% of e-signature transactions are finalized in under 24 hours, allowing these businesses to focus on their customers. Used with Salesforce Essentials, DocuSign helps small businesses to conclude agreements faster, form contracts, quotes, sales orders, etc.

3) Formstack

Formstack gives a superbly easy UI for drag-and-drop creation of most any form imaginable. Use it for webforms, sign-ups, surveys, and customer feedback, among, well, whatever you need a form form. Formstack for Salesforce is a set of dynamic, customizable modules that allow Salesforce customers to digitize processes at scale, in and around their Salesforce org.

You can also integrate payment functions, and the Salesforce-native environment ties things nicely in with your Accounts, Contacts, and Leads. The reasonable pricing is also quite friendly for tight budgets and scalable even for just a few users, making it accessible for the smallest of small businesses.

4) SMS-Magic

SMS- Magic is a complete business messaging solution that supports multichannel messaging and automated & interactive conversations. Natively built with components for Sales & Service Cloud, Console, Lightning, & Salesforce mobile App. Install SMS-Magic to converse with your customers on the channel of their choice - while you stay in the comfort of your Salesforce window or even smartphone. It is perfect for high-touch, contextual, and time-sensitive customer engagement.

With SMS- Magic you can better engage with your audience, expand your reach and connect with customer on a deeper level.

5) Cirrus Insight

Cirrus Insight brings professional email tools to your inbox to boost your productivity and help you focus on connecting with clients and prospects. Fortune 500 companies (how many??) and freelancers leverage Cirrus Insight for email tracking, email templates, drip campaigns, follow up reminders, meeting scheduling, and world-class Salesforce integration.

6) QuickBooks

The Salesforce Connector by QuickBooks app helps connect your Salesforce and QuickBooks accounts. QuickBooks will then automatically start downloading closed opportunities from Salesforce and then create draft sales forms. All you have to do is approve the drafts to add them to QuickBooks. This connection speeds up the sales cycle and keeps all of your info organized. Gain complete visibility on business and cash flow, and get a 360-degree view of important Salesforce and QuickBooks data in real time, all in one place.

With over three thousand apps, the Salesforce AppExchange can be extremely overwhelming. We have only touched the tip of the iceberg in regards to the thousands of available apps for Small Businesses. Reach out to the Relay team today to discover how our team of Salesforce experts can help you better utilize the tools within the Salesforce ecosystem.

Solution
Scratchpad vs Dooly vs Laserfocus - Which one is right for your sales team?
If you're in the marketing to streamline you sales and rev-ops efforts and increase the focus on selling, you're going to want to take a look at three biggest names trying to revolutionize Salesforce.

The other day we took a look at Scratchpad (https://www.relayco.io/insights/why-your-sales-team-needs-to-start-using-scratchpad)and we came away extremely impressed with how it’s trying to revolutionize the sales experience for all Salesforce users, regardless of experience level. While Scratchpad may be the fastest growing, it’s far from the only one in this space. We’re going to take a look at Dooly, perhaps Scratchpad’s biggest competitor and Laserfocus, a rather new entrant. At their core, all three apps are trying to streamline the sometimes convoluted Salesforce space and we’ll see if they are successful in their mission.

Scratchpad

We already did a deep dive on Scratchpad in our last post, but essentially Scratchpad uses a Chrome extension approach to sync only the relevant data to the sales rep in a slick interface that lives outside of Salesforce. We love it’s streamlined and more importantly collaborative approach to note taking, pipeline management and task sharing. The UI is intuitive, familiar and doesn’t bog down your team with unnecessary fields or features that get in the way of the core goal — selling. While we wish there was a desktop or web component that didn’t tie itself to Chrome, there’s not much else to complain about. Scratchpad does everything it promises and more.

Dooly

Dooly is Scratchpad’s direct competitor in this space, and for good reason. Dooly goes feature to feature with Scratchpad, including notes, pipeline management, collaboration and templates. In addition, it includes playbooks, a robust web and Chrome app and sleek LinkedIn and Slack integration integration. But one of the standout features is what they call Deal Vitals.

Deal Vitals give you a real time report card of every opportunity so you can see if it’s still in good health or needs a little nurturing. This a great way to make sure your opportunities are not wilting and the cleanliness of your Salesforce org is staying top of mind.

We also love the Playbook feature that intelligently bubbles up relevant information to your entire team through the notes section.  Say a new employee is on a sales call and the customer remarks about price concerns. As soon as the new employee marks “price concerns” in the notes, it will surface the playbook of what they should say and do in this exact situation.

Dooly is packed with smart, clever features such as this but perhaps there are too many features. The beauty of Scratchpad is in its simplicity and how it hones Salesforce down into a beautiful, focused interface. Dooly’s interface is great and a joy to use, but there’s a slight learning curve that could slow down new sales reps and often it can be a little confusing to decipher what is where.

Laserfocus

Our last entrant into this growing space is Laserfocus. They’re the newest and perhaps the smallest of the three. Similar to Scratchpad and Dooly, Laserfocus takes the immense data that’s contained in Salesforce and filters it to a streamlined, simple interface. Though perhaps a little too simple for our tastes. While it does include tasks, notes, and pipeline management, there are no collaboration features to speak of. That means you can’t send contacts, opportunities and records in Laserfocus without having to go into Salesforce. While we love the approach to stacks, there is no intelligent notifications like in Dooly that would alert you to opportunities that are starting to wilt. With that being said, Laserfocus is still a pleasure to use and the foundation of what they are trying to build is rock solid.

Our Choice

We’re very impressed by all the options in this space and we expect the options to keep growing as Salesforce becomes more convoluted over time. The pricing is similar across the board (all offering a free tier and then starting at $35/user/month for Dooly, $39/user/month for Scratchpad and $30/user/month for Laserfocus) Our choice is still Scratchpad as it straddles the fine line between simplicity and features that allows sales teams to spend the majority of their day in Scratchpad without having to do too much in Salesforce itself. We do love Dooly and all it’s smart features, so if you’re looking for a tool a bit more feature packed, than Dooly would be a great choice.

Our Takeaway

To be honest, you can’t really go wrong with any of these apps if you’re looking to introduce a new tool to your sales team’s arsenal. If you want simplicity and ease of use, Scratchpad is for you you. If you’re looking for more features and an app that lives outside Chrome, then Dooly is a solid choice. Either way, get back to focusing on sales and stop struggling with Salesforce.

Insight
Salesforce: Year in Review
As we look towards 2022, we are going to take a look back the biggest stories in the Salesforce world from 2021.

If 2020 was the year of unprecedented change and turmoil, 2021 was the year of adaptation and growth. This was true for many companies throughout the world including Salesforce. While Salesforce had a truly remarkable 2020, in 2021 they took everything to the next level. Record setting acquisitions, expanded partnerships and new features galore headlined a massive year for the San Fransisco based giant.

As we turn the page to 2022, we're going to take a look back at the biggest stories in the Salesforce ecosystem that will shape the company going forward.

Slack Acquisition

Undoubtably the biggest story in the Salesforce world was the earth-shattering $27.7 billion dollar deal that brings the do-it-all messaging app under the Salesforce umbrella. Slack saw explosive growth in 2020 as most companies shifted to a remote workforce and relied on the platform to keep disparate teams all over the world in sync. But it wasn't long after Slack started to gain a foothold that the giant of Microsoft Teams started to nip at its heels. With an expanded global presence, Microsoft Teams quickly become the choice of many companies in over 41 countries.

Completing the acquisition back in July of 2021, Slack now has the full weight of Salesforce behind it ready to compete in this new digital landscape. This means a plethora of new "Slack-first" features added or to be added to Salesforce in the coming months as well increasingly tighter integration between the two platforms.

Tighter AWS Integration

It was only a matter of time before the the Seattle-giant increased it's partnership with Salesforce, and it finally happened back in June of 2021. It's all in an effort to reduce code consumption, complexity and increase stability between the two platforms. Consumers will soon be able to purchase out-of-the-box solutions that harness the power of AWS' voice, video, artificial intelligence, and machine learning capabilities directly into the Salesforce platform.

AWS will also enable developers to speed up the app development process through new low-code solutions that bridge Salesforce data and AWS data with ease. The goal is to reduce the amount of custom coding that needs to be done to connect the two platforms while leveraging the best aspects of both.

Dreamforce 2021

Dreamforce never fails to bring a slew of new announcements, and this year did not disappoint. While Dreamforce 2021 was headlined by Slack-first announcements such as Slack Digital HQ innovations across all industries (Sales, Services, Marketing, Commerce, and more), there was a ton more announced right behind it; much of it relating to the health care industry.

Health Cloud 2.0 will allow business all over the world to deliver better health and safety information to their employees. At Dreamforce NYC, just last week they announced the next version of Dreampass that can leverage the platform to ensure safe in-person experiences whether it be events, concerts or even next year's Dreamforce.

While we have no idea what 2022 has in store for Salesforce as the paradigm is shifting under our feet at a rapid pace, we can say that if it's anything like 2021, we are in for another huge year of innovation.

Insight
Relay's Picks for Dreamforce 2021 Events You Should Attend
Dreamforce 2021 is here and it's going to be three full days of events and sessions. We'll run down which ones are worth your time.

Dreamforce is back, and in many ways, just as big and bold as you remember it. While this year's events will remain virtual, the sessions are as insightful and impactful as you may expect. But there are a lot of them! So how do you know which ones to attend and which ones are worth your time? We'll run down the sessions that we think will be most worth your while.

Day 1 - Tuesday, September 21st

Dreamforce Main Show: Welcome to the Trusted Enterprise with Marc Benioff and special guests (9:45 a.m. PT / 12:45 p.m. ET)

This will be a great taste to see how Slack-forward Dreamforce 2021 might be and should be a great start to the show.

Industry Success from Anywhere (11:30 a.m. PT / 2:30 p.m. ET)

Hear how Salesforce Industries solutions make it easy to succeed in a digital-first, work-from-anywhere world.

From Idea to Exit: Build a Thriving Business on AppExchange (12:00 p.m. PT / 3:00 p.m. ET)

We love the AppExchange here at Relay, so this should be a great showcase as how others are leveraging the power of the marketplace.

Innovation from Anywhere with Salesforce Developers (3:30 p.m. PT / 6:30 p.m. ET)

Learn how Salesforce developers all over the world are using the Salesforce platform to collaborate and innovate.

Create User Experiences with Lightning Web Components (4:30 p.m. PT / 7:30 p.m. ET)

If you've ever been interested in the Lightning platform, this would be a great opportunity to see how it allows developers to deliver unique customer experiences across a variety of platforms.

Day 2 - Wednesday, September 22nd

Explore Slack & Salesforce's Successful Path to Integration (9:00 a.m. PT / 12:00 p.m. ET)

This would be a great one to attend to see how closely integrated Salesforce and Slack might become for years to come.

Right Here, Right Now: The Power of Community (10:00 a.m. PT / 1:00 p.m. ET)

The Salesforce Community has played a huge role in the rapid adoption of Salesforce, but attend this one to see how nonprofits, educators, and philanthropists are using the community to change the world.

Three New Rules Shaping the Future of Business (11:00 a.m. PT/ 2:00 p.m. ET)

Learn three rules that every leader should embrace to build Salesforce and their business for a whole new era of business.

Build Your Digital HQ with Salesforce Architects (12:30 p.m. PT / 3:30 p.m. ET)

If you're interested in learning how Salesforce can allign stakeholders and teams, then this is the session you will want to make sure you attend.

Health Cloud: The Solution for a New Era of Health (2:30 p.m. PT / 5:30 p.m. ET)

If you're in the Healthcare industry, this session will reveal why Salesforce is the number one connected platform for healthcare and life sciences.

Day 3 - Thursday, September 23rd

Digital-First Leadership: Balancing Service, Speed & Trust (9:30 a.m. PT / 12:30 p.m. ET)

Hear how global leaders are responsibly leveraging technology solutions to increase responsiveness and speed.

The Future of Health Is Connected (10:30 a.m. PT / 1:30 p.m. ET)

Learn from Salesforce and industry Trailblazers to see how they unify the healthcare ecosystem for seamless outcomes from any place and any device.

Success Tips to Help SMBs Find, Win, and Keep Customers (11:00 a.m. PT / 2:00 p.m. ET)

If you're a small or mid-size business, this is the session you will want to attend. Learn how Salesforce can help you find the right customers, close more deals and keep your current customers happy.

We're very excited for the Dreamforce events to kick off and we think you should be too. Given the amount of content and type of content, this year's Dreamforce should be one to remember.

Insight
How to Extract Insights From Medical Text in Salesforce Health Cloud
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Check out our Quickbyte video on this solution.

Healthcare providers have largely transitioned to electronic health records and digital patient management systems like Epic. With a greater focus on value-based care, it's become important to reduce readmission and improve patient outcomes while driving down costs. Provider's using Salesforce Health Cloud have the distinct advantage of having their patient management system built right into the Salesforce platform. They enjoy the versatility and scalable nature of the Salesforce platform, making it easy to innovate and experiment with new technologies like the Amazon Comprehend Medical API.

Adding AI to Salesforce Health Cloud

Extracting medical information from unstructured text

Amazon Comprehend Medical is a HIPAA-eligible API that uses machine learning to extract health data from unstructured medical text, like nursing notes. Through a custom integration with Salesforce Health Cloud, we can quickly and accurately extract and identify health data such as:

  • Medical Conditions
  • Medications
  • Dosages
  • Test
  • Treatments & Procedures
  • Protected Health Information

Amazon Comprehend Medical is a self-contained AWS service that requires no servers or machine learning models to train, so it's easy to incorporate into custom Salesforce apps in Health Cloud. This service can be used throughout the entire healthcare lifecycle, from admission to point-of-care, through coding and billing.

Medical Insights from Nursing Notes

Symptoms in nursing notes highlighted by the app

Salesforce Health Cloud includes many options for properly recording structured medical information like symptoms, medications, and diagnoses. There are still sources of patient information, such as nursing notes, that are often unstructured and in a narrative format. They often include observations made by a nurse or doctor during their rounds or consultations. These notes can contain important information that may have been missed or improperly entered elsewhere in the patient management system.

With Amazon Comprehend Medical, we can develop intelligent applications that can interpret nursing notes and highlight important information. For example, during a patient checkup, Nurse Davis noted that Natalia had a cough and was fatigued. These symptoms may not have been recorded on the patient chart but using the Amazon Comprehend Medical service and our smart Health Cloud application can highlight the symptoms in the note to both remind Nurse Davis to enter them in the appropriate location or call attention to other practitioners about symptoms noted in prior visits.

Comprehend Medical & Salesforce Health Cloud Use Cases

The versatility and power of this API can have a significant and beneficial impact for patients and providers. The use cases range from point-of-care medical insights, compliance, and billing.

Clinical Trial Medical Cohort Analysis

Thanks to Amazon Comprehend Medical's exceptional ability to understand and identify complex medical information, including abbreviations, it can be used to identify or disqualify candidates for clinical trials. Patient recruitment efforts can be significantly simplified, reducing the costly steps required by manual selection processes.

Early Diagnosis and Clinical Decision Support

Proactive healthcare, powered by AI, will transform the medical landscape. Using the Amazon Comprehend Medical service, we can develop apps in Salesforce Health Cloud that aggregate medical information from patient data, extract diagnoses and symptoms from their medical history, and provide an early warning system for diseases such as multiple sclerosis.

Streamline Medical Coding

Even in highly structured patient management systems, like Salesforce Health Cloud, critical patient information can is missed leading to incorrect coding and billing issues. With the Comprehend Medical API, we can develop apps that can automatically extract ICD-10 codes from medical notes and correlate them with billed procedures.

Protect Patient Information

Patient data will continue to grow as we move all healthcare systems to digital platforms. Safeguarding patient information should be at the forefront of all healthcare provider's IT goals. The Comprehend Medical API can automatically detect PHI, giving your organization the certainty that you are protecting your patient's information.

If you are interested in learning more about innovative ways to integrate Salesforce Health Cloud with the Amazon Comprehend API please reach out or chat with us by clicking the chat bubble to your right.

Relay Named Ridge Tier Salesforce Partner for 2022

We are proud to announce that we are entering into the summer of 2022 having achieved Ridge level partner status in the Salesforce Partner Program. This recognitions comes after an incredible year of all-around growth and delivering meaningful solutions to our clients and partners.

In 2021, our team grew by 5 members; adding to our roster operations, technical, and solutions architecture expertise. We delivered custom Salesforce solutions across varied industries like insurance, healthcare, finance, SaaS applications, and nonprofits.


"We continue to demonstrate that a personal approach to design, wide industry experience, and deep technical expertise deliver the most robust solutions for clients big and small." said Gustavo Melendez, the Founder and Lead Technical Architect of Relay. "Our goal is to continue to focus on helping clients make the most of the Salesforce platform through tailored custom development. From executives to end-users, businesses are tired of ill-fitting and poorly configured Salesforce solutions that complicate your day to day operations. We strive to develop tailored solutions that truly address your short term process needs while maintaining line of sight with longer term business goals and needs."

How did we get to Ridge Tier?

Relay has demonstrated the ability to scale across numerous industries while maintaining a consistent degree of knowledge and capacity for each industry. Part of that is showcasing our expertise through Salesforce's certification system.


Relay as a team have a combined 20 Salesforce certifications including Level 4 System Architect and Level 3 Application Architect and Nonprofit Cloud Consultant.  We are constantly striving for more and plan on adding additional certificates to our resumé in the coming year.


Beyond that, Relay has dedicated their practice to sustainable development and equality, two of the pillars of entering the Ridge tier. Salesforce has incorporated the United Nations Sustainable Development Goals as the framework for partners to impact change in their local communities and Relay has gladly achieved all three goals. These include volunteerism, monetary donation and a corporate policy for sustainable development.


We are also proud to be a part of the "Pledge 1%" campaign where companies and partners across the world pledge to donate 1% of their time, profit, product or equity to charitable organizations.


Where do we go from here?

This is an incredibly exciting achievement for the entire Relay team as we truly believe this a reflection of all the hard work we have achieved with our clients throughout the years. We are truly thrilled by what we have built and what we will continue to build as a Ridge Tier consulting partner.



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