Salesforce Announces Partnership with FedEx, New Features for Marketing Cloud

Salesforce this week announced a multi-year partnership with FedEx and artificial intelligence updates for its marketing cloud. The partnership with FedEx aims to help companies provide end-to-end e-commerce and supply chain management. Under the terms of the partnership, Salesforce Commerce Cloud and Salesforce Order Management will be integrated into FedEx’s ShopRunner e-commerce platform.

The growth of e-commerce is putting pressure on retailers to deliver great customer experiences while keeping pace with growing demand, FedEx said. Retailers have to manage multiple, complicated inventory management systems to fulfill orders and process returns while struggling to reach their customers in a crowded e-commerce ecosystem.

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Salesforce introduces AI-powered workflows and contact center updates in the service cloud

(TechRepublic)

The two companies said a single platform will remove complexity and allow them to keep pace with increasing demand and customer expectations for things like free two-day shipping and returns, while reducing supply chain costs and increasing fulfillment efficiency will.

The aim of the two companies is to offer customers the following:

• Increased loyalty and customer lifetime value: Access to millions of high quality buyers who are actively shopping through the ShopRunner platform and providing Salesforce dealers with a pool of loyal customers.

• Early network insights: Earlier insights into delivery speeds and potential delays, available even before an order is shipped, help merchants give their customers more accurate information about when their purchases will arrive.

• Optimizing the supply chain: Merchants have access to tools that optimize transportation and fulfillment, increase supply chain intelligence, simplify shipping and manage costs.

• Order transparency in real time: Through improved delivery dates and times, retailers can provide buyers with information about when their orders will arrive in real time on the product detail page, in the shopping cart and throughout the delivery process.

Marketing Cloud Improvements

Also this week, Salesforce launched an improved version of its Marketing Cloud with built-in AI to help companies build deeper digital relationships with customers and optimize their marketing impact.

The improvements focus on personalization, content creation and customer satisfaction. Salesforces specifically aims to help customers:

Know your customer to interact with relevance:

• Einstein Engagement Score in Salesforce CDP: Marketers can now use AI in combination with cross-cloud data to target their most engaged subscribers or suppress inactive subscribers to improve engagement, conversion rates and customer satisfaction at every marketing moment.

Humanize every moment with real-time personalization:

• Interaction Studio templates: Templates now expand and simplify personalization for customers through ATMs, point of sale and call centers to ensure that the personal relationship is personalized and connected.

• Integration of Interaction Studio + Experience Cloud: When customers interact digitally, the new Experience Cloud integration offers personalized web, mobile and portal experiences based on the real-time interaction of the customer.

• Interaction studio + CRM integration: When customers contact sales and service, the new CRM integration is designed to give these teams real-time insight into customer behavior, segmentation, and the next best deals and offers.

• Einstein content designer: When it comes to personalized experiences, context and channel are important – but so is the content. Artificial intelligence takes the guesswork out of creating the most engaging and relevant content by generating and optimizing content and alleviating bottlenecks in content production in personalized marketing. The goal is for marketers to work more effectively and efficiently when they personalize individual one-off moments for their customers.

Optimize marketing impact with smarter insights:

• Datorama Connector and App for Salesforce CDP: Datorama now offers a native connector for Salesforce CDP with a ready-to-use CDP analytics app and Einstein Marketing Insights (AI) designed to help marketers optimize the business impact of their data-driven marketing and advertising.

• Datorama Connector and App for Interaction Studio: Datorama now offers a native connector for Interaction Studio with a ready-to-use analytics app and Einstein Marketing Insights (AI) with the aim of helping marketers optimize their ROI from web to cross-channel.

The Salesforce FedEx platform will be available in spring 2022 and prices will be announced then, the companies said.

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