Discover how to automate order servicing, reduce operational costs, and drive revenue growth with agentic skills that improve efficiency, enhance customer satisfaction, and optimize fulfillment.
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Boost Revenue and Cut Costs with Order Servicing Skills
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, Director - Digital Transformation, Formerra
, Sr. Product Manager, Salesforce
, GTM and Commercial Lead, Salesforce Technology Practice, Merkle
, Product Marketing Director, Salesforce
Role: Commerce, Service
Industry: Manufacturing, Retail, Technology
Product: Agentforce Commerce, Agentforce Service
Topic: Customer Relationships
Session Level: Beginner
Session Type: Theater
Session Summary: The session focused on how Salesforce's Order Management System (OMS) is transforming order servicing by enhancing customer experience and operational efficiency. It highlighted the importance of connected experiences across technology, channels, and data, enabling service teams to act as trusted advisors while addressing challenges such as data fragmentation and manual processes. A case study demonstrated how leveraging Salesforce OMS, MuleSoft Intelligent Document Processing (IDP), and AI capabilities streamlined order management, automated workflows, and integrated seamlessly with legacy systems like SAP. These innovations not only reduced manual tasks but also turned service centers into revenue-generating hubs by enabling proactive customer engagement and cross-selling opportunities.
Key Takeaways:
• Salesforce OMS, combined with MuleSoft IDP and AI technologies, automates unstructured data processing, enabling seamless order creation and reducing manual interventions.
• Integrating Salesforce OMS with legacy systems like SAP enhances operational efficiency while providing a single pane of glass for customer service teams to access critical data.
• The implementation of Salesforce tools helps organizations transform service centers into revenue generators by freeing up resources for proactive customer engagement and sales support.
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