Salesforce Commerce Cloud the Right Solution for Your Business?
Salesforce Commerce Cloud is only a few years old, but is shaking things up as a viable competitor in the age of the digital customer experience. It is indeed a great tool to help create a great customer experience, and propel your business forward as those relationships strengthen.
Salesforce Commerce Cloud was not entirely native, as it was acquired with Demandware in 2016. This makes it a newer option in the world of ecommerce. There are two versions, one with B2B capabilities and one for B2C. Additionally, it has specific add-ons to make it fit better with Communities.
In order to use Salesforce Commerce Cloud, you can have a subscription to Salesforce (and it may be required based on your particular needs), however, B2B and B2C are also offered as standalone products.
However, in the realm of e-commerce capabilities, Salesforce is not the only option available, and it stacks up against some noteworthy platforms. So, how does Salesforce compare to others, such as Adobe Magento and SAP Commerce? Let’s take a look at how those compare and how Salesforce stacks up against the rest.
Salesforce Commerce Cloud on the backend makes it easy for Admins to use out of the box.
What features does Salesforce Commerce Cloud offer?
Salesforce Commerce Cloud can help your business make for a positive customer experience. It aligns the mobile, web and social experience for customers, making it seamless and unified, and uses algorithms to learn more about their choices. Salesforce Commerce Cloud also allows for integrations to make your online store fit your business as you’ve envisioned.
On the backend, campaigns can be set up to allow for better metrics, and gives you full reign on adding promotions and coupons. Salesforce Commerce Cloud allows categories to be developed for campaigns, along with letting you choose sequential order to better customize the user experience.
Other Features include (but are not limited to):
- Native Targeting and A/B testing
- Product, Pricing and Catalog Management
- Search Engine Optimization
- AI-Powered Experiences
You can also preview the site before making your changes public so there are no surprises when it comes to going live.
Order Management and Content Management
Salesforce Commerce Cloud really focuses on the customer with the shopping, ordering, and post purchasing experience in an attempt to make order management second-to-none. Customers can see what is available in store compared to online, and conduct all of their shopping on a variety of devices.
With Content Management, Salesforce has made it easy for admins to create content easily that is configurable across multiple channels. You can also choose the audience that receives the content, so you can better target your customers with relevant content. This makes for a more personalized experience that customers appreciate.
Does Salesforce Commerce Cloud offer Omni-Channel?
Salesforce Commerce Cloud also utilizes the power of Omni-Channel to make for a great customer experience, and one that customer support representatives enjoy being a part of. It strives to understand customer behavioral patterns by gathering data with analytics and surveys. It can allow for a “click and collect” interaction that customers have come to expect from their favorite brands.
It also allows you to customize the omni-channel experience so it fits your needs better, so that no matter which channel the customer chooses to use, your team is prepared with a unified approach. It also includes social media channels due to recognizing the value social media plays in your customers’ understanding of your brand.
Analytics play a large part in making omni-channel successful, and Salesforce Commerce Cloud recognizes that, as well. Every interaction provides insight to see what is working successfully and what needs more attention.
Does Salesforce Commerce Cloud offer B2B?
While the B2C customer experience is special in it’s own right, operating as a B2B can be a very different customer experience as businesses often have different needs than direct consumers. Businesses often purchase in bulk, with different pricing, and need to be able to act quickly when supplies are running low.
The B2B experience in Salesforce Commerce Cloud allows for self-service purchasing for a variety of industries, and even allows shipping to take place at multiple sites on varying dates. As with many parts of Salesforce, it also makes the experience mobile friendly, so those on the go can get their order placed or re-ordered in no time.
Now that we’ve taken a look at what Salesforce Commerce Cloud offers, let’s take a look at some of its competitors and see how they compare.
Salesforce Commerce Cloud vs Adobe Magento Commerce
First, let’s start with how the two are similar. Both options are flexible enough to handle medium to large sized businesses. Both also have content management strengths with drag and drop functionality that makes it Admin friendly. Both can also suggest specific product recommendations to customers.
Magento does have strengths above Salesforce Commerce Cloud, in that it seems their merchandising configurations seem to be more customizable. Magento was built on the basis of ecommerce, whereas it is an additional cloud for Salesforce. When it comes to using an ecommerce platform, Magento has more customers, and thereby possibly better support around ecommerce platform issues than Salesforce.
Salesforce Commerce Cloud vs SAP Commerce
Salesforce Commerce Cloud and SAP Commerce both seem to have good reviews of “out of the box” functionality. They both have omni-channel features, as well, and both are described as “very usable” by their current customers.
It does seem though that if you already have data in SAP that SAP Commerce may be a more natural fit, as there would have to be an integration between SAP and Salesforce in order to use SAP Commerce with Salesforce. There also seem to be issues with SAP Commerce and their customer support as it compares to Salesforce, in general.
What about Pricing?
While it is difficult to identify the exact pricing for such models, we can take a look at generalized pricing models. SAP Commerce Cloud varies greatly based on your needs, but Salesforce Commerce Cloud is based on a revenue-share pricing model. Magento also has varied pricing, but it depends on how many licenses would be needed. It is recommended to contact each company for a quote regarding how your needs would be reflected.
Conclusion: What do I recommend?
You will need to do a general assessment of what you are really looking for to find the right ecommerce platform for your needs. If you have a deep reach into SAP, it is worth giving SAP Commerce a try, and one could argue the same for Salesforce. However, although Salesforce is the new kid in town, they are quickly adapting to flex their muscles in the strengths that are aligning with more experienced models. If you have a strong preference on Customer Service, it seems Salesforce is the better option of the three.
The future in Ecommerce is only getting smarter and more efficient. It’s imperative to start looking at a solution now, as adapting your business is key to staying successful in the years to come. Customers want a seamless, smart, integrated experience, and hold companies in low regard who cannot support that. Jump on this today to stay a relevant brand customers will return to repeatedly for a great experience.