Building a True 360° Customer View: Why Integrated Salesforce CX Wins
Every enterprise claims to be “customer-centric” – yet most rely on fragmented systems where Sales, Marketing, and Service operate in silos.
Marketing runs campaigns on one platform.
Sales works from another CRM.
Service resolves issues without full context.
The result?
Disjointed experiences, slow responses, inconsistent messaging and missed opportunities.
Salesforce fixes this by combining every touchpoint into a unified Customer 360 – a single source of truth for your entire organization.
Why “Customer 360” Matters More Than Ever
Today’s buyers move quickly across channels – email, WhatsApp, websites, events, sales calls, service portals.
If your teams can’t see the full picture, your customer will feel the gaps.
Salesforce Customer 360 enables enterprises to:
- Track the entire journey from lead → deal → support → loyalty
- Deliver hyper-personalized marketing journeys
- Give sales teams complete visibility into customer behavior
- Empower service teams with context-driven case resolution
- Use Einstein AI to predict churn, upsell, and next-best action
When teams see the same customer, they serve the same customer – consistently.
Sales Cloud: Smarter Selling with Shared Insight
Sales reps access:
- Complete activity history
- Marketing engagement data
- Service escalations
- AI-recommended next steps
- Pipeline intelligence & forecasting
Sales moves faster because nothing is hidden.
Marketing Cloud: Personalized Journeys at Scale
Marketing Cloud connects sales and service data to build real-time personalized journeys across:
- Email campaigns
- WhatsApp & SMS
- Social media
- Web personalization
- Account-based targeting
- Advertising automation
Marketing knows exactly where each customer stands – and what they need next.
Service Cloud: Faster Resolution with Full Context
Service agents see everything the customer has done before the ticket was logged:
- Sales history
- Marketing interactions
- Previous cases
- Product ownership
- Preferred channels
Agents respond faster with less friction – boosting CSAT and loyalty.
Einstein AI: Predictive, Intelligent, and Contextual
Einstein AI enhances the 360° customer experience with:
- Predictive lead & opportunity scoring
- CE-level forecasting
- Case classification & recommended resolutions
- Behavioral segmentation for marketing
- Churn prediction & next-best actions
AI makes every engagement smarter and more proactive.
How ECS Helps Enterprises Deliver Customer 360
As a Salesforce consulting partner, ECS helps businesses:
- Integrate Sales, Service & Marketing Clouds
- Build unified data models & customer profiles
- Implement AI-driven customer insights
- Automate customer journeys end-to-end
- Deliver omnichannel engagement strategies
- Ensure seamless ERP connectivity (Oracle, Microsoft, etc.)
We help turn Salesforce into a true growth engine – not just a system.
The Result?
Better conversions.
Better service.
Better loyalty.
One connected customer experience.