Here’s the thing – businesses no longer win by simply selling great products—they win by delivering exceptional experiences. Enter Salesforce, a tool that’s more than a CRM. It has become the nerve center for companies looking to grow. Doesn’t matter if it is a small startup or a global conglomerate, chances are Salesforce is powering some part of its operation. But what exactly does Salesforce do and why does everyone speak so highly of it? Let’s find out in this guide.
Salesforce is a cloud-based platform that began as a customer relationship management (CRM) tool in 1999. It changed the way its clients handled their customer data by offering the following:
Over time, Salesforce metamorphised into a holistic customer success platform. It included a wide range of products, including:
Apart from these, it offered tools like Customer 360, AppExchange, and automation solutions such as Flow and Omniscript. These tools were designed to help businesses create a connected and personalised customer experience.
Salesforce offers a wide range of functions with an aim to streamline business operations and improve business performance. Here they are:
Salesforce operates on a multi-tenant cloud architecture. In simple words, it means a single instance of the platform serves multiple customers. But their data is kept isolated and secure. Such a secure design allows businesses of all sizes to access the same infrastructure and features of Salesforce without needing to manage hardware or software installations. Most importantly, each organisation’s data is securely stored and logically separated. This ensures privacy while benefiting from shared resources and scalability.
The platform is built on a metadata-driven framework. This means users can customise applications without altering the underlying code. Such flexibility allows for rapid development and deployment of tailored solutions.
Salesforce’s architecture includes robust APIs, facilitating seamless integration with external systems. Additionally, the platform incorporates advanced features like artificial intelligence through Einstein AI, providing predictive analytics and automation capabilities.
Implementing Salesforce can deliver significant returns on investment for your business. There are three ways in which this happens: by streamlining operations, by enhancing customer engagement, and by driving smarter decision-making.
For starters, with its centralised CRM and automation tools, Salesforce reduces manual tasks and accelerates workflows. It quickly improves team productivity across sales, marketing, service, and IT. These efficiency gains translate directly into cost savings and faster time to value.
Secondly, Salesforce strengthens customer relationships by enabling personalised interactions at every touchpoint. Features like Marketing Cloud, Service Cloud, and Customer 360 allow you to tailor experiences based on customer data. This leads to
better retention and lifetime value.
Finally, when used strategically, Salesforce not only increases operational effectiveness but also unlocks new revenue opportunities through smart decision-making, making it a powerful investment for long-term business growth.
Further Reading: How Small and Medium-Sized Businesses Can Maximize ROI with Salesforce
Salesforce Sales Cloud is built to boost sales productivity by streamlining lead management and accelerating deal closures. It helps sales teams:
Apart from this, features like opportunity tracking and AI-powered insights from Salesforce Einstein equip your team to drive consistent revenue growth, no matter where they are.
Salesforce Service Cloud is designed to elevate customer support by providing a unified platform for efficient case management and seamless omnichannel communication. It enables:
With AI-powered features from Einstein, agents get real-time recommendations and the next-best actions, further speeding up resolution times.
Salesforce Marketing Cloud empowers you to deliver personalised, data-driven marketing campaigns across every digital touchpoint. Here are its key capabilities:
Salesforce Commerce Cloud offers tailored solutions to support both B2B and B2C commerce. It enables you to deliver seamless, personalised online shopping experiences.
For B2C companies, Commerce Cloud provides tools to build engaging, mobile-first storefronts with features like:
It allows brands to deliver consistent experiences across web, mobile, social, and in-store channels, enhancing customer satisfaction and loyalty.
For B2B organizations, Commerce Cloud streamlines complex purchasing processes with features such as:
Unified on the same platform, both B2B and B2C businesses benefit from shared data, centralised inventory management, and scalable architecture that adapts to evolving customer expectations and market demands.
Salesforce provides IT teams with powerful tools to build and scale applications. For instance, using Salesforce, one can create custom apps with low-code and pro-code options. This is possible through features like Lightning App Builder, Apex (Salesforce’s proprietary programming language), and the metadata-driven architecture. Such flexibility allows your team to deliver business solutions faster. At the same time, they need not compromise on a consistent user experience across devices.
Additionally, Salesforce supports seamless system integration through APIs and pre-built connectors. This makes it easy to connect legacy systems and third-party apps. IT teams can also rely on Salesforce’s robust infrastructure for security and compliance. With features like automated monitoring and role-based access control, Salesforce helps your IT department maintain a stable, secure environment.
At the heart of Salesforce’s mission, you will find a strong focus on customer success. From its inception, Salesforce has prioritised building solutions that help its clients better serve their customers. This customer-first mindset is reflected in everything from its user-friendly interface to its flexible payment plans. Also, by aligning its innovation strategy with real customer needs, Salesforce ensures its platform evolves to support growth and loyalty.
This philosophy extends beyond products—it’s embedded in its culture and ecosystem. Initiatives like Customer 360 unify data across departments. This gives its clients a holistic view of every customer. The company also invests heavily in customer education and feedback loops to continually refine its offerings. By putting customers at the center of its vision, Salesforce not only drives innovation but also empowers businesses to thrive in a rapidly changing digital landscape.
By now, this guide should have given you a solid understanding of what Salesforce does. But as powerful as Salesforce is, getting the most out of it requires more than just implementation. It demands strategy and expertise. That’s where Brysa comes in. As the UK’s leading Salesforce expert, we help businesses set up and scale Salesforce to match their unique needs. Whether you’re starting fresh or optimizing an existing setup, Brysa ensures that your Salesforce investment delivers maximum ROI. Contact us now.