Do more with Salesforce integrations - No Code.

Integrate with the Salesforce platform and connect your business processes and data on Salesforce with those outside of Salesforce such as on your USSD and payment platforms through the exchange of real-time event data.

Introduction - What is Salesforce CRM

If you are familiar with the world of cloud computing and CRMs, then Salesforce is not a new name to you. However, if you are not familiar, let’s do a brief introduction.

A while back, companies used to host their Customer Relationship Management solutions on their own servers, on-premise i.e. on company grounds. 

This had a lot of drawbacks such as large capital expenditure for the hardware, topped up with heavy maintenance costs for support and upgrades. 

It is due to the drawbacks that cloud computing became a necessity, where instead of on-premise servers, all data is stored on the cloud. 

This means no extra hardware needed, no maintenance costs and  greater scalability just to mention a few.

This is the gap that Salesforce came to address.

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How it started

Salesforce started with a view of building a CRM software and having it entirely online i.e. on cloud, and hence they started as a Software as a Service (SaaS) company.

They completely changed the game by cutting down on the lengthy installation times and high costs that ruled the market and made it a consumer’s market. Anyone could use Salesforce and was not tied down to the previously experienced expensive and long-term contracts. At just $75 dollars a month, any business could be easily set up in a matter of minutes and start building their business processes.

With time, Salesforce modified their business model to one of software solution providers. They now provide a  multi-tenant platform i.e. one common platform shared by multiple customers, all enjoying the same technology / release version. 

The platform enables users, businesses and developers to not only access various software solutions, but to also build, develop and distribute their own custom software solutions. 

In such a model, Salesforce handles the technology maintenance and upgrades (which are done automatically on the platform for all customers), and leaves their customers to focus on what really matters…..innovation!

It is no surprise that Salesforce rose to become the global leader in all matters CRM, taking the top position for nine consecutive years according to International Data Corporation (IDC).

The Salesforce open API allows integration to systems such as HelloDuty. 

HelloDuty enables Salesforce users to extend the capabilities of Salesforce with services by third party systems such as USSD, Mpesa, Smile Identity and KopoKopo. 

Salesforce users thus do not have to leave Salesforce or switch systems, but get to interact with these third party systems as though they rested natively on Salesforce.

Similarly, you can easily automate services by these third party systems to fit in your business processes or customer journeys.

Use case examples

  1. A simple use case is automating KYC on Salesforce using HelloDuty.
    Whenever a new lead is added on Salesforce, HelloDuty automatically initiates a KYC process via Smile Identity and saves the KYC results back on Salesforce in a matter of seconds.
  1. Another use case is in automating payments.
    Consider a charity organization that uses Salesforce to store their constituent’s data. The charity disburses funds to its constituents who live in rural areas after they are verified through a review stage.
    Whenever a constituent passes the review stage, HelloDuty will trigger a disbursement via Mpesa to the constituent for the amount specified on Salesforce, and the transaction details including the transaction ID will all be saved on Salesforce.
  2. Call Center
    The Helloduty CTI integration helps you build a call center application within Salesforce to aid in Sales or Support purposes.
  3. WhatsApp integration
    Use Whatsapp to collect information from your user and create a case to assist your user.

The Salesforce integration process on HelloDuty is user friendly as it does not require you to write  any code.

Benefits of Salesforce for your business

  1. Salesforce serves across all industries and allows easy customization to meet business requirements.
  2. The  Salesforce integration with HelloDuty enables you to integrate to third party systems such as
  3. and Smile Identity in a matter of minutes without writing any code.  You can then interact with these third party systems on Salesforce without having to switch systems.
  4. Provides a 360 degree view of a business’ customers. No more storing data in silos. Salesforce connects across the various departments and customer data to provide a unified view of a customer, their details, journey and interactions with the business. This ensures that any time a customer engages any department within the company, they enjoy a personalized experience and not feel as though they are engaging different departments.
  5. Launch your customer journeys on USSD and have the data collected saved on Salesforce using the Salesforce API integration with HelloDuty.
  6. Salesforce omni-channel capability gives businesses one location to connect with their customers, across multiple social channels, without having to leave Salesforce or change systems.

Updated on Mar 21, 2023

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