Sunday , 23 October 2016
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Salesforce Lightning for Microsoft Outlook Unifies CRM and Email

The latest development to come out of Salesforce’s partnership with Microsoft is Salesforce Lightning for Outlook, a product that integrates CRM applications with Microsoft’s email platform. The two companies announced the new tool earlier this week.

Support and service representatives use customer relationship management (CRM) software and email more than any other tools to communicate with people on the job, according to Salesforce. However, those two tools rarely work together, so reps often find themselves jumping from one app to the other and back again while handling customer issues.

By enabling companies to build Salesforce capabilities directly into Microsoft’s Outlook email program, Lightning for Outlook helps customer service professionals save time and effort, according to Salesforce. The Lightning user interface is also designed to provide reps with greater insights into their interactions with customers across both apps.

Coming Soon to Outlook Mobile

Salesforce said its new offering with Microsoft lets businesses use Lightning Components, reusable building blocks of code, to embed new and customized CRM integrations into Outlook email. For example, a sales rep writing an email to a customer will be able to update a price quote using Salesforce SteelBrick CPQ without having to leave Outlook.

Lightning for Outlook will also make it possible for customer service professionals to search for, view and update Salesforce records for email contacts directly from Outlook, and automatically sync contacts and calendar events between the two apps.

Salesforce Lightning for Outlook is available now for Outlook users on Windows or Mac, as well as on the Web. A future update, set to roll out soon, will also add support for such integration on Outlook Mobile, Salesforce said.

Customer Data ‘at the Point of Contact’

The typical sales representative in a business spends more than 70 percent of the work week sending or responding to email messages, according…