Vlocity, now part of Salesforce as Salesforce Industries, is a cloud-based platform that specializes in industry-specific solutions built on Salesforce for verticals such as communications, media, insurance, healthcare, utilities, and government. It provides pre-built processes, workflows, and data models tailored to specific industries, enabling faster implementation and improved customer experiences. Integration capabilities allow businesses to connect Vlocity with other systems, streamlining operations and delivering seamless, end-to-end workflows.

Business use cases

Automating Industry-Specific Workflows

Frends can integrate Vlocity with other enterprise systems, such as ERP or billing platforms, to automate vertical-specific workflows. For instance, in telecommunications, when a new customer order is placed via Vlocity, Frends can synchronize the order with the billing system and trigger order fulfillment processes automatically. This ensures a consistent, streamlined workflow across departments.

Synchronizing Customer Data Across Systems

Frends can connect Vlocity with CRM platforms, analytics tools, or MDM (Master Data Management) systems to centralize customer data. For example, when a customer updates their contact information in Vlocity, Frends can ensure the update is synchronized with other integrated systems, such as marketing tools or billing platforms. This ensures data consistency and enhances customer service.

Automating Quote-to-Cash Processes

Frends can integrate Vlocity with accounting and payment systems to automate the quote-to-cash process. For example, when a quote is accepted in Vlocity, Frends can create corresponding invoices in the financial system, track payments, and record the transaction. This reduces manual intervention and ensures a faster, error-free revenue cycle.

Enhancing Customer Service Workflows

Frends can connect Vlocity with customer service platforms, such as Zendesk or Freshdesk, to improve issue management. For example, when a customer service request is submitted via Vlocity, Frends can automatically escalate tickets, route them to appropriate teams, and synchronize updates between systems. This ensures seamless communication and resolution tracking.

Streamlining Field Service Coordination

With Frends, businesses can integrate Vlocity with field service management tools to optimize their operations. For instance, when a service request is processed in Vlocity, Frends can automatically schedule a technician using a field service platform, notify the technician, and track the service progress. This ensures timely and efficient service delivery.

Supporting Product Configuration Management

Frends can enable the integration of Vlocity with Product Information Management (PIM) or ERP tools to keep product catalogs up to date. For example, when a product configuration is updated in Vlocity, Frends can synchronize the changes with other systems in real time, ensuring accuracy in product recommendations, pricing, and availability.

Enhancing Subscription Management

Frends can integrate Vlocity with subscription platforms or billing systems to streamline subscription management. For example, subscription data such as activation, renewal, or cancellation in Vlocity can be automatically transferred to billing and financial systems. This ensures billing accuracy and improves the customer experience.

Automating Compliance Reporting

By integrating Vlocity with compliance and auditing systems, Frends can automate regulatory data reporting and ensure adherence to industry regulations. For instance, Vlocity workflows can automatically log customer interactions and other relevant activities, while Frends transfers the log data to compliance systems for review or audit.

Enabling Data-Driven Decision-Making

Frends can extract data from Vlocity and send it to business intelligence (BI) tools like Tableau or Power BI for advanced analytics. For example, sales trends, customer behaviors, or service performance data in Vlocity can be visualized in dashboards, enabling proactive strategic decision-making.

Automating Renewal Notifications

Frends can connect Vlocity with communication tools like email platforms or SMS gateways to automate renewal notifications. When a customer subscription is nearing expiry, Frends can trigger automated messages from Vlocity to alert the customer, ensuring timely renewals and reducing churn.

Managing Industry-Specific Campaigns

Frends can integrate Vlocity with marketing automation tools like Salesforce Marketing Cloud or Marketo to run targeted campaigns based on customer data. For instance, for insurance customers, Frends can use Vlocity data to trigger personalized email campaigns promoting relevant plans or upgrades.

Enhancing Omni-Channel Experiences

Frends can unify data across Vlocity and other customer-facing platforms for a seamless omni-channel experience. For example, when customers interact with the business through social media, websites, or call centers, Frends can integrate the interaction data with Vlocity to provide a unified customer view. This enhances engagement and ensures consistent support across platforms.