What Is Vlocity in Salesforce? Key Features and Business Applications
This article was originally published at Twistellar.com
Founded in 2014, Vlocity rapidly established itself as a pioneer in the “industry cloud” space, earning three consecutive Forbes Cloud 100 awards in 2017, 2018, and 2019. This impressive trajectory of success is driven by its robust, cloud-hosted enterprise-level business management software, designed to enhance efficiency and deliver comprehensive capabilities.
Vlocity (Salesforce Industries) is used across various sectors, providing tailored solutions that enhance customer engagement, streamline operations, and ensure regulatory compliance.
This article explores Vlocity’s key features and how businesses use them to enhance efficiency and customer engagement.
What is Vlocity in Salesforce?
Salesforce Vlocity and Salesforce Industries are closely related but not entirely interchangeable terms. Salesforce Vlocity refers to the specific industry solutions and technologies brought into Salesforce through the acquisition of Vlocity. In contrast, Salesforce Industries is the overarching category that includes all of Salesforce’s industry-specific solutions, including but not limited to those from Vlocity.
Vlocity refers explicitly to the solutions and technologies developed by the Vlocity company, which have now been integrated into Salesforce’s offerings. Vlocity, now known as Salesforce Industries, provides pre-built, industry-specific solutions on the Salesforce platform. These solutions cater to industries requiring extensive CRM customization beyond Salesforce’s standard offerings. Vlocity’s applications, designed for sectors like Communications, Insurance, Energy & Utilities, Financial Services, Media, Health, and the Public Sector, deliver omnichannel sales, marketing, service, and CPQ solutions.
Vlocity in Salesforce History
In 2020, Salesforce acquired Vlocity, integrating its industry-specific CRMs into Salesforce’s existing products and rebranding them as Salesforce Industries.
Originally, Vlocity specialized in industry-specific cloud and mobile software solutions. This acquisition allowed Salesforce to expand its product portfolio, introducing three new clouds for communications, media, energy, utilities, and new public sector solutions. These products feature industry-specific data models and pre-built business processes built on the Salesforce Customer 360 platform, enhancing customer engagement.
Salesforce Industries now includes 12 industry clouds, covering:
- Healthcare
- Financial service
- Manufacturing
- Consumer goods
- Government
- Nonprofit
- Education, and
- Philanthropy
Vlocity’s offerings, such as Salesforce Omnistudio, provide industry-specific data models, pre-built processes, guided interactions, and integration tools, helping companies accelerate their digital transformation and achieve faster ROI.
What Types of Businesses Use Vlocity (Salesforce Industries)?
Here are some prominent use cases of Vlocity in Salesforce across different sectors:
- Omnichannel customer engagement for telecom and cable providers
Telecom providers use Vlocity to integrate customer interactions across phone, email, social media, and in-store experiences. This ensures that customer service agents have a unified view of each customer’s history, and gain insights into customer behavior, service usage, and operational efficiency, enabling data-driven decision-making.
T-Mobile leverages Vlocity to boost its customer service and optimize its operations. T-Mobile enhances its support capabilities with AI-driven insights and real-time data access to deliver quicker and more personalized service, improving case management and issue resolution. As a result, T-Mobile has seen higher customer satisfaction and greater operational efficiency.
- Claims management and policy administration for insurance carriers
With Vlocity, insurance companies can streamline the entire lifecycle of a claim, from initial reporting to final settlement. The platform enables agents to manage claims efficiently by automating workflows, reducing manual data entry, and ensuring consistent application of business rules.
The insurance company MetLife leverages Vlocity to streamline claims processing and policy administration. This enables agents to manage claims efficiently, reduce processing times, and provide customers with real-time updates on their claim status.
- Patient relationship management for health systems and HMOs
Vlocity offers advanced capabilities for patient relationship management, particularly valuable for health systems and health maintenance organizations (HMOs). The platform centralizes patient data, providing clinical care teams with a comprehensive view of a patient’s medical history, treatment plans, and ongoing care needs.
Blue Shield of California, a nonprofit health plan, deployed Salesforce Health Cloud to create Care Connect, an integrated care management system. This initiative was crucial for managing data from 13 disparate systems, improving care coordination and patient outcomes. The system allows clinical care teams to have a unified view of member data, supporting holistic care.
- Digital commerce and subscription billing for media and entertainment companies
Video on demand (VOD) platforms can leverage Vlocity to manage digital subscriptions and billing processes. Vlocity provides tools for offering personalized subscription plans, efficiently handling billing, and managing customer interactions. By using Vlocity, companies can enhance customer experiences with tailored content offerings and seamless payment systems.
For instance, Sky Italia utilized Vlocity to streamline its sales, digital commerce, and customer care systems. This deployment allowed Sky Italia to quickly launch new products and services, optimize their billing processes, and improve customer service.
- Government portals for benefits and services access
Government institutions can utilize Vlocity to create portals where citizens can access various government services, such as unemployment benefits, health services, and more. This integration makes it easier for citizens to find and apply for services online.
This digital integration not only enhances user experience by providing a centralized and efficient platform but also improves the overall accessibility of government services.
An excellent illustration of this can be seen in how the U.S. Department of Veterans Affairs leveraged Salesforce technology to create a centralized portal for veterans. This platform provides seamless access to various services, including healthcare and benefits management.
- Nonprofit platforms for connecting donors and beneficiaries
By using Vlocity, nonprofits can efficiently track donor interactions, manage fundraising campaigns, and ensure transparency in how funds are allocated. The platform helps link donors with specific causes, making it easier for them to understand the impact of their contributions.
The platform helps connect donors with specific causes, track donations, and provide transparency in fund allocation. For example, here’s how Twistellar enabled Sustainable Procurement Pledge (SPP) to scale up and streamline communication within the organization and the community.
- Wealth management for financial advisors
Vlocity can provide financial advisors with comprehensive views of clients’ portfolios. This allows advisors to offer tailored investment advice and better manage client relationships.
Edelweiss Global Wealth Management utilizes Salesforce Vlocity to enhance its client engagement and streamline its wealth management services. By deploying Vlocity’s industry-specific solutions, Edelweiss can deliver personalized experiences to its clients, manage complex financial products efficiently, and improve overall service delivery.
- Regulatory compliance for life sciences companies to manage complex data
Pharmaceutical companies face stringent regulatory requirements and the need to manage sensitive patient data securely. Vlocity offers specialized tools that streamline these processes, ensuring compliance with global regulations and facilitating efficient management of clinical trials, drug safety, and patient support programs.
For instance, Johnson & Johnson uses Vlocity to gain a better view of its data and align cross-region business strategy, as well as automate the tracking of clinical trial data and manage the complex web of regulations associated with bringing new drugs to market.
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