Salesforce Vlocity, now known as Salesforce Industries, is a cloud-based platform designed to provide industry-specific solutions for businesses. Built on Salesforce, it offers tools and frameworks tailored to meet the unique needs of various verticals like telecommunications, healthcare, insurance, financial services, energy, and more. Vlocity leverages Salesforce’s core functionalities, including automation, CRM, and data integration, while adding pre-built industry processes, data models, and workflows.

In this article, we will explore the key features and benefits of Salesforce Vlocity and how it empowers businesses to deliver personalized customer experiences and achieve operational efficiency.

What Is Salesforce Vlocity?

Salesforce Vlocity is an extension of Salesforce that focuses on vertical industries. It is designed to provide pre-configured, out-of-the-box solutions tailored to industry needs. Unlike a generic CRM system, Vlocity offers sector-specific functionalities that reduce the time and cost required to customize Salesforce for specific use cases.

For example:

• In telecommunications, Vlocity enables streamlined customer onboarding and order management.
• In healthcare, it supports member and provider management.
• In insurance, it simplifies policy administration and claims processing.

Core Features of Salesforce Vlocity

Salesforce Vlocity delivers an array of features that make it a preferred choice for industry-specific solutions. Here are its core functionalities:

1. Industry-Specific Data Models

Vlocity provides pre-built data models tailored to industries such as telecommunications, healthcare, and insurance. These models include fields, objects, and relationships designed to capture industry-specific information, reducing the need for extensive customization.

• Telecommunications: Supports account hierarchies, subscriber details, and billing data.
• Insurance: Includes policyholder information, claim details, and premium calculations.

2. Guided Selling

Vlocity enables guided selling by providing step-by-step workflows that help sales teams identify customer needs and recommend the best products or services.

• Personalized product recommendations based on customer data.
• Dynamic configuration, pricing, and quoting (CPQ) capabilities for complex sales processes.

3. Omnichannel Capabilities

With Vlocity, businesses can deliver consistent customer experiences across multiple channels, including web, mobile, email, and contact centers.

• Unified view of customer interactions across all touchpoints.
• Seamless integration with Salesforce Service Cloud for customer support.

4. Vlocity CPQ (Configure, Price, Quote)

Vlocity’s CPQ functionality allows businesses to streamline the process of configuring products, pricing them accurately, and generating quotes quickly.

• Handles complex pricing rules and discount structures.
• Supports real-time quote generation and approval workflows.

5. Pre-Built Industry Processes

Vlocity comes with pre-configured workflows and processes that align with industry best practices. These processes reduce the time required to implement new solutions.

• Telecommunications: Order orchestration and subscription management.
• Healthcare: Provider credentialing and care management.

6. Enterprise Product Catalog

The platform features an enterprise-grade product catalog that simplifies the management of product offerings. Businesses can easily add, modify, or retire products and services.

• Supports bundling of products and services.
• Enables rapid rollout of new offerings.

7. Vlocity OmniScript

Vlocity OmniScript is a powerful tool that enables businesses to create guided, user-friendly interfaces for customer interactions without the need for coding.

• Drag-and-drop interface for building workflows.
• Supports conditional logic and reusable components.

8. Integration with Salesforce Core Services

Vlocity is built natively on Salesforce, ensuring seamless integration with core Salesforce functionalities such as:

• Salesforce Sales Cloud.
• Salesforce Service Cloud.
• Salesforce Marketing Cloud.

9. Cloud-Native Architecture

Being cloud-native, Vlocity offers the benefits of scalability, flexibility, and accessibility. Businesses can easily adapt to changing needs without worrying about infrastructure.

Benefits of Salesforce Vlocity

The features of Vlocity translate into significant benefits for organizations across industries. Here are the key advantages:

1. Faster Time-to-Market

Vlocity’s pre-built industry solutions and workflows drastically reduce implementation time. Businesses can deploy solutions quickly without spending months on customization.

• Example: A telecom company can launch new subscription plans in weeks instead of months.

2. Enhanced Customer Experiences

With industry-specific data models and omnichannel capabilities, Vlocity enables businesses to deliver personalized and seamless customer experiences.

• Customers receive consistent support across channels.
• Personalized product recommendations increase customer satisfaction.

3. Improved Operational Efficiency

Pre-configured workflows and automation tools reduce manual effort and streamline operations, leading to higher efficiency and productivity.

• Sales teams can generate quotes faster using CPQ tools.
• Claims processing in insurance is streamlined with automated workflows.

4. Scalability and Flexibility

Vlocity’s cloud-native design allows businesses to scale their operations effortlessly as they grow. Its modular structure ensures flexibility in adopting new features or processes.

• Add new product lines without re-engineering the system.
• Expand operations to new regions with minimal effort.

5. Cost Savings

By reducing the need for extensive customization and manual workflows, Vlocity lowers development and operational costs.

• Pre-built data models eliminate the cost of building from scratch.
• Automation reduces reliance on manual processes.

6. Integration with Ecosystems

Vlocity’s seamless integration with Salesforce and other third-party systems ensures a unified ecosystem for managing customer relationships, operations, and analytics.

• Sync customer data across Salesforce clouds for a 360-degree view.
• Integrate with external systems like ERP or billing platforms.

7. Compliance with Industry Standards

Vlocity solutions are designed to comply with industry regulations and standards, reducing the risk of non-compliance.

• Healthcare: HIPAA compliance for patient data.
• Telecom: Adherence to regulatory requirements for data privacy.

Industries Benefiting from Salesforce Vlocity

1. Telecommunications: Simplifies subscriber management, billing, and service delivery.
2. Healthcare: Supports patient engagement, care coordination, and provider management.
3. Insurance: Streamlines policy administration, claims processing, and underwriting.
4. Financial Services: Enhances customer onboarding, loan management, and wealth management.
5. Energy and Utilities: Improves asset management, service delivery, and customer engagement.

Use Cases of Salesforce Vlocity

1. Telecom Customer Onboarding

• Vlocity simplifies onboarding by automating tasks like KYC verification and subscription setup.
• Result: Faster activation and improved customer satisfaction.

2. Insurance Claims Processing

• Automates claims validation and approval workflows, reducing processing time from weeks to days.
• Result: Enhanced customer trust and loyalty.

3. Healthcare Patient Engagement

• Enables healthcare providers to deliver personalized care plans and monitor patient outcomes.
• Result: Better health outcomes and increased patient satisfaction.

Conclusion

Salesforce Vlocity is a game-changer for businesses looking to implement industry-specific solutions with minimal effort. Its pre-built data models, guided workflows, and seamless integration with Salesforce core services make it an ideal choice for organizations aiming to enhance customer experiences, streamline operations, and drive innovation.

By leveraging the features and benefits of Salesforce Vlocity, businesses can achieve faster time-to-market, improved efficiency, and greater scalability. Whether you’re in telecommunications, healthcare, insurance, or another vertical, Vlocity provides the tools you need to stay competitive in today’s dynamic market.