Having options when it comes to how you interact with your constituents, prospective students, partners, team members, etc. is essential. However, sometimes you need a little clarity on what is the best route and why. When it comes to the Salesforce ecosystem and the expansive list of options they’ve created for their clients, we’re here to help. In this post we’re focused on Commerce Cloud and Experience Cloud (formerly Community Cloud). What’s the difference and which may be right for your team?
Commerce Cloud (B2B and B2C)
At a high level, Salesforce Commerce Cloud is a robust solution focused on the buying experience. Various industry leading technologies built and powered by Salesforce like Einstein, Order Management, Customer 360 and Salesforce CMS (content management system) make up this comprehensive package that aims to increase customer volume as well as scale the platform
based on real-time purchasing needs to increase conversion rates. Not only is the customer experience captured and guided using predictive analytics, behavior tracking, artificial intelligence and more, but the purchasing experience is also supported with an native integration that provides insight on the health of an order from payment processing to fulfillment. This is the Mercedes of cloud-based commerce management.
When an education institution might consider Commerce Cloud
Education teams may need to consistently provide content to a vast range of constituents. Depending on the team and resources available, content, data needs and more, Commerce Cloud can be a strong consideration if out of the box capabilities like page and form templates or pre built drag and drop options are a necessity. If there isn’t a need for a custom built solution that harbors a specific type of interaction and engagement, then this integrated platform may make more financial sense.
When a nonprofit organization might consider Commerce Cloud
Commerce Cloud may be the right solution for nonprofits that depend on or require digital constituent engagement. Use cases can include organizations that require online orders for services or products, offer data and resources in exchange for membership, manage facilities like warehouses and donation centers, or pull in data and information from various channels into one environment to better serve the viewer. Perhaps the organization’s main revenue stream stems from events or memberships and by making the process of purchasing tickets or gaining access easier for donors, the organization will likely increase conversion rates. If conversion-based interaction is key to the health of the organization and those it serves, Commerce Cloud could be the best solution.
Experience Cloud (Formerly Community Cloud)
Experience Cloud is natively built to help teams in various industries create an environment, or community, focused on engagement and collaboration. This solution hones in on customer, partner, employee and/or team member collaboration by creating a social platform and digital experience using sites, portals and forums. The backend capability of Experience Cloud allows the client to utilize the information provided to resolve constituent requests, update partners based on their service or product’s performance, organize data to create information libraries for site visitors, keep team members up to date on constituent needs or activity, and so much more.
While Experience Cloud is natively less transaction focused, it’s still action focused. Think more along the lines of creating a forum, accessing data, submitting a request to your IT department, contacting customer support, or registering for a program. However, Experience Cloud can focus on engagement in addition to commerce. Partner Community license (vs. the community or customer community plus license) allow for the inclusion of sales or transaction scenarios.
When an education institution might consider Experience Cloud
Organizing the right information for the right audience can be a huge undertaking when you’re a university with thousands of students, faculty and staff. What Experience Cloud can do is create communities for the appropriate audience that enables peer-to-peer interaction, self service capabilities, constituent contributions and more which can streamline and shorten the resolution process. Once the environment is created and utilized, the data gathered from those interactions can tell an institution where information gaps exist and how processes and procedures need to change.
When a nonprofit organization might consider Experience Cloud
Experience Cloud creates the ability for nonprofits to construct one or multiple environments for donors, volunteers, constituents and/or partners to exchange information, track progress, create campaigns and events, or even manage schedules, teams and program participation. Perhaps an organization wants to create a portal where members can join for free and receive a real-time look at purposeful information like where affordable housing might be available, what food banks have in stock, where job openings are located, etc. The information is updated by vetted volunteers and partners and based on user input, the organization has real-time insight into what information is frequently accessed, needed, updated, etc. The participant information can also provide invaluable data to all parties involved so they may track trends, make recommendations, focus on specific geographic areas, and more.
The Elevation Solutions team is here to support organizations looking for the right Salesforce solution. Reach out to a member of our team, complete our online contact form, or email us at firstname.lastname@example.org.