FinancialForce Accounting Summer ’12 is launched just in time for the Dreamforce 2012 conference. FinancialForce Accounting has been extended to work with Salesforce Service Cloud (previously it worked with Salesforce Sales Cloud only). This integration is expected to eliminate the proverbial gap between customer service and finance functions and to turn the customer service center (call center) from a cost center to a profit center. Why? Because customer service departments are absorbing ever-more customer interactions, creating the need for a broader, deeper view of customers.
That includes insights on the financial relationship with the customer. FinancialForce.com is doing this to extend the traditional 360° CRM view of customers to encompass a complete financial view of the customer, something the company is calling “financial relationship management (FRM).” Case-to-credit, case-to-invoice, and case-to-project are some resulting integrated scenarios.
Summer ’12 also introduces FinancialForce Community, an online portal and social platform for FinancialForce.com’s growing user and partner community. It is embedded in all FinancialForce applications, allowing users to log cases, find answers, and offer product enhancement ideas directly from within the application. Customers and partners will also be able to easily navigate to FinancialForce Xtra to find documentation, release notes, and the growing catalog of training videos.
TEC article (May 2012): Assessing FinancialForce.com’s Early Years