ICT Directory

About Us

Salesforce is the #1 AI CRM, helping companies become Agentic Enterprises—a new model of work where humans and AI agents drive customer success together. In an Agentic Enterprise, employees are empowered by AI coworkers who handle routine tasks, provide real-time insights, and help every team work smarter and faster.

Salesforce helps businesses of every size and industry connect data, AI, and Customer 360 applications on a foundation of trust and governance. This ensures that every decision, process, and interaction happens with the right signals, context, access, and safeguards. By bringing data and AI together with business applications, Salesforce enables organizations to orchestrate humans and agents working seamlessly—powering the employee and customer experiences that drive growth and loyalty.

Grounded in our values of trust, customer success, innovation, equality, and sustainability, Salesforce elevates human performance, accelerates decisions, and deepens relationships—empowering every employee to achieve more, move faster, and operate with greater efficiency.

Companies want to use AI to elevate their people, drive productivity, and improve customer relationships. But there’s a lot of complexity around how to incorporate AI into their business and how to trust AI to interact with customer. Salesforce brings humans together with autonomous agents to drive customer success. Here’s how:

is a team of autonomous agents that work side-by-side with your employees to extend your workforce and serve your customers 24/7. It is a complete AI system that integrates data, AI, automation, and humans to deploy trusted AI agents for concrete business outcomes.

A Customer 360 is a single, unified view of your customer data across sales, service, marketing, commerce, and more that allows agents and employees to take coordinated action with seamless handoffs around every customer in every workflow, all the time.

Data Cloud is a hyperscale data engine built within Salesforce that brings together all of your structured and unstructured data from any source and harmonizes it to create unified customer profiles. These profiles are the trusted data source that powers every agent action, automation, insight, and more across the Salesforce platform.

And finally, the Salesforce Platform allows for anyone to build safely with AI on one integrated, low code platform. We’ve always believed that Salesforce should make the hard things easy, so we provide customers with a wide variety of builders at different skill levels from low code to pro code.

Services Offered

Salesforce offers a broad range of services designed to help organisations transform how they engage customers, manage operations, and innovate using data and AI. Here’s a concise overview grouped by category:

1. Core Cloud Services

These are the foundational Salesforce products—each focused on a specific business function.

Sales Cloud – Streamlines lead management, opportunity tracking, and forecasting.
Service Cloud – Enables omnichannel customer service (phone, chat, email, self-service, bots).
Marketing Cloud – Personalises customer journeys across email, social, and digital channels.
Commerce Cloud – Powers e-commerce experiences (B2C and B2B).
Experience Cloud – Builds customer, partner, or employee portals and communities.
Health Cloud / Financial Services Cloud / Education Cloud / Nonprofit Cloud – Industry-specific versions of Salesforce tailored to sector needs.
Public Sector Solutions (PSS) – Digital case management, licensing, grants, and citizen engagement for government agencies.
 

2. Platform & Integration Services

Salesforce’s underlying platform lets organisations build and connect custom applications.

Salesforce Platform (formerly Force.com) – Custom app development using low-code/no-code tools (Flow, App Builder).
MuleSoft – Integration platform that connects Salesforce with other systems and APIs.
Heroku – Cloud platform for developers to build and run scalable applications.
Tableau – Advanced analytics and data visualisation.
Slack – Collaboration hub for teams integrated directly with Salesforce data.
Einstein 1 Platform – Unified metadata layer enabling AI, automation, and analytics across clouds.

3. AI, Data, and Automation Services

Salesforce integrates AI and data to drive intelligent, automated experiences.

Einstein AI – Predictive insights, recommendations, and generative AI for sales, service, and marketing.

Data Cloud – Real-time customer data platform (CDP) unifying data from all sources.

Flow Automation – End-to-end process automation across departments.

Einstein Copilot – Generative AI assistant embedded across Salesforce apps.

4. Industry & Public Sector Solutions

Tailored solutions for specific industries, including:

Health Cloud / Public Sector Health – Digital patient and citizen engagement, care coordination, and case management.
Public Sector Solutions (PSS) – Licensing, permitting, inspections, grants, case management.
Manufacturing, Education, Financial Services, and Nonprofit Clouds – Pre-built data models, workflows, and compliance frameworks.

5. Implementation & Support Services

To ensure successful deployment and adoption:

Salesforce Professional Services – Strategy, implementation, integration, and adoption support.

Customer Success Plans (Premier, Signature, etc.) – 24/7 support, expert guidance, and proactive health checks.

Partner Ecosystem (AppExchange) – Thousands of certified ISV and consulting partners offering apps and solutions.

6. Trust & Infrastructure

Hyperforce – Salesforce’s modern infrastructure architecture running on public cloud providers for data residency, scalability, and performance.

Security, Compliance & Data Residency Services – Encryption, access controls, and certifications for regulated industries (including government and healthcare).

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