In a world where interactions with clients multiply through channels, moments and formats, the great challenge is no longer just to communicate, but to centralize and give meaning to all these communications. Customer trust is not only built through the message, but also through the consistency, traceability and legal backing of each interaction.
And this is where technology can make a strategic difference. The key is not to manage more channels, but to integrate them into the same customer relationship ecosystem. An ecosystem where communications – from the most informal to the most sensitive and certified – are unified, accessible and traceable.
Salesforce becomes that central hub, the place where all customer information lives and from where all touch points can be coordinated. By incorporating a Qualified Trusted Service Provider (QTSP) within Salesforce, it is possible to integrate processes with legal value such as certified notifications, electronic signatures o identity verifications, without leaving the environment in which sales, service or marketing teams already work.
This not only ensures a single, complete view of each customer, but also enhances the legal security of transactions. Because when an important communication – such as a contractual modification or a non-payment – is certified, traced and linked to the customer’s history, the business gains in transparency, confidence and responsiveness.
Moreover, this integration takes on a new dimension when combined with Agentforce, Salesforce’s automation and intelligence layer. Thanks to it, digital autonomous agents can make decisions and execute actions in real time, including sending certified communications under certain customer or process conditions. This makes it possible, for example, to automatically escalate to a legally binding notification if no response has been received within a certain timeframe, or to launch an electronic signature at a contractual milestone.
Information is no longer dispersed: it becomes structured, activatable and legally valid knowledge.
Integrating certified communications into the Salesforce ecosystem is not just a matter of operational efficiency. It is a strategic decision that enhances the customer experience, legally protects the business and enables growth with confidence.
👇 Do you want to know how to make it possible?
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