The Salesforce ecosystem is at an all-time high at the moment, and one of the key factors for this growth has been its Salesforce Service Cloud product.
Salesforce Service Cloud growth has been far more aggressive in comparison to Salesforce Sales Cloud in recent years. To be specific, Service Cloud saw a 24% increase in revenue, compares to Sales Clouds 16% growth in revenue last year. Taking these numbers into account, it has been anticipated that it will take close to 2 years for Service Cloud to overtake Sales Cloud.
In recent years, Service Cloud has been keeping up with Sales Cloud and has previously come close to overtaking, however, this time there are multiple reasons why Service Cloud growth will not slow down:
- Cross-Cloud Capabilities – Salesforce is focusing on their cross-cloud processes to help drive Service Cloud
- Salesforce Take-Overs – Salesforce’s recent take-over of CloudCraze will have a positive impact on Sales Cloud
- Small-Medium-Business Focus – For the first time, Service Cloud has a solution for the SMB sector that can grow to any size
To conclude, it is clear that Service Cloud is catching up with Sales Cloud because of many factors, such as marketing automation, customer service automation and less of a focus on Sales Force automation. It will be interesting to watch the two products compete head-to-head over the next couple of years, and I believe – if Service Cloud continue their growth – it will be level with Sales Cloud by the end of 2019.