Will Do.com become Salesforce’s attempt at a social enterprise Case Management tool ?

I read an article today from Techcrunch in which Salesforce’s new baby, Do.com, is building out it’s capabilities with new features and open APIs.

Do.com is a task management service built on the Manymoon technology that Salesforce.com acquired last year. Manymoon coined the term “social productivity,” for the platform environment.

At it’s most basic level it’s simply a task management platform. But…..it could also be a first attempt at handling unstructured work and building out a ‘social’ case management tool. While I dislike tagging on ‘social’ to anything related to BPM in a social enterprise context you can begin to understand that knowledge workers who perform loosely coupled tasks which don’t follow rigid workflow patterns could turn to this tool to handle such work, and given the ‘social productivity’ angle and leveraging Salesforce’s own social enterprise platform tools it could extend their capabilities in the Cloud from simply CRM to encroach Case Management territory.

A couple of years ago they bought out a small BPM player called Informavores and built out their visual process manager for Force.com. It’s not a giant leap of imagination to make a connection (assuming that Benioff does himself, he doesn’t like BPM much given it’s hazy history as a workflow integration layer) and see where this could lead.

And if that’s the case (no pun intended) could Salesforce beat the BPMS vendors to having a real social enterprise enabled case tool before BPM does ?

5 responses to “Will Do.com become Salesforce’s attempt at a social enterprise Case Management tool ?

  1. The thing many organizations will like about this general approach is it’s natural affinity towards customer-facing processes and activities. With salesforce’s legacy being in marketing, selling, and customer service, it would make sense that the task management capability of their offering would encompass those areas and the people delivering work in those areas of the organization.
    I, at least, tend to see a lot more BPM case studies focused on what I’ll call internally-focused. Finance, manufacturing, procurement, HR, etc. I think most small-to-mid-sized organizations that gravitate toward the services like salesforce (Do.com) could benefit greatly from more standardization, task management, case management (or whatever moniker you put on it).

  2. I am a certified SF administrator and have also been the admin for a few other CRM’s like Dynamics and SOHO. I am also in sales and have yet to see the kind of CRM that a sales team buys into completely. This is mainly as they are data driven, structured, and even the reports are just poor charts. An Unstructured CRM would be a delight. I thought Yammer could get there, but alas……..

    Chatter is OK but its again a reporting system based on alerts rather than communication. Odd as it may be for me to say, but a task based social media platform sounds like a nice GUI on an MS Project system.

    It may work, but I still feel that there is another great invention out there waiting to happen in this space – something that treats a sales team as a team, and not a bunch of individuals chasing a personal revenue target

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