The rapid development of artificial intelligence (AI) technology is now reaching the Small and Medium Enterprise (SME) sector in Indonesia. Salesforce, a global provider of Customer Relationship Management (CRM) solutions, has officially introduced Agentic AI technology into the Salesforce Suites product line. This step was taken to support the operational efficiency of SMEs, which are often constrained by resource limitations.
Salesforce data notes a significant market potential in Indonesia with tens of thousands of small and medium business players. By integrating AI capabilities directly into the platform at no additional cost, businesses can now automate routine tasks such as email management, data summaries, and customer activity monitoring. This allows internal teams to focus on high-value strategic activities.
Vernon Cheo, Head of Emerging Small and Medium Business at Salesforce ASEAN, stated that this innovation is designed to give SMEs a competitive advantage similar to large enterprises. The use of Agentforce 360 enables the integration of customer data with high security, where data privacy remains fully under the company's control without involving third parties.
In addition to automation features, Salesforce also introduced Slack CRM. This innovation allows teams to manage customer relationships, track leads, and update deals directly through conversations within the Slack application. With this approach, growing companies can start adopting digital technology gradually, flexibly, and scalably according to dynamic local market needs.
