A Brief Guide to Salesforce in the UAE

Publish date:

• 16th January, 2026

Discover the Power of Salesforce in the UAE – and How Codleo Can Help You Leverage the World’s Leading CRM Platform

The UAE has some of the savviest customers in the world. 

Customer Priorities Are Changing in the UAE

According to recent industry research, 78% of customers in the UAE have recently re-evaluated their priorities. The main factors influencing this shift are the rising cost of living (75%) and rapid technological advancements (56%).

New customer priorities allow innovative businesses to offer new forms of value.

Whether you are new to Salesforce or want to learn more about this powerful CRM, you are in the right place.

What is Salesforce? 

Salesforce helps businesses find new customers, close more sales, and provide excellent service to keep customers happy. 

If your company is having trouble using customer data effectively, it might be because the information is stored separately or is hard to access. Our Customer Relationship Management (CRM) platform provides a single place for teams to store, track, and manage customer information. Since everything is stored in the cloud, teams can work together from anywhere with an internet connection.

Salesforce provides a complete view of customers. All teams—marketing, sales, commerce, service, and IT—can now access the same customer information, thanks to AI and real-time data that can be acted on.

No more silos. No more missed opportunities. 

Salesforce uses the powerful combination of CRM, AI, data, and trust to deliver success for customers like you. 

To get value from your customer data, you need to connect data from different systems and organize it into something useful. Most importantly, use this information to benefit your customer.

What can you do with Salesforce?

Salesforce helps you adjust to changes in customer habits and preferences.

Even if customer priorities change due to higher living costs or new technology, you can understand how this impacts your company. Recognizing these changes is the first step to figuring out how to respond.

When your customer information, such as tech support chats, recent purchases, and website behavior, flows smoothly through your company in real time, it opens up new opportunities.

You can expect: 

• Your marketing team can better understand customers, tailor their offerings, and build strong relationships. Marketing teams that use Salesforce see an average 33% increase in customer engagement and a 22% reduction in customer acquisition costs.

• Help your sales team engage buyers better, boost seller productivity, close deals faster, and increase revenue. On average, our customers save up to 32% in costs, see a 30% rise in sales productivity, and experience a 30% increase in win rates after using Sales Cloud.

• Your commerce team provides a complete experience for today’s shoppers, retailers, and B2B companies. Customers using Commerce Cloud experience a 27% reduction in order placement costs and a 28% increase in online revenue.

• Your service team helps improve customer satisfaction and efficiency while reducing support costs. With Service Cloud, Salesforce customers save an average of 20% on these expenses.

• Your IT team can boost productivity by automating processes that enhance scale, transparency, and security. With Salesforce, organizations see a 19% reduction in IT costs.

Connecting with your customers in better ways creates new opportunities for you, your teams, and your whole company. 

What is CRM + AI + Data + Trust?

Salesforce helps you succeed by combining customer relationship management (CRM), artificial intelligence (AI), data, and trust.

• A CRM keeps customer information in the cloud and helps you track and manage it.

• Salesforce AI offers customizable, predictive tools that can be easily tailored for any user, industry, or workflow. It also provides conversational AI to support a wide range of needs in a trusted way.

• Data Cloud creates and manages complex automations using simple point-and-click features.

• Customers need to trust how their data is used. 

Salesforce AI is built on the Einstein 1 Platform, which includes the Einstein Trust Layer. This set of features protects your data's privacy and security. It also improves the safety and accuracy of AI results and encourages responsible AI use. You can trust that your customer data is managed with care and integrity.

What Does Salesforce Do? | Focus on the Middle East

If you’re reading this, you likely know about Salesforce. You may have heard that Salesforce is working with Amazon Web Services (AWS) to provide our apps and services to highly regulated businesses in the UAE through the public cloud.

Knowing about Salesforce and understanding what it does are not the same. We assist many businesses in various ways.

Salesforce for beginners

Salesforce started, like many great companies, like many great companies. Founder Marc Benioff began his dream of creating a top internet company for sales force automation from a rented one-bedroom apartment in San Francisco.

Salesforce helps over 150,000 organizations worldwide. They break down departmental barriers and provide a complete view of their customers.

It doesn't matter if you work in marketing, sales, customer service, or IT. Every employee needs to see the customer in the same way—no matter how they interact with your brand. You can do this using one trusted platform: Einstein 1.

So, why is it essential to have a complete view of your customers? Here are some benefits:

• Better customer relationships across all channels

• Faster issue resolution, no matter how complex

• Easier personalisation across customer engagements

• Maximised high-value interactions anywhere, every time

Who can use Salesforce?

Salesforce provides your organization with the tools and insights every department needs to create stronger, more personalized, and caring relationships with customers.

With up-to-date customer and business insights, you can better meet changing customer needs. You can also improve interactions with AI-powered assistance and more.

Here’s how each department can benefit from Salesforce:

• Marketing can create messages that are tailored to specific people at the right time and through the best channels. This approach helps improve lead generation, customer acquisition, and upselling opportunities.

• Sales teams can spend less time entering data and focus more on engaging with customers. They can achieve this by using precise, repeatable workflows driven by data.

• Commerce can create smooth experiences that increase revenue, engage customers, and connect with the entire business.

• Service can provide the connected, personalized interactions customers want across any channel, with help from automation and AI chatbots.

• IT can create modern apps that meet the needs of employees, partners, and customers. It can boost productivity by automating essential processes. IT solutions also improve scale, transparency, and security.

Regional Overview: The Connected Customer in the UAE

Salesforce must recognize how the pandemic has changed digital engagement. As physical stores closed and remote work became normal, many people turned to digital solutions to stay connected and get things done.

As people spend more time online each day, e-commerce has increased.

In the UAE, 73% of consumers say they shop online more than they did before the pandemic. Additionally, customers and business buyers in the UAE are using new channels to interact with brands on their own terms.

• 88% are using online self-service portals

• 75% are using online knowledge bases

• 87% are using online chat and support services

• 93% are using dedicated mobile apps

So why do all the customers love Salesforce?

Customer expectations have changed significantly over the past 20 years due to the digital age.

Customer experience is now a key factor that sets businesses apart. In the UAE, 87% of consumers say that experience is just as necessary as the products and services they buy.

To build customer trust and loyalty, you need to know what they want, when, and where they expect it. However, this is often difficult without the right tools and insights for the right people.

Break down your outdated barriers and give everyone access to a complete view of the customer. Use the latest data analysis and automation technologies to enhance this understanding.

Salesforce creates tools and solutions for customer relationship management (CRM) for organizations of all sizes.

The Salesforce Economy in the United Arab Emirates

Digital transformation is a significant global focus, especially amid the COVID-19 pandemic. The UAE is planning to prioritize this now and in the future. This effort will continue for many years, and the Salesforce ecosystem can help and benefit from it. But what exactly is the Salesforce ecosystem?

The Salesforce Economic Impact Model

The Salesforce ecosystem centers around Salesforce itself. Many companies and products support our services, including both customers and partners. There are many apps and consultants, both official and unofficial, that help make the Salesforce ecosystem run smoothly.

International Data Corporation (IDC) has created the Salesforce Economic Impact Model. Their report, "The Salesforce Economic Impact: 4.2 Million New Jobs, $1.2 Trillion of New Business Revenues from 2019 to 2024," shows the economic impact of the Salesforce ecosystem, creating jobs and generating revenue.

According to IDC's CloudView survey, which included 5,740 cloud computing users from 32 countries, the report titled "The Salesforce Economy in the United Arab Emirates" will be of great interest to our partners and customers looking to sell in the Middle East.

The economic benefits of cloud computing

Cloud computing is growing rapidly. By the end of 2024, global spending on public cloud computing is expected to increase by 19%, reaching $418 billion. In the Middle East, this growth is even bigger.

• Cloud computing will grow by 27% from 2018 to 2024, reaching $778 million.

• Spending on non-cloud software is expected to drop by 2% during the same time period.

• Salesforce and its ecosystem are expected to create 11,180 jobs and generate $2.6 billion in new business revenue during that time.

• Customers who use cloud computing subscriptions often buy additional products and services. In 2019, the Salesforce ecosystem in South Africa was 4.5 times larger than Salesforce itself. By 2024, it is expected to grow to more than 6.5 times its size.

Utilizing cloud technology for business growth.

Cloud software benefits businesses of all sizes by improving customer service and allowing IT teams to focus more on innovation. The IDC addendum explicitly highlights these benefits in the UAE, suggesting a promising future.

The Compound Annual Growth Rate (CAGR) is expected to grow by 27% from 2018 to 2024. In 2019, cloud software accounted for 18% of all software sales, indicating significant potential for further growth.

It is excellent news for Salesforce and its community. The expected growth will create 11,180 direct jobs and 18,700 indirect jobs in supply and distribution for our customers.

New Salesforce customers often need additional products and services alongside their subscription. It creates more sales opportunities for our partners and service providers.

In 2019, for every dollar Salesforce earned from sales in the Middle East, the surrounding ecosystem generated $4.49. This amount is expected to rise to $4.93 in 2020 and to $6.58 in 2024.

Digital transformation is key.

In today's uncertain economy, businesses need to focus on digital innovation. Cloud computing is growing much faster than other IT areas, so demand will increase as companies find new ways to work effectively in this new environment.

Cloud software helps businesses stay flexible, improve customer experiences, and develop new products and services. The Salesforce economy in the Middle East supports both new users and the service or product providers connected to Salesforce.

Codleo: Your Trusted Salesforce Partner in the UAE

To successfully implement Salesforce in the UAE, it's essential to have a local expert partner. Codleo is a leading Salesforce consulting and implementation partner in the UAE. They help businesses of all sizes make the most of Salesforce, the world's top CRM platform.

Codleo helps companies in the UAE to:

• Implement Salesforce solutions that fit your business, including Sales Cloud, Service Cloud, Marketing Cloud, and Commerce Cloud.

• Integrate Salesforce with your current systems to keep workflows smooth, customer data in one place, and insights up to date.

• Move and manage your data safely in the cloud while staying compliant with local rules.

• Adjust Salesforce to fit your business processes, helping you work more efficiently and get more done.

Whether you have a growing startup in Dubai or a long-standing business in Abu Dhabi, Codleo can help you understand your customers and support your digital transformation.

How Codleo Helps UAE Businesses Leverage Salesforce

Salesforce offers many strong tools, but to use them effectively, you need a partner who knows your market. Codleo helps businesses across the UAE in various departments.

Marketing:

• Deliver personalized campaigns using Salesforce Marketing Cloud.

• Gain insights into customer preferences and engagement trends in the UAE market.

• Improve lead generation, customer acquisition, and upselling opportunities.

Sales:

• Streamline sales processes with Sales Cloud.

• Reduce manual data entry and focus on building relationships.

• Increase sales productivity, win rates, and revenue.

Commerce:

• Enhance B2B and B2C experiences with Salesforce Commerce Cloud.

• Optimize online store performance and improve customer satisfaction.

Customer Service:

• Give your customers personalized support by using Service Cloud to keep everything connected.

• Use AI chatbots and automation to respond more quickly and reduce support costs.

IT & Data Management:

• Automate your processes, keep things transparent, and protect your data.

• Help your teams work from anywhere and collaborate easily with cloud solutions.

Codleo’s consultants ensure your Salesforce setup aligns with your UAE business goals, so you can stay ahead of the competition and meet your customers’ needs in today’s digital world.

Why UAE Companies Choose Codleo

UAE businesses choose Codleo because of its:

• Local UAE expertise combined with global Salesforce knowledge.

• Certified consultants who provide end-to-end support.

• Proven track record of driving ROI, boosting productivity, and enhancing customer experience.

• Tailored solutions for companies of all sizes—from startups to large enterprises.

With Codleo, you can break down departmental silos, gain a 360-degree view of your customers, and leverage data and AI to make smarter decisions.

Conclusion

The UAE market is changing quickly, and customers expect more than ever before. To keep up, businesses must understand their customers, improve how they work, and keep finding new ways to grow. Salesforce offers the tools to help, and having the right partner makes all the difference.

Codleo is your trusted Salesforce partner in the UAE. We offer tailored solutions, expert advice, and full support to help your business succeed in the digital world. Whether you are new to Salesforce or looking to improve your current setup, Codleo enables you to get the most out of Salesforce.

Start transforming your business today with Codleo and Salesforce in the UAE.