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SalesForce Knowledge: The Power of the Right Answer
Frédéric Ghirardi, Orange GroupTy Patterson, WachoviaChet Chauhan, salesforce.com
Track: Service & Support Executives
Salesforce.com Acquired InStranet in Aug’08Technology Leader for CSS Knowledge Management
Industry-leading Knowledge Base
Proven Choice for 350,000 Global Agents
Game-Changing Technology
acquired:
Salesforce Knowledge Delivers A New Model For Success
Dimensions Cross-Channel
Knowledge Analytics
Find Just the Answer You Need, and Nothing You Don’t
Consistent knowledge across all service & sales channels
Find the knowledge gaps and track usage
Time to SuccessRapid deployment and adapt quickly as business changes
First call resolution
Self-service deflection
Call handling time
Frédéric GhirardiDirector of Group Customer Service
Management & E-Care Support
Our Vision : From product, process or channel specific CRM to customer centric CRM
Sales Sales forces
automation (SFA)
Lead & opportunity management
Guided Selling
Contact management Contact history
Direct sales Indirect sales
Web IVR, Wap SMS, MMS USSD, ...
Interaction management
Call center
Customer
Point of sale Self service Phone Mail E-mail
Multi channel management
Predictive models
Predictive models
Customer analysis
Customer analysis
CustomerSegmentsCustomerSegments
Campaign management
Decisioning (CRM/A)
Business rules
Next Best Activity & Deal Calculator
P
rod
uc
t
Referentia
ls
Cu
sto
me
r3
60
° v
iew
O
rga
niz
ati
on
Order Support Order
capture and validation
Order follow up and delivery control
Trouble ticketing (cust. view)
Complaints Information
(invoice) Problem
follow up
Pre
sent
atio
nIn
terf
ace
5 countries Deployed With Salesforce Knowledge Today
Development Phase 2
Orange UK
Orange Romania
Orange Switzerland
Orange France
Mobistar (Belgium)
Orange Poland
Orange Spain
ProductionEvaluation
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All Support, Sales and Product Content Accessed Using Salesforce Knowledge
Devices Support documentation Marketing / Sales
Datasheets –Handset–Box–Business cards–Accessories–Home phone
BugsFirmwaresUser guide, manuals
Hints & tips
How to
Diagnostics, Scripts
Procedures
Offers
Products
Services
• Each subsidiary manages the same kind of content locally
• Huge opportunity to share not only Salesforce Knowledge but also the content across subsidiaries
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