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Sales, Service & Marketing erfolgreich vernetzen. Kundenerfahrungen optimal gestalten.
WEBINAR 27.03.2015
2
• Introduction & logistics • Introduction Nefos • Introduction Webinar topic • Demonstration • Questions & Answers • Next Steps
AGENDA
Awards Platinum Cloud Alliance Partner in D-A-CH
Integration Award for exceptional Salesforce-SAP integration at CWS-boco
Salesforce AppExchange Partner
Alliances
Company Profile
• Focused on Salesforce and associated solutions from the Salesforce partner eco-system
• Capabilities to deliver the most challenging and complex Salesforce projects including bespoke development
• Provides services to deliver Salesforce projects end-to-end, including value proposition, transformation blueprint and design, Cloud configuration,legacy system integration and data migration, user training, communication, project management and global roll-out and ongoing support
Nefos employs 40 consultants
Posi/oning Offices
Transforma4on of Customer/Partner Experience
Strategy & Business Value Plan
Cloud Design and Implementa4on
Integra4on and Migra4on Design and Implementa4on
Enhancement Design and Implementa4on
End-‐User Training
&
Roll-‐Out
Project Management
Service Portfolio
Support
• Nefos Rapid Integration Template Approach (RITA)
• Fast & reliable integration of Salesforce & SAP
Integration is a Nefos core competence
Specially designed for iPad & iPhone
Nefos Mobile • Salesforce App for Offline • PlaMorm for custom solu4ons
Mobiles solutions are a Nefos core competence
8
Sales & Service Cloud Integration with Marketing Cloud
• Standard integration allows this data to be synched to Marketing Cloud at regular intervals • Selection of Salesforce objects related to Person Accounts, Contacts, Leads in Sales Cloud can
be associated to a template and scheduled for sending through Marketing Cloud. • Key click parameters are passed back to Sales Cloud to show key campaign information from
Marketing Cloud campaigns for reporting. ü CRM platform is extended with robust marketing automation and multi-channel marketing
capabilities. • Tight integration to listening activities in Social Studio allows team to create respective records in
Sales Cloud e.g. support case initiated from a Tweet. ü Allow a structured and professional social media presence extended with core CRM enterprise
functionality.
The Customer Gap
Your Company
Service Agents
Salespeople Marketers
Customers
77% of customers are not engaged with companies
Not engaged with:
Your mobile apps Your communities Your employees
Connect with your customers in a whole new way Become a Customer Company
Sales Service
Marketing
Community Apps
Analytics
Social Customer Service KLM liefert seinen Kundenservice mit Social Studio und Service Cloud • KLM Kundenservice ist in 7 Sprachen, 7 Tage die Woche, 24 Stunden am
Tag erreichbar • KLM hat eine Social Media Profile Datenbank von 3 Millionen Kontakten
aufgebaut • KLM wird 25.000 pro woche erwähnt, was zu knapp 2.500 Konversationen
und 1.300 erzeugten Service Cases führt • Die häufigsten Themen sind das Flying Blue Loyalty Program, sowie Fragen
zu Buchungen, Gepäck, Check-In
Resultate: • Signifikante Kosteneinsparungen im Customer Service, effektivere
Kampagnen und mehr Proaktivität in der Problembehandlung