Communications: The Next Generation Front Office

Andy Baer Mark Woodward Sunil Prashara SVP Industry Solutions Principal Sales Engineer Director Sales Telecommunications Telecommunications Vodafone Salesforce.com Salesforce.com

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The Next Phase of Telco

Billions of Calls

Terminal

Millions of Calls

LTE

Cloud

Social . Mobile . Community . Connected

Trillions of Transactions

Customers Want …

Simple & Easy Value-Add

WFM

Billing 1 Billing 1 Billing

Systems

Order Mgt Order Mgt Order Mgt Systems

Trouble Ticketing

WFM

Activity Management

Knowledge Base

Offer Engine

Activation

.COM Knowledge

Base

Installation Tools

Activity Management

Leads

Order Rework Team

Order Rekey Team

Orders

Order Rework Team

Field Techs

Direct Sales

.COM Product Catalog

Activation

POS

Retail

Contract Inventory

Self Service .COM

Call Center Agent

The Disconnected Front Office

The Next-Gen Front Office

Customer as an Individual

Proactive and Predictive Right Message/Offer/ Value for Each Segment/Industry

Seamless Across Channels Simple, Intuitive Agent Experience

Always Have Customer Context Create Value & Insights

for the Customer

Promote Collaboration

Focus on Online & Mobile Self-Care

Financial Services Banking

Wealth Mgmt Insurance

Comms / Media Communications

Media

Auto / MFG OEMs

Dealers Suppliers

Retail / CP Retail & Fashion

Consumer Packaged Goods

Public Sector Federal

State/Local

Healthcare Payers / Providers

Pharma Med Device

Industries 6 overall IBU ���

FY15���Focus

Key Account Support Solution Development Industry

Leadership/POV

From Products to Solutions

An industry solution is designed to… • Talk to the customer in their terms • Address the customer challenge • Craft a strategic opportunity to address the challenge • Be proven based on past deployments • Provide credibility • Provide baseline assets

What is an Industry Solution?

•  Conversation Starter Presentation •  Customer References •  Discovery Questions •  Business Processes •  Value Model •  Architecture •  Customer Journey Map •  Partner Heatmap •  Demo and Use Cases •  Competitive Insight

• Solution Bill of Materials • Campaign & Event Support • Solution Deal Support

The Next-Gen Front Office

Customer as an Individual

Proactive and Predictive Right Message/Offer/ Value for Each Segment/Industry

Seamless Across Channels Simple, Intuitive Agent Experience

Always Have Customer Context Create Value & Insights

for the Customer

Promote Collaboration

Focus on Online & Mobile Self-Care

Mobile Apps Communities eCare Social Care Self Service .COM

Field Techs Call Centers MDU Direct Sales

Indirect Channel

Salesforce is a Platform of Engagement

Optimized for Transaction Processing Systems of RECORD

Platform of ENGAGEMENT Optimized for Front Office Interactions

Provisioning Billing Serviceability TN Mgt Service Assurance

Product Master

WFM

Order Mgt

Retail

Salesforce Communications Solutions

Connected Customer

•  Productivity

•  Order Accuracy

•  Collaboration

•  Unified Process

Subscriber Ordering and Service B2B Sales and Service

•  Create automated event-based treatments

•  1:1 experience across all channels

Consider Your Environment

Work on Your Customer’s Timeline

Add Intelligence Along with Scale

Add Intelligence Along with Scale

Add Intelligence Along with Scale

Add Intelligence Along with Scale

Listen . . . REALLY Listen

Connected Customer Demonstration

Enquiry Console

Tablet – Direct / In Store

Predictive Intelligence

Next Best Action

Web Store Community Email Social Mobile Product Stadium

Connected Customer / Omni-Channel

Subscriber Ordering Demonstration

Communications Solution: Subscriber Ordering and Service

Single Agent and Employee Portal Across Ordering, Billing, and Troubles

Mobile Web Social Resellers

Communications Operators Have Achieved 31% Higher Customer Retention and 28% Increased Cross-Selling with salesforce.com

Agent Productivity

Call Handling Times & FCR

Training & Ramp-Up

Order Error/Fallout Rate

Customer Satisfaction/NPS

Call Deflection/Lower Cost to Serve

Channel Maintenance Cost

Order Rekey/Fallout Rate

1 Seamless Service Experience in Unassisted & Alternate Channels 2

All about Vodafone

Vodafone provides a range of mobile telecommunications services, including voice and data communications. The company has equity interests and partner networks in nearly 30 countries with most of its mobile subsidiaries operating principally under the brand name Vodafone.

  1 Vodafone programme to deliver a unified sales method

  Change from transactional model to executive engagement

  Global transformation drove the need for a single tool

Sunil Prashara Sales Operations & Channel Director Vodafone Global Enterprise

Communications Asset Strategy

Customer Examples

Customer Journey

Maps

TMForum Mapping Architecture

BSS Integration Patterns

Transforming the Communications Customer Experience

The Next-Gen Front Office

Simple, Easy, Value-Add, Delight, Differentiate, Individual

Key Takeaways

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Questions