Transform your Customer Service

Eileen O’Mara Senior AVP,

Commercial Sales

Achieve customer satisfaction with Service Cloud,

the #1 customer service application

Speakers

• Matt Glover, Change Delivery Manager – IBB

• Xabier Ormazabal, Senior Director & Head of UK

Marketing – Salesforce.com

• Scott Ivell – Principal Sales Engineer

• Simon Kelly – Architect, Service Cloud

Questions: • Questions box in GoToWebinar on the right or

Twitter #servicecloud

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Service Everywhere with the Service

Cloud

Can You Deliver Service at the Speed of Now?

Can your customers

connect with you

anytime, anywhere?

Do your agents have tools

to effectively engage

customers?

Do your managers

have the right data to

make the best

decisions?

The World’s #1 Customer Service

Solution

Agent

Collaboration

Motivate & Perform Social

Deliver Service at the Speed of Now

with Service Cloud

Delight Your Customers

Everywhere

Turn Your Agents into

Superheroes

Help Your Managers Make

Informed Decisions

Phone &

Email Communities

Agent

Console

Knowledge

Base Analytics Mobile Mobile Self-

service

Decrease in Support Costs

35% +37%

Customer Retention

+34%

Faster Case Resolution

Grow Customer Satisfaction Across Every Major Metric

Agent Productivity

+40%

Average Percentage Improvements Reported by Customers

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party,

Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.

+37% Customer

Satisfaction

Power Every Customer Service Interaction

Social

Customer Service

Social

Contact Center

Self-Service

Communities

Service Cloud Powers the Social Contact Center

Improved Agent Productivity Reduced Cost

Higher Customer Satisfaction

Service

Cloud

Console

Analytic

s

Agent

Console

Collaboration

Knowledg

e

Social

Profile

Multi-

Channel

Social Case Management

Workflow

Business Rules

Service Cloud Powers Self-Service Communities

Company and community knowledge Instant help with Live Agent

Self-service Communities Mobile Access

Collaboration

Self-Service

Communities

Knowledg

e

Social

Profile

Partner

Service

Mobile Access

Service Cloud Powers the Social Conversation

Monitor social conversations Integrated with cases and knowledge

Prioritize social influencers and analyze trends

Collaboration

Communities

Social

Monitoring

Knowledg

e

Social

Profile

Multi-

Channel

Sentiment

Monitoring

Matt Glover Change Delivery Manager

Islamic Bank of Britain

Want to Learn More?

Visit our Website or speak with your AE

https://www.salesforce.com/uk/service-cloud/overview/

Upcoming webinars

• Find out more about Salesforce Communities:

– 29th October @ 9.30 a.m. – Introduction to Salesforce Communities

– 31st October @ 3.00 p.m. – Platform Introduction

– 7th November @ 3.00 p.m. – Create your own Ideation Community – series of 6 webcasts

• Find out more & register here:

bit.ly/PlatformSeries

Questions?

Use Chat on gotowebinar

Or Twitter: #servicecloud

@eileenomara @xormazabal @salesforce