Increase Contact Center Performance with Google
Search and Salesforce Service CloudSeptember 23, 2014
facebook.com/perficient https://twitter.com/PRFTSalesforcelinkedin.com/company/perficient
Speakers
Tim GrahamNational Alliance Manager - Google
Perficient
Rob CocksHead of Enterprise Search
Brendan CallumServices Cloud & Communities Architect
Perficient
Agenda
• Value of Enterprise Search Solutions
• Metrics that Matter for Service Centers
o Achieving Success with Search
Rob Cocks
Head of Enterprise Search
• GSA Solution Case Study
• Selection Process & Goals
• Implementation Roadmap
• Business Value & ROI
Tim Graham
National Alliance Manager - Google
Perficient
• GSA & Salesforce.com Solution Demo Brendan Callum
Services Cloud & Communities Architect
Perficient
• Founded in 1997
• Public, NASDAQ: PRFT
• Major market locations throughout North
America
• Global delivery centers in China, Europe and
India
• >2,200 colleagues
• Dedicated solution practices
• ~90% repeat business rate
• Alliance partnerships with major technology
vendors
• Multiple vendor/industry technology and
growth awards
Perficient Profile
BUSINESS SOLUTIONS
Business Intelligence
Business Process Management
Customer Experience and CRM
Enterprise Performance Management
Enterprise Resource Planning
Experience Design (XD)
Management Consulting
TECHNOLOGY SOLUTIONS
Business Integration/SOA
Cloud Services
Commerce
Content Management
Custom Application Development
Education
Information Management
Mobile Platforms
Platform Integration
Portal & Social
Our Solutions Expertise
• More than 450 customers │Completed ~3,000 Salesforce engagements
• Expertise: Sales and Service Clouds, Chatter, Portals, Communities,
Mobile and Custom Development on Salesforce Platforms
• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail
• ~ 80 certified consultants │ ~ 180 multiple certifications
• One of the highest Salesforce.com customer satisfaction ratings: 9.4
out of 10!
Salesforce Practice
Google Practice
Service Offerings
• Enterprise Search Assessments
• Search Optimizations
• Deployment Roadmaps
• Installation & Setup Architecture
• Architecture Design
• 10+ Prebuilt & Custom Connectors
• Advanced Security
• UI Customization
• GSA upgrades and migrations
• Training
Practice Snapshot
• Enterprise Premier Partner since 2008
• 2x North America Search Partner of the year
2012 & 2013
• 150+ client engagements
• 25+ Fortune 500 Clients
• Nationwide team
• 5 Google Search Certified practitioners
• 10+ Connectors
• Search thought leadership blog
Google Solutions:
Searching Enterprise Systems
Search Across Information
Silos
Google Search Appliance connects
enterprise systems
Find any kind of data—CRM, defects, bugs,
knowledge base —without training or
expertise
Find Experts
Finding experts using Google
Search Appliance expert search
functionality
Google Search for Work Value Map -
Manufacturing
Operational EfficiencyGovernance Risk &
Compliance Customer Reach
Google Confidential and Proprietary
HR, Corporate Comms and IT
Partner Extranet
Manufacturing
Change
Management
Legal Assessment
Patent Management
Product Planning
and Marketing
RoHS/WEEE
Training
Website Search
eCommerce
Sales Operations
Planning
Customer
Self-Service
Field
Maintenance
Contracts
Support Call CenterR&D Design Process
Direct
Procurement
Defect Tracking
Tech Sales
Collateral
Information Protection Client
Case Study
Project Goals/Business Drivers
• Eliminate Multiple Repository Searches
Support engineers (SE) must perform independent searches on differing repositories/tools, often times not finding any information at all
• Eliminate Redundant Custom Search Solutions
Unsustainable and redundant custom search solutions exist, creating productivity loss and offering no economies of scale
• Reduce Inefficiency
With 3000+ support engineers employed globally, poor toolsets multiply inefficiencies
• Increase collaboration
Support and engineering teams collaborate through improved visibility
• Improve Integration
Quickly integrate M&A systems into SE processes and postpone consolidation
• Increase Productivity
Increased individual productivity via access to a single interface with a standard search language and toolset
Customer Experience and Employee Engagement are
impacted by the inefficiencies to find needed knowledge to
service customer support cases.
Finding the Right Solution
• Align with enterprise goals - COE, app rationalization
• Decrease time to resolve support cases
• Embed into existing platform/process
• Unify multiple repositories
• Provide flexibility support engineer (SE) roles and for other domains
• Ensure quality of the platform in 3 areas:
• Relevancy
• Thoroughness
• Speed of search ✓ Engaged 3 product vendors
✓ Requirements-based evaluation
✓ Solution Prototype
Project Roadmap
• Things to Consider
– Phased? All at once approach?
– User Interface
– Content Sources
– Security
– Architecture
Integrated Salesforce Solution
Unified Search with Google Search Appliance
Key Benefits
Improved SE Productivity
Faster access to more relevant knowledge using one tool vs. four
Improved Customer
ExperienceFaster case resolution
Improved Employee
MoraleRemoved search frustration and eliminated rework
Little Change Management
Easy-to-use means little to no training required and adoption rate is high
Established Single Search
platform
Met needs and efficiencies supported by a dedicated search development team
Project Testimonials
Unified Search with Google Search Appliance
IT ROCKS! I love the new
search!
- Support Engineer 2 -
…Unified search… It finds EVERYTHING!
- Sr. Support Engineer -
Additional feedback from talking to some engineers -
they all love it…even my go-to grumpy
cynics gave a thumbs up which is huge :)
- Executive Sponsor -
GSA does indeed index text within our PDF documents.
And while the results are still not 100%, this is HUGE.
- Support Engineer 1 -
Servicing Your Customers
Salesforce & GSA
Solution Demonstration
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