Upload
salesforce
View
1.808
Download
0
Tags:
Embed Size (px)
Citation preview
Make service easy for your customers & Maximise your agent productivity
Chet Chauhan Vice President Product Management - Service Cloud
Dave Thomson Principal Solution Engineer – Service Cloud
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Safe Harbor
“Customer experience has overtaken price and product as the key brand differentiator.”
Price Product Customer
Experience
#1
Source: Customers 2020 Report
The Future is All About Customer Experience
The Customer Experience Gap
Yesterday’s Customer Service Solutions Your Customers
Not built for mobile Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected customer data
Not built for speed
Deliver the future of customer service. Today. Introducing The New Service Cloud
Personalized service Smarter support Start faster
S1 Mobile Analytics Console Desk1
Service Communities SOS for Apps
Four Pillars of Great Customer Service
Omni-Channel Success
Make it easy: mobile, social, self service, communities
Guide to the best channel
Continue the conversation across channels
Agent Insight and Context
Universal agent desktop
Complete customer history
Consistent cross channel tools and collaboration
Service Intelligence
Predictive tools
Embedded Analytics
Next issue avoidance
Empower Agents
Deliver personalized service
Swarm and collaborate
Gamification
The Future of In-App Support Is Here Embedded SOS button
Embedded SOS button Video Chat Screensharing and Agent Annotations
Self-Service & Community Templates
Mobile: Responsive design to engage on any device
Fast: Brand with drag & drop designer in minutes Connected: to back end customer data for agents to engage in context
Personalized
Smart Agent Console
Easy: Drive agent productivity with new, modern layout
Fast: Find and deliver the right answers faster with a single agent view
Feed-first: Create, manage, and view cases in new Compact Feed to do more with less
The Customer Success Platform Shared services across applications
APIs
2,700+ Partner Apps
Open Ecosystem
Workflow Data & Objects Identity
Fast App Dev & Customization
Analytics Collaboration Mobile UI
Scalable Metadata Platform
Complete CRM
Trusted Multitenant Cloud
Analytics Community Marketing Sales Apps Service
Fastest Path to Success Starts with the Cloud The Salesforce Advantage
Focus on Growth & Innovation
Faster ROI
Continuous security & performance improvement
Subscription model
Trusted, Multitenant Cloud
Three seamless upgrades per year
Faster
Salesforce Continues Leadership in Customer Engagement
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Magic Quadrant for CRM Customer Engagement Center
April 27th, 2015 Analyst: Michael Maoz, Jim Davies
Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
Source: Gartner (April 2015)
Helping Customers Succeed Across All Metrics
Decrease in Support Costs
Faster Case Resolution
42 % + 39 % +
Customer Retention
Agent Productivity
40 % + 40 % +
Customer
Satisfaction
40 % +
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
38 % +
Net Promoter Score