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Community Cloud OverviewReimagine Customer, Partner, and Employee Engagement
Todd GoodykoontzDirector, Community Cloud Alliances
[email protected]/toddgoodykoontz
The digital experience platform to connect customers, partners, and employees
across the workplace — transforming the way companies sell, service, market, and innovate.
LIGHTNINGFastest Way to Launch a Community or Portal
ARTIFICIAL INTELLIGENCE Connect Users to the Best Content, People, and Data
MOBILEAccess from Any Device
PRODUCTIVITYCollaboration in Context
Community Cloud Mission
10KActive
Communities240K
Chatter Orgs
90100K+ Member Communities
90MCommunityMembers
Reaching New Heights of Customer Success
Leading Brands Are Building Next Generation Customer Experiences
B2B E-commercePortal
EmployeeCommunity
Channel Sales Portal
Customer AccountPortal
Trip Planning Portal
+45%Increase in CSAT
+43%Increase in Channel Sales
Customer Service Community
The Community Cloud Journey
Portals
Lightning Templates
Chatter
2010 2013 20152007
SalesforceCommunities
Data and
Security
Collaboration
Mobile
2016
Partner-BuiltLightning Components
Branding
Speed
2011
Intelligence
Community Cloud Combines the Best of Three WorldsCommunities Connect Your Ecosystem
Social Community Cloud
+ + =
Websites Portals
Expose Business Data to Customers
and Partners
Custom Branding and Slick Mobile Responsive UI
Direct Connection to Other Customers
and Experts
Community Cloud: Unified Platform, Built for Success
Engagement
Groups, Topics, Profiles Gamification
Fully Branded and MobileRich Formatting
Business Integration
Business/CRM DataCommerce
Files WorkflowAnalytics
Speed
Lightning BoltLightning Community BuilderLightning ComponentsPartner Ecosystem
Einstein
RecommendationsExpertiseRelated Questions and ArticlesTrends
Introducing Salesforce Communities
Application (for internal or external users)
Multi device Business Purpose Collaboration / Knowledge Building /
Documents
Secure Data Access
+ + + +
=APIs
2,700+ Partner AppsOpen Ecosystem
WorkflowData & Objects Identity
Fast App Dev & Customization
AnalyticsCollaborationMobile UI
Scalable Metadata Platform
Trusted Multitenant Cloud
+
Customer
Customer Account Portal
Customer Self-Service
Commerce and Brand Engagement
Partner
Channel Sales and Marketing
Dealers and Brokers
Franchise and Retail
Employee
Social Intranet
HR Helpdesk
Sales Enablement
Connecting Employees, Customers, and Partners
No CommunitiesYes Communities
Community Cloud is a Huge Opportunity in Every Customer
92%
Proportion of Existing Accounts with Communities
…and 20% of Community customers purchased multiple communities
33,000,000Customers
328,000Brokers
30,000 Employees
6,000Service
1,000Sales
Sales CloudConnected Agents & Inside Sales
Service CloudConnected Service Reps
Customer CommunitiesConnected Agents & Customers
Employee CommunitiesConnected Employees
Partner CommunitiesConnected Agents
Multiply Solution Reach with Communities!
Enable customers to access and act on their account informationDeliver Easy-To-Use Account Tools
Faster Speed of Service
40%
Account Portal
Integrate Business ProcessesEmpower customers to manage their accounts on one platform
Deflect Service CallsGuide customers to knowledge articles and Q&A to find answers
Deliver Personalized ContentRecommend products and services in a fully branded environment
Launch a Community in DaysBuild a community quickly with Lighting Bolt Solutions
Account Portals Builds Customer Loyalty
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
+ 51%
Quicker Case Response Time
+ 46%
Finding Experts
+ 45%
Increase in Customer Satisfaction
Increase in Net Promoter
Score
+ 33%
“Community Cloud gives the agility and scalability to meet our millions of customers needs”.
Ron Guerrier, CIO
Delivered easy to use self-service tools for Quoting, Policy, Claims, Payments, Profiles
Increased Net Promoter Score by breaking down silos between Distribution, Claims, and Marketing
Reduced claim times down to 3 minutes from 12 minutes
“The community is allowing us to start meeting today’s customer expectations. Beth Osburn, Director of Customer and Account Servicing
Delivered a consistent, branded experience for over 2 million customers
Reduced call volume, giving customers a quick overview of all key account details
Simplified payments, processing 20,000 transactions daily
Empower your customers to find answers fast with intelligent self-serviceHelp Customers Help Themselves and Each Other
Increase in customer satisfaction
45%
Deflect Service CallsGuide customers to knowledge articles and Q&A
Ensure No Question Goes UnansweredEscalate cases to the service desk with Einstein
Provide an Engaging ExperienceHighlight and reward your most active customers
Launch a Community in DaysBuild quickly with Lighting Bolt Solutions
Self-Service
Self-Service Drives Customer Satisfaction
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
+ 51%
Quicker Case Response Time
+ 46%
Finding Experts
+ 48%
Faster Case Resolution Time
Increase in Customer
Satisfaction
+ 45%
“Community Cloud has created a lot of collaboration across the globe.”Kelly Cole, Chief Customer Officer
Delivered easy to use self-service tools in 6 weeks using a Lightning Bolt Solution
Deflected service calls by 20% Q/Q after implementation
Reduced time to launch successive communities for different brands to 4 days
“We want to focus on the human side of the business by offering super service with our community.”Matt Bullock, CEO & Founder
Launched a Self-Service Community in 4 days with a Lightning Bolt Solution
Reduced service tickets by 50% after implementing self-service
Reduced average response time from 65 minutes to 16 minutes
One Channel. One Connected Customer Experience.
Engage AnywhereLaunch and evolve a mobile engagement hub at the speed of business with Lightning Bolt Solutions.
Develop AdvocatesRecognize and reward your most valuable members with customizable badges and leaderboards.
Increase RetentionDeliver personalized content, products, and services in a pixel perfect environment that matches your brand.
Provide Stellar ServiceIntelligently guide customers to the experts, articles, and support they need to increase customer satisfaction.
Community Cloud Transforms Digital Engagement
Increase Sales
40%
Brand Engagement
Engagement Improves the Bottom Line
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Increase in Sales
+ 40%
+ 40%
Quicker Response Time
+ 43%
Increased Customer
Engagement + 53%
Improved Customer Retention
Average Percentage Improvements Reported by Salesforce Customers
“Salesforce is a robust, up-to-date database for all boat owner information, so staff and customers can now find the answers they need in one easy place.”Shelby Kirby, Senior Marketing Manager
Sea Ray charts new course for customer experience with Community CloudSea Ray’s dedicated owner community wanted an official online platform to share their passion and loyalty for the Sea Ray lifestyle.Worked with 7Summits to implement a robust Sea Ray Owners Club with Community Cloud.
Eliminated more than 1,000 manual data entries per year by centralizing boat owner resources.
Expanded Sea Ray Owners Club community to second and third-time boat owners.
“Community Cloud has given us the ability to talk to our travelers and get to know them much sooner than we ever have before. We didn’t need to look any further than Salesforce.”Kristen Lund, Business Systems Specialist
REI Adventures climbs to higher efficiency with Community CloudREI Adventures was experiencing rapid expansion, but a 15-year-old snail mail system was inhibiting company growth and progress.Streamlined trip planning by centering all traveler paperwork in one easy to use, digital platform with Community Cloud.
Eliminated 75,000 sheets of paper annually, aligning with companywide stewardship ethos.
Refocused staff on building lasting connections with REI Adventures travelers.
MySymantec: Lightning Based Customer Community
Customer Support with: Case Collaboration, Live Agent and Federated Search with Inquira (KB)
Personalized:My Cases and Products Purchased
Using AEM for CMS Content and Adobe Omniture for Web Analytics
Consolidated 9 Portals Into 1 Customer View with Multiple Third-Party Integrations in <1 Month
Association of Support Professionals — 2016 Top 10 Support Website
Logitech: Lightning Bolt Self-Service Community
Reduction in Service Calls
20%
Language selector pick list
Einstein trending and recommended articles
Customizable header to match your brand’s look and feel
Accelerate Channel Sales with Community CloudThe Leading Platform for Partner Relationship Management
Connect Fast with Lightning Bolt Create Your Own Partner Portal with Clicks, Not Code
Optimize Channel SalesGet Full Visibility Into Channel and Partner Performance — All Integrated with Your CRM
Empower Partners AnywhereEnable Partners Access to CRM Records, Files, and Experts from Any Device Close Deals Faster Provide Partners Frictionless Access to Information, Approvals, and Support
Increase in Partner Sales
43%
Community Cloud Drives Partner Success
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
Increase in Partner Sales
+ 43%
+ 46%
Increase in Partner Engagement
+ 33%
Deal Registration
+ 35%
Partner Collaboration
Salesforce is the Gorilla in the PRM Market Today
...with more customers and ecosystem partners and global support resources than other PRM vendors by an order of magnitude.
Salesforce’s PRM solution, an extension of its Community Cloud offering, is strongest in some of the foundational elements of PRM.
The Forrester Wave: PRM Platforms 2016
John Deere: Marketplace Community
WYSIWYG Drag-and-Drop Components Where Sellers Can Customize Marketing Offers
Featured Apps Controlled by John Deere to Push High Priority Apps (if Dealer Bought Licenses to Sell)
Customizable Banner Header for Sellers to Brand Their Marketplace
Partner Community5,000 Dealers
Adidas: B2B E-commerce Community
Manage Accounts (View Order History, Invoices, Documents, File Complaints, Returns, Track orders, Etc.)
Access, Browse, and Purchase Adidas’s Entire Product Catalog Digitally
Branded Environment to Match Look and Feel of Adidas
Re-Order In-Season Merchandise
One Platform to Connect Employees to the People, Content, and Apps They Need to be Productive
Instantly Get Personalized Updates
Easily Access All of Their Business Apps
Collaborate with Peers on Files and Business Data
Take Action Anywhere, from Any Device
Transform the Employee Experience with Employee Community
Increase in Employee Engagement
48%
Employee Community Increases Employee Engagement
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
Increase in Employee
Engagement
+ 48%
+ 46%
Find Experts Faster
+ 46%
Real-Time Feedback
+ 51%
Faster Collaboration
AB InBev: Lightning-Based Employee Community
Provide a Fully Branded Experience for Employees to:
● Access Content● Search for Answers● Ask Questions● Browse Topics● Collaborate
Seamless Case Management with Service Cloud
AB InBev Using Lightning Template to “Transform the EmployeeExperience” HR Processes:
● Vacation Request● Assignment Change● Create New Position● Termination● Case Management
(Service Cloud)
SAP Data Surfaced in the Community:- Vacation Days- Org Chart- Start Date- Compensation
Targeted150,000 Employees
Solution Integrator: Partnership Between SF Services and Bluewolf
Safelight: Lightning Employee Community
Targeted12,000 Employees
App Cloud: Extensibility to Replace Sharepoint Intranet in the Future
Buyer: SVP, Customer Brand and Technology
Employees: Field Technicians Who Replace Windshields
Use Case: Community for Field Technicians, People Who Replace the Glass; Keep Field Technicians Connected to Corporate and Each Other
Extend Salesforce to Your Entire Ecosystem
Accelerate Channel Sales
Measure PartnerPerformance
B2B and B2CE-commerce
Help Customers Help Themselves
Boost Employee Productivity
Engage Every Customer