Service Cloud: The Perfect Pitch for Telesales

transcript

Dianne Conely, K12.com,

VP of Marketing Operations

and Technology

@dianneconley

Chris Bland, Groupon.com,

Sr. Developer

@chrisbland

BlandCode.wordpress

Sawan Deshpande,

Salesforce.com,

Principal Solution Engineer

@sawandeshpande

Agenda

• Intro to Service Cloud for Telesales

• Product Demo

• Telesales @ K12.com

• Telesales @ Groupon.com

• Q&A Panel

Safe harborSafe 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.

Is your Telesales Contact Center Social?

7 Necessary Transformations for Telesales

Yesterday Today

1. Traditional Media

2. All Customers Are The Same

3. Swivel Chairing

4. Simple Rules

5. PDF

6. Hard-coded flows dependent on IT

7. Constant Post-mortem Analysis

1. Social Media

2. Segmented customer base

3. Agent focus on successful business outcomes

4. Sophisticated Upsells / X-sells

5. Your Favorite Tablet

6. #Rockstar Business Analysts

7. Bottoms-up “social” Enterprise

Why Salesforce for Telesales

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

PERFECT FIT

+27%Sales

World’s #1 Sales Application

+34%Customer

Satisfaction

World’s Leading Social Customer Service App

+29%Increase in Innovation

World’s Leading Cloud App Platform

① We Got All the Basics…. And MORE

Lead & Campaign Management

Forecasting & Pipeline Funnel

Run 5X Faster at ½ Cost with Force.com

Single Customer Profile

Life to your CRM Data

SocialProfile

+32%Improved lead conversion rate

② Empower Your Agents with a Rich Desktop

www.salesforce.com/service

Built-in “Open” CTI

Optimized for high volume operations

Bring in Your Legacy Backend

Enabled for Multi-Channel

Real-time Performance Management

Multi-Channel

+36%Increase in agentproductivity

AgentConsole

HighVolume

③ Create Consistency in Your Sales Processes

+25%Higher Close Rates with Salesforce

Automate Sales Processes

Onboard and Train Agents Faster

Agent Call Scripting

Integrated Knowledge Base

Appexchange

Knowledge

④ Unleash Your Business Team

+44%Improved Forecast Accuracy

Point & Click Analytics

Proactive Alerts

Swarm with entire enterprise

On Any Device

Make IT focus on “Strategic”

Analytics

ChatterALERTS

IT Heroes

⑤ Initiate Your Customer Journey on a High

+28%Increase in customer retention

Single customer profile

Integrated customer self-service

Entitlements for customer segmentation

Build new relationships

Maximize existing relationships

SocialProfile

Communities

Upsell / X-sell

① We Got All the Basics…. And More

② Empower Your Agents with a Rich Desktop

③ Create Consistency in Your Sales Process

④ Unleash Your Business Team

⑤ Initiate Your Customer Journey on a High

Dianne Conley

Vice President, Marketing Operations and

Technology

K12, Inc

@dianneconley

K12 Inc

• America's largest provider of

online k-12 education

• Individualized learning

customized to each child

• Full-time programs,

supplemental courses, blended

models

• District, charter, private and

consumer customers

Our Unique Customer Lifecycle

Inquire Understand Enroll Meet Compliance

SupportApproval

• Very seasonal• Heavily researched, emotional decision • Geo-based eligibility and compliance • Struggling/gifted students, athletes/performers, homebound, military/expat

families, etc.• Hundreds of Enrollment Counselors in 5 global locations, millions of inbound

calls annually

• Phase I: Legacy platform parity; data cleanup

• Phase II: Reporting, efficiency optimization, CTI and Outlook integration

Evaluation for New CRM

JAN-2012

Vendor Selected +

Implementation Kick-Off

• Enrollment Live

• Support , Ops Live International Live

• Support , Ops, International Live

• Finance Roll-out• Marketo

Spring 2010 AUG-2011 MAR-2012

• CTI Integration• Legacy

Platform Retired

JUN-2012

Our Salesforce Story

Why did we select Salesforce and Appirio?

Time To Value

Force.com Platform

Real-time Visibility

Vendor Vision and Roadmap

Implementation expertise

Major Company Milestone

Marketing, Enrollment, Operations, and IT all agree…FOR ONCE!

• Improved Conversion Rate: more informed, relevant conversations with

prospects/customers

• Improved Retention: prospect segmentation strategy, improved customer

• Improved Agent Productivity: Customized console: custom interaction

log, related leads, school search by zip

• Increased Visibility for Management: Real-time and Actionable

• Smarter Operations: Better routing and business intelligence

Impact on Business

• Lead Temperature

• Lead Geography

• Lead Program Interest

• Agent Skills

• Agent Rating

• Agent Capacity

Smarter Operations: Lead Routing

Improved Productivity: Custom Interaction Log

Improved Productivity : Related Leads

Improved Productivity : School Search by Zip

What’s Next

1. Click-to-chat and Web Callbacks

2. Radian6 for social monitoring

3. Chatter

4. Analytic snapshots for Reporting team

5. Additional lifecycle phases on Force.com: prospect,

application, approval, support (customer portal)

Chris Bland

Sr. Developer

Groupon.com

@ChrisBland

BlandCode.wordpress

Groupon Today

• Shopping website featuring daily deals on top goods, services & cultural events

• Win-win for local shoppers & business owners

• For shoppers, Groupon brings unbeatable deals on top local experiences

• For businesses, new way market themselves and drive new customers to their establishments

Categories of goods and services

Why Salesforce?

• Groupon has been using Salesforce since 2008.

• When we first started we needed a simple way to store our Leads and Accounts.

• Every time we had a new process, we would build it on to Salesforce.

• Lead Gen => Sales Intelligence => Sales => Deal Qualification => Account Management => Planning => Editorial

Leverage Force.com automation to streamline

our business.

We have over 430 workflow rules.

Automate where you can, when you can.

We need to move a lot of data.

How do you keep multiple systems

in sync when the schema can change?

We use APIs to limit integration access

for external partners we work with.

Our API is our ‘contract’ with other

development teams at Groupon.

They know what data

and data types should be returned.

How can management

keep track of the deals?

How do we make sure the

deals we put on our site

are good for our merchants

and our customers?

Each deal is approved by the

manager of the market.

Workflows REST APIsApprovals

& Force.com

CTI with

How can you make life easier?

• How long does it take to find a phone number in Salesforce?

• How long does it take to dial?

• How long does it take to log the results of a call?

These were all problems that we wanted to make easier for our sales team!

Call Me Maybe

Making a call is easy enough, but what else can we do?

Emails? Voicemail?

Power Dialing – Create Smart Lists

Analytics

Do you know the answers to these questions?• How many calls does it take to reach the decision maker?

• What is the best time to reach your prospects?

• What is the average time you must spend on the phone with a prospect before you

convert it?

• Are your agents having meaningful conversations?

• What is the right contact cadence?

Start with the data at the top of your funnel to get you really understand your pipeline.