Service Cloud Customer Service for the Social Enterprise

@TK_SF

Service Cloud Intro and Overview (10 mins)

Product Demo (15 mins)

Product Road Map (5 mins)

Natalie Savell, Victim Support NZ (15 mins)

Questions (10 mins)

Session Flow

* Harris Interactive, 2009 Customer Experience Impact Report

Safe Harbor 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 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, 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, 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-K for the

most recent fiscal year ended January 31, 2012. This document and others are available on the SEC Filings section of the Investor

Information section of our Web site.

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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.

86% of customers will stop doing business with an

organization after 1 bad experience*

Service Matters More Than Ever

* Harris Interactive, 2009 Customer Experience Impact Report

82% of customers will tell their friends about their bad

service experience*

Service Matters More Than Ever

* Harris Interactive, 2009 Customer Experience Impact Report

24% Shared their unsatisfactory experiences in 2010, a

50% annual growth rate.*

Increasingly Through Social Channels

Forrester: “Updated 2011: How Consumers Complain About Poor Service”.

56% of consumers are willing to pay 10% for a

superior customer experience. 84% of willing to

pay 5% more.

But People Are Willing to Pay More

* Harris Interactive Consumer Survey, 11/12

Shifting Service Channels

Source: Global Contact Center Benchmarking Report 2011

“Which of the following channels are currently in your contact Center?” N=231

But customers are here: You invested here:

Contact Center

Chasm Between Customers and Contact Centers

New Imperatives Social Customer Service

“How do I deliver the right

answer, quickly and easily?” “How do I get the right answer

quickly and easily?”

• Everything in one place; intuitive

• Access to knowledge

• Real time access to experts

• Build expertise and credibility

• Find answers without calling

•Ask my peers

•Empower with knowledge

•Share ideas and feedback

Social

Social Customer Service: Agents

… … …

Collective Knowledge

Always-on Collaboration

Social Feed UI

Social Listening & Engagement

Dashboards & Analytics

Customer Social Profile

Social Customer Service: Customers

Agent Social Profile

Connect Anywhere

Community Engagement

Fast Answers

Mobile Access

Social Customer Service Imperative

Happy Agents Happy Customer

Social

=

Social Customer Service Metrics

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

selected. Response sizes per question vary.

Average Percentage Improvements Reported by Customers

#1 Case Management

#1 Web Support

Service Cloud Wins in 2012

Gartner CSS MQ Leader

Product Demo Micah Joel

Vision Point #1

Customer Portal

Web Chat

My Cases

Communities

Self-Service

Communities Vision Point #1

Case Management

Contracts and Entitlements

Web Chat

Email Management

Call Scripting

Collaborative

Contact Center Vision Point #1

Salesforce for Twitter

Salesforce for Facebook

Radian6 Social Hub

Social Analytics

Social

Engagement

Solutions for Customer Service

Knowledge Analytics

1 2 3

Multi-Channel Agent Console

Multichannel Service

Universal Agent Desktop

Proactive Knowledge

Social Case Management

Collaborative Contact Center

Phone

Email Response

Live Chat

Social

Advanced Routing

Social Case Management

Spring Summer Winter

Community

Site.com Platform

Customer Chatter

Self Service Communities

Spring Summer Winter

Sites.com : Designer / Platform

Community Management

Customer Chatter

Social Integration

Twitter

Facebook

Blogs & Communities

Social Engagement

Social Rules Hub

Radian6 for Service Cloud

Social Case Management

Spring Summer Winter

Natalie Savell

Victim Support and Staff

1000 Volunteer Workers

150 Paid Staff

60,000 Incidents per year

110,000 Victims

190,000 Support Actions

Whats Next?

Simple Systems

Making a positive difference for victims

Building community trust and recognition

Questions

Don’t Forget to Submit Your Survey!

Stop by the registration kiosks to complete your session

surveys. We have 200 KeepCups to give away as well as

the chance to win a $500 iTunes voucher!

Thank you!

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