Increase Contact Center Performance with Google

Search and Salesforce Service CloudSeptember 23, 2014

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Speakers

Tim GrahamNational Alliance Manager - Google

Perficient

Rob CocksHead of Enterprise Search

Google

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

Google

• 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

As a reminder, please submit your

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