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  

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Safe Harbor

Connect with Your Customers in a Whole New Way

Systems of Record

Systems of Engagement

“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

Demo SOS

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

Demo Communities

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

Demo Agent Experience

Eurostar Video

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

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