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Salesforce Service Cloud Summit 2017

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Transform the Customer Experience with Intelligent Service Conversations [email protected] +34 687 055 544 Service Summit Madrid Fernando Gallego Service Cloud Leader Iberia
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Page 1: Salesforce Service Cloud Summit 2017

Transform the Customer Experience with Intelligent Service Conversations

[email protected] +34 687 055 544

Service Summit Madrid Fernando Gallego Service Cloud Leader Iberia

Page 2: Salesforce Service Cloud Summit 2017
Page 3: Salesforce Service Cloud Summit 2017

Forward-Looking Statements 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 any litigation, risks associated with completed and any 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 and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.

Page 4: Salesforce Service Cloud Summit 2017

Together, We’re Building a Path Forward

2009 • 2010 • 2011 2012 • 2013 • 2014 2015 • 2016 • 2017

September 2016

2011 • 2012 • 2013 2014 • 2015 • 2016

The world’s most innovative companies

in GDP impact by 2020 $389B

$8.39B FY17 revenue

25K employees “Innovator of the Decade”

IDC White Paper, sponsored by Salesforce, "The Salesforce Economy," August 2016

2M jobs created by 2020

Page 5: Salesforce Service Cloud Summit 2017

Today, Customers Avoid Support Getting support is painful, time consuming, and inconvenient

Which product are you calling about?

How can I help you today?

Can you hold while I look something up, please?

Let me transfer you to one of our specialists. Can you hold? Hello, who am I speaking with?

of customers would prefer to self-serve before dealing

with a service agent

81%

Can you tell me about your problem?

Have you tried following our troubleshooting instructions?

Source: HBR

Page 6: Salesforce Service Cloud Summit 2017

Slide 5

Disruptive Companies Use Service to Transform the Customer Experience

Convenient Contextual Conversational

Page 7: Salesforce Service Cloud Summit 2017

But Delivering a Great Customer Experience is Difficult Service solutions built for transactions, not conversations

Case

Sales Data

Knowledge Base

Communication Channels

WFM

ERP

Who is the customer?

What have they previously called about?

What else might they be interested in?

What is the solution?

Which products have they purchased?

Your Customers Your Agents

Page 8: Salesforce Service Cloud Summit 2017

Intelligence Empowers Agents with Real-time Solutions Surface insights and answers instantly for agents to deliver conversationally across channels

Your Customers Your Agents

Communication Channels

Case

Sales Data

Knowledge Base

WFM

ERP

Connected, Intelligent CRM Platform

Page 9: Salesforce Service Cloud Summit 2017

`

Welcome to Salesforce for Service The world’s #1 intelligent customer service platform

Personalized

Personalize every service conversation

Make agents, managers & mobile workers more productive

Use Intelligence & AI to make agents smarter & customers happier

Productive

Predictive Connected

Connect on one intelligent platform

Page 10: Salesforce Service Cloud Summit 2017

Salesforce for Service Drives Customer Success

Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.

Decrease in Support Costs

22%

Customer Retention

+ 26%

Agent Productivity

+ 28%

Faster Case Resolution

+ 31%

Increase in Customer

Satisfaction

+35%

Page 11: Salesforce Service Cloud Summit 2017

Salesforce Continues Leadership in Customer Engagement

Magic Quadrant for CRM Customer Engagement Center May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama

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.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

8YEARS IN A ROW NAMED A LEADER

Page 12: Salesforce Service Cloud Summit 2017

Deliver Personalized Service on Every Channel

 Connected, omni-channel engagement across traditional and modern channels

 Immediately assist with contextual video chat and on-screen annotation

 Chat 1-to-1 instantly on any device

 Deliver service across every social channel

 Automatically send or pause personalized marketing messages after customer service activity

 Seamless customer conversations across all touchpoints

increase in CSAT

+35%

Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary. Percentages are an average.

Live Agent & Snap-ins

SOS & Snap-ins Social Service

Service Journeys

See the Upgrade to Unlimited Edition sales playbook here for Live Agent See the Social Customer Service sales playbook here See the Service + Marketing Journeys sales playbook here

Page 13: Salesforce Service Cloud Summit 2017

Make Service Convenient with Conversational Messaging

 Unlock the messaging channel for your contact center with two-way messaging support

 Deliver messaging support on SMS and Facebook Messenger today - easily support additional messaging apps in the future

 Drive agent productivity with bots to automate data gathering and answer simple FAQs

 Reduce cost per transaction and call volume

 Provide personalized service via mobile messaging with LiveMessage

Source: GearsCRM

cost savings vs. voice 25% to 50%

SMS Facebook Messenger

Lightning Console

See the Extend Personalized Service into Any Messaging App (LiveMessage) sales playbook here

Page 14: Salesforce Service Cloud Summit 2017

Help Customers Help Themselves

 Empower customers to find the answers they need fast with knowledge articles and Q&A

 Provide an engaging, branded and mobile experience

 Easily deploy and manage the community experience

 Make it fun and rewarding to help peers

 No question goes unanswered with automated case creation and escalation

 Personalize self-service at scale

increase in case deflection

+31%

Source: Salesforce Customer Relationship Survey conducted May 2016 – August 2016 among 1,400+ customers randomly selected. Response sizes per question vary.

Customer Communities

See the Intelligent Self-Service with Communities sales playbook here

Page 15: Salesforce Service Cloud Summit 2017

Empower Agents with Intelligent Productivity Tools

 Drive agent productivity with unified customer view and omnichannel workspace

 Intelligently route cases to the right agent at the right time

 Automatic Knowledge recommendations, similar cases, and Macros to speed case resolution

 Easily manage SLAs and entitlements

 Provide a complete, 360o view of the customer in one place

agent productivity +28%

Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.

Lightning Console & Case Management

Macros

Omni-channel Presence and

Routing

Phone and CTI Support

SLAs & Entitlements

Knowledge

See the Upgrade to Unlimited Edition sales playbook here for Knowledge

Page 16: Salesforce Service Cloud Summit 2017

Empower Service Managers with Insights at Their Fingertips

 Unlock deep service insights and improve operational efficiency with analytics & data visualization

 Analyze and act on any data, including service data outside the platform to maximize CSAT

 Monitor and optimize agent performance, queues, and work in real-time to deliver a better agent experience

 Drive efficiency and optimize digital channels

faster decision making

+38%

Service Wave Mobile App

Omni-channel Supervisor

Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary. Percentages are an average.

Smart Data Discovery

See the Service Intelligence (Wave Analytics) sales playbook here

Page 17: Salesforce Service Cloud Summit 2017

Field Service Dispatcher Console

Transform On-Site Service for Your Mobile Workforce

 Connect your entire workforce on one platform to improve visibility and deliver fast, proactive service

 Empower mobile employees with offline capabilities, instant updates, and knowledge on-the-go

 Intelligently optimize scheduling and dispatch work based on skills, availability, location, and any business rules

 Deliver contextual, connected in-person experiences with Field Service Lightning

reduction in scheduling time

+60%

Field Service Lightning Mobile App

See the Empower Intelligent Field Service Ops (Field Service Lightning) sales playbook here

Page 18: Salesforce Service Cloud Summit 2017

Make Agents Smarter with AI-powered Insights & Predictions

 Resolve issues faster by predicting case fields and recommending

 Uncover customer product issues using image insights

 Speed up inventory management in the field using image insights

 Discover customer issues, identify churn risks and prevent attrition at scale with intelligence

 Every agent is your best agent with machine learning

Einstein Case Management

Smart Data Discovery Social Studio Image Insights

agree AI will revolutionize customer interactions

79%

Source: Accenture, “Technology Vision 2017”

Brand: Coca-Cola

Object: Bottles

Object: Refrigerator

Object: Cans

Scene: Store

Page 19: Salesforce Service Cloud Summit 2017

Turn a Great Service Experience into a Selling Opportunity

 Empower service and sales employees with intelligent service conversations to upsell & cross-sell

 Provide sales with customer support insights to sell more effectively

 Deliver an effortless customer experience with self-service sales & support

 Connect service and sales on the same intelligent platform

say a single customer view provides more cross-sell and

upsell opportunities

69% Service Cloud + Sales Cloud

Source: “Second Annual State of Service,” Salesforce Research, January 2017

See the Drive a 360º View w/ Intelligent Sales & Service sales playbook here

Page 20: Salesforce Service Cloud Summit 2017

Low Touch Conversations

No Touch Conversations

High Touch Conversations

Field Service Lightning

Web & Mobile Snap-in Service Omni-channel Routing and

Supervisor

Social Customer Service

Self-Service Communities

Connected Products

Service Journeys

Service Analytics

Cross-sell & Upsell

Service Bots

LiveMessage

Agent Console

eCommerce

Deliver Intelligent Service Conversations Across Every Channel

Page 21: Salesforce Service Cloud Summit 2017

Example ITSM Use Case

 Situa&on&Challenges

●  LargeSalesforcecustomerwithastrategicdirec6vetofocusontheemployeeexperience

●  Servicedeliverviewedasstrategictobusinessvaluerealiza6on

●  SoughtanITSMsolu6onthatisscalableandconfigurable

●  ServiceNowdisplacement:“notaviablelongtermsolu6ongiventheenormousamountof6meandmoneyspenttomaintain”

●  Needtoconsolidatedisparateservicesystemsandunifiedemployeeexperience.

 Solu&on&KeyBenefits

 SamanageServiceDesk,EnterpriseEdi&on-BuiltonSalesforceServiceCloud

●  Single,unifiedplaHormforITSMandESM

●  Scalableandconfigurablesolu6ontomatchtheirgrowingneeds,interna6onally

Page 22: Salesforce Service Cloud Summit 2017

New Logos FY17 Spain & Portugal

Page 23: Salesforce Service Cloud Summit 2017

Thank Y u


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