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Salesforce Service Cloud Summit 2017

Date post: 07-Apr-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
  • Transform the Customer Experience with Intelligent Service Conversations

    [email protected] +34 687 055 544

    Service Summit Madrid Fernando Gallego Service Cloud Leader Iberia

  • 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.

  • Together, Were Building a Path Forward

    2009 2010 2011 2012 2013 2014 2015 2016 2017

    September 2016

    2011 2012 2013 2014 2015 2016

    The worlds 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

  • 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


    Can you tell me about your problem?

    Have you tried following our troubleshooting instructions?

    Source: HBR

  • Slide 5

    Disruptive Companies Use Service to Transform the Customer Experience

    Convenient Contextual Conversational

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


    Sales Data

    Knowledge Base

    Communication Channels



    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

  • 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


    Sales Data

    Knowledge Base



    Connected, Intelligent CRM Platform

  • `

    Welcome to Salesforce for Service The worlds #1 intelligent customer service platform


    Personalize every service conversation

    Make agents, managers & mobile workers more productive

    Use Intelligence & AI to make agents smarter & customers happier


    Predictive Connected

    Connect on one intelligent platform

  • 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


    Customer Retention

    + 26% Agent


    + 28% Faster Case Resolution

    + 31% Increase in Customer



  • 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.


  • 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


    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

  • 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

  • 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


    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

  • 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


    Omni-channel Presence and


    Phone and CTI Support

    SLAs & Entitlements


    See the Upgrade to Unlimited Edition sales playbook here for Knowledge

  • 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

  • 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

  • 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


    Source: Accenture, Technology Vision 2017

    Brand: Coca-Cola

    Object: Bottles

    Object: Refrigerator

    Object: Cans

    Scene: Store

  • 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 360 View w/ Intelligent Sales & Service sales playbook here

  • Low Touch Conversations

    No Touch Conversations

    High Touch Conversations

    Field Service Lightning

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


    Social Customer Service

    Self-Service Communities

    Connected Products

    Service Journeys

    Service Analytics

    Cross-sell & Upsell

    Service Bots


    Agent Console


    Deliver Intelligent Service Conversations Across Every Channel

  • Example ITSM Use Case











  • New Logos FY17 Spain & Portugal

  • Thank Y u