Salesforce.com Service Cloud comes in response to the exploding volume of public and real-time customer service issues occurring on social media. It delivers major new social monitoring capabilities, scaling for increasingly-high volume social contact center usage, and powerful new social analytic.
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About SaasTen Technologies • We are one of the pioneer in cloud computing consulting. • We are an leading partner of Salesforce.com and Google Enterprise, prominent cloud player in the world. • We have extensive and proven experience and know-how in on-demand implementation and integration in various industry. • Strong local implementation support. • We have good understanding of local needs. • Faster Implementation with “No Intricacy”. • We put our customer need at first. • Offers expertise – led solutions for : Customer Relationship Management Telemarketing Loyalty / Reward Management Social Enterprise Cloud Integration Service Mobile Cloud Application
Transcript
About SaasTen Technologies
• We are one of the pioneer in cloud computing consulting. • We are an leading partner of Salesforce.com and Google
Enterprise, prominent cloud player in the world. • We have extensive and proven experience and know-how in
on-demand implementation and integration in various industry.
• Strong local implementation support. • We have good understanding of local needs. • Faster Implementation with “No Intricacy”. • We put our customer need at first. • Offers expertise – led solutions for :
Customer Relationship Management
Telemarketing
Loyalty / Reward Management
Social Enterprise
Cloud Integration Service
Mobile Cloud Application
Vision
To create business value for our clients through innovative Cloud Services and new strategic business initiative, supported by industry best practice and modern technology.
Mission
To be the preferred Cloud Computing Solutions Provider and Consulting in Indonesia with innovative and affordable solution.
Our Vision & Mission
Build
& Fix
Unit Testing
Demo
• Requirement Confirmation • Analysis and
•Design
•Setup and customize • Build & Development
•Integration •Demo
•User Training
• Admin Training
• SIT Testing • UAT Testing
• Go Live •Project Wrap up
• Warranty Support
Discovery Configure & Build Training Testing Wrap Up
Got
Bug
Fixing Testing
“..with Iterative Approach to
ensure better Accuracy &
Quality of our
implementation...”
Our Methodology
The Next Generation of Customer Service
Email Call Scripting Search Contracts &
Entitlements
Partners Dashboards &
Reports
Social
Monitoring
Social
Contact Center Self-Service
Communities
Social
Analytics Collaborative
Knowledge
Live
Agent
Salesforce
Chatter
Data.com
Multi-Tenant Infrastructure
Sales Cloud
Service Cloud
Marketing Cloud AppExchange
Data Model
Force.com Heroku Touch
Work.com
Any Social Network
Any Device
Back End Systems
Any App
AppExchange Apps
ERP
Finance
Public or Private Apps
Connected Products
Connected Partners
Connected Employees
Connected Customers
Communities
Service Cloud Powers Every
Customer Service Interaction
Social
Customer Service
Social
Contact Center
Self-Service
Communities
Gartner Positions Salesforce as a
Customer Service Leader
The Gartner Magic Quadrant is copyrighted 2009 by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from salesforce.com.
Magic Quadrant for CRM Customer
Service Contact Centers April, 2010
Michael Maoz
Service Cloud Powers the Social Contact Center
Unified Agent Experience Social Customer Insights
Faster Case Resolution
Social
Contact Center
Email
Call Scripting
Dashboards
& Reports
Collaborative
Knowledge Live Agent
Service
Cloud
Console
Contracts &
Entitlements
Case
Management
Email
Call Scripting
Dashboards
& Reports
Collaborative
Knowledge Live Agent
Contracts &
Entitlements
Case
Management
Service Cloud comes in response to the exploding volume of public and real-time customer service issues occurring on social media. It delivers major new social monitoring capabilities, scaling for increasingly-high volume social contact center usage, and powerful new social analytics. It’s about being able to MONITOR – MANAGE – MEASURE, all of the social customer interactions in this rapidly expanding social world
Self-Service Communities Drive Faster Answers at Lower Cost
Service Cloud
Portal
Self-Service
Communities
Email to
Case
Collaborative
Knowledge
Live
Agent
Salesforce
Answers
Company and community knowledge Instant help with Live Agent
Self-service case management
My Cases Social Communities And we’ve rebuilt our community capabilities to scale for the massive communities of millions of go beyond self-service, to deliver scalable social communities with Live Agent pre-integrated into the self-service experience.
Service Cloud Lets You Join the
Social Conversation
Salesforce for
Twitter
Salesforce for
Facebook
Social
Customer
Service
Search
Social
Analytics
Collaborative
Knowledge
Monitor social conversations Integrated with cases and knowledge
Prioritize social influencers and analyze trends
Radian6 for
Salesforce*
* The Radian6 for Salesforce functionality is scheduled for availability in H2 2011
NEW SOCIAL CHANNELS Monitoring: Not just Twitter
We’ve all seen that in a matter of years, company instead of asking customers to “visit” www.company-name.com, companies are now asking customers to “find us” or “friend us” on facebook.com/company-name. So any company can monitor and respond to the customer interactions on their own facebook corporate home page (their “facebook wall”), right from within Service Cloud. Unlike a posting a one-off response to right on a facebook wall, Salesforce for Facebook enables companies to capture the entire facebook social conversation into the customer contact info, right within Service Cloud. Salesforce’s integrated knowledge base for amazing facebook-one-and-done service That’s not all. In addition to Service Cloud’s built-in Twitter and Facebook monitoring, we’re announcing that we are working on a joint-integration with Radian6 for monitoring blogs, forums, discussion boards. Scheduled for availability on the AppExchange
Live Agent functionality integrated into service cloud community and self-service portal capabilities Agents can collaborate on chatter for additional insights across their company Deeply integrated into our Salesforce knowledge base
How Do Agents Collaborate Across Departments to Find Answers?
Service Requests
Your Company
Your Customers
sources of
product info
Deliver an Amazing Social Customer Service Experience
Customer
customer
needs
Email
product
delivery
product
payment
product
setup
product
usage
Self-Service
How-Tos
Setup FAQs
Contracts &
Entitlements
product
assistance
Dashboards
& Reports
Case
Management
upgrade /
renew
Billing
$
Public
Website
Renewal
Forms
Shipping
Community
Suggestions Knowledge
FAQs
Field Service
(by ServiceMax)
Community
Answers
Customer
Self-Service
How-Tos
Dashboards
& Reports
Public
Website
Community
Suggestions
Social Analytics
Track trends about your products on social media Prioritize the tweets based on whose influencer in your social customer community Auto-assign tweets, on the fly to experts in real-time Blends social insights with your existing customer service insights to create a richer social customer profile PLUS
Of course, all the brand new capabilities with the Service Cloud are in addition to the existing Service Cloud capabilities like
•High-volume email access (including leveraging partners like Stone Cobra) •Call-scripting for high-productivity, faster case resolution on any channel •Self-service access to knowledge via google •Integration with partners through S2S
•Managing Service Level Agreements using Contracts and Entitlements functionality
•Out of the box customizable dashboards for tracking all the critical customer service metrics across your company, not just AHT and CSAT, but also social metrics too like
•trending topics on twitter for your products •case volume by social channel
The Service Cloud Console Powers the Social Contact Center
Fully integrated with your
telephony
Contextual knowledge at your
agent’s fingertips
Snap-in integration with back
office systems
Social screen-pops give agents
richer customer insights
Accelerate Response Times Streamline Agent Processes
Boost Agent Productivity
Social
Contact Center
Chatter Lets Agents Collaborate to Close Cases Faster
Instant updates on critical cases Collaborate to refine knowledge
Work cross-department for faster case resolution
Dashboards &
Reports
Collaborative
Knowledge
Accounts &
Contacts
My Cases
Join the Conversation with Salesforce for Twitter
Monitor and join Twitter conversations
Twitter-to-case auto-assigns issues and
assigns to agents
Use knowledge for one-and-done responses
Prioritize response based on influence
Track trends and cases across social channels
Social
Customer
Service
Twitter Monitoring
Social
Customer
Service
Facebook Monitoring
Social
Customer
Service
The Long Tail of Knowledge Escapes Most
Companies
Fre
quency o
f Q
uestions
Types of Questions
Your Experts’
Knowledge
Community
Knowledge
20% 80%
Self-Service
Communities
Source: Salesforce.com Customer Relationship Survey conducted October-November 2010, by an independent third-
party, MarketTools Inc., on 6,000+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
