Salesforce - Corporate Presentation Template

Salesforce for Service Transform the Customer Service Experiencekburton@salesforce.comKatrin BurtonDirector Service Cloud Alliances

Customer experience has overtaken price and productas the key brand differentiator.#1The Future is All About Customer ExperienceSource: Customers 2020 ReportPriceProductCustomer Experience

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Connected WorldDeliver a new customer experience

connected things by 202075B

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The Conversation GapService communication is transactional, personal communication is conversational

Same treatment to text message - magnify

Skype

WhatsApp

Viber

SnapChat

Messenger

WeChat

calls/dayXXKmessages/day80BYour Company or AgencyThe Citizen

Billions of TransactionsReal Time ExpectationDeep PersonalizationPersonalized: want answers wherever they are, in contextSmarter: want the right answers the first timeFaster: on any deviceThousands of CallsTwitter

Allo

SMS

Transform the Customer Experience

Innovate Faster

Smarter Support

Personalized Service

Empower agents and managers with the right tools and intelligenceConnect 1 to 1 with every customer, anywhereBuild and scale at the speed of your customers

On Any Channel

We put the customer, the user, the passenger at the center of everything.Tan Lye Teck Executive Vice PresidentA consolidated platform that integrates CAG's various channels & backend data sourcesCAG needed a tool to deliver a consistent, quality, first class customer experience to every passengers who arrive, depart or in transit of Changi Airport Terminals.The platform channels & consolidates feedback collected from airport customers via touch-points including websites, emails, the CAG contact centre and instant feedback systems located across CAG airport terminals.

Live Agent Chat - Connect 1:1 instantly on Any DevicePersonalized, real-time online chat with customers and prospects in multiple languagesFlexible routing rules, sneak peek, and keyboard shortcuts to maximize agent productivityBuild a smarter team with manager whispering and chat metrics

agent productivity+30%

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SMSLine

LiveAgentsIntelligent BotsMessengerWeChat

Salesforce LiveMessageSeamlessly engage in conversations with your customers on any messaging appIntroducing

agent productivity+28%Omni-channel routing & supervisorInstantly route cases to the right agent and make adjustments in real time with a full operational viewProductivity toolsWork faster with macros, recommended knowledge, and a 360 customer view across any channelPowered by EinsteinUse intelligence to predict customer needs and recommend solutionsEmpower every agent & manager to be their bestService Cloud Lightning Console

NEW

NEW

One of our fastest and most successful customer facing projects delivered to dateOne of the countrys most recognized brands, delivering >90M mail items weekly locally & abroadService Cloud is managing 30M+ customer interactions annually via multiple channelsStrong social brand with >300K followers we integrated Facebook & Twitter into Service CloudDelivered Single view of customers with Service Cloud Console.Australia Post live on Social Customer Service in under 3 weeks!

Brady Jacobsen, GM Customer Contact Channels

Empower Agents with an Intelligent Service ConsoleRecommended Case ClassificationRecommended Response Sentiment AnalysisNext Best ActionSimilar Cases Help agents be their bestCSAT increase+29%

Customer SatisfactionCustomer Attrition ReductionCustomer Effort ReductionEmployee (agent) Satisfaction

Success with IntelligenceEmployee (agent) on-boarding timeCosts for service operationsIncrease Revenue

Powered by EinsteinIntelligent routingAuto - ResponseHappy CustomerDirect Support AgentRecommend Response

Classification - Sentiment - Time to Close Cases and Customer Interactions

Our goal for 2017Case classification Predict common fields which describe the problemPredictive close time Based on other similar issues, predict how long it will take to close the caseRecommended response Recommend what the agent should reply based on other Replies, QuickText or MacrosSentiment Analysis Analyse the sentiment trend among the interactions which allow pro-active actionsPredict parent-child case relationships Identify Similar problems across incoming cases

Jennifer HallChief Customer Care Officer

increase in tNPS+20

Give customers instant access to helpMake it easy for customers to get help with In-App Chat, Knowledge, Cases, or Tap to CallAnswer questions faster with contextProvide the best answer the first time based on where the customer is within your app or websitePersonalize conversations with SOS video supportDeliver one-of-a-kind service with 1- or 2-way video, screen share, and on-screen agent annotationEasily embed conversational service into every mobile or web appService Cloud Lightning Snap-Ins

Omni-Channel Presence & RoutingSmart, connected support across channels Intelligent routingDynamically route the right cases to the right agents, fastReal-time presenceManage agent availability and push cases at the right timeSeamless interactionPreserve the conversation across every channel, on any device

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Social customer service at 1/6 of the cost of a call centerListen to conversations across 1 billion social sources and respond in-channelAutomatic case creation and routing for quick responseProvide personalized responses with connected customer data Connect Social Conversations to Your Business ProcessIncrease in customer retention+ 34%

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Put the Right Answers at Agents FingertipsKnowledge baseArticles suggested in the context of solving cases Deliver Knowledge in one click to any channel and to any deviceExpose Knowledge to your website or community Apply knowledge management best practices with KCS verification

Faster case resolution time+ 37%

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reduction in scheduling time+60%

Intelligent scheduling & dispatchAutomate and optimize scheduling based on skills, availability, and locationManage & enhance productivityUpdate work orders and track job status on site or in the contact centerDedicated mobile appEmpower mobile employees with offline capabilities, instant updates, and knowledge on-the-goBuilt mobile-first and offline-first to connect your entire workforceField Service Lightning

NEW

Field Service is a Huge Growth Area17% of the total addressable Service Market.The market is forecasted to grow at 19% per year

of companies are still using an on-premise field service solution

The global market for field service management is huge and growing

$2.4B by FY20

77%

Retail AssociatesHome Health Nurses

Field Technicians

Financial Advisors

Connect Every Mobile Worker to the Conversation

54%Field Service Management is ChallengingCurrent systems are inefficient and costly

Siloed teams and processes

Poor resource allocation

Disconnected from CRM

of companies are using manual methods to handle field service

Lack of mobile supportSource: Salesforce Service Excellence Survey 2016

Industries Ready for Field Service LightningSafety & SecurityInstallation & repair of security systems

RetailBig box stores...TV installs, etc.

Energy & UtilitiesSolar panel installation, meter reading, etc.

Local MunicipalitiesTrash removal, water, street maintenance, etc.Think beyond traditional hardhat break-fix Field Service. Any organization with people in the field doing:Inspections & surveysDeliveries & pickupsSite assessment

Service Cloud enables us to have a tighter long-term relationship with our customers by putting them at the center of our business

Stanley Healthcare Connects with Customers in a Whole New WaySupport patients, clinicians and senior living residents to provide security and safetyIncreasing call and ticket volume made delivering efficient service a challengeAllow field technicians to access information and additional support via mobile device

Tech support has improved scheduling time by 55%360view of the customer saved agents the equivalent of 60 hours a weekTechnical services saw $11.2M increase in revenue with improved renewal rates

Video

Continuing Leadership in Customer Engagement

Magic Quadrant for CRM Customer Engagement CenterMay 4, 2016; Analyst(s): Michael Maoz, Brian ManusamaThis 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

Service Cloud Drives Customer Satisfaction

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.Average Percentage Improvements Reported by Salesforce Customers+ 45%Customer Retention+ 45%Decrease in Support CostsFaster Case Resolution+ 48%+ 47%Agent Productivity

Increase in Customer Satisfaction+ 45%

Customer Story

20 years of delivering high-speed trains Reduce the number of applications in call centerCustomers expect answers in minutes or hoursService Cloud is at their core of their contact center1 customer view for agentsIncreased quality of answers to customers

Eurostar Aims to Be the Most Loved Brand with SalesforceAntoine de Kerviler, CIO

Customer StoryOne company had a visionof a global customer and that was Salesforce.

I was used to 10-15% downtime with Siebel I have experienced 0 with Salesforce to date!

Philips One EMS is a leader in cardiac care, acute care and home healthcareNeeded flexible system that worked across multiple lines of businessUnreliable homegrown system Large scale cost avoidance by moving off Siebel & legacy apps Decreased average handle time by 15% Increased system availability across contact center & field servicePhilips Decreases Average Handling Time by 15% with Service Cloud

Customer Success Story

We now use best-in-class, industry specific cloud applications to engage our customers.Leading provider of pay TV in Italy, serving over 13 million viewersLegacy CRM system not flexible across channelsNeeded self-service, social, and mobile solutionsEasily resolve enquiries across channelsTransformed customer experience across customer service, billing, and historyReduce average call handling time with Service CloudSky Italia - Providing An Omnichannel ExperienceChief Technical Officer, Sky Italia

EBU

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What is the Opportunity for Salesforce?Sonys contact centres in the region manage a significant number of customer contacts a year: Everything from product pre-sales to post-sales; telephone calls about product features and price; email requests to clarify setup instructions; live chat to discuss product warranty; product registration information funnelled from web formsIts a lot to consolidate and manage, drawing information from service partners and an ERP system

Benefits for SONY:customer cases are managed as one unified agent experience. A single customer view allows Sonys contact centre agents to quickly pinpoint the right information about customersSony is also using Dashboards and Reports to report regional performance and provide managers with real-time reporting across a number of metricsAble to spot emerging patterns & potential pain points and change its operation accordingly

Contact centre & Customer support (B2C)

We take more orders than ever with Salesforce.

Part of $24B European airline60 Agent Social Media Engagement HubSocial Profile used for KLM SurpriseTwitter support channel powered by Service CloudReduced first call resolution rate to 1 hourAwarded Best Digital Marketing NIMA

KLM Reinvents Customer Experience with Social

Proactively Communicate To Your Customers - KLMCustomers want to be proactively notified over all channels about topical information about the products and services they have purchasedWith Salesforce Social Customer Service, KLM transformed into a socially connected business that can intelligently and efficiently collect and track all social conversations, measure brand sentiment on the Web, and achieve their goal of one-hour response/24-hour resolution time. And, they introduced the first social media-driven flight schedule, which led to loyal, positive ambassadors for the airline.

Proactive

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Service Cloud helps us better serve our customers.

DuPont is the world's fourth largest chemical companyReduce speed to resolution of customer issuesUnable to capture and document customer interactionsCustomer Service teams work collaboratively & consistentlyComplete view to close cases faster Seamless SAP integration for order processingDuPont Improves Customer Service Across Business Units With Service Cloud

Carol Dandolos, Program Director

EBU

APIs

Flexible, Scalable, Metadata PlatformWorkflow

Data & Objects

Identity

Analytics

Collaboration

Mobile UI

2,700+ Partner AppsLargest Enterprise EcosystemCloudMobileSocialData ScienceTrusted Multitenant CloudFast App Dev & Customization

Customer Salesforce PlatformAnalyticsCommunityMarketingServiceSalesAppsComplete CRM4 B Transactions per day

External Systems