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Reimagine Service with Faster, Smarter and More Self Reliant Support


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Salesforce Service Cloud webinar held in the UK on 25th Feb 2016. Please visit for recordings and future events.

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Reimagine Service with Faster, Smarter and More Self Reliant Support

  1. 1. Reimagine Service with Faster, Smarter and More Self Reliant Support Daniel Kolodynski Service Cloud Account Executive Niall Murphy Communities Specialist Webinar with Salesforce
  2. 2. Housekeeping • All lines are muted •To ask a question, please use the question box on the Go To Webinar tool • Questions will be answered after the presentation
  3. 3. Agenda & Speakers • Introduction to Service on Salesforce - Daniel Kolodynski– Salesforce • Demonstration - Niall Murphy– Business Architect, Salesforce •Q&A and wrap up Questions: • Ask your questions in the questions box on the right of the screen
  4. 4. Future Looking Statements This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialise or if any of the assumptions proves incorrect, the results of, 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 products, and utilisation and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
  5. 5. IoT Data Science Social Mobile Cloud LAN/WAN Client Server SNA Mainframe Terminal The Age of the Customer ​Everything and everyone is connected MillionsThousands Billions connected things of customer interactions Trillions
  6. 6. It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience of the Fortune 500 firms from 2000 do not exist 52% Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy” 64% 46% 51% 201420132012
  7. 7. Yesterday’s Customer Service Solutions The Customer Experience Gap Your customers IoT Data Science Social Mobile Cloud Help lives in desktop portal Personalized: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Disconnected resources and data Not built for speed
  8. 8. Customers Are On A Journey “Customers Cross 5 Channels When Making Purchasing Decisions”. GOOGLE
  9. 9. 1:1 Clienteling Automated Clienteling MARKETING • Campaign & Audience Management • Consumer Journeys • Display Advertisement • Social Studio (Listen/Engage/Publish) • Analytics (Web and In App Mobile) • Predictive Intelligence & Personalisation • Production & Content Management CONSUMER APPLICATION (Web and Mobile App) • eCommerce Integration • POS & IOT Integration • Consumer Engagement Apps • Pixel Perfect Design Master Data • Consumer Master Data • Vendor Master Data • Product and Location Sales • Consumer Orders Consumer Service • Live & Video Chat • SOS Button B2B & Employee Application (Web & Mobile) • Purchase Orders • Store Orders Community • Vendor Community • Employee Community • Consumer Community Loyalty Execution Instore IS InStore Store Services Consumer Services Product Ratings Next Best Offer Live Video Chat Community EmployeeServices,Store Operations SustainabilityClick & Collect Mobile Payments Pick-UpOrders Return Services Kiosk Product Rentals Catalogue Newsletter Social Consumer Services Product Information Social ServicesPOS Coupons TailoredPromotions, ProductPlacements Benefits,Compensation, Education Product Recommendations Consumer Care Telephony Social Surveys Chat Social Media Integration SEO/SEM Social Commerce Content ManagementActive Audiences Predictive Selling Social Push Social Advertisement Lookalikes Digital Channel Services AdWord Management Search Merchandising Online Shop Services Assortment Planning Promotion Planning Forecasting Surveys/Audit Prediction Planning In Store Operations Workforce Management Employee Onboarding Store Inventory Management Scheduling Store Analytics Store Digitalization Collaboration Employee Apps IoT Services Automated Services Automated Replenishments Recognition Gamifictation HR & Employee Services Recruiting Onboarding Employee Helpdesk Training Performance Management Employee Motivation Media Management B2B Services Vendor Onboarding B2B2C eCommerce Trade Promotions Contract Management Process Payments and Orders Integration WebServices/ REST API ANALYTICS • Smart Data Services • Data Sciences BatchAPI Integration WebServices/REST API REST API Order Management Services OMS Stock/Virtual Stock PIM Subscription Management Product Catalogue Mobile Coupons Payment Options Wish list/Friends List Return Management One Click Shopping Geo Location Email Mobile Push SMS / MMS Web Analytics Diagnostics Geo location/Beacon One Touch Orders Robot Clientelling Cross-Sell Engine Create and manage orders ConsumerServiceEngagement Partner Ecosystem/Integrated Operations Promotions,TailoredCoupons, Consumer,Information,Mobile Push Supply Chain Services B2B Integration - EDI Tracking Services Warehouse Management SCM Insights/Dashboards Logistics/Delivery In-Store Tailored Promotions, Product Placements Consumer Engagements Recommendation Order Processing, Stock Management, Promotions, Shipments PLATFORM • Integration Services • B2B & Employee Application (Web & Mobile App) • Identify Management • Authentication and Authorization • Mobile • Big Data Objects • Data Management Tools • Data Modeling Tools Finance IoT • Business Rules & Orchestration • Real-Time Event Processing • Rich Contextual Data at Rest HOW TO BUILD A SINGLE VIEW OF A CUSTOMER Knowledgbase
  10. 10. Monitoring Customer Journeys Building A Customer Company in Real-Time Real-Time Events Rich Contextual Data 1011101100010001111101001010 1010110000100101101110001000 0100010001101110110001000111 1101001010101011000010010110 1110001000010001000110111011 0001000111110100101010101100 0010010110111000100001000100 01 Analyse Compute The Perfect Response Deliver The Precise action Proactively and In Context
  11. 11. Service Platform for Customer Success ​Transform the customer experience with Service on Salesforce Innovate Faster Build and scale at the speed of your customers Smarter Support Empower agents and managers with the right tools and intelligence Personalized Service Connect 1 to 1 with every customer, anywhere SOS
  12. 12. Self-Service Communities ​Unify self-service and community experience ​Seamless integration between self-service and assisted service ​Build a branded community with Community templates or the drag & drop designer ​Responsive design to engage on any device Help Customers Help Themselves with Communities ​Self-service and communities Increaseincasedeflection + 31%
  13. 13. Niall Murphy– Demo Business Architect, Salesforce
  14. 14. “We want to focus on the human side of the business by offering super service with our community.” Matt Bullock, CEO & Founder • eWay processes 25% of online payments in Australia – 18,000 business customers with 4.6 Billion payments in 2014 • Immediately reduced service tickets by 50% after implementing self-service with Community Cloud • Lighter agent load reduced average response time from 65 minutes to 16 minutes • Used Community Templates to quickly replace Zendesk and gain single view of customer from service to sales
  15. 15. eWay Delivers Friction-Free Service with Community Cloud Provide quality service to growing customer base All customers were calling or emailing support desk with even simple issues. Sales Cloud + Zendesk solution divided view of customer between sales & service. Create a Single Customer Platform Implemented Service Cloud and Customer Community to provide online self service. Common platform for sales and service enabled single customer record for all interactions. Deliver Customer Self-Service Online self-service provided Knowledge Articles on key subjects. Quickly expanded customer collaboration using Community Templates and gamification See Big Time Results Reduced support desk cases by 50% Increased NPS customer satisfaction score from 48% to 63% Reduced case closing times from 21 hours to 3 hours and lowered response time to 16 minutes
  16. 16. Questions To ask a question, please use the question box on the Go To Webinar tool…
  17. 17. Find out more? • If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: • Watch out for a follow-up email next week with a link to this webinar recording • Visit our website to view previous webinars and sign up for upcoming sessions:
  18. 18. Thank you