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Salesforce Service Cloud Keynote - Melbourne and Sydney


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Keynote deck from the Salesforce Service Cloud events in Melbourne (September 4th) and Sydney (September 5th).

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Salesforce Service Cloud Keynote - Melbourne and Sydney

  1. 1. Transformational Customer Service for the Social, Mobile Era Paul Appleby EVP, Service Cloud
  2. 2. Safe Harbor Safe harbor 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, 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 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, 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, risks associated with 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 utilization 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 our most recent fiscal quarter. This document and others 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 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.
  3. 3. *30% revenue growth year-over-year in constant currency. 30%+ Growth Driven by Customer Success $893M Q1 Revenue
  4. 4. 1% Time Equity Product 500,000+ Hours Service 18,000 Non-profit organizations $50 M+ Grants
  5. 5. Third Wave of Computing: “Internet of Things” 1,000s 1,000,000s Mainframe Server Cloud 1,000,000,000s Terminal Client Devices Products SNA LAN/WAN LTE
  6. 6. Your Friends Your Schedule Your Bank Your Car Your Company Your Concierge Your Activity Your Files Your Camera Your News Your Bookstore Your Map Your Notes Your Wallet Your Music Your Utilities* Source : Qualcomm, IBM Every Consumer Is Now A Customer. 5 Billion Smartphones
  7. 7. How Do You Connect with Customers When They Are Everywhere? Email Apps Social Web SMS StoreProducts TV
  8. 8. A Customer Company is... Social Open 1:1 Cloud Mobile
  9. 9. Dr. Catriona Wallace
  10. 10. Larry Robinson Vice President, Product Management Service Cloud
  11. 11. The Evolution of Customer Service 100x1x 1,000x10x 1980s Phone Today Mobile1990s Multi-Channel 2000s Social
  12. 12. Your Customers Are More Mobile Than Ever Tablets Smartphones Laptops Desktop 1.8 Billion Mobile Devices by 2014 2006 2010 2014E 2007 2008 2009 2011 2012 2013E
  13. 13. Conversations Are Exploding 340 million tweets/day 2.7 billion Facebook posts/day Billions of blogs & communities
  14. 14. Unfortunately, Most Companies Not Responding Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” Twitter Complaints Not Answered 71% Facebook Brand Posts Not Answered 95% 88 percent of people unlikely to buy from brands that ignore their complaints online. “ “
  15. 15. Surveys Confirm CSAT Is More Important Than Ever Source: “The Future of Customer Service.” Forrester Consulting commissioned by, July 2012. VP Customer Service CMO CIO 92%Customer Satisfaction First Contact Resolution Average Speed of Answer Service Level Adherence Agent Handle Time
  16. 16. Legacy Software is Disconnected from Customers Your customers are social and mobile……. …but legacy software isn’t
  17. 17. Deliver Amazing Service Everywhere Agent Console Knowledge Base Analytics Agent Collaboration Social Chatter Mobile Mobile Chat Service Cloud Communities Mobile Co-Browsing Salesforce Platform
  18. 18. The Service Cloud for Small Business Simple ∙ Social ∙ Mobile Salesforce Platform Social Support Business Insights Mobile Access Simple Setup Case Management Self- Service
  19. 19. Market Leaders Market Leadership Product Leadership Customer Leadership Leader Customer Engagement Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader #1 Case Management #1 Web Support
  20. 20. Helping Customers Succeed Across All Metrics +37% Source: Customer Relationship Survey conducted March 2013, by an independent third- party,ConfirmitInc., on 5,200+ customers randomly selected. Response sizes per question vary. Decrease in Support Costs +35% Agent Productivity +40% +41% Customer Retention +34% First Call Resolution Increased customer satisfaction
  21. 21. Paul Baptist Lead Sales Engineer Micah Joel Principal Sales Engineer
  22. 22. Paul Appleby EVP, Service Cloud Kate Leighton Director, Customer Service
  23. 23. Be in the Running to Win a FitBit Complete the survey for a chance to win your very own FitBit
  24. 24. Copyright 2013 Duarte Inc. Confidential. Thank You to Our Partner 24
  25. 25. Copyright 2013 Duarte Inc. Confidential. Thank You 25