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Webinar - Open Universities Australia drives customer satisfaction with

Having a company-wide customer experience strategy is a proven driver of business performance. Yet 47% of Australian organisations don’t have such a strategy in place - and suffer from diminishing agent productivity; delivering poor customer experiences and inconsistent service across channels.

Join our webinar on Thursday, 17th October for a demonstration of the Salesforce Service Cloud and to hear how Open Universities Australia are transforming the service experience for students.

Featuring Nick Rentos, Director, Architecture and IT Strategy of Open Universities Australia, find out how Open Universities Australia are using Salesforce and the Service Cloud to succeed:
+37% customer satisfaction
+34% customer retention
+40% agent productivity
+37% faster case resolution

Register now for the webinar to find out how your business can improve multi-channel service, agent productivity and business insights.

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Webinar - Open Universities Australia drives customer satisfaction with

  1. 1. Webinar Series This Webinar will start at 11:00 AM Open Universities Australia drives customer satisfaction with /salesforceanz @salesforce in/salesforce
  2. 2. Speakers
  3. 3. Listening and asking questions • Audio will be automatically streamed through your computer speakers • You can also listen via your phone. Please see the webinar panel for instructions. • Webinar recording will be made available post event The Questions Panel • Type your question in the space at the bottom • Click on “Send” Type your question here
  4. 4. Connect with Customers to Deliver Amazing Service Everywhere
  5. 5. 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 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 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 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 forwardlooking statements.
  6. 6. #1 in Cloud Computing and CRM Market & Industry Leader #1 #1 #1 #1 Customer Success World’s Most Innovative Company (2011, 2012, 2013) World’s #1 CRM Customer Engagement Centers (2012, 2013) CRM Customer Service +37% Customer Satisfaction
  7. 7. Expectations of Customer Service Have Changed 1980s Phone 1x 1990s 2000s Today Multi-Channel Web Self-service Social Mobile 100x 1,000x 10x
  8. 8. Is Your Service Built for the Social and Mobile Era? Can your customers connect with you anytime, anywhere? Do your agents have tools to respond quickly and make customers happy? Do your managers have the right data to make the best decisions?
  9. 9. Introducing the #1 Customer Service Solution Transform Your Customer Service with Service Cloud Delight Your Customers Everywhere Social Phone & Email Web Selfservice Turn Your Agents into Superheroes Communities Agent Console Knowledge Base Help Your Managers Make Informed Decisions Agent Collaboration Analytics Motivate & Perform Mobile
  10. 10. Delight Your Customers Everywhere Increase satisfied self-service resolutions & build loyalty Meet customers where they are Consistent experience across traditional and social channels Empower customers to help themselves with knowledge Give customers a personalized experience +34%retention Increase in customer Social Phone & Email Web Self-service Communities
  11. 11. Demo
  12. 12. Open Universities Australia Nick Rentos Director Architecture and IT Strategy Terina Stokes Lead Business Analyst
  13. 13. Open Universities Australia • Open Universities Australia is a national leader in online higher education for a reason: our passion for learning. • For over 17 years, Open Universities Australia has opened the doors for students undertaking online higher education or professional development
  14. 14. Major Challenges Students lifestyles demanded better ways to connect Enrolments prioritised quick sales above student success Call centre agents frustrated by unintuitive technology Growth straining the current infrastructure More data and better sharing needed to raise student experience
  15. 15. Approach to transformation Sales cloud helps advisors collect and share meaningful data Service Cloud delivers everything agents need in on one screen Knowledge and prompts guide conversations to best outcome Marketing Cloud delivers social insights to drive marketing direction Chatter a key driver for change management success
  16. 16. Results Shared data now the life blood for trusted student relationships Students calls consistently met by a fully informed advisor Alignment survey indicates huge rise in student advisor satisfaction 97% Chatter adoption right out of the gate Salesforce is a scalable platform for future growth and innovation
  17. 17. Questions? Type your question here
  18. 18. Please provide your feedback when you exit from GoTowebinar