S A S001 Martin 091707

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  • S A S001 Martin 091707

    1. 1. John Ball Vice President Service and Support Product Line Track: Service and Support Keynote
    2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements including but not limited to statements regarding our expected future revenue, GAAP diluted earnings per share, expected tax rate, anticipated shares outstanding,and concerning the potential market for our existing service offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2007. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    3. 3. What’s Happening at Dreamforce <ul><li>Hear first hand from customers about best practices : </li></ul><ul><li>Track Support I: Becoming Customer-Centric </li></ul><ul><li>Track Support II: Advanced Strategies </li></ul>
    4. 4. What’s Happening at Dreamforce <ul><li>Campground </li></ul><ul><ul><li>Call Center booth </li></ul></ul><ul><ul><li>Customer Portal Booth </li></ul></ul><ul><ul><li>Win an i-Phone! </li></ul></ul><ul><li>Schedule one-on-one with product team </li></ul><ul><li>Service and Support Party </li></ul><ul><ul><li>Tuesday 9/18 at 6:30 pm </li></ul></ul>
    5. 5. Welcome
    6. 6. The world is changing…
    7. 7. Over 70M blogs created 120,000 new blogs created/day 1.5 million posts/day Every voice is now heard 2003 2004 2006 2007 2M 70M 28M Number of Blogs Tracked 2005
    8. 8. Over 100 Million Users on MySpace Individuals are more connected than ever
    9. 9. People are tapping into collective wisdom
    10. 10. What does this mean for Customer Service?
    11. 11. Self-Service has Become a Way of Life 80% of British Airways short haul passengers at Heathrow never have to stand in long check-in lines Offline and Online
    12. 12. Self-Service is the Fastest Growing Customer Interaction Channel 0 10 20 30 40 50 60 Percent of Contacts Internal Call Center Outsourced Call Center Self-Service 2006 2009 Contact volumes increasing 8% per year
    13. 13. Customers are Connecting with their Peers
    14. 14. Individuals Have a Stronger Voice 1M+ visitors on YouTube saw a cable technician asleep on a customer’s couch holding for the company call center Your brand can be destroyed with a single click
    15. 15. But, your old problems remain… In fact they are getting worse… % of companies who believe they are serving their customers well 80% % of their customers who agree 8% Source: Bain & Company
    16. 16. Traditional Software is Often Obsolete by the Time it is Deployed Kick off Requirements gathering 3 months Customization & development 9-12 months Testing User acceptance Go live Business requirements have changed 18 months 6 months Now you are stuck
    17. 17. Go Live Faster than Traditional Solutions Can Even Be Designed with Requirements gathering Days Customization in days Go live Weeks Customize in hours Customize in hours “ It took one person less than a week to customize, brand, and fully deploy the Salesforce Customer Portal in production”. Mark Silber ,
    18. 18. Deployments in 1 to 3 Months on Average 3.5 months 1.5 months <3 months 3 months 3.5 months 3 months 1 month 1.5 months <1 month 3 months 2 months 1.5 months 3 months 2 months 2 months 2.5 months <2 months <1 month <2 months 3 months
    19. 19. Next Generation of Customer Self-Service <ul><li>Personalized Experience </li></ul><ul><li>Powerful Self-Service </li></ul><ul><li>Create and Share Custom Apps </li></ul><ul><li>Expose AppExchange Applications </li></ul><ul><li>Customize with Clicks and/or Apex </li></ul>
    20. 20. <ul><li>Single view of customer interactions across channels </li></ul><ul><li>Full customer history from marketing & sales to support </li></ul><ul><li>Deliver promised levels of service through entitlements </li></ul><ul><li>Make customers more successful by suggesting additional products/services </li></ul><ul><li>Turn any browser into a call center desktop </li></ul><ul><li>Blazingly fast & easy to use </li></ul><ul><li>Single click access to all the right information </li></ul><ul><li>Soft-phone that works with 80+ telephony platforms </li></ul><ul><li>Respond faster with call- scripting, click-to-dial, screen- pops, and call logs </li></ul><ul><li>Stay on top of customer SLAs to ensure on-time resolution </li></ul><ul><li>Optimize agent workload & performance </li></ul><ul><li>Manage telephony and support metrics to improve customer experience </li></ul><ul><li>Create reports and dashboard with a few clicks </li></ul>Award Winning On-Demand Call Center 360 Degree Customer View Integrated Agent Desktop Reports and Dashboards
    21. 21. Customer Service for the Web 2.0 World Empower your agents to Delight Customers Turn Customers into Evangelists Get up and running in weeks with on-demand David Corken Operations Director, Cars.com <ul><li>“ Salesforce Service and Support moves at the speed of our fast growing business. </li></ul><ul><ul><ul><li>We can tweak the system and create new customer processes within hours </li></ul></ul></ul><ul><ul><ul><li>and days instead of months and quarters.” </li></ul></ul></ul>
    22. 22. Qualcomm has standardized on Salesforce.com <ul><li>Standardized on Salesforce across all divisions </li></ul><ul><li>Rolled out Salesforce Call Center across 4 major divisions </li></ul><ul><li>Salesforce Customer Portal used by 2000+ users for customer self-service </li></ul><ul><li>Salesforce Call Center used by over 500 Customer Service agents </li></ul><ul><li>Deployment lengths vary from 1 week to 4 months </li></ul>
    23. 23. Corporate Express is Using <ul><li>1,300 Support Users of Case Management </li></ul><ul><li>Create over 50,000 cases per month which are tracked and analyzed for trends and root cause identification </li></ul><ul><li>Over 1,200 assignment rules, escalations, notifications, and approvals </li></ul>“ Case Management allows Corporate Express to manage workflow across multiple sites, measure performance, analyze trends, and identify root cause.”
    24. 24. Join us for Cocktails and Appetizers And Win an iPhone Tuesday September 18th at 6:30 pm TWO San Francisco

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