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S A S008 Penekelapati 091907



Full session information and video available on successforce.com.

Full session information and video available on successforce.com.



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S A S008 Penekelapati 091907 Presentation Transcript

  • 1. How Salesforce.com Uses Salesforce Service & Support Track: Support II: Advanced Strategies Radha Penekelapati, salesforce.com Lateef Johnson, salesforce.com
  • 2. Safe Harbor Statement “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward- looking statements including but not limited to statements concerning the potential market for our existing service offerings and future 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. 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. 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. 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.
  • 3. All About salesforce.com The Leader in On-Demand Customer Relationship Management Using Service & Support Functionality for Customer Support, Sales Operations, Internal IT Support, Applied Engineering 200 Support Analysts & Engineers across 6 geographic locations • INDUSTRY: On-Demand • EMPLOYEES: ~2,300 • GEOGRAPHY: Global • # USERS: ~2300 • PRODUCT(S) USED: SFA, Service & Support, AppExchange applications
  • 4. Session Agenda  Discuss the value of Service & Support within an organization  Review three common challenges and the solutions  Discuss the role of integration & automation in support delivery  Discuss the role of key metrics & performance indicators, using salesforce.com service & support analytics  Learn how salesforce.com has customized and scaled to meet the needs of it's growing, on-demand customer base
  • 5. Service & Support - Business Value Challenge Value-Added Partnership Customer Success, Satisfaction, & Value Administration Services Value-Added Services Application Optimization Business Analysis Regression Testing Preventive Premier Services Analysis of Metrics Best Practice Guidance Increased Response Time Reactive Premier Services Increased Access Hours Global Language Support Issue Troubleshooting Basic Support Services Application Support Baseline Support
  • 6. Challenge: Enabling Customer Self-Service  Business Challenge  Rapid growth of customer base, from 100,000 subscribers to  Customer Dependency on over 800,000 subscribers Live Support Interaction  Rapid technology development  Inefficient Creation &  Continuous cycles focused on Maintenance of Content hiring, training, and scaling the  Increased Response & organization Resolution Time  Technology Challenge  Decline in Support Margins  Knowledge ‘silos’ not connected  Content not accessible or navigable to customers
  • 7. Solution: Knowledge Management How did we address the challenge?  Implemented Solution Categories  Implemented Solution Workflow  Implemented Salesforce Content  Enhanced Solution Visibility & Search in Self-Service Portal Result:  Ability to navigate 2,000 solutions in 3 clicks!  Relevant & accurate search results  Time based content management
  • 8. Solution: Self-Service How did we address the challenge?  Connected Help, Solutions, Community, Blogs, and AppExchange in portal  Created key word triggers to promote customer training content in portal  Enabled customer visibility & communication to support inquires in portal Result:  Over 1.4 million portal page views monthly!
  • 9. Challenge: Managing Cross-Functional Escalation  Business Challenge  Rapid growth exceeded  Inefficient Issue Handling & organizational procedures Escalation  Key contributors & skill sets not  Inability to Respond differentiated Appropriately to Customer  Lack of effective engagement Escalations method with cross-functional  Inability to Leverage Technical groups Expertise  Technology Challenge  Wide vs. Deep Product Knowledge  No means to quantify severity of  Decline in Customer issues & escalations Satisfaction  No standardized infrastructure for escalation  No defined tool to capture key escalation information
  • 10. Solution: Customization & Automation How did we address the challenge?  Subject Matter Expert Program + Tiered Support Model  Customized Case Page for Technical Escalation  Implemented Escalation Workflow  Implemented Management Escalation s- control
  • 11. Challenge: Managing Multiple Service Levels  Business Challenge  Rapid Growth in customer base  Inefficient Issue Routing  Increased penetration rates of for Customers revenue generating support  Lack of Management  Varied support commitments Ability to Activate & (SLA’s) to groups of customers Deactivate Customer  Technology Challenge Access  Support Level information not  Support Skill-set Groups connected to call center not Optimized  Limited call center flexibility  Increased Cost per Case  Manual configuration model for customer activation
  • 12. Solution: Specialized Case Management How did we address the challenge?  Organized Basic & Premier Teams  Designated Support Level & Support Analyst per Customer  Implemented Case Queues, Assignment, & Escalation Rules
  • 13. Solution: Service Entitlements How did we address the challenge?  Service Entitlements Program  Implemented Service Entitlement Object  Implemented Designated Support Contacts  Integrated Entitlements with Support Call Center
  • 14. Support Automation Project  Use CTI to integrate Service Entitlements with Call Center  Key Requirements  Drive IPCC call routing based on Service Entitlements Data  Optimize Expertise & Resources with dynamic call routing  Priority route Premier Designated Contacts  Key Benefits  Enable Management control over Support Delivery  Enable Customers to Access Optimal Support Resources Internal Premier Premier Support Support Agent Designated Contact Validate passcode and entitlement ; return routing info salesforce .com Support Cisco Integration Customers Call Center Server Stream Premier Support Premier Support End Users Stream Basic Support Standard Support End Users
  • 15. Managing Through Metrics - Operations Metrics run the business Dashboards make it easy • Enable quick decision making • Get everyone on the same page
  • 16. Managing Through Metrics - Financials ManagingThrough Metrics - Financials  Measuring success  Identifying Opportunities  Getting strategic
  • 17. Solution: Customer Satisfaction How did we address the challenge?  Implemented Clicktools, an AppExchange partner Solution  Created Dashboards as well as Statistical Analysis Tools
  • 18. Solution: Interactive Voice Response (IVR)  Angel.com an AppExchange technology partner Solution  Provided Basic customers with an intelligent and efficient IVR solution, on- demand, in 3 languages  24x7 Solution Search for Common Support Categories
  • 19. Summary of Results  What did we achieve?  Optimization of the Service & Support tools based on defined business processes rather than technical capabilities  Improved support center efficiency, support delivery, & customer satisfaction with simple customization solutions  Decreased operating costs & increased margin with support center automation  Improved renewal rates & premier penetration rates with Service Entitlements visibility  Optimized employee knowledge & increased employee satisfaction with process automation Customer Satisfaction!
  • 20. Imagine it. Learn it. Use it.  How to apply what you’ve learned when you get home • Leverage AppExchange for pre-built applications • Customize salesforce.com using the Apex Platform • Manage through metrics
  • 21. Session Feedback Let us know how we’re doing! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:  Overall rating of the session  Quality of content  Strength of presentation delivery  Relevance of the session to your organization Additionally, please score each individual speaker on: Overall delivery of session We strive to improve, thank you for filling out our survey.
  • 22. QUESTION & ANSWER SESSION Salesforce.com Radha Penekelapati Premier Support Manager Salesforce.com Lateef Johnson Premier Support Manager