Best Practices for the Service Cloud

Best Practices in an On-Demand Helpdesk Brad Harrington Senior Product Manager Ross Bauer VP, Product Development

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Our Speakers Today Ross Bauer Vice President, Product Development Brad Harrington Senior Manager, Helpdesk Applications

Complete CRM View of Every Customer Complete CRM Solution Service & Support Use Cases

Plum Benefits Introduction
Leading Provider of Employee Perks Programs
Broad User of Salesforce:
22,000 Corporate Clients Hundreds of Entertainment Events

Challenges With Help Desks Today

Formal and Informal Employee Service Desks Service Agents Employees “ I’ve heard that question a thousand times…” “ That’s on the intranet…” “ John can help you with that…” “ Maternity leave questions…” “ Computer broken…” “ Need software…” “ New employee starting…” “ What’s a 401k?” “ Who do I call?”

Employees Not Satisfied with Helpdesk Results Courteous Help Ability to Reach Staff Promptness of Service Expertise of Staff Timely Resolution Ability to Resolve on First Call Percentage of Respondents Satisfied Neutral Not Satisfied … but only half of employees are satisfied Courteous… Level of Satisfaction with IT Helpdesk Base: 2,138 users in U.S. companies Source: Forrester Research, Inc., “Business Technographics March 2005 United States Technology User Benchmark Study

Isolated Helpdesks Hurt Satisfaction and Increase Costs Difficult to share information across boundaries Traditional Approach to Employee Helpdesks
Challenges :
Fragmented Processes and Data
Can Not Work Across Boundaries
Waste Time for Experts
High Cost of Escalation & Improper Escalation
Example: Hiring a new employee does not trigger processes across departments IT - Hardware IT - Applications Human Resources Finance

The Solution: Employee Service Desk
Greater Employee Satisfaction and Productivity
Reduced Costs
Improved Resolution Time
Consolidated Helpdesk

Employee Service Desk Key Requirements Employee Assets Intelligent Knowledge Base Help Desk Platform Agent Experience Analytics Integration User Security & Sharing Customization Ticket Management/ Escalation Employee Experience Self Service Portal Email Phone Agent Desktop Helpdesk Capabilities

Success with Employee Service Desk

Plum Benefits Deploys Salesforce for Employee Service Desk
Managing employee inquiries and needs was taking too much time!
Employees didn’t know who to contact for help
Poor response times, little visibility
Manual routing of cases, spreadsheets
Outsourcing was not working
Examined on-premise software applications, too expensive
Employees contact central helpdesk, cases routed appropriately
IT (75% of issues)
Employee feedback
Human Resources (Payroll, etc.)
Office Management
Successfully outsourcing 90% of IT
Visibility to helpdesk performance
Significant cost savings
Implementation Time: 2 Days
Before Salesforce After Salesforce

Plum Benefits Achieves Fast ROI
Key Sources of Savings
Significant reduction in coordination time
Save time for experts
Save IT time with On-Demand
Save employees time with single source of service
Outsource IT team arrived onsite prepared to handle issues
Saved individual 3-4 hours per week
770 hours per year total savings
1/3 to ½ cost of having an IT team
Outsourcing also saves time

Best Practices for Employee Service Desks
Create Consistency in Process Resolution
Establish a productive agent environment
Centralize information
Centralize access for employees through a portal
Develop success metrics & use dashboards to monitor
Customize & extend your service desk
Outsource what you can
Best Practice #1 Best Practice #2 Best Practice #3 Best Practice #4 Best Practice #5 Best Practice #6 Best Practice #7

Create Consistency in Process Resolution
Escalations and Routing
Incident Severity
Communication Channels
Incident Closure
Standardization of Resolution Process Best Practice #1 Decide Act Close

Plum Benefits Standard Resolution Process 1 2 3 Best Practice #1

Consistent Communications with Employees Employee Communications Best Practice #1

ITIL is the Standard for IT Management Information Technology Infrastructure Library (ITIL) Framework Configuration Management Incident Management Problem Management Change Management Release Management Service Desk Customers Best Practice #1

Create a Productive Environment for Agents Agent Desktop Best Practice #2 Customized Information Reportable Results

Centralizing Information Speeds Up Resolution Computer Equipment Health Benefits 401k Info Personal Information Payroll and Financial Centralized Employee Asset Management Centralized Knowledge Management IT Solutions Benefits Solutions Accounting Solutions HR Solutions Finance Solutions More complete view of employee Broader access to solutions Centralize Information Best Practice #3

Centralize Access for Employees through Portal View Case Status Log New Cases Find Solutions
Offload High-Cost Channels to Online Self-Service
Faster Resolution with Online Knowledge Base
Let Employees Work on Their Schedule 24x7
Employee Portal Best Practice #4

Measure the Right Metrics for Your Business
Continual Analysis for Improvement
Problems Not Being Resolved Quickly
Escalation Analysis
Root Cause Analysis
Best Practice #5
Tickets submitted by month
Average case duration
Average Response Time
Tickets Closed by Agent
Tickets by Month Closed Tickets by Agent

Use Dashboards to Measure Real Time Status Best Practice #5 Business Users Customize with Clicks Real Time Data Track Key Metrics for Your Business

Let Business Users Customize Best Practice #6
Customize with Clicks not Code
Custom Apps
Custom Layouts
Custom Fields
Custom Workflow
Custom Reports & Dashboards
Customize Anything!
Maintain Customizations through Upgrades Read report on why app availability is #1. Put trust slide next??
Dependant Picklists
Routing Rules
Need some customization specifics from Plum
Task Assignments
Adding new categories

Easy-to-Add Helpdesk Extensions
Help Desk Add-on Applications
Survey
Desktop Management
Help Desk Community Ratings and Reviews Live demo and test drive Install with Clicks
IT Resource Management
Call Scripting
Online Training
Dashboards
Many more…
Best Practice #6

Easy-to-Add Helpdesk Extensions Best Practice #6 Project Management App These help desk items submitted by our users that require long-term development

Outsource Your Non-Competencies Best Practice #7 What Savings IT Administration (90%) Why Limited Resources Lower Cost Many, Simple Incidents IT Infrastructure (100%) Need Fast Results IT Overburdened Lower Cost Limited Internal Expertise Lower Cost 1/3 to ½ cost of having an IT team 770 hours per year savings Engineering (75%) Saved individual 3-4 hours per week

On-Demand Delivers Fast Time-to-Value ROI Time Go Live ~ 12 Months Risk 27 month Breakeven Time Go Live ~ 6 Weeks Value to Customer Source: Gartner, Customer Surveys Risk Client/Server Software ROI 6 month Breakeven

Salesforce.com: Leader in On-Demand Source: IDC, Worldwide On-Demand Customer Relationship Management Applications Market 2004 Vendor Analysis, August 2005, rounded to nearest full percent. Salesforce.com Customer and Subscriber data as of January 31, 2006. 50% 7% All others 14% 7% salesforce.com 18% 4% #2 #3 #4 #5 #1 On-Demand CRM Market Share #1 On-Demand Systems Supplier 24,800 customers 501,000 subscribers Highest Levels of Customer Satisfaction

Special Offer for IT Asset Management + 50% off * Asset Discovery and Management * 50% Off Everdream Asset Discovery and Management expires December 31,2006 Available at www.appexchange.com

Special Offer for Helpdesk Implementation + xx% off * * xxx% Off expires December 31,2006 Call 800-xxx-xxxx

Questions? Ross Bauer Vice President, Product Development [email_address] Brad Harrington Senior Manager, Help Desk Applications [email_address]

Best Practices for the Service Cloud

by Ross Bauer

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