Increase Agent & Sales Productivity with a 360 View of the Customer

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Today’s customer expects personalised, unified conversation across sales, service, and every other interaction with an organisation. Businesses with their Sales & Service teams on a single platform …

Today’s customer expects personalised, unified conversation across sales, service, and every other interaction with an organisation. Businesses with their Sales & Service teams on a single platform are able to achieve a complete, 360 degree view of the customer for more personalised service, drive revenue through cross-upsell, and lower costs by consolidating systems. Join this session to learn more about the advantages of Sales Cloud & Service Cloud together and hear from an amazing customer who’s already reaping the benefits.

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  • Hello everyone! Thank you for joining. My name is Corinne Roberts and I am joined by Sean Alpert, Director of Sales Cloud Marketing. We know we are the last things standing between you and a cocktail, so promise to make this a great session. Rather than listening to us deliver slides, we’re making this session all about the customer. We’ll be joined by three amazing Sales & Service Cloud customers who will share why they chose Salesforce to enable both their service & Sales teams. But first, can I get a show of hands of the sales people in the room? Service? IT?
  • We thought up a couple of questions by role, as a little food for thought. These are some of issues that we’re helping sales, service, and IT people solve by being on the same platform.For sales, it’s all about visibility into their customer’s issues. I think many of us have been there where we try to upsell a customer with a big open case and that opportunity goes nowhere.
  • For service people, the data & activities collected across the company can provide them with deep insights to help deliver personalized service. But how do they unlock those data and insights?
  • And lastly for IT, how do we achieve the most efficient ecosystem of apps and solutions prossible for our employees? Where can we look to consolidate so there’s less IT overheard, cost and headaches?
  • These are questions Sean and I hear all the time and that is what is so exciting about the Salesforce1 Customer Platform. We saw Vivek introduce it this morning. It enables you to connect all your apps, devices, and customer data. But it’s also a single platform so you can unite your sales & service teams into one solution. So there’s one complete view of the customer. Your sales reps can sell smarter. Your service people can deliver personalized data & recognize the most important customers, and IT can consolidate the various solutions your employees are using into one safe, trusted platform. Salesforce1
  • Cherry pick a few:Sales: create cases from anywhere. Focus on selling because of defletion to communitiesService: 360 view enables personalized service; drive revenue with upsell & Cross-sell and seamlessly send those opps to Sales for follow upIT: Consolidate systems, lower costs, reduce training & Onboarding
  • These benefits are translating into real success metrics for our customers. Here are just a few.But the bottom line- increased in CSAT and salesWin Win

Transcript

  • 1. Increase Agent & Sales Productivity with a 360 View of the Customer Sales & Service: Together We Mean Business Sean Alpert Director, Sales Cloud Product Marketing Corinne Roberts Manager, Service Cloud Product Marketing
  • 2. Your Employees Work Together – But Technology Doesn’t Sales How do you ensure your rep never sells to an angry customer? How do you maximise rep selling time? Can your reps easily check a Case’s status?
  • 3. Your Employees Work Together – But Technology Doesn’t Sales Service How do you ensure your rep never sells to an angry customer? How do you maximise rep selling time? Can your reps easily check a Case’s status? What do your agents do when they can’t solve a case? Can your agents identify and create new opportunities for the business? Do your agents know who your top customers are?
  • 4. Your Employees Work Together – But Technology Doesn’t Sales Service IT How do you ensure your rep never sells to an angry customer? How do you maximise rep selling time? Can your reps easily check a Case’s status? What do your agents do when they can’t solve a case? Can your agents identify and create new opportunities for the business? Do your agents know who your top customers are? How many applications do your sales & service teams log into? How much does it cost to maintain multiple systems? How much time do your teams spend compiling reports about the business?
  • 5. The Salesforce1 Customer Platform: Platform to Engage Customers Everywhere Transform your sales, service & marketing Connect all your apps Connect all your devices Connect your customer data Sell Smarter Deliver Personalised Service Reduce IT overhead Service Cloud Sales Cloud
  • 6. Everyone Benefits From Shared Platform Sales Service IT Know customer’s service issues Focus on selling with public communities Source upsell / cross-sell opportunities Generate revenue through loyalty & CSAT Create & monitor Cases from anywhere Engage help outside the support dept Identify new opportunities & drive revenue Deliver personalized service with 360° view Track upsell/cross-sell with real- time analytics System consolidation Lower costs Reduce training & onboarding time Increase user satisfaction
  • 7. Helping Customers Succeed Across Sales & Service +37%increased customer satisfaction +28% increased sales Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third- party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.