Salesforce Service Cloud Keynote - Melbourne and Sydney


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Keynote deck from the Salesforce Service Cloud events in Melbourne (September 4th) and Sydney (September 5th).

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  • So how do you connect with customers when they are everywhere? Your business solutions need to connect you to your customers no matter what channel they’re on. You need to become a customer company.
  • A Customer Company is:Cloud: Customer companies want the benefit of cloud computing solutions - fast time to market, low total cost of ownership, and high rate of customer successSocial: With 4.5 billion (aggregate) people connected to social networks today, social has become the new way for sharing what we are doing and what we care about in our personal lives. And for businesses, there are over 150 million daily conversions happening that are related to products and companies. People are talking about your products and your company. Your brand is now the sum of conversations about it. You need to be able to connect with these customers.Open: 50% of transactions are through our API. Having an open API allows companies to develop solutions to fit their needs.1:1 – know your customers across all touchpoints and deliver personalized messagingMobile: how people connect and interact is changing, too. People aren’t accessing those social networks on their desktops. Today, people use touch apps to access what they need. Touch apps makes it easy and intuitive to find information literally at the swipe of a finger. And every mobile device is location-enabled. It revolutionizes how companies can interact with customers. By using this technology, companies can know exactly where their customers are at any given time if they are using your mobile apps. Smart companies use mobile apps to deliver targeted promotions to customers and relevant information to employees at the right time.
  • Lets take a look at how customer service is evolvingNo longer is customer service only the concern for the VP of Service and the CIO. Now the CMO is a key stakeholder and influencer in the customer service experience, andThat the single most important metric amongst customer service organizations today is customer satisfaction. Forrester research and Salesforce joined forces and performed a primary research project that showed that 89% of customer service organizations said that customer satisfaction was far an away the most important metric.
  • Legacy software is disconnected from the mobile experience. Your customers are mobile, so they are using tons of different tablets and smartphones with all kinds of different form factors, and your legacy software wasn’t built for mobile.It was built with the agent in mind, not the customer. And what this has resulted in is…
  • Today, we are so excited to announce Service Cloud Mobile.
  • Salesforce Service Cloud Keynote - Melbourne and Sydney

    1. 1. Transformational Customer Service for the Social, Mobile Era Paul Appleby EVP, Service Cloud
    2. 2. 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 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, 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, risks associated with 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 our most recent fiscal quarter. This document and others 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 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 forward-looking statements.
    3. 3. *30% revenue growth year-over-year in constant currency. 30%+ Growth Driven by Customer Success $893M Q1 Revenue
    4. 4. 1% Time Equity Product 500,000+ Hours Service 18,000 Non-profit organizations $50 M+ Grants
    5. 5. Third Wave of Computing: “Internet of Things” 1,000s 1,000,000s Mainframe Server Cloud 1,000,000,000s Terminal Client Devices Products SNA LAN/WAN LTE
    6. 6. Your Friends Your Schedule Your Bank Your Car Your Company Your Concierge Your Activity Your Files Your Camera Your News Your Bookstore Your Map Your Notes Your Wallet Your Music Your Utilities* Source : Qualcomm, IBM Every Consumer Is Now A Customer. 5 Billion Smartphones
    7. 7. How Do You Connect with Customers When They Are Everywhere? Email Apps Social Web SMS StoreProducts TV
    8. 8. A Customer Company is... Social Open 1:1 Cloud Mobile
    9. 9. Dr. Catriona Wallace
    10. 10. Larry Robinson Vice President, Product Management Service Cloud
    11. 11. The Evolution of Customer Service 100x1x 1,000x10x 1980s Phone Today Mobile1990s Multi-Channel 2000s Social
    12. 12. Your Customers Are More Mobile Than Ever Tablets Smartphones Laptops Desktop 1.8 Billion Mobile Devices by 2014 2006 2010 2014E 2007 2008 2009 2011 2012 2013E
    13. 13. Conversations Are Exploding 340 million tweets/day 2.7 billion Facebook posts/day Billions of blogs & communities
    14. 14. Unfortunately, Most Companies Not Responding Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” Twitter Complaints Not Answered 71% Facebook Brand Posts Not Answered 95% 88 percent of people unlikely to buy from brands that ignore their complaints online. “ “
    15. 15. Surveys Confirm CSAT Is More Important Than Ever Source: “The Future of Customer Service.” Forrester Consulting commissioned by, July 2012. VP Customer Service CMO CIO 92%Customer Satisfaction First Contact Resolution Average Speed of Answer Service Level Adherence Agent Handle Time
    16. 16. Legacy Software is Disconnected from Customers Your customers are social and mobile……. …but legacy software isn’t
    17. 17. Deliver Amazing Service Everywhere Agent Console Knowledge Base Analytics Agent Collaboration Social Chatter Mobile Mobile Chat Service Cloud Communities Mobile Co-Browsing Salesforce Platform
    18. 18. The Service Cloud for Small Business Simple ∙ Social ∙ Mobile Salesforce Platform Social Support Business Insights Mobile Access Simple Setup Case Management Self- Service
    19. 19. Market Leaders Market Leadership Product Leadership Customer Leadership Leader Customer Engagement Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader #1 Case Management #1 Web Support
    20. 20. Helping Customers Succeed Across All Metrics +37% Source: Customer Relationship Survey conducted March 2013, by an independent third- party,ConfirmitInc., on 5,200+ customers randomly selected. Response sizes per question vary. Decrease in Support Costs +35% Agent Productivity +40% +41% Customer Retention +34% First Call Resolution Increased customer satisfaction
    21. 21. Paul Baptist Lead Sales Engineer Micah Joel Principal Sales Engineer
    22. 22. Paul Appleby EVP, Service Cloud Kate Leighton Director, Customer Service
    23. 23. Be in the Running to Win a FitBit Complete the survey for a chance to win your very own FitBit
    24. 24. Copyright 2013 Duarte Inc. Confidential. Thank You to Our Partner 24
    25. 25. Copyright 2013 Duarte Inc. Confidential. Thank You 25