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These slides were presented during a salesforce.com UK webinar on March 20th 2014. ...

These slides were presented during a salesforce.com UK webinar on March 20th 2014.

Find out how you can achieve your customer service goals with the #1 customer service application from salesforce.com. Listen to our recorded webcast with Truphone, to find out how Service Cloud can help your business stay better connected to your customers: https://www.salesforce.com/uk/form/webinar/2014/service-webinar-20-03.jsp.

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    Customer Service for a Connected World Webinar Slides Customer Service for a Connected World Webinar Slides Presentation Transcript

    • Customer Service for a Connected World Ryan Reid Regional Vice President, Commercial Sales UK&I Achieve your customer service goals with Service Cloud, the #1 customer service application
    • Agenda & Speakers • Introduction to Service Cloud - Ryan Reid, RVP Commercial Sales UK&I, salesforce.com • How we use Salesforce - Colin Windsor, CIO & COO, Truphone • Service Cloud Demo - Stephen Hurst, Principal Sales Engineer, salesforce.com Questions: • Questions box in on the right of the screen or on Twitter #servicecloud
    • 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 salesforce.com, 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 product or service availability, 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, new products and services, 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, the outcome of intellectual property and other litigation, 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 non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2013. This documents and others containing important disclosures 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 presentations, 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
    • Service Everywhere with the Service Cloud
    • Can You Deliver Service at the Speed of Now? Can your customers connect with you anytime, anywhere? Do your agents have tools to effectively engage customers? Do your managers have the right data to make the best decisions?
    • The World’s #1 Customer Service Solution Agent Collaboration Motivate & PerformSocial Deliver Service at the Speed of Now with Service Cloud Delight Your Customers Everywhere Turn Your Agents into Superheroes Help Your Managers Make Informed Decisions Phone & Email Communities Agent Console Knowledge Base AnalyticsMobileMobile Self- service
    • Decrease in Support Costs 35% +37% Customer Retention +34% Faster Case Resolution Grow Customer Satisfaction Across Every Major Metric Agent Productivity +40% 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. +37% Customer Satisfaction
    • Power Every Customer Service Interaction Social Customer Service Social Contact Center Self-Service Communities
    • Service Cloud Powers the Social Contact Center Improved Agent Productivity  Reduced Cost  Higher Customer Satisfaction Service Cloud Console Analytic s Agent Console Collaboration Knowledg e Social Profile Multi- Channel Social Case Management Workflow Business Rules
    • Service Cloud Powers Self-Service Communities Company and community knowledge  Instant help with Live Agent  Self-service Communities  Mobile Access Collaboration Self-Service Communities Knowledg e Social Profile Partner Service Mobile Access
    • Service Cloud Powers the Social Conversation Monitor social conversations  Integrated with cases and knowledge  Prioritize social influencers and analyze trends Collaboration Communities Social Monitoring Knowledg e Social Profile Multi- Channel Sentiment Monitoring
    • Truphone & Salesforce A mobile network built for international communications COO/CIO UK: +44 7408 880 438 AU: +61 481 490 438 DE: + 49 1529 001 0438 ES: +34 668 100 438 HK: +852 5149 1438 NL: +31 629 700 438 PL: + 48 732 401 438 US: +1 302 504 8231 Email: colin.windsor@truphone.com Colin Windsor 6 Hays Lane, London, SE1 2HB, United Kingdom
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 What’s wrong with international mobile today? Why do you have to roam? Why can’t you get a global mobile service? Be treated as a local everywhere? EU Roaming trend Natural behaviour Country trend* Natural behaviour Opportunity Gap 70% Suffer high charges** 40% Spend over $1,000 pcm 48% Lose productivity * Informa **CCMI 2013 2
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 1. Bring international contacts closer together improve communications 2. Increase productivity reduce costs, increase performance 3. Provide an unparalleled global service experience increase quality At Truphone, we’ve built a global mobile network without country borders. We have re-designed how a ‘global mobile network and service ’ should be created Unlike other networks which are designed to perform in one country, our global infrastructure and technology innovations are specifically designed to serve the needs of international businesses, providing three key benefits: What do we do - Truphone 3
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 1. Bring international contacts together – Simply give business contacts local numbers to reach you on so they can phone you at local rates wherever you are. – Patented Smart Caller ID always displays your local number when you call your contacts. – Increases the number of calls you make and receive. – Local numbers currently available for every country, within the Truphone Zone – Increased revenue – Reduced risks Multiple international numbers & a single voicemail service, all on one SIM 4
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 2. Increase productivity – Voice, text and data bundles treat all Truphone countries as a single territory and can be shared across a company. – No long distance or roaming charges in the Zone mean you can collaborate and share data more easily across teams and countries. – Make better, more informed business decisions faster. – Simple regional structure for international tariffs – eliminates bill shock by providing certainty. – Peace of mind for IT departments back home Use your phone exactly as you would at home, when you travel in the Truphone Zone 5
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 3. Unrivalled global service experience – Dedicated business-class support, around the world, 24/7 and in multiple languages – Within the Truphone Zone, get support – or a new phone – fast in an emergency – Designed to be ‘inspirational’ – Continuous monitoring of our global network performance, simulating and resolving issues before they even occur. – Single global contract, single bill, global admin portal A truly global experience 6
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 Why Salesforce – Born Global – Truphone is born global - the need to implement a global solution from day zero – Speed to market – that solution to cover marketing and sales and service and to provide as much ‘out of the box’ – The need to have a ‘single customer view’ – To facilitate global collaboration through the tool – both sales and service – ‘To make it easy’ – we had too much to do with ‘building the network, the billing system etc.’ 7
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 Who uses salesforce 90% of the organisation use salesforce – it orchestrates our two main processes of Lead 2 Cash and Trouble 2 Resolve Sales Cloud Service Cloud – Web to lead functionality allows us to capture business prospects direct into sales cloud – Complex sales processes automated in salesforce – Approval processes and workflow rules has enabled out business to work together more efficiently and globally – Custom product and quoting engine – Fully integrated with the back office systems (BSS) , IVR – salesforce is the ‘front end’ for sales, orders and provisioning – Cell and tablet (‘quote on the go’) compatible – One front end for the organisation – Monitors the Lead to Cash process – Service – one solution across the globe that unites the service organisation to deliver service to the customer – In use by Service Delivery Managers (client orientated) , Global Customer Service (Multilanguage, Multicountry), The operations centre, third and fourth line support orgs – Understanding of where any case is at, management of the queues at every stage of the process to drive more efficiency – dashboards – world class service org – Ability to respond and to service the customer – globally – SLAs and KPIs – Ability to analyse what is actually happening – Chatter used to connect people – Monitors the Trouble to Resolve process 8
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 Service Overview Service Cloud IVR Email Customer ServicesRequest Incident All Operational Teams Chatter Problem Go2CRM plugin to Jira Casedata Sales Integration allows customer recognition and automatic case creation Many to one relationships created to allow all Operational teams to work on cases at a level relevant to them Sales Cloud users can subscribe to accounts to be alerted on faults raised Build a case team, add comments on actions taken Synchronisation with development tickets for bugs AppStore SMS –Outages Messages Workit - Time tracking KPIs Reporting Apps used to improve time tracking of agents and add SMS outbound comms for outages All processes fully measured and tracked with dashboards and trend reporting 9
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 Truphone Operational Model Global Customer Service (multi lingual) Tru Operations Centre (Portugal) Networks & Devices SUPPLIER/PARTNER Systems CUSTOMER Supplier Outage & Change Reports OSS LEVEL 1 Customer Management (24/7) LEVEL 2 Service Management (24/7) LEVEL 3 Operate & Maintain (Call-Out) Change Management Notifications LEVEL 4 Design & Build (GMT Wk Hrs) Country Delivery Outage Notifications 10
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 ? ?? Propensity to Contact * Net Promoter Score SLA Success Rate First Contact Resolution ? 79% 76% 74% 76% 75% 74% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Sep Oct Nov Dec Jan Feb 0.00 0.10 0.20 0.30 0.40 0.50 Sept Oct Nov Dec Jan Feb B2B Billing General Incident Provision 0.00 0.10 0.20 0.30 0.40 0.50 Sept Oct Nov Dec Jan Feb B2C Billing General Incident Provision 49% 67% 42% 52% 26% 42% 58% 31% 67% 52% 65% 63% 26% 36% 40% 49% 56% 0% 10% 20% 30% 40% 50% 60% 70% 80% Sep Oct Nov Dec Jan Feb B2B B2C SDM 86% 84% 85% 87% 89% 89% 98% 91% 89% 92% 91% 94% 75% 80% 85% 90% 95% 100% Sep Oct Nov Dec Jan feb B2B B2C 80% 88% 86% 88% 94% 94% 94% 95% 93% 94% 95% 96% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% 105% Sept Oct Nov Dec Jan Feb B2B B2C Percentage of Calls Answered Extensive KPIs 11
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 Salesforce concurs with our philosophy –One Global Business –One Global Platform –One International Marketplace 12
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 – Born Global – it was a global system from day zero – concurrence around the world – understanding the magnitude of the change management that needed to take place – Salesforce/Service Cloud Expertise – finding people with the appropriate expertise – We were growing fast – therefore caused our own organisational challenges – Over 90% of employees use Salesforce.com but adoption is always a problem – “If it’s not in Salesforce, it didn’t happen” approach is required Challenges 13
    • © 2014 Truphone Limited. All Rights Reserved.25 March 2014 – One totally integrated service experience across the world – Complete oversight of that experience – through the entire lifecycle of trouble to resolve – Proactive and automated monitoring and alerts – Knowledge and experience sharing – through knowledge base or through communities (Chatter) – Information to continually improve – KPIs, Dashboards What has service cloud delivered to us and our customers 14
    • Enabling People To Stay Connected. Globally COO/CIO UK: +44 7408 880 438 AU: +61 481 490 438 DE: + 49 1529 001 0438 ES: +34 668 100 438 HK: +852 5149 1438 NL: +31 629 700 438 PL: + 48 732 401 438 US: +1 302 504 8231 Email: colin.windsor@truphone.com Colin Windsor 6 Hays Lane, London, SE1 2HB, United Kingdom
    • Want to find out more? • If you are already a Salesforce customer, then please speak to your AE for follow up • Or visit our Salesforce1 Service Cloud page: http://bit.ly/1g8pJut • View previous webinar recordings and sign up for upcoming sessions: http://www.salesforce.com/uk/events/webinars/
    • Thank you!