Salesforce1 World Tour London:  Telecommunications: The Next Generation Front Office
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Salesforce1 World Tour London: Telecommunications: The Next Generation Front Office

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The communications industry is in transition and operators are seeking closer relationships with both their enterprise and consumer customers. Join your industry peers to learn how salesforce can ...

The communications industry is in transition and operators are seeking closer relationships with both their enterprise and consumer customers. Join your industry peers to learn how salesforce can transform your approach in both B2B and B2C. Hear how one global communications operator is meeting the challenge of enhanced customer expectations.

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    Salesforce1 World Tour London:  Telecommunications: The Next Generation Front Office Salesforce1 World Tour London: Telecommunications: The Next Generation Front Office Presentation Transcript

    • Communications: The Next Generation Front Office Andy Baer Mark Woodward Sunil Prashara SVP Industry Solutions Principal Sales Engineer Director Sales Telecommunications Telecommunications Vodafone Salesforce.com Salesforce.com
    • 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 any litigation, risks associated with completed and any 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-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These 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.
    • The Next Phase of Telco Billions of Calls Terminal Millions of Calls LTE Cloud Social . Mobile . Community . Connected Trillions of Transactions
    • Customers Want … Simple & Easy Value-Add
    • WFM Billing 1 Billing 1Billing Systems Order Mgt Order MgtOrder Mgt Systems Trouble Ticketing WFM Activity Management Knowledge BaseOffer Engine Activation .COM Knowledge Base Installation Tools Activity Management Leads Order Rework Team Order Rekey Team Orders Order Rework Team Field Techs Direct Sales .COM Product Catalog Activation POS Retail Contract Inventory Self Service .COM Call Center Agent The Disconnected Front Office
    • The Next-Gen Front Office Customer as an Individual Proactive and Predictive Right Message/Offer/ Value for Each Segment/Industry Seamless Across Channels Simple, Intuitive Agent Experience Always Have Customer Context Create Value & Insights for the Customer Promote Collaboration Focus on Online & Mobile Self-Care
    • Financial Services Banking Wealth Mgmt Insurance Comms / Media Communications Media Auto / MFG OEMs Dealers Suppliers Retail / CP Retail & Fashion Consumer Packaged Goods Public Sector Federal State/Local Healthcare Payers / Providers Pharma Med Device Industries 6 overall IBU FY15 Focus Key Account Support Solution Development Industry
    • From Products to Solutions An industry solution is designed to… •  Talk to the customer in their terms •  Address the customer challenge •  Craft a strategic opportunity to address the challenge •  Be proven based on past deployments •  Provide credibility •  Provide baseline assets
    • What is an Industry Solution? •  Conversation Starter Presentation •  Customer References •  Discovery Questions •  Business Processes •  Value Model •  Architecture •  Customer Journey Map •  Partner Heatmap •  Demo and Use Cases •  Competitive Insight •  Solution Bill of Materials •  Campaign & Event Support •  Solution Deal Support
    • The Next-Gen Front Office Customer as an Individual Proactive and Predictive Right Message/Offer/ Value for Each Segment/Industry Seamless Across Channels Simple, Intuitive Agent Experience Always Have Customer Context Create Value & Insights for the Customer Promote Collaboration Focus on Online & Mobile Self-Care
    • Mobile AppsCommunitieseCareSocial CareSelf Service .COM Field TechsCall CentersMDUDirect Sales Indirect Channel Salesforce is a Platform of Engagement Optimized for Transaction Processing Systems of RECORD Platform of ENGAGEMENT Optimized for Front Office Interactions ProvisioningBilling ServiceabilityTN Mgt Service Assurance Product Master WFMOrder Mgt Retail
    • Salesforce Communications Solutions Connected Customer •  Productivity •  Order Accuracy •  Collaboration •  Unified Process Subscriber Ordering and Service B2B Sales and Service •  Create automated event-based treatments •  1:1 experience across all channels
    • Consider Your Environment
    • Work on Your Customer’s Timeline
    • Add Intelligence Along with Scale
    • Add Intelligence Along with Scale
    • Add Intelligence Along with Scale
    • Add Intelligence Along with Scale
    • Listen . . . REALLY Listen
    • Connected Customer Demonstration
    • Enquiry ConsoleTablet – Direct / In StorePredictive Intelligence Next Best Action Web Store CommunityEmailSocialMobileProduct Stadium Connected Customer / Omni-Channel
    • Subscriber Ordering Demonstration
    • Communications Solution: Subscriber Ordering and Service Single Agent and Employee Portal Across Ordering, Billing, and Troubles Mobile Web SocialResellers Communications Operators Have Achieved 31% Higher Customer Retention and 28% Increased Cross-Selling with salesforce.com Agent Productivity Call Handling Times & FCR Training & Ramp-Up Order Error/Fallout Rate Customer Satisfaction/NPS Call Deflection/Lower Cost to Serve Channel Maintenance Cost Order Rekey/Fallout Rate 1 Seamless Service Experience in Unassisted & Alternate Channels2
    • All about Vodafone Vodafone provides a range of mobile telecommunications services, including voice and data communications. The company has equity interests and partner networks in nearly 30 countries with most of its mobile subsidiaries operating principally under the brand name Vodafone.   1 Vodafone programme to deliver a unified sales method   Change from transactional model to executive engagement   Global transformation drove the need for a single tool
    • Sunil Prashara Sales Operations & Channel Director Vodafone Global Enterprise
    • Communications Asset Strategy Customer Examples Customer Journey Maps TMForum Mapping Architecture BSS Integration Patterns
    • Transforming the Communications Customer Experience The Next-Gen Front Office Simple, Easy, Value-Add, Delight, Differentiate, Individual Key Takeaways 1 2 3
    • Questions