Webinar Communities + Service Cloud


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See you how you can connect your customers, partners, and employees in a whole new way using Salesforce Communities and the Service Cloud

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  • Before I begin, I want to mention that SFDC is a publicly traded software company listed on the NYSE under the ticker symbol of CRM.  This is our safe harbor statement which if you cannot read, you can find on our website.  
  • Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the #1 enterprise cloud computing vendor according to IDC and Gartner.And while we’re excited about our business momentum, our ongoing focus is grounded on a firm commitment to innovation and leadership. This is why in addition to being pleased with industry analyst recognition from IDC and Gartner, we’re particularly excited to be cited by Forbes Magazine as the world’s most innovative company for two years in a row.
  • This slide is designed to discuss the pertinent issues at hand with your customer. Connected CustomersHow do you create a service experience that’s better than what your personnel resources might dictate? How do you make sure your agents focus on strategic initiatives rather than tactical work? How do you provide self-service for customers without compromising the quality of their experience?How do you engage with prospects in new and innovative ways? How do you turn customers into advocates, promoting your company in ways that could eclipse even the best marketing campaign?Connected EmployeesHow do employees dig through the vast amount of information contained within your organization, quickly discovering what they need to do their jobs efficiently?How do your employees collaborate? Through email? Through redundant and lengthy meetings? Do your collaboration tools allow for projects and initiatives to be completed successfully in a timely manner? Connected PartnersHow do you educate partners to sell as effectively as possible? How long does on-boarding take? Is communication done through periodic, static updates? Is there a process to maintain continuous alignment?Does your channel sales team sell at the same level of efficiency as your direct sales force? Do they have the same win rate? How do you give them access to the best information, knowledge, and expertise in order to win deals? Do you think there’s room for improvement for your partners to win more deals, faster?
  • An organization of disconnected employees, customers, and partners faces consequences:Weakened Distribution: Businesses rely on channel partners and resellers to drive sales, yet often don’t enable or engage with them to the same degree as their direct sales team.  This inherent level of disconnection results in partners relying on periodic, one-way communication and sales assets that are out of date or irrelevant.  To top it off, partners are without a voice, lacking the ability to collaborate with employees on deals and give their input in enablement processes. Limited Customer Service: Poor customer support experiences have a direct impact on business retention. Tools used to improve customer service often have the opposite effect.  Existing customer portals lack interactive elements and leave customers confused and frustrated.  On the other hand, discussion forums lack structure and process, with no business action resulting from conversation. Businesses are faced with a limited support staff that can only do so much, weak online options, and the prospect of customer churn if service is sub-par.Off-target Marketing: With the advent of social technology, there’s no excuse for marketing to ever be a one-way conversation.  Yet many campaigns, corporate websites, and event pages are static and non-interactive in nature.  Furthermore, marketing teams engage in ineffective processes with key agencies and distributors, resulting in periods of stagnation and wasted time. Marketing teams constantly strive to engage with prospects in ways that strengthen brand perception and can ultimately convert them to opportunities with strong conversion rates.   
  •  Unfortunately, companies struggle to use existing tools to connect. Many organizations try to engage with customers and partners using either rigid portals that don’t enable collaboration, or discussion forums that are completely detached from business operations. The modern consumer is frustrated by the obvious shortcomings of these outdated technologies. Portals: If things go smoothly, portals can be a reasonable solution. But challenges arise when there are kinks in the process. Who do they go to? Do they have to make a call and then go through a tedious waiting process or send an email and wait without knowing when they’ll get a response?Social Point Solutions:
  • Salesforce Communities re-imagines every business touch point, connecting your business data with the power of social in a single experience.  Salesforce Communities lets you rapidly deploy a best-in-class solution with all the benefits of the most trusted cloud computing platform in the marketplace.The versatile community platform can be leveraged to create engaging communities for sales, service, marketing, or any experience you desire.For Sales:Joint marketing with partners and team selling methods through collaboration.Partner recruitment and education (on-boarding)Deal management through all stages of the lead lifecycleFor Service:Efficient self-service that still provides a high-quality service experience, through harnessing customer expertise.Agent collaboration resolves cases faster when issues need to be escalated.Premium communities allow for an efficient yet interactive experience with experts throughout your company for customers that require the white-glove treatment.For Marketing:Maintain global alignment and consistency of marketing campaigns. Manage manage campaigns from kickoff to completion. Manage a robust agency network in a centralized setting (pr firms, creative agencies, seo firms, etc.)Engage with prospects in innovative ways, while turning customers into brand advocates. For any experience:Products can inform owners of service needs (toyota friend), while service providers can schedule appointments right within the community.Engage customers as co-creators by developing ideas generated within a community.Render traditional intranets obsolete by creating a dynamic experience where content discovery is combined with collaboration throughout your organization.
  • Salesforce Communities is the only community platform that combines the power of social with mobile participation, trusted security and direct connection to business processes.Salesforce Communities is an online platform that enables rich collaboration between employees, customers, partners, suppliers and distributors. Organizations can create fully branded public or private communities and directly connect members with each other as well as with relevant content, data and business processes. Salesforce’s Social Intelligence technology recommends relevant topics, business data, groups, and experts to connect with. Business Process Integration: members can create and collaborate on support cases, sales opportunities or campaigns from within the community.Social Collaboration: members can interact, collaborate on goals and form groups to support their interests.Branding/Customization: companies can design their community to match their brand and website look and feel.  Content and navigation structure is highly customizable.Mobility: members can access the community from any device, anywhereSocial Intelligence: relevant content and resources are suggested to each member based on their interests and behavior.Security & Scalability: leveraging the trusted Salesforce platform, all data and member information is always safe -- no matter how many members you have 
  • Salesforce allows you to host multiple communities for your specific needs on a single platform. This means your internal employees as well as external stakeholders can belong to multiple communities, and seamlessly toggle between them with a single user interface. Important updates on business data, such as leads or support cases, are presented to relevant members on every community they belong to in order to ensure visibility. Role-based sharing helps to restrict data and member visibility based on access levels.
  • Become a Customer Company with Salesforce Communities and improve functions across your business. Maximize Sales Reach: Communities provides a secure environment for partners to manage leads and deals, while empowering them to work more closely with channel managers and collaborate on deals. Community participation increases product and industry knowledge while exposing best practices. The result is a higher channel win rate, increased velocity in partner-driven deals, and increased partner engagement.   Provide Stellar Service: Communities enables businesses to provide a range of stellar customer service experiences, whether it’s an efficient self-service community or a high touch white-glove community for customers with premium support plans.  The results are faster case resolution, reduced support calls, and overall improvement in customer satisfaction.Drive Marketing Impact: Communities transforms marketing outreach and campaign management through its versatile platform.  Employees and brand advocates engage with prospects in new ways, driving conversion and strengthening the perception of a brand.  Companies can pool the knowledge of employee experts and external agencies to develop successful campaigns.  The results are higher conversion rates for marketing initiatives and increased ROI.Salesforce Communities re-imagines every business touch point, connecting your business data with the power of social in a single experience.  Salesforce Communities lets you rapidly deploy a best-in-class solution with all the benefits of the most trusted cloud computing platform in the marketplace.
  • HP was an early customer of Salesforce Chatter, adopting the platform more than two years ago to help its internal sales team to  collaborate and answer customer questions. In fact, HP has very publicly bought into almost every aspect of the Salesforce.com ecosystem over the last 4 years, including their CRM, Service Cloud, Sites, and Force.com platform-as-a-service (PaaS) offerings. So while various social solutions from other vendors, including Jive, were considered, Salesforce Communities was HP's only truly viable route to integrating partners deeper into the social fold. Within the next six months, HP plans to extend Chatter Communities to up to 25 of its 5,000 partners. And it's a natural extension, with Salesforce Communities providing HP with the final piece of the puzzle for leveraging the social enterprise as a complete business strategy. Large distributors like Ingram Micro and Tech Data get access to a formal partner portal that resembles what your HMO or car insurance company may use: Mountains of content, organized like a library, hidden behind drop-down menus and many clicks away. That kind of one-sided flow of information works great for partners who have a lot going on and only need to get their information and get out. But HP's smaller partners, including managed services providers and systems integrators, want to have a conversation and collaborate on their solutions. That's where Salesforce comes in: HP can send their partners an invitation to their community, and they're off to the races. Questions can be asked and answered in real time, with the most useful information voted to the top of threads. See full article: http://www.citeworld.com/social/21940/salesforce-chatter-communities-hp
  • Canto is in the business of selling digital asset management software for more than 20 years. How are they using Communities?Canto has created a robust Community including leads, accounts, contacts, opportunities, cases, entitlements, articles, ideas, chatter, and a few custom objects. They have been using the Partner community since mid-Nov 2012 to engage with partners on customer service and sales. They plan to transition all of their partners into the Community by April, including forums and Chatter. Canto expects a total of 100 partners in the partner community and 1500 customer in the customer community. Communities Activities:Communities & Chatter Training: “Partners have been encouraged internal to use chatter as well. It takes some time to get used to it”Implementation: managing communities, setting up Chatter groupsMonitoring: tracking success of group and partner and employee salesCommunities Highlights: “I think it’s Great! I am very happy about it…[Communities] make this makes the experience so much better for our customers and partners than with the existing portal” -- Hans Schaedel, CFO
  • BackgroundGlobal brand with wide portfolio of spirits18,000 employees-challenge to maintain brand consistency and messaging alignment across cloudsImplementation-marketing community-community endorsement drives global adoption of ad campaigns across the world-panther ad concept took off in Chile, Brazil, Argentina due to popularity in Community-communities used to monitor product placement, promotion, and inventory at distributors.-Hired workers take pictures and upload them to the community in real time. VisionExpand global presence while retaining brand message with CommunitiesNurture marketing innovation by leveraging intellectual horsepower across geographies
  • Many online resources are available to you. Will drill into this on the following slides but if you go to Success.salesforce.com, or click Help and Training in your own org to see the new Success Community including the Answers community, Collaboration through our Community Chatter, Ideas where you can post things you would love to see in Salesforce. Those with the most votes often get added to our roadmap. While you’re there don’t forget to join your local User Group to connect with other local SFDC users. Trust.salesforce.com has information on system status and planned maintenance windows.Appexchange.salesforce.com has hundreds of applications that you can download for free or purchase to work with Salesforce.Developer.force.com is the community for people building applications on the Force.com platform. You can share code, get tips and tricks, and interact with like-minded developers.
  • Here’s the Help site.In this central location, you can contact support, view training, and get fast answers to your questions through our knowledge base, documentation, and online community.
  • Webinar Communities + Service Cloud

    1. 1. Salesforce Communities Graham Dix Senior Sales Engineer in/grahamdix
    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 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.
    3. 3. Housekeeping • All phones are on mute. • Questions can be asked at any time via the GotoMeeting Chat window. • Slide decks can be made available upon request to your account executive.
    4. 4. #1 in Cloud Computing and Customer Relationship Management #1 Cloud Computing Sales, Service, Marketing Innovation 2011, 2012
    5. 5. How Do You Connect Employees, Customers, and Partners today? 1 How do you provide efficient self-service and optimize your agents’ time? 2 What are the ways in which your passionate customers advocate your brand? 3 Can the wealth of information in your organization be easily discovered? 4 How do employees collaborate to solve problems and manage initiatives? 5 How do you educate partners to sell as effectively as possible? 6 Is there room for improvement in your channel win rate and sales cycle length?
    6. 6. A Disconnected Organization Faces Consequences Weakened Distribution Limited Customer Service Off-Target Marketing Low Partner Revenue Customer Churn Disjointed Campaigns Lengthy Sales Cycles Limited Staff Bandwidth Disengaged Customers Poor Channel Engagement Weak Online Options Poor Agency Management
    7. 7. Today’s Approaches Have Limited Appeal Legacy Customer Portals Social Point Solutions Many-to-many One-to-one -OR- Business data disconnected from Social Social disconnected from business data
    8. 8. What if you could re-imagine every business touch point, connecting your business data with the power of social in a single experience?
    9. 9. communities Connect Business Data and Social to Every Customer, Partner, & Employee Experience for Sales for Service Joint marketing and selling Customer self-service Campaign management and alignment Products treated as community members Partner recruitment and education Collaborative case resolution Centralized agency management Product co-creation with customers Deal management White-glove premium communities Prospect engagement Intranet replacement with social experience for Marketing for Any Experience
    10. 10. Salesforce Sets a New Standard for Online Communities Business Processes Branding & Customization Social Collaboration . Social Intelligence Mobile Access Security & Reliability
    11. 11. Unify Multiple Communities and Share Business Data with a Single Platform Community 2: Community 1: Community 2: Self-Service Community Partner Community Community 1: Self-Service Community Partner Community Community 3: Company Community Community 3: Community n: Any Community n: Community Any Community Internal Community Business Data Case s
    12. 12. Become a Customer Company with Communities communities Maximize Sales Reach Provide Stellar Service Drive Marketing Engagement +29% +37% +2x Channel Win Rate Faster Case Resolution More Likely to Buy Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    13. 13. Demo
    14. 14. Players Tom Brady Acme Resellers Partner Lauren Boyle Unite Partners Customer Paul Baptist Cirrus Computers Employee
    15. 15. Customer Stories
    16. 16. HP Connects Reseller and Service Provider Partners Process focused experience for large distributors like Tech Data MSP’s and System Integrators collaborate in real-time Communities matches prospects with the right partners CMS for sharing sales collateral and marketing documents
    17. 17. Honeywell Engages Customers for $2.4 Billion Business Fresh new interface, customized to Honeywell’s ECC brand Report creation time reduced from one hour to five minutes Simplified processes through Service Cloud integration $75k in cost savings due to streamlined processes
    18. 18. Pernod Ricard Builds Global Brand Presence #1 Worldwide in Premium and Prestige Spirits Expands global presence while retaining brand message and image Community endorsement influences global adoption of ad campaigns Manages product placement, promotion, and inventory at distributors
    19. 19. Final Thoughts & Questions…?
    20. 20. Online tools and support to get you started CUSTOMER SUCCESS  Self-service resources including Help site, knowledge base and community Personalized services, technical support and online training to build and sustain success All the benefits of Premier, plus administration services to accelerate your success CUSTOMER SUCCESS  Best practices to drive user adoption & productivity CUSTOMER SUCCESS  Best practices to drive user adoption & productivity  Release readiness programs  Release readiness programs  Assigned success resource*  Assigned success resource* SUPPORT  Online case submission SUPPORT  24x7 toll-free phone and online SUPPORT  24x7 toll-free phone and online  2-business day response  1-hour initial response for critical issues  1-hour initial response for critical issues  Premier developer support  Premier developer support TRAINING  Unlimited access to online Premier training catalog TRAINING  Unlimited access to online Premier training catalog  Role-based learning paths  Role-based learning paths  Customizable training templates  Customizable training templates TRAINING  "Getting Started" online catalog ADMINISTRATION  A team of certified experts to update your post-implementation Salesforce solution *with 200+ CRM users or $50,000 in annual Premier Success fees
    21. 21. Anytime, Anywhere Resources success.salesforce.com  Answers, Help & Training, Collaboration, Ideas, User Groups, Known Issues trust.salesforce.com  System Status  Planned Maintenance appexchange.salesforce.com  Hundreds of free and paid apps developer.force.com  Technical Library, Partners, Blog, Coo kbook, Code Share, Boards
    22. 22. Help & Training - Primary Knowledge Center  Documentation  Knowledge Base  View Cases  Online Training  Contact Support
    23. 23. Success Community Groups to Join • success.salesforce.com or click “Help and Training” • Visit “Collaboration” tab, then click “Groups” • Search for and Join: 1. Success – Getting Started (Standard Customers) 2. Success – Getting Started Premier (Premier Customers) 3. Success – Release Readiness Premier (Premier Customers) 4. Webinars – Australia and New Zealand 5. Your local User Group
    24. 24. Webinar Schedule • www.salesforce.com/au/webinars