Cloudforce Essentials 2012 - Transform Customer Service with Service Cloud


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Cloudforce Essentials 2012 - Transform Customer Service with Service Cloud

  1. 1. Transform Customer Service with Service Cloud
  2. 2. Safe HarborSafe 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 anysuch uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. coulddiffer materially from the results expressed or implied by the forward-looking statements we make. All statementsother than statements of historical fact could be deemed forward-looking, including any projections of product orservice availability, subscriber growth, earnings, revenues, or other financial items and any statements regardingstrategies 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 anddelivering new functionality for our service, new products and services, our new business model, our past operatinglosses, 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 withpossible 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 andsuccessful customer deployment, our limited history reselling products, and utilization andselling to larger enterprise customers. Further information on potential factors that could affect the financial resultsof, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July31, 2012. This documents and others containing important disclosures are available on the SEC Filings section ofthe Investor Information section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statementsare not currently available and may not be delivered on time or at all. Customers who purchase our services shouldmake the purchase decisions based upon features that are currently available., inc. assumes noobligation and does not intend to update these forward-looking statements.
  3. 3. Service Matters More Than Ever 89% of customers began doing business with a competitor following a poor customer experience* * Harris Interactive, 2011 Customer Experience Impact Report
  4. 4. Word of Mouth 9-10 friends that customers will tell about their bad service experience* * Source: the White House Office of Consumer Affairs, Washington, DC.
  5. 5. Hand Me the Megaphone! 16% of consumers who had unsatisfactory service shared their experiences through social media in 2009.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
  6. 6. Tweet That! 24% shared their unsatisfactory experiences on social media in 2010, a 50% annual growth rate.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
  7. 7. Shifting Service Channels Source: Global Contact Center Benchmarking Report 2011 “Which of the following channels are currently in your contact Center?” N=231
  8. 8. Today’s Service Can’t Connect with CustomersYour customers are connected… …what about your company? Service Centre
  9. 9. Difficult to Delight your Customers TodayInconsistent Service Low Agent Poor Customer Across Channels Productivity Experiences Unhappy Unhappy Customers CustomersDisconnected systems Multiple service screens No context Multiple knowledge No single knowledge source Not personalized bases Slow, inaccurate Not connected to back- answers No support for social office Low quality of No support for mobile No collaboration interaction
  10. 10. The 360° View is Now More ComplexSales View Customer Service View Marketing Billing & Finance View View Social View
  11. 11. Transform Customer Service with ServiceCloud Your Customer Cloud . Mobile . Social
  12. 12. World’s #1 Customer ServiceApplication Build great customer connections through outstanding customer serviceSocial Agent Phone/ Web Self- Knowledge SocialProfile Email Chat Channels Communities Analytics Partners Console CTI Service Base Salesforce Platform
  13. 13. Serving Companies of All Sizes 34,000+ Companies Enterprise Medium Small
  14. 14. Helping Customers Succeed Across AllMetrics +36% +37% +36% Decrease in First Call Agent Resolution Productivity Support Costs +28% Customer Retention +34% Increased customer satisfaction Source: Customer Relationship Survey conducted March, 2012, by an independent third- party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
  15. 15. Cloud Enables Continuous Innovation Spring & Summer ’12 Winter ’13
  16. 16. The Service Cloud for Small Business Simple ∙ Social ∙ MobileSimple Case Social Self- Mobile BusinessSetup Management Support Service Access Insights Salesforce Platform
  17. 17. Optimized for Companies Under 100Employees Enterprise Medium 100 Employees Small