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Think of Salesforce as the front end or abstraction layer for all customer interactions.
B2B – Pharmacy Benefits ManagementMessaging goes to employers as well as consumers
B2B – Pharmacy Benefits ManagementMessaging goes to employers as well as consumers
THIS IS NEVER A LEAVE BEHIND!APRIMO MARKETING STUDIO,APRIMO MARKETING STUDIO ON DEMAND CUSTOMERS, and TERADATA Customers (sampling)MARQUIS CUSTOMERS:Over 36% of Fortune 100 companies trust Aprimo to optimize their internal and external marketing efforts (need to qualify with addition of Teradata). Nestle – MS EDMC – MS Barclays Card – MS Ericsson – MS ABC - MSCoca-Cola – AMSOD Laureate – MS Fidelity – MS Gulfstream – MS MGM Mirage - MSP&G – Teradata Devry – AMSOD HSBC – Teradata Cummins – MS Bloomberg - MSDel Monte – AMSOD INSEAD – AMSOD Wells Fargo – MS Honda – MS WB - MSLacoste – AMSOD Sylvan – MS Visa – MS New Pig – AMSOD Joyce Meyer - AMSODKodak – MS and AMSOD Bank of America – MS Merrill Lynch – MSAllscripts – MS AXA – MS Abbott – MS Wal-Mart – MS LexisNexis - AMSODFairview Hospital – AMSOD United Healthcare – MS Genentech – MS Lowe’s– MS Amer. Airlines- TeradataKaiser Permanente – MS WellPoint – MS Lilly – MS Toys R Us– Teradata Xerox - MSGE Healthcare – AMSOD Prudential – MS AstraZeneca– MS Office Depot – MS PWC - AMSOD Nationwide – MS Novartis – MS Sears – MS WebMD – AMSOD Deloitte – AMSODAdobe – MS Bouygues Telecom - MSSymantec- MS AT&T - MSIntel – MS Sprint - MSEMC – AMSOD Qwest – MSYahoo! – AMSOD Movistar - TeradataDell – MS Verizon – TeradataVodaphone - Teradata
Some of the largest and most important companies in the world have standardized on SalesforceIt’s because they can trust cloud computing. It’s more secure, more reliable, and better performing than on-premise software
Aprimo Service to Sales has the ability to help you institutionalize “real-time” across all your customer touchpoints. You certainly don’t want one channel to be “smarter” than the others.So:(focus on whatever of the below makes the most sense for your situation)Call Centre managers can centralize logic governing offer extension.+ Places offer extension decision in the hands of skilled, consistent resources+ Less emphasis on training reps+ Reduced concern about personnel turnover+ Ensure that customers are dynamically routed to the appropriate agent for their transaction, line of business+ Instantly know the factors that are statistically significant in offer acceptance+ Report against factors that influence call duration – ie: what kind of customer takes the longest to deal with?--- TRANSFORM call centers into tools for achieving lift!IVR Managers:+ Deliver dynamically calculated, contextually relevant contentWeb / Portal / Channel Managers+ Dynamically shift offer extension strategy based on path of customer, stage of transaction, other inferred data+ Immediately pivot tactics, content rendered adapting to user behaviorCustomers:+ Receive only the most relevant information based on a clear understanding of their unique situation+ Not subjected to SPAM
In the grand scheme of things, you need an institutional process for building sustainable, customer-centric, multi-channel relationships. Aprimo Service to Sales plays a critical role in that big picture.
Teradata understands this big picture. We’ve constructed our solutions around the premise that you need an integrated view of customer insight to be effective. This requires a conceptual architecture that encompasses all the sources of customer data and all the points/channels of customer interaction. In between the data and the customer any number of organizational processes are at play. We understand that and have specialized products for the specialized needs of those operational disciplines. In the Multi-Channel Campaign Management and Marketing Analytics fields are where Aprimo Service to Sales plays a part.
Labels - clarify how the information is received:First we need to distinguish what information is fed through an adapter, and what information goes directly into the data warehouse. Straight into the data warehouse (orange cylinder) - Email, direct mail, call center, catalog (perhaps make the words on the actual discs, instead of having the gold/silver discs randomly placed). These discs link straight to the data warehouse.Blogs, websites, banner ads, search, social media - feed into the adapters, which then feed into the IWI orange cylinderAnimation - clarify the process:We need to clarify what happens in the process. Here is an example: website data flows through an adapter, which then feeds into the data warehouse (orange cylinder). After which, marketing (which should be on top of the data warehouse, not below as it is now) then lights up because for the first time this website information is measured and combined with the other marketing info. So the final step is that then the information is used to effect something offline (like call center). So the animation would be that “website” lights up, sends info through an adapter and into the orange cylinder data warehouse. This lights up the marketing disc on the top and the “call center” lights up (because the call center in some way use marketing info directly from the website).Does that make sense? So could we do a few scenerios like this?another could be blogs lights up - goes into the adapter-into that data warehouse - marketing lights up - and then catalog lights up
As you can see, Aprimo Service to Sales sits between the touchpoint application and the offer repository. The touchpoint application “calls” Aprimo Service to Sales to make a decision and Aprimo Service to Sales returns an offer ID. At the moment of customer interaction, Aprimo Service to Sales uses customer attributes and data in a self-learning model to determine the best offer/message to render back through the interaction channel.
Teradata already has begun to integrate the standalone Aprimo Service to Sales capability into other products. One excellent example is “Teradata Sales to Service”…which is an application package, sold directly by Salesforce.com associates. This Salesforce “package” makes real-time offer/message decisions for Call Center agents.
This allows inbound leads (“decisioned” by Aprimo Service to Sales) to be injected either upstream or downstream into communication/dialog flows (as designed in Relationship Manager)…all using the same Relationship Manager segmentation and communication whiteboard.
Teradata Apps Salesforce Quick Overview for SI's 2013 v4
TERADATA APPLICATIONSSALESFORCE PARTNERSHIPOVERVIEW FOR SYSTEMSINTEGRATORS
• Teradata + Aprimo = Customer Company• View from Analyst Perspective• Customer Base and Verticals• Ecosystem• Next StepsAGENDA
Customers• Receive the right message at the righttime for the most optimal results.To help you to drive “real-time” to all yourchannelsBusiness Users• Easily control flow and logic• Offers from all parties in the mix• Identify influencing factorsMarketing• Achieves increased ROI• Builds advocacy / brand loyalty• Streamline messagingTeam Leaders• Centralised Control of Logic• Match Skills to SituationDetermine influence,Build advocacy.Millions of adults have2+ internet devicesMobile,AppsWeb, Socialand EmailCallCenterSalesMeetingReal-timeinteractionsMatch Offers, customers withappropriately skilled teamsReal-timeinteractionsIncrease lift,reduce churnDrive OfferAcceptanceDeliver DynamicContentBranchIP TVReduce CostsOf Training14
A process for building customer-centricmulti-channel relationships15
CHECK OUT THE PRE-EXISTINGINEGRATIONSTeradata AMS – Salesforce Sales CloudTeradata RTIM – Salesforce Service Cloud5/7/2013 17
Use case at HP• As user surfs website• Aprimo Service to Salesrecords what they ownand what could be goodcross-sell upsellopportunities.5/7/2013 18• Aprimo Service toSales userspredictive analytics todetermine bestproduct cross sales• Sent to Salesforcethrough CustomObject.
19 5/7/2013 Teradata ConfidentialGetting Social Data/Insight throughIntegrated Web Intelligence Data Layer19
Aprimo Service to Sales is an ISVForce Productwhich integrates with existing touchpoints20Business Users(Browser)Aprimo Serviceto SalesCustomer TouchpointsUtilizes existing touchpointapplications to display messages.
Aprimo Service to Sales offers SalesforceIntegrationAlerts and Offers Relevant to SFDC Objects21Confidential
22 5/7/2013 Teradata ConfidentialView from SalesSort the “hot leads” from the not so hot leadsLearn everything they can about the leads theypursue Out sell the competitionClose business
23 5/7/2013 Teradata ConfidentialHot Leads List forleads that meetcriteria set by salesand marketing
25 5/7/2013 Teradata ConfidentialDigital Profileprovides visibilityinto ContactHistory to provideinsight into theirengagement level.Page can beconfigured to showDetails of Digital Profile
What’s in it for Systems Integrators• Teradata needs the integration talent pool who understands bothproduct sets:• Aprimo• AMS• Real Time Interaction Manager• Salesforce• Service Cloud• Sales Cloud• Marketing Cloud• Helps bridge Saleforce (Service Cloud and Sales Cloud) withoffline data from repositories like Oracle or Teradata ProductInformation Systems.5/7/2013 26
Next Steps• Demo of Aprimo Service to Sales• Meet with Director of ISV Alliances – Dave Motheral• See how we might work together on Salesforce Partnership5/7/2013 27