Service Cloud: The Perfect Pitch for Telesales


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  • g one-offs
  • -- america’s largest provider-- world class education for every kid regardless of where they live or socio-economic status--invest millions in curriculum
  • --partner with charter corps-full time online pub school option-range of services including enrollment and customer support -- B2C model-- what’s unique--for public no $ trans very seasonal geo-based elig; compliance --very researched, emotional --diff kinds of kids--large scale operation
  • 1. Jan-April 2010 – vendor analysis; enterprise buy-in2. April – July –agreements in place3. Aug 1, 2010 -- Kick-off implementation (Aug 15 – no access to enrollment center)PHASE I mantra: Pivotal Parity + (can’t tell you how much +)CTI deferred – telephony replacementPHASE II: optimization at agent level; CTI/Outlook integration
  • Roll-out – secret agent theme
  • all “conversion” not yet in – don’t have lots of hard numbers yet Objectives/some resultsconversion: understand motivation, needsmatch programs on where they live, best fitretention: segment based who has been successful w/model –set expectations on front endImprove effectiveness/efficiency customer care agents– lots lwe can do here Agent productivity : Big results here -- show some stuff on customized consoleMgmt visibility: HUGE, just getting started – used to be very manualSmarter ops: reduced time to contact with routing
  • SFDC functionality to next level(start simply and build complexity–> bear to QA)Model factors in lead score/geography/program interestassign based on agent skills (programs they know) agent rating (effectiveness) agent capacity (workload)
  • Anyone utilizing the Service Cloud console along with CTI will have to implement this functionality --SFDC provides basic code, took to next level to improve agent efficiency--no search for record, screen pop--: no work in multiple places, on a call, type notes change lead status, sub-status, reason, school year. -- call ends, -info automatically saved to the record.
  • Family relationships important on Enrollment side--ability to relate leads– mirror household structureview leadpotential related leads pop up-- once related, designate a primary lead view task for related leads on lead record-- don’t have multiple agent talking to multiple members of same family--see all interactions with families--measure household metrics.
  • Growing number of schools/programsEligibility to attend based on geo, usually countySchool profiles with zip to county matching-- displays eligib schools based on Lead Zip -- info to help agent find best fit for family--- improve productivity---improve ability to scale --improve relevant customer exp
  • Performance Since Launch (November 2008)Customers and Reach Over 33 million active customers as of December 31, 2011 (Active defined as someone who purchased a Groupon in the last twelve months) 48 countries worldwide190+ categories of goods and services11,471 Groupon employees worldwide Small Business SuccessEmphasis on local businesses; all types of products and services have been sold on Groupon, including restaurants, events, activities, services and health and beauty Win-win: Customers and businesses all enthusiastic about Groupon
  • Service Cloud: The Perfect Pitch for Telesales

    1. 1. Service Cloud: The Perfect Pitch for Telesales Chris Bland,, Sr. Developer @chrisbland BlandCode.wordpress Dianne Conely,, VP of Marketing Operations and Technology @dianneconley Sawan Deshpande,, Principal Solution Engineer @sawandeshpande
    2. 2. Agenda • Intro to Service Cloud for Telesales • Product Demo • Telesales @ • Telesales @ • Q&A Panel
    3. 3. 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10Q for the most recent fiscal quarter ended July 31, 2012. 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
    4. 4. Is your Telesales Contact Center Social?
    5. 5. 7 Necessary Transformations for Telesales 1. Traditional Media 2. All Customers Are The Same 3. Swivel Chairing 4. Simple Rules 5. PDF 6. Hard-coded flows dependent on IT 7. Constant Post-mortem Analysis Yesterday 1. Social Media 2. Segmented customer base 3. Agent focus on successful business outcomes 4. Sophisticated Upsells / X-sells 5. Your Favorite Tablet 6. #Rockstar Business Analysts 7. Bottoms-up “social” Enterprise Today
    6. 6. Why Salesforce for Telesales + + PERFECT FIT World’s #1 Sales Application World’s Leading Social Customer Service App World’s Leading Cloud App Platform +27% +34% +29% Sales Customer Satisfaction Increase in Innovation Source: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    7. 7. ① We Got All the Basics…. And MORE Lead & Campaign Management Forecasting & Pipeline Funnel Run 5X Faster at ½ Cost with Social Profile Single Customer Profile Life to your CRM Data +32% Improved lead conversion rate
    8. 8. ② Empower Your Agents with a Rich Desktop Agent Console Built-in “Open” CTI High Volume Optimized for high volume operations Bring in Your Legacy Backend MultiChannel Enabled for Multi-Channel Real-time Performance Management +36% Increase in agent productivity Source: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    9. 9. ③ Create Consistency in Your Sales Processes Automate Sales Processes Onboard and Train Agents Faster Agent Call Scripting Knowledge Integrated Knowledge Base Appexchange +25% Higher Close Rates with Salesforce Source: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    10. 10. ④ Unleash Your Business Team Point & Click Analytics Analytics Proactive Alerts Chatter ALERTS Swarm with entire enterprise On Any Device IT Heroes Make IT focus on “Strategic” +44% Improved Forecast Accuracy Source: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    11. 11. ⑤ Initiate Your Customer Journey on a High Single customer profile Social Profile Integrated customer self-service Communities Entitlements for customer segmentation Build new relationships Upsell / X-sell Maximize existing relationships +28% Increase in customer retention Source: Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    12. 12. ① ② Empower Your Agents with a Rich Desktop ③ Create Consistency in Your Sales Process ④ Unleash Your Business Team ⑤ Initiate Your Customer Journey on a High
    13. 13. Dianne Conley Vice President, Marketing Operations and Technology K12, Inc @dianneconley
    14. 14. K12 Inc • America's largest provider of online k-12 education • Individualized learning customized to each child • Full-time programs, supplemental courses, blended models • District, charter, private and consumer customers
    15. 15. Our Unique Customer Lifecycle Inquire • • • • Understand Enroll Meet Compliance Approval Support Very seasonal Heavily researched, emotional decision Geo-based eligibility and compliance Struggling/gifted students, athletes/performers, homebound, military/expat families, etc. • Hundreds of Enrollment Counselors in 5 global locations, millions of inbound calls annually
    16. 16. Our Salesforce Story Evaluation for New CRM Vendor Selected + Implementation Kick-Off Spring 2010 • Enrollment Live • Support , Ops Live International Live AUG-2011 • Support , Ops, International Live • Finance Roll-out • Marketo JAN-2012 MAR-2012 • CTI Integration • Legacy Platform Retired JUN-2012 • Phase I: Legacy platform parity; data cleanup • Phase II: Reporting, efficiency optimization, CTI and Outlook integration
    17. 17. Why did we select Salesforce and Appirio? Time To Value Platform Real-time Visibility Vendor Vision and Roadmap Implementation expertise Major Company Milestone Marketing, Enrollment, Operations, and IT all agree…FOR ONCE!
    18. 18. Impact on Business • Improved Conversion Rate: more informed, relevant conversations with prospects/customers • Improved Retention: prospect segmentation strategy, improved customer care • Improved Agent Productivity: Customized console: custom interaction log, related leads, school search by zip • Increased Visibility for Management: Real-time and Actionable • Smarter Operations: Better routing and business intelligence
    19. 19. Smarter Operations: Lead Routing • Lead Temperature • Lead Geography • Lead Program Interest • Agent Skills • Agent Rating • Agent Capacity
    20. 20. Improved Productivity: Custom Interaction Log
    21. 21. Improved Productivity : Related Leads
    22. 22. Improved Productivity : School Search by Zip
    23. 23. What’s Next 1. Click-to-chat and Web Callbacks 2. Radian6 for social monitoring 3. Chatter 4. Analytic snapshots for Reporting team 5. Additional lifecycle phases on prospect, application, approval, support (customer portal)
    24. 24. Chris Bland Sr. Developer @ChrisBland BlandCode.wordpress
    25. 25. Groupon Today • Shopping website featuring daily deals on top goods, services & cultural events • Win-win for local shoppers & business owners • For shoppers, Groupon brings unbeatable deals on top local experiences • For businesses, new way market themselves and drive new customers to their establishments
    26. 26. Why Salesforce? • Groupon has been using Salesforce since 2008. • When we first started we needed a simple way to store our Leads and Accounts. • Every time we had a new process, we would build it on to Salesforce. • Lead Gen => Sales Intelligence => Sales => Deal Qualification => Account Management => Planning => Editorial
    27. 27. & Workflows Leverage automation to streamline our business. We have over 430 workflow rules. Automate where you can, when you can. Approvals How can management keep track of the deals? How do we make sure the deals we put on our site are good for our merchants and our customers? Each deal is approved by the manager of the market. REST APIs We need to move a lot of data. How do you keep multiple systems in sync when the schema can change? We use APIs to limit integration access for external partners we work with. Our API is our „contract‟ with other development teams at Groupon. They know what data and data types should be returned.
    28. 28. CTI with How can you make life easier? • How long does it take to find a phone number in Salesforce? • How long does it take to dial? • How long does it take to log the results of a call? These were all problems that we wanted to make easier for our sales team!
    29. 29. Call Me Maybe Making a call is easy enough, but what else can we do? Emails? Voicemail?
    30. 30. Power Dialing – Create Smart Lists
    31. 31. Analytics Do you know the answers to these questions? • How many calls does it take to reach the decision maker? • What is the best time to reach your prospects? • What is the average time you must spend on the phone with a prospect before you convert it? • Are your agents having meaningful conversations? • What is the right contact cadence? Start with the data at the top of your funnel to get you really understand your pipeline.