How Uses Service & Support


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How Uses Service & Support

  1. 1. How Uses Service & Support Karen Hennessy,, Premier Support Manager Lateef Johnson,, Basic Support Manager Track: Service & Support Executives
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. <ul><li>Global Leader in On-Demand Customer Relationship Management </li></ul><ul><li>Using Service & Support Functionality for Technical Support, Sales Operations, Internal IT Support, Applied Engineering </li></ul><ul><li>120 Technical Support Analysts & Engineers across 5 geographic locations </li></ul><ul><li>Using Salesforce applications to support customers using Salesforce applications! </li></ul>INDUSTRY: On-Demand EMPLOYEES: ~ 2,000 GEOGRAPHY: Global EDITION: Unlimited PRODUCT(S) USED: SFA, Service & Support, PRM, 9 Custom Applications, 70 Custom Objects; IPCC Integration # USERS: ~ 2,000
  4. 4. Session Agenda <ul><li>Discuss the value of Service & Support within an Organization </li></ul><ul><li>Review three common challenges – Customer Self-Enablement, Cross-Functional Escalation, Managing Multiple Service Levels - and the solutions implemented by Salesforce Global Support </li></ul><ul><li>Discuss the role of integration & automation in support delivery </li></ul><ul><li>Discuss the role of key metrics & performance indicators, using service & support analytics </li></ul><ul><li>Learn how has customized and scaled to meet the needs of it's growing, on-demand customer base </li></ul>
  5. 5. Service & Support: Business Value Challenge <ul><li>Value-Added </li></ul><ul><li>Partnership </li></ul>Basic Support Services Reactive Premier Services Preventive Premier Services Value-Added Services Issue Troubleshooting Application Support Increased Response Time Increased Access Hours Global Language Support Regression Testing Analysis of Metrics Best Practice Guidance Administration Services Application Optimization Business Analysis Customer Success, Satisfaction, & Value Baseline Support
  6. 6. Challenge: Enabling Customer Self-Service <ul><li>Business Challenge </li></ul><ul><ul><li>Rapid growth of customer base, from 100,000 subscribers to over 500,000 subscribers </li></ul></ul><ul><ul><li>Rapid technology development </li></ul></ul><ul><ul><li>Continuous cycles focused on hiring, training, and scaling the organization </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Knowledge ‘silos’ not connected </li></ul></ul><ul><ul><li>Content not accessible or navigable to customers </li></ul></ul><ul><li>Customer Dependency on Live Support Interaction </li></ul><ul><li>Inefficient Creation & Maintenance of Content </li></ul><ul><li>Increased Response & Resolution Time </li></ul><ul><li>Decline in Support Margins </li></ul>
  7. 7. Solution: Knowledge Management <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Knowledge Management Program </li></ul></ul><ul><ul><li>Implemented Solution Categories </li></ul></ul><ul><ul><li>Implemented Solution Workflow </li></ul></ul><ul><ul><li>Enhanced Solution Visibility & Search in Self-Service Portal </li></ul></ul><ul><ul><li>Result: </li></ul></ul><ul><ul><li>Ability to navigate 10,000 solutions in 4 clicks! </li></ul></ul><ul><ul><li>Relevant & accurate search results </li></ul></ul>
  8. 8. Solution: Self-Service <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Focused on Self-Service Portal </li></ul></ul><ul><ul><li>Connected Help, Solutions, & Community Blogs in portal </li></ul></ul><ul><ul><li>Implemented key word triggers to promote customer training content in portal </li></ul></ul><ul><ul><li>Enabled customer visibility & communication to support inquires in portal </li></ul></ul><ul><li>Result: </li></ul><ul><ul><li>Over 1.4 million portal page views monthly! </li></ul></ul>
  9. 9. Challenge: Managing Cross-Functional Escalation <ul><li>Business Challenge </li></ul><ul><ul><li>Rapid growth exceeded organizational procedures </li></ul></ul><ul><ul><li>Key contributors & skill sets not differentiated </li></ul></ul><ul><ul><li>Lack of effective engagement method with cross-functional groups </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>No means to quantify severity of issues & escalations </li></ul></ul><ul><ul><li>No standardized infrastructure for escalation </li></ul></ul><ul><ul><li>No defined tool to capture key escalation information </li></ul></ul><ul><li>Inefficient Issue Handling & Escalation </li></ul><ul><li>Inability to Respond Appropriately to Customer Escalations </li></ul><ul><li>Inability to Leverage Technical Expertise </li></ul><ul><li>Wide vs. Deep Product Knowledge </li></ul><ul><li>Decline in Customer Satisfaction </li></ul>
  10. 10. Solution: Customization & Automation <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Subject Matter Expert Program + Tiered Support Model </li></ul></ul><ul><ul><li>Customized Case Page for Technical Escalation </li></ul></ul><ul><ul><li>Implemented Escalation Workflow </li></ul></ul><ul><ul><li>Implemented Management Escalation s-control </li></ul></ul>
  11. 11. Challenge: Managing Multiple Service Levels <ul><li>Business Challenge </li></ul><ul><ul><li>Rapid Growth in customer base </li></ul></ul><ul><ul><li>Increased penetration rates of revenue generating support </li></ul></ul><ul><ul><li>Varied support commitments (SLA’s) to groups of customers </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Support Level information not connected to call center </li></ul></ul><ul><ul><li>Limited call center flexibility </li></ul></ul><ul><ul><li>Manual configuration model for customer activation </li></ul></ul><ul><li>Inefficient Issue Routing for Customers </li></ul><ul><li>Lack of Management Ability to Activate & Deactivate Customer Access </li></ul><ul><li>Support Skill-set Groups not Optimized </li></ul><ul><li>Increased Cost per Case </li></ul>
  12. 12. Solution: Specialized Case Management <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Organized Basic & Premier Teams </li></ul></ul><ul><ul><li>Designated Support Level & Support Analyst per Customer </li></ul></ul><ul><ul><li>Implemented Case Queues, Assignment, & Escalation Rules </li></ul></ul>
  13. 13. Solution: Service Entitlements <ul><li>How did we address the challenge? </li></ul><ul><ul><li>Service Entitlements Program </li></ul></ul><ul><ul><li>Implemented Service Entitlement Object </li></ul></ul><ul><ul><li>Implemented Designated Support Contacts </li></ul></ul><ul><ul><li>Integrated Entitlements with Support Call Center </li></ul></ul>
  14. 14. Support Automation Project <ul><li>Use CTI to integrate Service Entitlements with Call Center </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Drive IPCC call routing based on Service Entitlements Data </li></ul></ul><ul><ul><li>Optimize Expertise & Resources with dynamic call routing </li></ul></ul><ul><ul><li>Priority route Premier Designated Contacts </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Enable Management control over Support Delivery </li></ul></ul><ul><ul><li>Enable Customers to Access Optimal Support Resources </li></ul></ul>
  15. 15. Managing Through Metrics - Operations
  16. 16. Managing Through Metrics - Financials
  17. 17. Summary of Results <ul><li>What did we achieve? </li></ul><ul><ul><li>Optimization of the Service & Support tools based on defined business processes rather than technical capabilities </li></ul></ul><ul><ul><li>Improved support center efficiency, support delivery, & customer satisfaction with simple customization solutions </li></ul></ul><ul><ul><li>Decreased operating costs & increased margin with support center automation </li></ul></ul><ul><ul><li>Improved renewal rates & premier penetration rates with Service Entitlements visibility </li></ul></ul><ul><ul><li>Optimized employee knowledge & increased employee satisfaction with process automation </li></ul></ul><ul><ul><ul><li>Customer Satisfaction ! </li></ul></ul></ul>
  18. 18. QUESTIONS?
  19. 19. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 154, #### For example, “ Session 123, 5555 ” Session ID: 154 Session ID # Scores for 4 categories SMS Voting powered by: