Running Your IT Helpdesk with Salesforce Service & Support


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Running Your IT Helpdesk with Salesforce Service & Support

  1. 1. Running Your IT Helpdesk with Salesforce Service & Support Brad Harrington,, Product Mgmt Mitch Shaw,, Sales Engineering John Beattie,, IT Application Support Michael Morriss, IT Desktop Services 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. Agenda <ul><li>Welcome & Introductions </li></ul><ul><li>Typical Helpdesk Scenarios </li></ul><ul><li>Demonstration </li></ul><ul><li>How Uses Salesforce Internally </li></ul><ul><li>Questions and Answers </li></ul>
  4. 4. Thousands of Customer Success Stories
  5. 5. Typical Helpdesk Scenarios <ul><li>Track Internal IT Tickets </li></ul><ul><ul><li>Route issues to the appropriate reps and queues </li></ul></ul><ul><li>Asset Management </li></ul><ul><ul><li>Track hardware and software assigned to each employee </li></ul></ul><ul><li>Change Management </li></ul><ul><ul><li>Ensure IT Infrastructure changes are documented & approved </li></ul></ul><ul><li>Human Resources Processing </li></ul><ul><ul><li>Onboarding of new employees; benefits; terminations </li></ul></ul><ul><li>Facilities Requests </li></ul><ul><li>Employee Self Service Portal </li></ul><ul><ul><li>Allow employees to serve themselves </li></ul></ul>How are Helpdesk customers using Salesforce today?
  6. 6. Complete Closed Loop Service <ul><li>1 . Identify Employee </li></ul><ul><li>CTI Screen-pop, Email, Web </li></ul><ul><li>Employee Portal </li></ul><ul><li>2 . Record Transaction </li></ul><ul><li>Ticket management </li></ul><ul><li>Routing and Escalation </li></ul><ul><li>3 . Research & Resolve Issues </li></ul><ul><li>Suggested Solutions </li></ul><ul><li>Asset Management and Discovery </li></ul><ul><li>5 . Close Case </li></ul><ul><li>Reports </li></ul><ul><li>Dashboards </li></ul><ul><li>SLA Management </li></ul>CLOSED LOOP <ul><li>6 . Follow up </li></ul><ul><li>Surveys </li></ul><ul><li>Employee Satisfaction </li></ul><ul><li>Employee Portal </li></ul><ul><li>4 . Communicate Solution </li></ul><ul><li>Knowledge Base </li></ul><ul><li>Email Templates </li></ul><ul><li>Workflow Alerts and Notifications </li></ul>
  7. 7. <ul><li>Dashboards and Analytics </li></ul><ul><li>Employee needs his password reset </li></ul><ul><ul><li>“ One and done” scenario </li></ul></ul><ul><li>Employee reports issue with laptop battery </li></ul><ul><ul><li>Asset Management and Discovery </li></ul></ul><ul><li>Employee checks ticket status and resolves issue via the Employee Portal </li></ul><ul><ul><li>Call deflection </li></ul></ul>Salesforce Helpdesk Demonstration
  8. 8. John Beattie IT Operations / Application Support Michael Morriss IT Operations / Desktop Services
  9. 9. IT Department <ul><li>Manages hardware, network and application access and support for 2000 employees and contractors </li></ul><ul><li>Worldwide locations, with approximately twenty IT support personnel in US, EMEA, APAC and JAPAN </li></ul><ul><li>Workflow involves interdependent processes between IT, Facilities, Human Resources, and Purchasing </li></ul><ul><li>Resolves approximately 3,000 cases per month </li></ul>INDUSTRY: CRM EMPLOYEES: 1,700 GEOGRAPHY: Global PRODUCT(S) USED: Service & Support, 2 downloaded AppExchange applications # USERS: 200 EDITION: Unlimited
  10. 10. IT – Key Challenges <ul><li>Business Challenges </li></ul><ul><ul><li>Inability to respond “just in time” to New Hires and Terminations, (too many handoffs) </li></ul></ul><ul><ul><li>Lack of consistent and reportable Change Management processes </li></ul></ul><ul><ul><li>Inability to manage, prioritize and report on IT’s Project Portfolio </li></ul></ul><ul><ul><li>Too Many Emails and Spreadsheets </li></ul></ul><ul><ul><li>Need to Encourage Employee Self-Service </li></ul></ul><ul><li>Inefficiency, reputation for “dropping the ball” </li></ul><ul><li>Lack of transparency in priorities and processes </li></ul><ul><li>Inability to respond effectively to SOX-controlled tasks </li></ul><ul><li>Inability for auditors to find evidence of compliance </li></ul>
  11. 11. The Solution <ul><li>Use Case Record Types for Process Improvement </li></ul><ul><ul><li>Support reps comfortable with Case Object </li></ul></ul><ul><ul><li>Record Types let you customize the information captured for a specific process </li></ul></ul><ul><ul><li>Allows us to enforce workflow rules that match specific processes </li></ul></ul><ul><li>New Hire and Termination Management </li></ul><ul><ul><li>Use New Hire record and report to allow parallel setup processes by each department (“pulled” from Supportforce) for onboarding new hires and contractors </li></ul></ul><ul><ul><li>Auto-assigned tasks for terminations (“pushed” to system owners) to ensure timely execution of HR requests </li></ul></ul><ul><ul><li>New Hire Report [ Example ] </li></ul></ul><ul><ul><li>Termination Ticket [ Example ] </li></ul></ul>
  12. 12. The Solution <ul><li>Project Portfolios and Prioritization </li></ul><ul><ul><li>Use Project Record to record key data for project prioritization </li></ul></ul><ul><ul><li>Regular Prioritization meetings, with reports to quickly pull up projects that need to be ranked and budgeted </li></ul></ul><ul><ul><li>Report back to business on current portfolio and allocation of resources </li></ul></ul><ul><ul><li>Project Record [ Example ] </li></ul></ul><ul><ul><li>Project Portfolio Report [ Example ] </li></ul></ul><ul><li>Change Management Process </li></ul><ul><ul><li>Uses the Project Record Type to record and report on changes that are in-scope for SOX </li></ul></ul><ul><ul><li>Change Advisory Board records approvals in case </li></ul></ul><ul><ul><li>Easy calendaring, reporting and follow-up for internal and external auditors </li></ul></ul><ul><ul><li>Project Record [ Example ] </li></ul></ul><ul><ul><li>Change Calendar [ September ] </li></ul></ul>
  13. 13. Metrics-based management <ul><li>Real-time reports to measure success </li></ul><ul><ul><li>Current and Historical Case Volumes </li></ul></ul><ul><ul><li>Overview of Current Open Items by Queue and Owner </li></ul></ul><ul><ul><li>Measurement of Response and Resolution Time </li></ul></ul><ul><ul><li>Special reports for support initiatives </li></ul></ul><ul><li>Sample Dashboards </li></ul>
  14. 14. <ul><li>Don’t miss these other great Service & Support sessions!! </li></ul><ul><li>Improving Customer Service with a Branded Self-Service Portal – Tues 3:45pm </li></ul><ul><li>Stump the Service and Support Pros – Tues 5pm </li></ul><ul><li>Service & Support Happy Hour – at the W Hotel, Tues 6pm </li></ul><ul><li>What's New with Winter '07 and Roadmap for Service & Support – Wed,10:15am </li></ul>QUESTION & ANSWER SESSION
  15. 15. 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 147, #### For example, “ Session 147, 5555 ” Session ID: 147 Session ID # Scores for 4 categories SMS Voting powered by: