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Three Use Cases for Service and Support Chris Robbins, Chevron  Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Se...
Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This pr...
Chris Robbins Technology Manager, Service Center Center of Focus [email_address]
Chevron Overview <ul><li>180 Countries - 53,000 employees </li></ul><ul><li>Upstream </li></ul><ul><ul><li>13 billion BOE ...
Focus Area: North America Service Centers  <ul><li>6 distinct functional groups in 4 US locations. </li></ul><ul><li>Suppo...
Key Challenges  <ul><li>Overall project </li></ul><ul><ul><li>Establish Global Downstream Service Center model. </li></ul>...
The Solution  <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Leveraged Accenture to identify/estimate al...
Results  <ul><li>What were the results? </li></ul><ul><ul><li>Fast Implementation </li></ul></ul><ul><ul><ul><li>3 months ...
Snapshot  <ul><li>180 users in US and Philippine locations </li></ul><ul><li>4 distinct support groups with individual “vi...
Kimberly Jansen CRM Programme Manager [email_address]
Company Introduction <ul><li>Top 5 global banking software and services vendor   </li></ul><ul><li>1,200 customers in 120 ...
Service & Support within Misys <ul><li>Rollout wholesale product support </li></ul>APAC MEA GLOBAL TREASURY EUROPE AMERICA...
Merging Portals - Key Challenges  <ul><li>Business Challenge </li></ul><ul><ul><li>Major Merger of business units in one p...
The Solution  <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Using Salesforce’s architecture we were abl...
The Results  <ul><li>What were the results? </li></ul><ul><ul><li>Increased portal adoption </li></ul></ul><ul><ul><li>Mor...
Impact on Case Turnaround Times
Case Origin Trend Case Origin COMMON PORTAL ROLLOUT
The Self-Service Effect
Merging Portals  <ul><li>Major Business Units Merger </li></ul><ul><li># Support Users: 500 </li></ul><ul><li>Key Requirem...
Portal – Home Page <ul><li>Highlights </li></ul><ul><li>Comply with corporate branding CSS light weight based </li></ul><u...
Portal – View Cases <ul><li>Highlights </li></ul><ul><li>Enhanced navigation </li></ul><ul><li>Sortable column  headings <...
Portal – Case Search glc0501 <ul><li>Search for Cases </li></ul><ul><li>One of the change requests from our customers </li...
Enhanced Portal – Log a Case Field values dependent on Case Product area
Enhanced Portal – Solutions Enhanced Solution Searching per Category
Enhanced Portal – Solution Detail <ul><li>Clear Overview </li></ul><ul><li>Solution Routing Mechanism </li></ul>
Content Management <ul><li>DRIVEN FROM AND MANAGED IN SALESFORCE </li></ul><ul><li>Build a CMS system   </li></ul><ul><li>...
Driven and Managed from Salesforce <ul><li>Managed from Salesforce </li></ul><ul><li>Created custom objects & CMS tool </l...
Added Some Logic <ul><li>Events targeted to Region </li></ul><ul><li>Automatically will disappear from Portal when end dat...
Use of Web Techniques <ul><li>Separate Content from Design </li></ul><ul><li>Use HTML / CSS to style </li></ul>
Customers Like It! <ul><li>We like it! Can we get some more?  </li></ul><ul><ul><li>*BGB gave a 4.5 mark out of 5 overall ...
Steve Petrofsky Customer Care [email_address]
Company Introduction <ul><li>VeriSign, Intelligent Infrastructure Services Company </li></ul><ul><li>DCMS, Digital Content...
Key Challenges  <ul><li>Business Challenges </li></ul><ul><ul><li>Growth in support cases: 10%  weekly  growth (7/05 to 3/...
Content Purchase at Media Site
Integrated Web2Case
Subscription Ringtone Purchase
3 rd  Party Access to Web2Case
Common Consumer Case Form
Sample Dashboard of Consumer Support  Demo Dashboard
The Solution  <ul><li>100% Web2Case </li></ul><ul><li>7 sources for detailed multi-dimensional reporting </li></ul><ul><li...
Results  <ul><li>100% response on all level 1 cases within 1 business day or sooner </li></ul><ul><li>100% accuracy </li><...
Kimberly Jansen CRM Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SES...
Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvemen...
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Three Use Cases for Service & Support

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Transcript of "Three Use Cases for Service & Support"

  1. 1. Three Use Cases for Service and Support Chris Robbins, Chevron Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Service and 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 salesforce.com, 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 www.salesforce.com/investor . </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.  Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Chris Robbins Technology Manager, Service Center Center of Focus [email_address]
  4. 4. Chevron Overview <ul><li>180 Countries - 53,000 employees </li></ul><ul><li>Upstream </li></ul><ul><ul><li>13 billion BOE net proved reserves </li></ul></ul><ul><ul><li>2.8 million BOE daily net production </li></ul></ul><ul><ul><li>E&P in 30 + countries </li></ul></ul><ul><li>Downstream </li></ul><ul><ul><li>25,700 retail outlets </li></ul></ul><ul><ul><li>Strong lubricant brands </li></ul></ul><ul><ul><li>20 Refineries </li></ul></ul>
  5. 5. Focus Area: North America Service Centers <ul><li>6 distinct functional groups in 4 US locations. </li></ul><ul><li>Support company operated stores, service station marketers and retailers, lubricants business customers, and end-consumers. </li></ul><ul><li>North America Marketing Operations </li></ul><ul><ul><li>7 refineries = 964,000 barrels/day. </li></ul></ul><ul><ul><li>Market gas, diesel, jet, aviation fuel and other petroleum products </li></ul></ul><ul><ul><ul><li>Chevron brand </li></ul></ul></ul><ul><ul><ul><li>Texaco brand </li></ul></ul></ul><ul><ul><li>~9,450 service stations </li></ul></ul><ul><ul><ul><li>Busiest station = 1,400 transactions/day, 400,000 gallons/month. </li></ul></ul></ul><ul><li>North America Lubricants Business </li></ul><ul><ul><li>300 million gallons (80,000 orders) a year </li></ul></ul><ul><ul><li>Chevron – Delo, Supreme, RPM </li></ul></ul><ul><ul><li>Texaco – Havoline, Ursa </li></ul></ul><ul><ul><li>Market Sectors </li></ul></ul><ul><ul><ul><li>Commercial Heavy Duty Industrial </li></ul></ul></ul><ul><ul><ul><li>Industrial </li></ul></ul></ul><ul><ul><ul><li>Consumer </li></ul></ul></ul><ul><ul><ul><li>Base Oil </li></ul></ul></ul>
  6. 6. Key Challenges <ul><li>Overall project </li></ul><ul><ul><li>Establish Global Downstream Service Center model. </li></ul></ul><ul><ul><li>First Stage: Migrate processes and systems from US to new Philippines center. </li></ul></ul><ul><li>Business Challenge </li></ul><ul><ul><li>Identify a Case Management solution for the new Service Center model </li></ul></ul><ul><ul><li>No common existing tool </li></ul></ul><ul><ul><li>Vantive system past end-of-life </li></ul></ul><ul><ul><li>Corporate ERP consolidation project targeting CRM solution in 2009 </li></ul></ul><ul><ul><li>Challenge of simultaneous process migration and new system deployment </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Solution must work globally </li></ul></ul><ul><ul><li>New data interface development while source system being replaced </li></ul></ul><ul><li>No overall view of case load and metrics </li></ul><ul><li>Limited sharing of customer information and knowledge management </li></ul><ul><li>High support costs </li></ul><ul><li>Lack of technical support resources </li></ul><ul><li>Unplanned system downtime </li></ul>
  7. 7. The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Leveraged Accenture to identify/estimate alternatives </li></ul></ul><ul><ul><li>Implement in 3-4 months - team of 9 + business SME’s. </li></ul></ul><ul><ul><ul><li>Chevron, Accenture and salesforce.com personnel </li></ul></ul></ul><ul><ul><ul><li>Business analysts, Salesforce developers, data expertise, training </li></ul></ul></ul><ul><ul><li>Focused on scope control, change management, coordination with broader service center project </li></ul></ul><ul><li>High-Level Requirements </li></ul><ul><ul><li>Case management, knowledge management, workflow </li></ul></ul><ul><ul><li>Contact channel integration (phone, email, and fax.) </li></ul></ul><ul><ul><li>References of implementations with 200 – 400 users </li></ul></ul><ul><ul><li>Easy to use. Tailored for call center agents. </li></ul></ul><ul><ul><li>Stable and supported. Not be a 'Beta' or near end-of-life. </li></ul></ul><ul><ul><li>Software vendor must be financially viable. </li></ul></ul><ul><li>Constraints/Issues </li></ul><ul><ul><li>Minimize initial investment </li></ul></ul><ul><ul><li>Requirements point to an enterprise solution but this conflicted with desired investment level. </li></ul></ul><ul><ul><li>Minimize business process change during migration </li></ul></ul><ul><li>Products implemented : SFA, Service & Support, Agent Console, Sandbox </li></ul><ul><li>Users : 180 </li></ul><ul><li>Integration points : Daily interface for customer, account, user changes </li></ul><ul><li>Training : Classroom. 4-10 hours depending on role </li></ul><ul><li>2 Business Units with users primarily in Houston, Louisville, and Manila </li></ul><ul><li>Ongoing improvements : email to case functionality, expansion to other regions, integration with Customer Extranet </li></ul>DEPLOYMENT DETAILS
  8. 8. Results <ul><li>What were the results? </li></ul><ul><ul><li>Fast Implementation </li></ul></ul><ul><ul><ul><li>3 months from contract signing to 1 st go-live (Retail Marketing). </li></ul></ul></ul><ul><ul><ul><li>2 nd go-live 1 month later (Lubricants). </li></ul></ul></ul><ul><ul><li>Smooth Transition </li></ul></ul><ul><ul><ul><li>“ Smoothest and best system implementation we’ve seen” </li></ul></ul></ul><ul><ul><li>Cost Effective </li></ul></ul><ul><ul><ul><li>Salesforce.com implementation estimated at ~$1 million less than other alternatives </li></ul></ul></ul><ul><ul><li>On Time - Under Budget </li></ul></ul><ul><ul><li>~10,000 cases/month - 50,000 cases to date </li></ul></ul><ul><ul><li>Average time to case closure – 1.3 days </li></ul></ul><ul><li>Collaboration and Communication with a Customer focus </li></ul><ul><li>Standardized processes across multiple centers </li></ul><ul><li>Greatly improved reporting and case visibility </li></ul><ul><li>Greatly improved search capability and application performance </li></ul>BENEFITS
  9. 9. Snapshot <ul><li>180 users in US and Philippine locations </li></ul><ul><li>4 distinct support groups with individual “views” </li></ul><ul><li>Single integrated system </li></ul>
  10. 10. Kimberly Jansen CRM Programme Manager [email_address]
  11. 11. Company Introduction <ul><li>Top 5 global banking software and services vendor </li></ul><ul><li>1,200 customers in 120 countries around the world </li></ul><ul><ul><li>ABN-AMRO </li></ul></ul><ul><ul><li>Bank of Americas </li></ul></ul><ul><ul><li>Citibank </li></ul></ul><ul><ul><li>Credit Suisse </li></ul></ul><ul><ul><li>JP Morgan </li></ul></ul><ul><ul><li>UBS </li></ul></ul><ul><li>Current major implementations: </li></ul><ul><ul><li>Bank of India </li></ul></ul><ul><ul><li>Fortis </li></ul></ul><ul><ul><li>HBOS </li></ul></ul>INDUSTRY: Financial Services EMPLOYEES: +6,000 GEOGRAPHY: Worldwide PRODUCT(S) USED: SFA, Service & Support, Custom build applications, 1 downloaded AppExchange application # USERS: + 1,000
  12. 12. Service & Support within Misys <ul><li>Rollout wholesale product support </li></ul>APAC MEA GLOBAL TREASURY EUROPE AMERICAS JAN ‘05 MAR ‘05 MAY ‘05 FEB ‘05 APR ‘05 GLOBAL CONTACT CENTER ONE COMMON PORTAL May ‘06 FEB ‘06 M MERGER Retail Self Service Portal Wholesale Self Service Portal
  13. 13. Merging Portals - Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Major Merger of business units in one portal (Processes, SLA, priority- and status codes) </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Merging portal technology & functionality </li></ul></ul><ul><li>Timing Challenge </li></ul><ul><ul><li>Only 2 months to deliver </li></ul></ul><ul><li>Different look and lexicon </li></ul><ul><li>Different functionality </li></ul><ul><li>Low customer satisfaction </li></ul><ul><li>Inefficient </li></ul>
  14. 14. The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Using Salesforce’s architecture we were able to build our own custom portal, fully integrated with internal systems </li></ul></ul><ul><ul><ul><li>Product driven (process independent) </li></ul></ul></ul><ul><ul><ul><li>With increased value making it a higher value solution </li></ul></ul></ul><ul><ul><ul><li>IN ONLY 2 MONTHS </li></ul></ul></ul><ul><ul><li>Build our own AppExchange application to drive and manage the content of the portal </li></ul></ul><ul><li>Ongoing improvements on: </li></ul><ul><ul><li>Unify business processes and underlying data silos and across across applications </li></ul></ul><ul><li>Aligning support procedures </li></ul>
  15. 15. The Results <ul><li>What were the results? </li></ul><ul><ul><li>Increased portal adoption </li></ul></ul><ul><ul><li>More effective & efficient </li></ul></ul><ul><ul><li>Reduced the cost in supporting a global customer base </li></ul></ul><ul><ul><li>Higher customer satisfaction </li></ul></ul>“ The new portal is impressive - the layout of the logged cases screen is a big improvement.” Jeremy Richards - National Bank of Egypt “ .. it all works very well and makes it far simpler for us to follow up on outstanding issues and look for similar errors.” Mark Wiles - Mizrahi Tefahot Bank Ltd Do you find that the enhanced version of the portal has increased your likelihood to use the portal to log & follow up on issues logged with Misys? “ No - because we already find it indispensable !” Peter Woods - BGB 24% 14% Opics 31% 7% Midas 48% 15 Trade Innovation 50% 23% Financial Messaging 51% 4% Private Banking Solution 57% 44% Retail Bankmaster 70% 20% Other 75% 34% Retail Equation 92% 13% 3PP Aug 06 Aug 05 Product Area Portal Percentage    
  16. 16. Impact on Case Turnaround Times
  17. 17. Case Origin Trend Case Origin COMMON PORTAL ROLLOUT
  18. 18. The Self-Service Effect
  19. 19. Merging Portals <ul><li>Major Business Units Merger </li></ul><ul><li># Support Users: 500 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Flexible & product driven solution </li></ul></ul><ul><ul><li>Retain existing functionality </li></ul></ul><ul><ul><li>Incorporate Customer requests </li></ul></ul><ul><ul><li>Comply with corporate branding guidelines </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>One view for all Misys Banking customers </li></ul></ul><ul><ul><li>Increased response time </li></ul></ul><ul><ul><li>Increase overall customer experience with Misys </li></ul></ul><ul><ul><li>Increase Customer Happiness </li></ul></ul>
  20. 20. Portal – Home Page <ul><li>Highlights </li></ul><ul><li>Comply with corporate branding CSS light weight based </li></ul><ul><li>Easy navigation </li></ul><ul><li>Case status snapshot </li></ul><ul><li>Targeted events based upon </li></ul><ul><li>Direct access to CSM contact details, linked to Salesforce user table </li></ul><ul><li>Link to PSP service levels & Training booking pages </li></ul>
  21. 21. Portal – View Cases <ul><li>Highlights </li></ul><ul><li>Enhanced navigation </li></ul><ul><li>Sortable column headings </li></ul><ul><li>Visual priority aid </li></ul><ul><li>Additional data available directly on case listing </li></ul><ul><li>Export to Excel </li></ul>
  22. 22. Portal – Case Search glc0501 <ul><li>Search for Cases </li></ul><ul><li>One of the change requests from our customers </li></ul>
  23. 23. Enhanced Portal – Log a Case Field values dependent on Case Product area
  24. 24. Enhanced Portal – Solutions Enhanced Solution Searching per Category
  25. 25. Enhanced Portal – Solution Detail <ul><li>Clear Overview </li></ul><ul><li>Solution Routing Mechanism </li></ul>
  26. 26. Content Management <ul><li>DRIVEN FROM AND MANAGED IN SALESFORCE </li></ul><ul><li>Build a CMS system </li></ul><ul><li>Manageable Environment </li></ul>
  27. 27. Driven and Managed from Salesforce <ul><li>Managed from Salesforce </li></ul><ul><li>Created custom objects & CMS tool </li></ul>
  28. 28. Added Some Logic <ul><li>Events targeted to Region </li></ul><ul><li>Automatically will disappear from Portal when end date is past current date </li></ul>
  29. 29. Use of Web Techniques <ul><li>Separate Content from Design </li></ul><ul><li>Use HTML / CSS to style </li></ul>
  30. 30. Customers Like It! <ul><li>We like it! Can we get some more? </li></ul><ul><ul><li>*BGB gave a 4.5 mark out of 5 overall </li></ul></ul><ul><li>Customer wish list </li></ul><ul><ul><li>Change own contact details </li></ul></ul><ul><ul><li>Search on own cases </li></ul></ul><ul><ul><li>Restricted view only access </li></ul></ul><ul><ul><li>View cases for multiple support sites </li></ul></ul><ul><ul><li>Ability to close own cases </li></ul></ul><ul><ul><li>All Misys case related communication </li></ul></ul>
  31. 31. Steve Petrofsky Customer Care [email_address]
  32. 32. Company Introduction <ul><li>VeriSign, Intelligent Infrastructure Services Company </li></ul><ul><li>DCMS, Digital Content and Messaging Services (fka m-Qube) </li></ul><ul><li>Develop, Deliver, and Bill for mobile content </li></ul><ul><li>Premium pricing for Chat, Alerts, Messaging, and Music, Video, Downloads </li></ul><ul><li>140 Enterprise Service and Support Users </li></ul>INDUSTRY: Mobile Content Delivery Services EMPLOYEES: 4,500 GEOGRAPHY: Global PRODUCT(S) USED: Service & Support, SFA # USERS: 157
  33. 33. Key Challenges <ul><li>Business Challenges </li></ul><ul><ul><li>Growth in support cases: 10% weekly growth (7/05 to 3/06) </li></ul></ul><ul><ul><li>Currently handling 50,000 cases per month </li></ul></ul><ul><ul><li>Complex environment – Consumer, Carrier, VeriSign, Content Provider </li></ul></ul><ul><ul><li>Resource management </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Scale </li></ul></ul><ul><ul><li>Email and Case management </li></ul></ul><ul><li>Reduce costs </li></ul><ul><li>Decrease resolution time </li></ul><ul><li>Effective support operation </li></ul>
  34. 34. Content Purchase at Media Site
  35. 35. Integrated Web2Case
  36. 36. Subscription Ringtone Purchase
  37. 37. 3 rd Party Access to Web2Case
  38. 38. Common Consumer Case Form
  39. 39. Sample Dashboard of Consumer Support Demo Dashboard
  40. 40. The Solution <ul><li>100% Web2Case </li></ul><ul><li>7 sources for detailed multi-dimensional reporting </li></ul><ul><li>Extensive use of email templates and auto response rules </li></ul><ul><li>Resolve ALL level 1 issues with auto response emails </li></ul><ul><li>External transaction lookup and verification; Batch Mode </li></ul><ul><li>Dataloader to update and close cases daily </li></ul><ul><li>Salesforce Service and Support </li></ul><ul><li>5 users + answer service </li></ul><ul><li>External emailer </li></ul><ul><li>Monthly process improvements </li></ul>DEPLOYMENT DETAILS
  41. 41. Results <ul><li>100% response on all level 1 cases within 1 business day or sooner </li></ul><ul><li>100% accuracy </li></ul><ul><li>Reduced headcount from 5 to 3.5 people and low people costs for volume of cases </li></ul><ul><li>Management visibility with easy to produce weekly metrics and dashboards </li></ul><ul><li>Improved carrier and consumer satisfaction </li></ul>
  42. 42. Kimberly Jansen CRM Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SESSION
  43. 43. 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 152, #### For example, “ Session 152, 5555 ” Session ID: 152 Session ID # Scores for 4 categories SMS Voting powered by:

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