NOTE: ACSI = American Customer Satisfaction Index Summary Points: Focus on customer loyalty is going to benefit companies in the long run How to focus with lower resources? We will help you understand. Script: The current business climate we’re all working in makes things harder then ever on service organizations. We hear this all the time from our customers. On the one hand, you’ve got to focus on customer loyalty, focus on customer satisfaction, focus on reducing customer attrition. But on the other hand, you’ve got fewer resources. Smaller budgets, often a lower head count. It often tempting to focus only on the cost side of the equation, but but there really is a great opportunity today for those companies who can keep their eye on improving customer loyalty at the same time. If we look at the last time we faced a down turn, we see that companies who sacrificed loyalty for short term gain didn’t fair very well, while those that put their customers first were able to vastly outperform their peers. Transition: That’s your goal. You want to be part of that blue line. So how do you do it?
Summary Points: You have a challenge delivering against customer expectations today As customers move to the cloud, this challenge becomes even greater. You are missing out on most conversations Script: The fact is that this technology platform was built specifically to deal with the contact center. That may have been fine 15 years ago, but as we discussed previously, about half of all service interactions today are taking place on the other side of this divide. So not only are many companies struggling to get their on-premise technology working right in their contact enter, but they can’t even begin to think about connecting with the other 50% of customer conversations that are taking place in the cloud: With other customers With business partners Or in the greater cloud community through sites like Google, Twitter, or Facebook If you think about the trends – more interactions moving to the cloud – it just means that even those interactions that continue to come through the traditional channels in the future will be that much more difficult. What was historically a Tier 1 type call will be answered in the cloud, and your agents will be receiving all of the Tier 2 calls. Transition: Yesterday’s technology platform isn’t cutting it.
Summary Points: Building loyalty means responding to customers where they reside More conversations are taking place in the cloud Today, Gartner predicts 50% conversations take place in traditional channel – phone, email, chat, web. 50% are already taking place in the cloud. This will be increasing to 65% in just 3 yrs. Today, to be successful in strengthening your customer relationships, you’ve got to connect and respond to customers EVERYWHERE they turn for service. Through every interaction. The thing is, the types of interactions that customers demand will be a function of their preferences, and not necessarily of the systems you have in place. Things starts with traditional service channels like the contact center . Of course that’s often the cornerstone for service organizations. But for today’s customers, that’s just one part of the picture. Every single customer facing employee has an effect on service. That’s call call center agents, but also the rest of your business , like sales reps or marketing managers. And as business ecosystems are get more complex, that even includes your business partners . But that’s not all. More and more often, customer’s preferred means of service are shifting to the Internet, or to “the cloud”. Their experiences that are shaped by the consumer web sites they use every day, and it’s likely that they’re expecting and demanding a more sophisticated experience on your company’s website . Finally, these days it’s often not enough to provide your own service website, but you’ve got to start thinking about the other places in the cloud that customers are turning for service…social networks like Facebook & Twitter, search engines like Google…places they can go to seek out advice from friends or peers. In fact Gartner says that already, a full 50% of service conversations are happening in the cloud today, and that’s projected to climb over the next few years to 65%. Transition: So, that’s a pretty tall order, connecting and interacting in all of these places. But this isn’t the only area of focus for service organizations.
Industry shifting to enterprise cloud computing With the cloud (the internet) companies can build and run applications with just a browser No need for servers or software today
Shift started with CRM applications ten years ago Now, many other applications are now in the cloud: HR, desktop & productivity, finance, supply chain, etc. You can run your business in the cloud
Shift has now moved to platforms Companies can now build applications in the cloud
Script: At it’s core, cloud computing means “no software”. That lets you focus on doing what’s core to your organization…delivering great service, while we focus on managing the infrastructure, hardware, and software. Out model is based on a multi-tenant architecture. That means that all of our 55k customers share a single instance of our application. It also means that each customer doesn’t need their own hardware stack, which reduces any big upfront capital expenditures. The model is also based on subscriptions. That means you pay as you go, and you have steady, predictable operating costs, with no surprises along the way. And it’s also completely elastic. That means you can scale your usage up and down as your business demands it. You can literally turn on hundreds or thousands of new agents in an hour. This model that aligns nicely with these times and we’ve found also with the needs of our customers. Extra Space Storage is a service & support customer and the cloud computing model is exactly the reason they went with us. They are one of the largest self-storage companies in the US, you’ve probably seen their signs on the highway. They wanted to focus on what’s core to their business and on their own customer success rather than focusing on managing data centers. We’ve helped them achieve that.
Three core components to our products: apps, platform and infrastructure Apps: Complete set applications for CRM and for your custom applications Platform: Tools that our customers use to build and customize apps fast - Infrastructure: Technology that our apps and platform run on. Enables real-time data processing, sharing, and upgrades.
Our cloud apps run on our infrastructure and can be customized with our platform. These apps include: Sales Cloud: applications for your sales organization to manage all your sales and marketing activities, pipeline and forecasts Service Cloud: applications for your customer service and support organization to manage post-sales service to your customers - Your Cloud: build and run your custom apps that are unique to your business
Gartner this year recognized us as the leader in their annual magic quadrant 1 of only 3 vendors in the leader quadrant The most visionary of any other offering
Market for SaaS customer service and support applications Salesforce: 54.8% RightNow: 24.0% Oracle: 4.4% eGain: 2.6% ATG: 2.4% All Others: 11.8%
Source: Salesforce.com Relationship survey conducted in Dec. 2008, by an independent supplier MarketTools Inc. Sample size for continue to use = 3220, recommend to others = 3215, and already recommended = 2483, WW respondents, randomly selected. Success rate reflects respondents indicating “Definitely will” or “Probably will” continue to use salesforce.com. “Would recommend to a Colleague” reflects respondents indicating “Definitely will” or “Probably will.”) Script: Those 6,800 customers come in all sizes, from small businesses like HomeAway or Compass learning, who have a few dozen employees but want to use the same applications as the enterprises out there. Or the large enterprises themselves, TD Ameritrade, Qualcomm, and Comcast, also trust us for customer service & support applications. And one of the things that we’re most proud of is that these customers are increadibly happy with our service. According to independent 3 rd party surveys that we conduct every few months: 94% will continue to use Salesforce 92% would recommend us And 77% have already recommended Salesforce to a colleague Transition: Why is that?
When you connect with your customers everywhere they turn for service, you’ll see measurable results The Service Cloud not only helps our customers see improvements in satisfaction and retention But also helps them be more productive and reduce costs
The service cloud is a new approach for modern customer service It connects traditional channels, like phone, email, and chat… With new channels that today’s customers use more and more: Web service, partners, web search, and social networks And it all runs on a single cloud computing platform that ties every thing together So now you can join every conversation that your customers are having
Summary Points: Designed with an ease-of-use that agents love Increase agent productivity and case resolution Decrease organizational costs such as agent turnover and agent training Flexible deployment model allows for optimizing agent mix of in-source, home-source and out-source agents Script: It starts with your agents. Your agents are the front-line connection to the customer, and their success immediately affects customer satisfaction. We’ve designed our agent facing application from the ground up for speed and ease of use. In fact, it’s been modeled after the websites that your agents use everyday, so it’s incredibly intuitive. That means you can reduce training and agents can get on board and up to speed more quickly. And it means your agents will actually enjoy using the application…which is key for job satisfaction. All of these things will go a long way towards reducing the overall cost of your agents. The cloud helps connect customer interactions across any channel, whether that’s phone, email or you chose to integrate with a chat client. Agents get a complete access to these interactions in a single view, everything right at their fingertips in a single console, so they can quickly handle issues and stay productive. And finally, because you only need a computer and an internet connection to get going, the flexibility of the cloud computing model allows companies to deploy to a mix of agents, whether in-sourced, home-sourced or out-sourced. You can effectively tune your mix & volume of agents to strike the right balance between cost & service.
Summary Points: Knowledge is the core piece of the service cloud Companies need to leverage the business value in these conversations Script: We’ve touched on agents, your business, your customers, and the larger community, and Salesforce also gives you the power to harness and manage the knowledge that comes of out all of these interactions. Knowledge provides a mechanism to capture this expertise, and then make it accessible to everyone in the cloud. It is really the ultimate in sharing and collaborating. Our knowledge base works on a massive scale, in use by some of the largest and most demanding companies out there, like Comcast, Wachovia, and Orange in Europe. And it also make use of our patented relevance dimensions technology that ensures that only the exact right answer is available to the right customer. The end result is that your agents are effectively smarter, everyone gets faster answers across every channel, and you see higher customer satisfaction.
Summary Points: Companies have to deliver a web destination Need to provide a web experience that matches customer experience in the consumer web Lower cost option for service delivery Script: We have focused on the agent processes within the Service Cloud, and also on the way in which the Service Cloud connects the rest of the organization. As important as those things are, you’ve also got to connect with customers in online, in the cloud. It’s really becoming the preferred channel for many of today’s customers, who find it more convenient place to get answers and interact with their peers. Salesforce helps you bring the best of the web to your customers with a customer service portal. You can deliver self-service,: Help customers create & track service issues on their own or search the knowledgebase for fast, anytime service… But that alone isn’t enough to meet today’s customers’ expectations for what a web experience should be like. So Salesforce helps you go a step further. You can deliver rich help and training content like presentations or videos. You can fully customize the experience so it reflects your brand or the unique needs of your customers. And you can actually use it as a place to create your own customer community. It’s not just about 1:1 interactions between the customer and the service department, but many to many interactions between customers, service, and other customers. They can connect with other customers, and share ideas & knowledge. Solve each others problems. And if you can deliver on all of these things, you’ll realize not only an increase in satisfaction and loyalty, but also the cost savings that self-service is known for.
Summary Points: Customers are moving to the cloud Companies need to leverage the business value in these conversations Script: We talked about how Salesforce can help you bring the best of the web to your customers, but it’s also important to join those conversations that are already happening in other places out there in the cloud. More and more often, these are the new channels that customers are turning to for service. Why is this important? It’s happening now. Customers have more brand control than ever before…we’ve all heard of examples of this, from poor product reviews on a blog to a video of a sleeping cable guy on YouTube. The companies that are able to participate in these conversations and who are able to listen to what their customers are saying, and respond to those customers, are those that will set themselves apart. Salesforce can help you join these conversations. But more than that, also start to incorporate these conversations into your business processes. Google is the first place that many people go when they have a problem. You need to be sure that your customers can find the right information through search. With our public knowledge base, ideas forums and sites technology, you can make your knowledge available to Google or any search engine. Facebook is one of the largest social netoworks out there, with over 175 million users, many of whom are there having conversations about the products and services they use every day. Our Facebook connector tool kit can help you tap into these conversations. Finally, Twitter is one of the fastest growing communities on the web, growing at over 1000% annually. Many companies, including famously Comcast, Starbucks and Dell are already reaching out to the Twitter community. With Salesforce CRM for Twitter, you can tap into what’s going on here just as easily as you can accept an email from a customer.
Script: Because there is no software to install, no servers to provision, you can get started in a matter of weeks. This is in stark contrast to the months or years you often find with on-premise solutions. In fact, on average our largest enterprise customers, those with over 1000 employees can deploy Salesforce in just 80 days…less than a quarter. And our small and medium sized businesses get going in just over a month on average. Transition: But it’s not just about deploying quickly. STATS SOURCE: Business Days to Deploy Large Enterprise (1000+ employees) Implements in 80 days (Source: Salesforce.com Relationship survey conducted in July ’07, Feb. ’08, and Dec. ‘08, by an independent supplier MarketTools Inc. Respondents were business executives/sponsors involved in the CRM purchase decision, from large enterprises worldwide, randomly selected. Sample size for days to implement = 235.) Small and Mid-Size Business (less than 1000 employees) Implements in 37 days (Source: Salesforce.com Relationship survey conducted in Dec. ‘08, by an independent supplier MarketTools Inc. Respondents were business executives/sponsors involved in the CRM purchase decision, from SMBs worldwide, randomly selected. Sample size for days to implement = 513.)
Welcome to the Serivce Cloud. The Service Cloud is our model for a customer service platform that is more aligned with the needs of today’s customers, better suited for the demand on today’s businesses. That’s what we’d like to share with you today.
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Alex Wolin Vice President, Americas Salesforce.com Únete a la conversación
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 salesforce.com, 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 subscriber growth, attrition, 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, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, subscriber attrition, interruptions or delays in our Web hosting, breach of our security measures, 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 non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K filed and our quarterly report for the most recent fiscal quarter ended October 31, 2008. These documents 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 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Delivering Great Service Has Never Been More Important Change in Stock Price (%) Source: Journal of Marketing, “Customer Satisfaction and Stock Prices”, January 2006 2001 2002 2003 2004 0 20 40 60 80 -20 -40 DJIA: - 5% S&P 500: - 19% ACSI Highest Rated Service Companies: +75%
The Old Model is not Working But Can’t Connect Here: Built for This: Contact Center Discussion Forums The Cloud Community Company Websites
Upgrades & Maintenance Impact Satisfaction New Software Installation Hardware Upgrades Customization Reprogramming Integrations Reconfiguration Performance Tuning Testing Dissatisfied Customer Isn’t there a better way to run your call center?
1980’s: Call Center Your Customers’ Approach to Service Is Evolving Today: The Cloud 1990’s: Contact Center More Channels More Connected More Experts Email Chat Phone
Success Means Connecting with Customers Everywhere Phone Email Chat Your Contact Center Sales Marketing Resellers OEMs Your Business & Partners Self-Service Forums Your Website The Cloud Community
Applications Moving to the Cloud Today Cloud Computing Applications 1960’s Mainframe 1980’s Client/server
Platforms Moving to the Cloud 1960’s Mainframe 1980’s Client/server Today Cloud Computing Platforms
The Cloud Computing Model: Right for These Times Multi-Tenant: Pay As You Go: Elastic: No Capital Expenditure Predictable Operating Costs Scales With You
The world’s most complete cloud applications (software-as-a-service) The fastest way to build apps on a cloud platform (platform-as-a-service) Real-time cloud infrastructure (infrastructure-as-a-service) The Real-Time Cloud
Salesforce Delivers The Real-Time Cloud Multitenant Kernel Unlimited Real-Time Customization Granular Security & Sharing Real-Time Workflow & Approvals Programmable User Interface Real-Time Mobile Deployment Real-Time Analytics 750+ Integrated Applications ISO 27001 Certified Security Proven, Real-Time Scalability Programmable Cloud Logic Real-Time Sandbox Environments Integrated Content Library Real-Time Web Sites Salesforce to Salesforce Proven Real-Time Integration Proven Reliability Real-Time Upgrades 3 Global Data Centers & Disaster Recovery Real-Time Query Optimizer Real-Time Transparent System Status
Industry “Leader” for the Service Cloud April 3, 2009 2009 Magic Quadrant for Customer Service Contact Centers
The Cloud Computing Leader for Service & Support 54% 1 Keith Dawson, Principal Analyst, Frost & Sullivan, May 15 th 2009, “North American Customer Service & Support Applications Market” 2008 Market Share Customer Service & Support Cloud Computing Applications Everybody Else
Helping Over 8,000 Service Organizations Move to the Cloud 95% Will Continue to Use Salesforce 93% Would Recommend to Others 75% Have Already Recommended Source: Independent third party, MarketTools Inc. survey conducted June 2009 across 6,000 customers.
Customers Succeed in the Service Cloud Average Improvements of 3,500+ Salesforce Customers Surveyed by Market Tools, Inc., December, 2008
Service Cloud Manager Join the Conversation Service Cloud Keeps You Connected Everywhere Phone Search Email Chat Social Community Customer Portal Partners
Run Your Contact Center in the Cloud Quicker On-Boarding More Productive Agents Faster Case Resolution Complete Case Management Workflow and Escalation CTI & Chat Integration Chat Email Phone
The Long Tail of Knowledge Escapes Most Companies Frequency of Questions Types of Questions Your Experts’ Knowledge Community Knowledge 20% 80%
Harness Knowledge Across Every Channel Fully Integrated Mutli-Tenant Highly Relevant
Bring the Best of the Web to Your Customers Track Service Cases, Find Knowledge … And Lower Service Costs Deliver Help & Training, Customize the Experience Connect with Customers, Capture Answers & Ideas Deliver Faster, Any-Time Service Drive Customer Adoption Build Your Customer Community $7.50 50¢ Call Center Interaction Self-Service Interaction Source: Garnter How to Justify a Self-Service Implementation, Dec, 18, 2007 Customer Portal
Join Community Conversations in the Cloud Public Knowledgebase Public Ideas Forums Force.com Sites Salesforce for Twitter How do I fix this product? Facebook Answers Cloud-Native Platform Search Search Social Social
Extend Your Community to Facebook Source knowledge from 250+ million experts on Facebook. Salesforce Answers
Your Customers Are Tweeting About You How do I fix this product? update
Your Customers Are Tweeting About You Increase Customer Satisfaction Monitor & Join Twitter Conversations Capture Knowledge from the Twitter Community Share Knowledge from Tweets Available at No Charge on the AppExchange Salesforce for
Cloud Computing Platform Lets You Deploy Quickly Our Customers Deploy in… 80 Days 37 Days Enterprise: SMB: Source: Independent third party, MarketTools Inc. survey conducted Dec. 2008 across 3,000 customers. 12 weeks 12 weeks 6 weeks 14 weeks 8 weeks 4 weeks 12 weeks 12 weeks 12 weeks