CRM Aplicado
            &
   Computacion en la Nube
          UNIBE
    26 de marzo de 2009

The Value Manag e me nt Co m...
Agenda

 Introduccion

 Nuestro Trasfondo (The Value Management Company &
  Salesforce.com)

 Retos de Negocio y CRM

...
The Value Management Company

   Experiencia combinada de sobre 70+ años en ventas, mercadeo,
    consultoría, implementa...
The Value Management Company

   Servicios                           Valor
                                         • Ma...
Nuestros Clientes




Fideicomiso
Conservacion
Puerto Rico
Imperativos Empresariales
   Aumentar la satisfacción y asegurar agilidad en la atención al cliente

   Reducción de Cos...
Ejemplos de Propulsores de Negocio

•   Unmanageable CRM Infrastructure

     •    Standardization of a single application...
5 Retos en la Gestión de Servicio al Cliente


                                                                         Pr...
Retos

 Estandarización y eficiencia de los procesos de mercadeo
  ventas & servicio


 Mejorar calidad de servicio como...
Sobre Salesforce.com
Salesforce.com’s Mission:
               On Demand Innovation Driver, Catalyst & Evangelist




   Mainframe            Cl...
Multi-Tenancy Serves Companies of All Sizes



  ENTERPRISE

   MARKET




  MID-MARKET




SMALL BUSINESS
The World’s Largest On-Demand CRM
                   Deployments Run on Salesforce.com




45,000   ~40,000       ~30,000 ...
Nuestra Vision: Web 2.0 y modelo on
                           demand
Delivering Killer Apps: CRM
Valor in semanas, no años



                             Cliente/Servidor y Software
                                    ...
Nueva Platforma – On Demand




                Us
             Nosotros                                  Usted

Infrastru...
Por que Empresas se apoyan en On
                                    Demand CRM?
  La exigencia de mejor manejo de relacio...
Enfoque en adquisiscion de cleintes rentables,
                  ejecucion y atencion al cliente que diferencia a
        ...
The Internet Shows the Way



       Consumer Web




Why can’t business applications be as easy as the Consumer Web?
That’s exactly what’s happening today




 Distribution Manager Desktop   Producer Desktop




Customer Development Deskto...
Distribution Manager Desktop

                               Intuitive and Easy To Use

                               Ful...
Sales Exec Desktop

                     Intuitive and Easy To Use

                     Fully Customizable

             ...
Kaiser standardizes sales process



Challenges                          Results
•Consolidate sales management on   •Overa...
Gestion Comercial

 Acceso a toda la información relacionada a la
  gestión comercial
 Debe permitir medir cómo están la...
Generate More Leads
  Plan and execute marketing campaigns that generate demand for your product or service.

  Capture th...
Optimize Lead Flow
                                                                Create a closed-loop follow-up process ...
Close More Deals
                Close deals faster by providing a single place for updating deal information, tracking op...
Solicitudes de Servicio &Manejo de
                                            Quejas
 Canalizar, resolver y monitorear l...
Centros de Atención al Cliente

   Sistema único de atención.
   Acceso al historial del cliente, su patrón de pago, his...
Estrategia Unificada

Centro de atención al cliente, manejo
de quejas, manejo de perfil de cliente,
       niveles de serv...
Improve Agent Productivity with Dream
                              Agent Desktop
 Any browser is a call center
desktop
  ...
Funnel Cases from Disparate Customer
                                                   Touch Points
Effective customer se...
Streamline Your Case Resolution Process
 Make sure your service and support organization operates with maximum efficiency ...
Custom Workflows Automate Business
                                        Processes


  Business                         ...
Provide 24/7 Self-Service Support with
                                                                           the Cust...
Analytics For Operations Monitoring and
                                 Improvement



                                  ...
Force.com
Integration as a Service
Por que es importante la integrcion?


                                    Segmentacion
                   Mecadeo
       ...
En Resumen…
Puntos de Importancia

   Comanias en todo el globo y todos los segmentosestan logrando exito –
    servicio
   CRM and ...
Sales and Marketing Alignment


Lead Source Tracking                                                         Intelligent L...
Deliver the Dream Desktop




High Quality   Increase Agent    Real-Time Service
One & Done      Effectiveness      Perfor...
High Quality One & Done Service



Intelligent Case                          Case History                                 ...
Increase Agent Effectiveness



   Dream Agent
                                                                           ...
Real-time Service Performance Visibility




Service Performance End-User Customized                                      ...
Turn Customers into Evangelists




24x7 Service at Web 2.0 Self-Service   Build a Loyal   Adapt Quickly to
  Lower Cost  ...
Innovation is the Lifeblood of Any
                              Organization


•      Innovation distinguishes
    betwee...
Claves de Éxito

•Las siete claves para
realizar Valor
                                           Plan Acelerado de Adopci...
Q
&A
•Q U E S T I O N S
  •A N S W E R S
•Mapa de Procesos General
 Mapa de Procesos General
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
Unibe Applied CRM & Integrated Processes Dom Rep, 20090326
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Unibe Applied CRM & Integrated Processes Dom Rep, 20090326

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UNIBE Applied CRM Contiuing Education Course Introductory Presentation on Applied CRM topics

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  • Why is integration so important. Most companies have tremendous amounts of data locked away inside legacy and siloed applications. The ability to make this data available to customer facing employees can have a tremendous effect on the quality of a customer interaction. Giving marketing past purchase history including existing assets, purchase data and pricing can lead to much more effective customer segmentation and targeted campaigns as marketers can more easily match customers with the right offers in the right format. Providing closed order information and billing data with existing pipeline data delivers a much more accurate forecast and shortens customer sales cycles. Finally, nearly of the questions that come into a call center are about a customers bill or shipping dates. Exposing this critical information out to the call center reps without making them switch applications or struggle with outdated and cryptic backoffice UIs delivers much faster call times and significantly higher customer retention rates. <number><number>
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  • It is critical for companies’ sales and marketing organizations to be aligned. One of the advantages of salesforce marketing is that all of the information about leads, opportunities, and deals can be shared across both sales and marketing, as it all lives in the same place. Now you have one single version of the truth. Both sales and marketing can work off of the same dashboards and performance indicators, because all of they are working off of the same sets of information. This leads to faster and easier communications about which campaigns are driving the best leads, and where sales should focus on their attention. <number>
  • We help you address the 4 challenges we’ve outlined by delivering the dream agent desktop with the Salesforce Call Center application. With salesforce, you get high quality one and done service, increased agent effectiveness, and real time service performance visibility. A great example of this is cars.com, who were able to increase agent productivity by 50%, cut response times by 65%. The next few slides will show in a bit more detail how we deliver these great results and then show some concrete customer examples where we have achieved this.<number>
  • When I contact a company with a customer service request, there is one thing that impacts my satisfaction level more than any other: being passed from agent to agent, repeating my story until they find the right agent who can solve my problem. With Salesforce’s intelligent case routing, we assign the incoming call to the right agent the first time. And if a call does need to get transferred for some reason, we provide a complete account history as well as case history so that agents have the complete picture before they start talking to the customer and don’t have to ask unnecessary questions.We also let the customer interact with you when and how they want, by providing a world class self-service portal. The end result is that we help you improve your first call resolution rate, or your “one and done rate” as well as your customer satisfaction scores. As always, customer testimonials speak best. This quote from Monique Bender at GMAC Bank speaks right to the issue: “we get our customer’s requests to the right place, the first time.” <number>
  • You’ve probably all seen the Youtube video of the cable technician who fell asleep on the customer’s couch while waiting on hold. Although this is an extreme example of long hold times, it shows how damaging long hold times can be to your brand. Speed of the call is certainly a major factor in determining my experience and ultimately my satisfaction level as a customer. One of the ways that Salesforce helps you reduce the case handling time by increasing the effectiveness of the agent. First, CTI prepares the agent so that they don’t have to look up customer information, they receive a screen pop with all the customer information before they even start talking to the customer. Second, our 360 degree view of the customer ensures that the agent isn’t missing information about the case or the account, so they don’t make mistakes or repeat questions unnecessarily. Third, a self-learning knowledge base helps the agent find the answer fast and accurately and arms the most junior agent with the experience of a seasoned pro. Last, Salesforce delivers all of this great functionality through the Dream Agent Console, which provides the agent with one click access to all the information they need, further reducing the average call handle times. Extra Notes:SFDC integrates to over 70 telephony systemsSummary of how to make them more effective: Prepare the call, make all info available during call, KB to find answer faster, interface that is easy and fast and efficient.<number>
  • No matter how well you initially set up your customer service operations, you will want to monitor ongoing performance and improve upon it. With Salesforce, it is easy to provide real time service performance visibility with reports and dashboards. The end user who is using the information to make decisions, can easily define and customize their reports and dashboards, fitting their specific needs. The real time nature allows you to react quickly, increasing responsiveness and often efficiency. Staying on top of SLA commitments and catching trends that reflect underlying problems are 2 examples of how good operational reporting helps you run a better call center.<number>
  • Salesforce Customer portal helps address these 4 challenges by improving customer satisfaction and loyalty while lowering costs. Your customers get to choose when and how they want to interact with your customer service center, and when they do, they get a rich web 2.0 experience making them want to come back. And with salesforce customer portal, this is all easy to do and fast to deploy and adapt, thanks to the customer portal being an integral part of the application family, benefiting from all of the power of the Salesforce delivery model and platform. <number><number><number>
  • Innovation is the lifeblood of any organization. As Steve Jobs said, it distinguishes between leaders and followers. While Apple is well known for their marketing innovation, innovation can come in many forms and is vital to just about every industry. So how do you share ideas and fuel innovation at your company?
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  • Unibe Applied CRM & Integrated Processes Dom Rep, 20090326

    1. 1. CRM Aplicado & Computacion en la Nube UNIBE 26 de marzo de 2009 The Value Manag e me nt Co mpany Applied Knowledge, Leading Edge Thinking Enrique A. Ortiz-Mundo, MS Presidente
    2. 2. Agenda  Introduccion  Nuestro Trasfondo (The Value Management Company & Salesforce.com)  Retos de Negocio y CRM  El Paradigma On Demand  Procesos Integrados (Mercadeo-Ventas-Atencion al Cliente)  Metodologia & Claves de Exito  Resumen  Q&A
    3. 3. The Value Management Company  Experiencia combinada de sobre 70+ años en ventas, mercadeo, consultoría, implementación de soluciones de negocio innovadoras  Expertos en CRM, gerencia de proyectos, calidad e inteligencia de negocios  Experiencia en mejora de procesos, excelencia operacional, desarrollo de negocios. Y tecnología de apoyo a la gestión  Cobertura regional: Puerto Rico, Caribe, América Central  Representante Autorizado de organizaciones lideres en guiar el futuro del mundo empresarial
    4. 4. The Value Management Company  Servicios  Valor • Maximizar el beneficio de  CRM inversiones existentes y futuras • Proyectos que agregan beneficio, mejoran la atención al cliente,  Consultoría Gerencial propulsan crecimiento y mejoran la calidad de servicio con  Planificación Estratégica/ resultados sostenibles Talleres Ejecutivos  Crecimiento • Mejoramiento de calidad,  Reingenieria de Procesos eficiencia y efectividad • Definición del métricas relevantes  Gerencia de Proyectos para medir resultados deseados y el éxito  Analsisi de ROI/IT Value  Rentabilidad/Eficiencia Management • Mejoramiento de la ejecución fiscal  Selección de Software • Eliminar costos superfluos reduciendo los defectos de proceso  Outsourcing de gestion • Reducción del costo operacional comercial, Mercadeo & Servicios al cliente
    5. 5. Nuestros Clientes Fideicomiso Conservacion Puerto Rico
    6. 6. Imperativos Empresariales  Aumentar la satisfacción y asegurar agilidad en la atención al cliente  Reducción de Costos, Aumentar las eficiencias y maximizar los recursos  Mejoramiento de la excelencia en la gestión y la calidad de servicio  Profesionalizar/desarrollar el capital humano, redefinir de roles/resp.  Integracion de procesos generacion de demanda-comercial-atencion al cliente Disminuir Mejorar Expandir Sus Mejorar Reducir Rotacion de Satifaccion Ventajas Rentabilidad Costos Clientes del Clientes Competitivas Metas Estategicas
    7. 7. Ejemplos de Propulsores de Negocio • Unmanageable CRM Infrastructure • Standardization of a single application across all business units • Adaptability to growing and changing businesses • Reduce the learning curve of professionals • Leverage and cross-sharing of business unit and overall knowledge • Improve productivity • Improve client management • Improve call management • Improve “team collaboration” on client relationships • Creation of institutional knowledge of client relationships • Creation of competitor intelligence • Consolidated View of the Customer • Consolidate on a single process and tool • Improve Rep/Manager Productivity • Improve Business Intelligence and reporting capabilities
    8. 8. 5 Retos en la Gestión de Servicio al Cliente Process/ Business Infrastructure Data Collection / Focused Service Strategy Design Perpetuation Measurement Offering Alignment Refinement 1) Definición de Metas organizacionales 2) Introducir puntos de demarcación claros en la experiencia del participante 3) Consolidación de las interacciones del participante en una sola base de datos de análisis de gestión 4) Utilización de indicadores de gestión personalizados para cada área y nivel de la organización 5) Ajuste de técnicas de medición para habilitar enlaces entre indicadores y gestión
    9. 9. Retos  Estandarización y eficiencia de los procesos de mercadeo ventas & servicio  Mejorar calidad de servicio como ente diferenciador  Visión de 360 grados para gestionar al cliente mediante una relación uno a uno para agregar valor  Autogestionar y controlar las distintas áreas de negocios de manera que se puedan maximizar los resultados (gestión comercial, servicio y calidad)  Entender claramente el patron del cliente en diferentes aspectos del negocio
    10. 10. Sobre Salesforce.com
    11. 11. Salesforce.com’s Mission: On Demand Innovation Driver, Catalyst & Evangelist Mainframe Client/Server On-Demand Mid 20th Late 20th 21st Century Platforms Century Platforms Century Platforms
    12. 12. Multi-Tenancy Serves Companies of All Sizes ENTERPRISE MARKET MID-MARKET SMALL BUSINESS
    13. 13. The World’s Largest On-Demand CRM Deployments Run on Salesforce.com 45,000 ~40,000 ~30,000 ~25,000 ~20,000 ~5,500 ~5,000 ~4,200 ~4,000 ~2,600 ~2,600 ~2,500 ~2,000 ~1,800 ~1,500
    14. 14. Nuestra Vision: Web 2.0 y modelo on demand
    15. 15. Delivering Killer Apps: CRM
    16. 16. Valor in semanas, no años Cliente/Servidor y Software Tradicional 6 month 27 month Breakeven Breakeven ROI ROI Source: Gartner, Customer Risk Value to Risk Customer Surveys Time Time Go Live ~ 12 Go Live ~ 6 Weeks to 3 Months months
    17. 17. Nueva Platforma – On Demand Us Nosotros Usted Infrastructure Application Operations Business The Fun Services Services Services Services Stuff    
    18. 18. Por que Empresas se apoyan en On Demand CRM? La exigencia de mejor manejo de relaciones nunca ha sido mayor. Menejo de canales y generacion de demanda es muy imponrtante. Mas comeptidores en el mercado y la necesidad de diferenciarse. Health Personal Commercial Life Annuity P&C P&C Direct and Brokers Agents intermediated Banks Advisors distribution Consultants Businesses and Consumers
    19. 19. Enfoque en adquisiscion de cleintes rentables, ejecucion y atencion al cliente que diferencia a la empresa y fomenta lealtad. Adquisiscion de Cleinte Rentable y su retencion • Estrategia de mercadeo muy focalizdas por segmento, objetivo, y mercado para cross-sell y up-sell • Mayor retencion de clientes y renovacion de servicios • Coordinacion de campanas internas y de canales • Vista consolidada de cleintes e inteligencia comeptitiva Excelencia en Ejecucion • Manejo de resultados contra planes de negocio • Visibidad de pipeline de canales e interno de forma unificada y segmentada. Detalle de etapas, sometido, cotizado, cerrado • Manejo de actidades a travez de la red de alidos y fuerza comericla interna • Reclutamiento y manejo efectivo de alidos de negocios y la relacion con ellos.
    20. 20. The Internet Shows the Way Consumer Web Why can’t business applications be as easy as the Consumer Web?
    21. 21. That’s exactly what’s happening today Distribution Manager Desktop Producer Desktop Customer Development Desktop Marketing Desktop
    22. 22. Distribution Manager Desktop Intuitive and Easy To Use Fully Customizable Agency performance reporting Campaign management Sales cycle visibility Collaborate with marketing, underwriters and agents Integrates with 3rd party data source and legacy applications
    23. 23. Sales Exec Desktop Intuitive and Easy To Use Fully Customizable Sales pipeline visibility Sales rep activity 360 view of client and agency New business flow Base business renewal Client coverage
    24. 24. Kaiser standardizes sales process Challenges Results •Consolidate sales management on •Overall national deployment to initial 400 users took less than four months a national level to allow for a common view of sales and •Standard processes across the account-management information company's eight regions create across the eight regions companywide efficiencies •Dashboards that consolidate key •With no national oversight of metrics into a single view help sales operations, internal managers run weekly meetings salespeople used disparate •Because Salesforce removed data systems depending on the region ambiguities, salespeople are more •Reports sometimes took as long inclined to use it, fueling user adoption as three months to generate and productivity
    25. 25. Gestion Comercial  Acceso a toda la información relacionada a la gestión comercial  Debe permitir medir cómo están las ventas por área de negocios sobre cuánto vende y cuánto margina  Realizar análisis de prospectos automáticos identificando qué cliente puede ser un potencial comprador de una solución específica  Debe permitir manejar el ciclo de ventas desde mercadeo hasta el cierre de las oportunidades
    26. 26. Generate More Leads Plan and execute marketing campaigns that generate demand for your product or service. Capture those leads through a variety of channels including your Web site. Campaign ROI Top Search Terms Leads by Source Lead Quality Web Site Visitors Web Form • Organic Web traffic • “Contact me” request • AdWords referrals • Free trial • Email responses • Event registration Plan and Execute Marketing Campaign • Google AdWords Inbound Calls Create New Leads Lead Capture • Email Marketing • Direct Mail • Yellow pages Search for the customer in Salesforce • Set up auto-response emails • Google Maps If one doesn’t exist, create a new lead • Cold Calls -”Thank you for your interest” • Word-of-mouth referrals • Partners -Your trial information -Event details • TV Lists Import Data • Radio • Purchased list • Use the import wizard Set up lead assignment rules • Events or Excel connector -Geography • Trade show • Trade Shows • Legacy data -Company size • PR -Product of interest
    27. 27. Optimize Lead Flow Create a closed-loop follow-up process so leads don’t slip though the cracks. Establish a lead qualification process to make sure all sales reps use the same consistent methodology. Lead by Status Lead Conversion % Converted Leads by Month Top Sales Reps My Open Duplicate Lead? Working Leads Establish Contact? Qualified? Leads Yes Yes Set up different views The find duplicate When you’re working a No No Create a set of to manage your leads. button lead, you’ll set up a series qualification questions, For example, today’s of tasks, which might vary such as current situation, searches for similar leads or leads sorted based on the type of lead. product of interest, leads or contacts in by lead type. For example: Keep an archive of your dead leads. timeframe, key decision Salesforce. makers Use email marketing and call downs Day 1: Personalize mass to re-market to your archived leads. If a lead turns out to be email If the lead is qualified, a duplicate, easily convert it into a contact, merge the two records. Day 2: Call/voicemail with an associated Day 4: Call/voicemail opportunity and account. Salesforce has a Day 7: Personalize mass number of AppExchange email partners that provide high volume de- duplication and data cleansing tools.
    28. 28. Close More Deals Close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording interactions. Easily analyze your sales pipeline so you can quickly identify and eliminate any bottlenecks in the sales cycle. Top 10 Deals Month-to-Date Trending Closed Business by Month Top Sales Reps Sales Marketing Open Opportunities Presentation Proposal Negotiation Won Yes You can monitor your Customize Salesforce to fit your No New Customers Support opportunities reports internal sales methodologies and and dashboards to processes, making it easier to monitor Salesforce gives your entire company keep track of your top your sales pipeline. a 360-degree view of your customers deals and prioritize Keep an archive of your dead opportunities. and facilitates collaboration across your time. your organization, helping you build Use email marketing and call downs strong, lasting customer relationships. to re-market to your archived opportunities.
    29. 29. Solicitudes de Servicio &Manejo de Quejas  Canalizar, resolver y monitorear los reclamos de los usuarios  Crear tarea de trabajo y establecer comunicación con el cliente,  Permitir la captación, medición y administración de solicitudes de servicio, quejas y sugerencias desde diferentes vías, la elaboración de gráficos y análisis de esta tipo de información.  Re-direccionar las llamadas hacia otro nivel de soporte.  Manejo de acuse de recibo por solicitud.  Herramientas de escalamiento, alertas y manejo de indicadores con plazos asociados a tiempos de respuesta (niveles de servicio)  Registro en línea obligatorio de datos del cliente.
    30. 30. Centros de Atención al Cliente  Sistema único de atención.  Acceso al historial del cliente, su patrón de pago, histórico de interacciones, datos estadísticos de comportamiento y de predicción de conducta para una rápida y oportuna respuesta.  Identificar el cliente cuando llama  Funcionar 24x7 en línea (que permita la atención en horario continuo).  Gestionar en el Call Center la atención de las llamadas y manejador de colas por tipo de cliente. (PBX)  Realización de encuestas de satisfacción.  Permitir la interacción, seguimiento y cierre con los clientes a través de diferentes vías: telefónica, presencial, Chat (Sistema de mensajería instantánea), e-mail, web, envío y recepción de faxes.  Gestionar y permitir la diferenciación en el seguimiento y tratamiento de las quejas, sugerencias y reclamaciones
    31. 31. Estrategia Unificada Centro de atención al cliente, manejo de quejas, manejo de perfil de cliente, niveles de servicio, etc.
    32. 32. Improve Agent Productivity with Dream Agent Desktop Any browser is a call center desktop • Outsourcing, off-shoring, home-sourcing… Simplicity of the web with speed of agent console • Single-click access to enterprise data CTI Caller info screen-pop
    33. 33. Funnel Cases from Disparate Customer Touch Points Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat. Cases by Type Cases by Source Cases by Customer Case Volume ? Log a Case Online Case Deflection • Customer Portal With the customer portal, • Web-to-Case you can set it up so the customer receives a suggested solution before submitting a case Call Support CTI Integration (optional) Your Customer Has • Press 1 for Support The customer’s information a Question • Press 2 for Billing automatically pops up for • Technical Support Case Is Created the support rep • Billing Question • Feature Request Email Support Email-to-Case (optional) • Updated Account Info • support@acme.com You can setup email-to- case so that a case is • billing@acme.com automatically created based on an incoming email. Call Sales Log a Case Manually • “While I have you on the The salesperson creates a phone…” case on behalf of the customer •” I don’t know who to call but…”
    34. 34. Streamline Your Case Resolution Process Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes, automate workflow, and increase service quality and consistency. Top Agents Case Status Most Used Solutions Avg. Response Time Customer Satisfaction Case Is Assigned Verify Entitlements Identify Solution • Suggested solution Communicate Solution • Over the phone Yes  Resolved? Case Closed • Service Request Level of support • • Search solutions • Email template • Log call notes No • Compliant • Primary contact • Browse solutions • Customer Portal • Close case • Business Area • Productsservices • Create a solution Rework the Case • Send survey • New information is gathered • Comments added to the case Case Is Reassigned Case Is Escalated • Brought to the attention of the support manager • Took too long to solve the case • Assigned to a tier 2 rep or tier 2 queue • Need tier 2 help to solve the case
    35. 35. Custom Workflows Automate Business Processes Business Case SLA workflow 30 minutes – rules assign automatically re- invoked No action an agent assigned •Custom Work Flow 30 minutes – No action Agent Management 30 minutes – Supervisor re-tasked team alert No action Screen Alert
    36. 36. Provide 24/7 Self-Service Support with the Customer Portal In an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven communities and unprecedented online access to information and resources. # of Customer Logins Self-Service Transactions # of Posts, Comments, Votes Popular Ideas Top Contributors Use your Web site and email correspondence to drive customers to the self-service portal, where Customer Portal Login Self-Registration they can log cases, check the status of cases, and connect with the online community My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps You can create Customers can log a Users can search or Let customers post, With the standard multiple portals for case online and come browse through vote on, and discuss customer portal you different types of back to check the solutions in the online ideas with one can deploy your own customers each, with status or case history knowledgebase and another: you can custom applications to its own custom home provide feedback on capture feedback or customers page those solutions they manage feature New Case is Created found helpful requests Cases logged to the portal will be routed and assigned to a queue for an agent to work
    37. 37. Analytics For Operations Monitoring and Improvement Made for Business Users Create Reports in Real-Time Design Analytics Mash-ups “ Salesforce has helped us gain complete visibility into our customer service worldwide, while improving service to ” — Vice President, Global Technical Services, Enterasys our customers.
    38. 38. Force.com Integration as a Service
    39. 39. Por que es importante la integrcion? Segmentacion Mecadeo Efectiva Aplicativos Heredados Pronosticos Facturas Comercial Precisos Productos Reclamos Pagos Retencio Servicios externos Call Center de cleintes Aliados
    40. 40. En Resumen…
    41. 41. Puntos de Importancia  Comanias en todo el globo y todos los segmentosestan logrando exito – servicio  CRM and gstion de aliados es muy imponrtante para maximizar la cobertura y efecto multiplcador. Mientras, los clientes y agentes tienen acceso a tecnologia de internet, sus empleado estan usando tecnologias y procesos anticuados o limitados. Las empresas usando el modelo On Demand, procesos integrados de CRM & estrategias de mercadeo realcional estan avanzando y construyendo relaciones fuertes con sus cleintes para aumentar lealtad, niveles de servicio y relacionamiento.  El modelo On demand esta probado para depliegues rapidos, costo efectivos y con alto nivel de exito y reotrno de inversion. • Proyectos tipicos corren entre 3-12 semanas y a un costo muy asequible • Hemos desplegado soluciones desde 10 usuarios hasta cientos en semanas en vez de anios  Solution de Salesforce es sportada por un eco-sistema de soluciones complementarias de terceros. • El uso de soluciones pre integradas ayudan a los cleintes a expandir su alcance y efetictividad en muchas areas complementarias de su negocio como recursos humanos, email marketing, inteligencia de mercado, verticales por industria como seguros, banca, biens raices, servico de campo, generacion de demanda, finanzas y otros.
    42. 42. Sales and Marketing Alignment Lead Source Tracking Intelligent Lead Automatically know where your leads Routing & opptys are coming from Higher Lead Get the right leads to the right Conversion people for timely follow-up Stronger Pipeline Campaign Effectiveness Lead Scoring Know which campaigns generate Make sure sales reps act on the most the leads that convert qualified leads first Know how your leads are performing Standardizing our business on the salesforce.com platform lets us know where we’re getting leads, how quickly we’re closing deals, and how efficiently we’re executing orders.
    43. 43. Deliver the Dream Desktop High Quality Increase Agent Real-Time Service One & Done Effectiveness Performance Service Visibility
    44. 44. High Quality One & Done Service Intelligent Case Case History Web Self Routing & Audit Trail Service Improve first call Have agents Provide anytime, resolution through understand the anywhere customer context-based routing complete picture service Higher 1st Call Resolution Rate Higher Customer Satisfaction Scores “ The best thing about running our call center on Salesforce is that we get our customers’ requests to the right place, the first time – and that we have become an agile organization that responds quickly to changing business needs. Monique Bender ” Program Manager
    45. 45. Increase Agent Effectiveness Dream Agent Seamless CTI Console Single click access to Reduce call Faster Case everything an agent times with Handling Time needs screen pops 360 Degree Self-Learning Customer View Knowledgebase See all customer Any agent can deliver interactions to avoid quality service repetition or mistakes “ … we found that the teams using salesforce.com were able to increase their productivity. Vice President, ” Customer Care and Quality Systems
    46. 46. Real-time Service Performance Visibility Service Performance End-User Customized Real-Time Management Dashboards Analysis Continuously improve processes Manage to specific targets Increase responsiveness with end to end visibility and objectives with instant insights Increase Visibility into Service Performance “We smiled for a month when we first saw the real-time dashboards and reports. They mean we can respond quickly to issues, make service improvements and maximize the use of resources. ” - Operations Director
    47. 47. Turn Customers into Evangelists 24x7 Service at Web 2.0 Self-Service Build a Loyal Adapt Quickly to Lower Cost Experience Online Customer Needs Community
    48. 48. Innovation is the Lifeblood of Any Organization • Innovation distinguishes between a leader and a follower. Steve Jobs — CEO, Apple
    49. 49. Claves de Éxito •Las siete claves para realizar Valor Plan Acelerado de Adopcion 7 Excelencia en Manejo de Datos 6 Mapa de Integración 5 Destrezas y Experiencia Adecuadas 4 Diseño Practico de Solución 3 Plan de Valor de Negocio 2 1 Patrocinio Ejecutivo
    50. 50. Q &A •Q U E S T I O N S •A N S W E R S
    51. 51. •Mapa de Procesos General Mapa de Procesos General

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