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Service Cloud & Field Services: On Your Case. From the Call Center to the Field.

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With more competition than ever before, companies must learn to differentiate themselves not just by their offering, but also through their customer service experiences. Learn how organizations like 1-800-GOT-JUNK and TELUS are managing data and process seamlessly across service teams with the Salesforce Service Cloud.

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Service Cloud & Field Services: On Your Case. From the Call Center to the Field.

  1. 1. On Your Case. From the Call Center to the Field.
  2. 2. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Traction Experts in bending cloud based technologies around business process 10 years focused on the Salesforce.com platform • 3000+ projects, 400+ custom Force.com apps developed 240+ Employees, 260+ Certifications • SMEs in all Clouds (Sales, Service, Marketing, Analytics, Force) • HQ in Vancouver with offices in Toronto & Montreal • No outsourcing, no offshoring, no contractors • B Corp Certified • Ranked 6th best place to work in Canada
  3. 3. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Traction’s service cloud customer community
  4. 4. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | service cloud practice director • 20 years of leading Support Teams • Exec Leading the Support Services Teams • Crystal Decisions and Business Objects • 600 Support Agents across 11 locations • High volume “break fix” • High Touch “relationship build” • 1-800-GOTJUNK • 100 Agents • High Volume Sales Call Center • B2C on behalf of franchisees • Monetize America • Mobile Banking B2B2C • Mission Critical 7x24 • Machine to Case, SMS Robots • Complex Configuration Tracking Dave Galloway EVP Service Cloud Adoption
  5. 5. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | service cloud practice director • 5yrs & 5X Salesforce Certified • Over 50 Salesforce Implementations • Service, Sales & Custom • Multi-Thousand User Orgs • Service Console with 3000+ Emails a Day • Service Console with 10,000+ Transactions/Day • Data Enrichment & Transformation projects • 10s of Millions of Account & Contact Records Colin Lyons Solution Architect
  6. 6. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | CEB’s effortless experience Visit their website!
  7. 7. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | the data • 125,000 customers • 5,000 customer service agents • 100+ companies
  8. 8. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | what is loyalty anyway? Repurchase Increased spend or share of wallet Word of mouth / referrals
  9. 9. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | 3 ideas that may surprise you 1. Delighting customers in the service channel doesn’t pay 2. Customer service drives disloyalty, not loyalty 3. Key to mitigating disloyalty is reducing customer effort
  10. 10. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | reasons for the misunderstanding • We massively over estimate the value of wowing the customer* • We grossly under estimate the value of meeting customer expectations *wowing only happens 16% of the time and increases costs by 10-20%
  11. 11. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | high vs. low effort • 96% of high effort customers are not loyal • 9% of low effort customers are not loyal • Low effort: • 94% rebuy • 88% more wallet • 1% NWOM 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Loyal Not Loyal High Effort Experience 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Loyal Not Loyal Low Effort Experience
  12. 12. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | drivers of disloyalty • Repeat contact • Channel switching • Transferring or repeating information • Policies and processes for the company, not the customer • Hassle factor (hours of service, wait times, etc.) • The ‘experience’ (language, attention, patience)
  13. 13. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | going effortless One Enable the Front Line Two Empower the Customer
  14. 14. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline What do they need? • Customer Info • Work Order Info / Issue • Service Contract / Warrantee /SLAs • Who’s in the Field / Where / Specialist • Technician Availability • Asset Inventory/ Product / RMA • Optimized Routing / Scheduling • Payment / Billing
  15. 15. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Something that took me 5 screens and 10 minutes Now can do on 1 screen in 2-3 minutes
  16. 16. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | How would you rank the new implementation? 10 How would you rank the previous system? -5
  17. 17. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline Including the Service Technicians
  18. 18. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline • See all work orders for the day • Know the appointment times and tracking for next • Visibility into details of booking • Access to phone numbers to reach out to customer
  19. 19. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline • Map of all upcoming jobs • Built in navigation functionality • Awareness of travel time to the next appointment • Even awareness of technicians home to begin/end day
  20. 20. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | going effortless One Enable the Front Line Two Empower the Customer
  21. 21. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | • Scheduling Experience • Transferring or Repeating Information • Hours of Service • Promise Window (6hrs?) empower the customer drivers of disloyalty
  22. 22. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer No Repeating Info No Phone Call/ Busy Line Consistent Experience User Selects Vehicle *Rating
  23. 23. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Customer Facing Field Service Lightning. Live Website.
  24. 24. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Scheduling. - Factors in drive time between appointments prior and after for availability - Can look at custom options to adapt to display preferential times at the top for those that would be better for mileages
  25. 25. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Future with Commerce Cloud (Demandware) - Purchases/ Billing - Orders and order status - Inventory Management - Cases against orders/work orders/assets - Blended experience between service and sales
  26. 26. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Sharing Visibility Location Estimated Time Car Type Image
  27. 27. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Order Status Ability to Cancel Service Technician Details CSAT/NPS Sharing Solutions Community
  28. 28. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Native Custom • Products • Assets • Entitlements • Resource Pool • People, trucks, territories • What can do what, where • Custom objects! • Scheduling • Find a location – Google Maps integration • Find a time slot – Click Software integration • Integration with ERP for inventory • Products that can be sold • Assets owned by the customer • Billing & Invoicing • Invoicing from a work order • Collecting payments when work is completed • Integration with ERP What’s Native & Custom?
  29. 29. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Additional FSM Considerations • In-field communications • Dispatch console, management requirements, escalations • Mobile access • Time logging & integrations with HR/Payroll • Location tracking for technicians • Sales interactions with Service • Customer self-service and self-booking
  30. 30. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | we’ve left the safe harbor
  31. 31. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Questions Dave Galloway EVP Service Cloud Adoption dgalloway@tractionondemand.com Colin Lyons Solution Architect clyons@tractionondemand.com

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