Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Best Practices for the Service Cloud


Published on

  • Be the first to comment

Best Practices for the Service Cloud

  1. 1. Best Practices in an On-Demand Helpdesk Brad Harrington Senior Product Manager Ross Bauer VP, Product Development
  2. 2. 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, 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, 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, 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, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our quarterly report on Form 10-Q filed on August 19, 2005 and in other filings with the Securities and Exchange Commission. 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Our Speakers Today Ross Bauer Vice President, Product Development Brad Harrington Senior Manager, Helpdesk Applications
  4. 4. Complete CRM View of Every Customer Complete CRM Solution Service & Support Use Cases
  5. 5. Plum Benefits Introduction <ul><ul><li>Leading Provider of Employee Perks Programs </li></ul></ul><ul><ul><li>Broad User of Salesforce: </li></ul></ul>22,000 Corporate Clients Hundreds of Entertainment Events
  6. 6. Challenges With Help Desks Today
  7. 7. Formal and Informal Employee Service Desks Service Agents Employees “ I’ve heard that question a thousand times…” “ That’s on the intranet…” “ John can help you with that…” “ Maternity leave questions…” “ Computer broken…” “ Need software…” “ New employee starting…” “ What’s a 401k?” “ Who do I call?”
  8. 8. Employees Not Satisfied with Helpdesk Results Courteous Help Ability to Reach Staff Promptness of Service Expertise of Staff Timely Resolution Ability to Resolve on First Call Percentage of Respondents Satisfied Neutral Not Satisfied … but only half of employees are satisfied Courteous… Level of Satisfaction with IT Helpdesk Base: 2,138 users in U.S. companies Source: Forrester Research, Inc., “Business Technographics March 2005 United States Technology User Benchmark Study
  9. 9. Isolated Helpdesks Hurt Satisfaction and Increase Costs Difficult to share information across boundaries Traditional Approach to Employee Helpdesks <ul><li>Challenges : </li></ul><ul><ul><li>Fragmented Processes and Data </li></ul></ul><ul><ul><li>Can Not Work Across Boundaries </li></ul></ul><ul><ul><li>Waste Time for Experts </li></ul></ul><ul><ul><li>High Cost of Escalation & Improper Escalation </li></ul></ul>Example: Hiring a new employee does not trigger processes across departments IT - Hardware IT - Applications Human Resources Finance
  10. 10. The Solution: Employee Service Desk <ul><ul><li>Greater Employee Satisfaction and Productivity </li></ul></ul><ul><ul><li>Reduced Costs </li></ul></ul><ul><ul><li>Improved Resolution Time </li></ul></ul>Consolidated Helpdesk
  11. 11. Employee Service Desk Key Requirements Employee Assets Intelligent Knowledge Base Help Desk Platform Agent Experience Analytics Integration User Security & Sharing Customization Ticket Management/ Escalation Employee Experience Self Service Portal Email Phone Agent Desktop Helpdesk Capabilities
  12. 12. Success with Employee Service Desk
  13. 13. Plum Benefits Deploys Salesforce for Employee Service Desk <ul><ul><li>Managing employee inquiries and needs was taking too much time! </li></ul></ul><ul><ul><li>Employees didn’t know who to contact for help </li></ul></ul><ul><ul><li>Poor response times, little visibility </li></ul></ul><ul><ul><li>Manual routing of cases, spreadsheets </li></ul></ul><ul><ul><li>Outsourcing was not working </li></ul></ul><ul><ul><li>Examined on-premise software applications, too expensive </li></ul></ul><ul><ul><li>Employees contact central helpdesk, cases routed appropriately </li></ul></ul><ul><ul><ul><li>IT (75% of issues) </li></ul></ul></ul><ul><ul><ul><li>Employee feedback </li></ul></ul></ul><ul><ul><ul><li>Human Resources (Payroll, etc.) </li></ul></ul></ul><ul><ul><ul><li>Office Management </li></ul></ul></ul><ul><ul><li>Successfully outsourcing 90% of IT </li></ul></ul><ul><ul><li>Visibility to helpdesk performance </li></ul></ul><ul><ul><li>Significant cost savings </li></ul></ul><ul><ul><ul><li>Implementation Time: 2 Days </li></ul></ul></ul>Before Salesforce After Salesforce
  14. 14. Plum Benefits Achieves Fast ROI <ul><li>Key Sources of Savings </li></ul><ul><ul><li>Significant reduction in coordination time </li></ul></ul><ul><ul><li>Save time for experts </li></ul></ul><ul><ul><li>Save IT time with On-Demand </li></ul></ul><ul><ul><li>Save employees time with single source of service </li></ul></ul><ul><ul><li>Outsource IT team arrived onsite prepared to handle issues </li></ul></ul><ul><ul><li>Saved individual 3-4 hours per week </li></ul></ul><ul><ul><li>770 hours per year total savings </li></ul></ul><ul><ul><li>1/3 to ½ cost of having an IT team </li></ul></ul><ul><ul><li>Outsourcing also saves time </li></ul></ul>
  15. 15. Best Practices for Employee Service Desks <ul><ul><li>Create Consistency in Process Resolution </li></ul></ul><ul><ul><li>Establish a productive agent environment </li></ul></ul><ul><ul><li>Centralize information </li></ul></ul><ul><ul><li>Centralize access for employees through a portal </li></ul></ul><ul><ul><li>Develop success metrics & use dashboards to monitor </li></ul></ul><ul><ul><li>Customize & extend your service desk </li></ul></ul><ul><ul><li>Outsource what you can </li></ul></ul>Best Practice #1 Best Practice #2 Best Practice #3 Best Practice #4 Best Practice #5 Best Practice #6 Best Practice #7
  16. 16. Create Consistency in Process Resolution <ul><ul><li>Escalations and Routing </li></ul></ul><ul><ul><li>Incident Severity </li></ul></ul><ul><ul><li>Communication Channels </li></ul></ul><ul><ul><li>Incident Closure </li></ul></ul>Standardization of Resolution Process Best Practice #1 Decide Act Close
  17. 17. Plum Benefits Standard Resolution Process 1 2 3 Best Practice #1
  18. 18. Consistent Communications with Employees Employee Communications Best Practice #1
  19. 19. ITIL is the Standard for IT Management Information Technology Infrastructure Library (ITIL) Framework Configuration Management Incident Management Problem Management Change Management Release Management Service Desk Customers Best Practice #1
  20. 20. Create a Productive Environment for Agents Agent Desktop Best Practice #2 Customized Information Reportable Results
  21. 21. Centralizing Information Speeds Up Resolution Computer Equipment Health Benefits 401k Info Personal Information Payroll and Financial Centralized Employee Asset Management Centralized Knowledge Management IT Solutions Benefits Solutions Accounting Solutions HR Solutions Finance Solutions More complete view of employee Broader access to solutions Centralize Information Best Practice #3
  22. 22. Centralize Access for Employees through Portal View Case Status Log New Cases Find Solutions <ul><ul><li>Offload High-Cost Channels to Online Self-Service </li></ul></ul><ul><ul><li>Faster Resolution with Online Knowledge Base </li></ul></ul><ul><ul><li>Let Employees Work on Their Schedule 24x7 </li></ul></ul>Employee Portal Best Practice #4
  23. 23. Measure the Right Metrics for Your Business <ul><li>Continual Analysis for Improvement </li></ul><ul><ul><li>Problems Not Being Resolved Quickly </li></ul></ul><ul><ul><li>Escalation Analysis </li></ul></ul><ul><ul><li>Root Cause Analysis </li></ul></ul>Best Practice #5 <ul><ul><li>Tickets submitted by month </li></ul></ul><ul><ul><li>Average case duration </li></ul></ul><ul><ul><li>Average Response Time </li></ul></ul><ul><ul><li>Tickets Closed by Agent </li></ul></ul>Tickets by Month Closed Tickets by Agent
  24. 24. Use Dashboards to Measure Real Time Status Best Practice #5 Business Users Customize with Clicks Real Time Data Track Key Metrics for Your Business
  25. 25. Let Business Users Customize Best Practice #6 <ul><li>Customize with Clicks not Code </li></ul><ul><ul><li>Custom Apps </li></ul></ul><ul><ul><li>Custom Layouts </li></ul></ul><ul><ul><li>Custom Fields </li></ul></ul><ul><ul><li>Custom Workflow </li></ul></ul><ul><ul><li>Custom Reports & Dashboards </li></ul></ul><ul><ul><li>Customize Anything! </li></ul></ul>Maintain Customizations through Upgrades Read report on why app availability is #1. Put trust slide next?? <ul><ul><li>Dependant Picklists </li></ul></ul><ul><ul><li>Routing Rules </li></ul></ul>Need some customization specifics from Plum <ul><ul><li>Task Assignments </li></ul></ul><ul><ul><li>Adding new categories </li></ul></ul>
  26. 26. Easy-to-Add Helpdesk Extensions <ul><li>Help Desk Add-on Applications </li></ul><ul><ul><li>Survey </li></ul></ul><ul><ul><li>Desktop Management </li></ul></ul>Help Desk Community Ratings and Reviews Live demo and test drive Install with Clicks <ul><ul><li>IT Resource Management </li></ul></ul><ul><ul><li>Call Scripting </li></ul></ul><ul><ul><li>Online Training </li></ul></ul><ul><ul><li>Dashboards </li></ul></ul><ul><ul><li>Many more… </li></ul></ul>Best Practice #6
  27. 27. Easy-to-Add Helpdesk Extensions Best Practice #6 Project Management App These help desk items submitted by our users that require long-term development
  28. 28. Outsource Your Non-Competencies Best Practice #7 What Savings IT Administration (90%) Why Limited Resources Lower Cost Many, Simple Incidents IT Infrastructure (100%) Need Fast Results IT Overburdened Lower Cost Limited Internal Expertise Lower Cost 1/3 to ½ cost of having an IT team 770 hours per year savings Engineering (75%) Saved individual 3-4 hours per week
  29. 29. On-Demand Delivers Fast Time-to-Value ROI Time Go Live ~ 12 Months Risk 27 month Breakeven Time Go Live ~ 6 Weeks Value to Customer Source: Gartner, Customer Surveys Risk Client/Server Software ROI 6 month Breakeven
  30. 30. Leader in On-Demand Source: IDC, Worldwide On-Demand Customer Relationship Management Applications Market 2004 Vendor Analysis, August 2005, rounded to nearest full percent. Customer and Subscriber data as of January 31, 2006. 50% 7% All others 14% 7% 18% 4% #2 #3 #4 #5 #1 On-Demand CRM Market Share #1 On-Demand Systems Supplier 24,800 customers 501,000 subscribers Highest Levels of Customer Satisfaction
  31. 31. Special Offer for IT Asset Management + 50% off * Asset Discovery and Management * 50% Off Everdream Asset Discovery and Management expires December 31,2006 Available at
  32. 32. Special Offer for Helpdesk Implementation + xx% off * * xxx% Off expires December 31,2006 Call 800-xxx-xxxx
  33. 33. Questions? Ross Bauer Vice President, Product Development [email_address] Brad Harrington Senior Manager, Help Desk Applications [email_address]