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Deliver the future of customer service today

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Deliver the future of customer service today

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Deliver the future of customer service today

  1. 1. VIDEO Energy Opener
  2. 2. Deliver the Future of Customer Service. Today. Bobby Amezaga Director, Product Marketing @bamezaga bamezaga@salesforce.com
  3. 3. 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, 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, risks associated with possible mergers and acquisitions, 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 for the most recent fiscal quarter. This document and others 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.
  4. 4. Connect with Your Customers in a Whole New Way SNA Terminal Mainframe LAN / WAN Client Server LAN / WAN Client Server Cloud Social Mobile 75Bconnected products Systems of Record Systems of Engagement Systems of Record Systems of Engagement
  5. 5. The Future is All About Customer Experience Source: Customers 2020 Report “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1
  6. 6. The Customer Experience Gap Yesterday’s Customer Service Solutions Your Customers Personalised: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolvingPainful upgrades & maintenance Not built for speed or mobile Disconnected customer data
  7. 7. Introducing the New Service Cloud Personalised service Smarter support Go faster S1 MobileAnalyticsConsole Desk Service CommunitiesSOS for Apps Deliver the future of customer service. Today.
  8. 8. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  9. 9. NEW Announcing: SOS for Apps Personalised: Deliver a 1:1 experience in any mobile app Immediate: Deliver service instantly Connected: In-context service in any mobile app Connect 1:1 with personalised service in every mobile app Personalised
  10. 10. Turn social conversation into social customer service Introducing: Social Customer Care in Service Cloud Connect social engagement to your business process Personalised: Deliver responses in-context with connected customer data Fast: Automatic routing and case creation for quick response Personalised
  11. 11. Announcing: Self-Service & Community Templates Mobile: Responsive design to engage on any device Fast: Brand with drag & drop designer in minutes Connected to back end customer data for agents to engage in context Personalised Deliver personalisation at scale
  12. 12. VIDEO
  13. 13. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  14. 14. NEW Introducing: Smart Agent Console Easy: Drive agent productivity with new, modern layout Fast: Find and deliver the right answers faster with a single agent view Omnichannel: Deliver a consistent experience across multiple channels Smarter Featuring: The Service Intelligence Engine
  15. 15. NEW Announcing: Analytics Cloud for Service Platform: Integrate all your service data Easy: Designed for your employees, partners, and managers Mobile: Your business metrics in the palm of your hand Smarter …Any Data HR 
 Systems 
 Data Field Service Data WFM Data Brand 
 Loyalty Data Customer Survey Data Full CTI 
 Data Product 
 Data Product 
 Returns 
 Data
  16. 16. Kate Mirkin Service Cloud Product Marketing
  17. 17. DEMO
  18. 18. Antoine de Kerviler CIO
  19. 19. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  20. 20. Introducing the New Desk.com Fast to Get Started: Get up and running in a day Fast to Connect: Engage customers on all channels Fast to Grow: Seamless transition to Service Cloud Fastest path to growing your service Faster
  21. 21. Fastest Path to Success Starts with the Cloud The Salesforce Advantage Focus on Growth & Innovation Faster ROI Continuous security & performance improvement Subscription model Trusted, Multitenant Cloud Three seamless upgrades per year Faster
  22. 22. Customers Experiencing Phenomenal Results +40% increased 
 customer
 satisfaction +42% faster case 
 resolution +40% agent
 productivity +39% customer retention +38% Net Promoter Score +40% support cost savings
  23. 23. Salesforce Continues Leadership in Customer Engagement This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.
 
 Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.   Magic Quadrant for 
 CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Source: Gartner (April 2015)
  24. 24. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Go Faster
  25. 25. Learn More salesforce.com/uk/events 27 May 23 JuneToday Webinar Service Performance Excellence Event Campground & Workshop London
  26. 26. Thank you

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