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Presentation delivered during the afternoon session at a event in London on April 18th.

A session for customers about how to make best use out of the application in order to grow pipeline, increase productivity and improve rep performance. This was followed by an introduction of CTI with NewVoiceMedia.

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  1. 1. Become a Customer CompanyConnect With Your Customers in a Whole New WayLondonApril 18th 2013Afternoon Session
  2. 2. Agenda•  Nicola O’Gorman, RVP, - Introduction & A Journey•  Karl Goggin, Sales Engineer, - Progressing with•  Mark Dunn, Head of Corporate Sales, New Voice Media - The Case for CTI•  Q&A•  Drinks Reception
  3. 3. A journey with salesforce.comGroupon Continues to Build on theSalesforce PlatformNicola O’GormanRegional Vice
  4. 4. Safe HarborSafe 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 suchuncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differmaterially from the results expressed or implied by the forward-looking statements we make. All statements other thanstatements of historical fact could be deemed forward-looking, including any projections of product or service availability,subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology 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 anddelivering new functionality for our service, new products and services, 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 oursecurity measures, the outcome of any litigation, risks associated with completed and any possible mergers andacquisitions, 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, ourlimited history reselling products, and utilization and selling to larger enterprise customers. Furtherinformation on potential factors that could affect the financial results of, inc. is included in our annual reporton Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other presentations, press releases or public statements are notcurrently available and may not be delivered on time or at all. Customers who purchase our services should make thepurchase decisions based upon features that are currently available., inc. assumes no obligation and doesnot intend to update these forward-looking statements.
  5. 5. 190+Categoriesof goods andservices•  Shopping website featuring dailydeals on top goods, services &cultural events"•  Win-win for local shoppers &business owners"•  For shoppers, Groupon bringsunbeatable deals on top localexperiences"•  For businesses, new way tomarket themselves and drive newcustomers to their establishments"
  6. 6. Why Salesforce?•  Groupon has been using Salesforce since 2008.•  When we first started we needed a simple way to store our Leadsand Accounts.•  Every time we had a new process, we would build it on toSalesforce.•  Lead Gen => Sales Intelligence => Sales => Deal Qualification =>Account Management => Planning => Editorial
  7. 7. Leverage Force.comautomation tostreamline ourbusiness.We have over 430workflow rules.Automate where youcan, when you can.We need to move a lot of data.How do you keep multiple systemsin sync when the schema can change?We use APIs to limit integration accessfor external partners we work with.Our API is our ‘contract’ with otherdevelopment teams at Groupon.They know what dataand data types should be returned.How can managementkeep track of the deals?How do we make sure thedeals we put on our siteare good for our merchantsand our customers?Each deal is approved by themanager of the market.Workflows REST APIsApprovals
  8. 8. “Everything about our deals lives in Salesforce. We use it to manage the entirebusiness process, from pre-sales to close.”“Favourite Salesforce feature? Dashboards because they give us instant on-demand visibility—from executives to managers to reps.”“We love Salesforce for its ability to scale right alongside our company—and we’regrowing fast!”“Groupon time is like dog years—lightning fast. So we need a system that moveswith us. That’s why we love Salesforce.”“We’ve improved collaboration with Chatter.”Chris Bland – Sr Developer, Groupon
  9. 9. Progressing with SalesforceKarl GogginSales
  10. 10. CompleteInsightIncreaseProductivityGrowPipelineImprove RepPerformanceDemonstration
  11. 11. Grow Pipeline•  Find new pipeline with•  Market right with Campaigns•  Team Selling•  Find insight from Similar Video
  12. 12. Increase Productivity•  Salesforce on the move•  Connect & collaborate with Chatter•  Work faster in the Service Cloud Console•  Automate processes•  Maintain focus with SLA ManagementMobile Video
  13. 13. Improve Rep Performance1.  Lighten the load with Portals2.  Ensure right steps taken with Flows3.  Assist selling with Sales Coach4.  Extend via the Appexchange
  14. 14. Complete Insight1.  Single data hub with our API2.  Analyse with Enterprise Analytics3.  Automate what you cannot see with Workflow& ApprovalsAPI Video
  15. 15. Cloudforce in a box18th AprilMark Dunn
  16. 16. Commercially in Confidence•  UK Consumers that are irritated, furiousor annoyed with Customer Service2003 - 15%,2006 - 17%2010 - 27%•  Those rating phone service as poor orvery poor has almost trebled in that time8% - 23%Is theVoice Channel Delivering
  17. 17. Commercially in ConfidenceWhat is CTI?Originally  an  ‘Enterprise’  only  solu3on  CTI  Adaptor   ContactWorld  for  Salesforce  (Open  CTI)  CAPEX  On-­‐premise  Expensive  No  flexibility  Long  ;me  to  value    On-­‐premise  Install  onto  every  work  sta;on  Basic  func;onality  Not  na;ve  to  SFDC  Heavy  programming  and    integra;on  project  OPEX  Cloud  2  cloud  integra;on  Intelligent  call  rou;ng  Na;ve  to  Salesforce  –  repor;ng  True  mul;-­‐tenant  service  Flexible  and  scalable  to  manage  changes  as  required  Full  resilience      
  18. 18. Commercially in ConfidenceCTI is now available for every business•  Click-to-dial – efficient outbound calling•  Inbound screen-pop of recognised callers details•  Automated call logging – complete visibility of every customerinteraction – stats are fundamental, FCR, AHT, answered in•  All calls recorded – coaching, training, monitoring, legislative•  Case based routing•  Dynamic call routing•  Real-time visibility of performance and team availabilitythrough wallboards•  Post call surveys – linking customer feedback into Salesforce
  19. 19. Commercially in ConfidenceWhy would you consider CTI?•  You don’t have to be a contact centre!•  In reality, it is a team of people that use the phone
  20. 20. Commercially in ConfidenceWhat is important in CTI1.  Reliability – trust2.  AppExchange3.  Multi-tenant – true cloud, who owns the code?‘The only CCaaSprovider to publish liveservice availability andperformance data toits customers andprospects’
  21. 21. Commercially in ConfidenceContactWorld for Salesforce Technology OverviewCustomer    Call  Caller  Data  delivered  via  Salesforce  UI  Call  delivered  to  agents  DDI  number  Cloud  Integra3on  delivering:  Data-­‐Driven  Rou;ng  Click  to  Dial  Inbound  Screen  Pop  Integrated  Stats  +  reports    Stats  and  Reports  Call    Recording  Call  Queuing  +  Distribu;on  Real-­‐Time  Global  View  of  Contact  Centre  Updates  +  Upgrade  Interac;ve  Voice  Response  
  22. 22. Commercially in Confidence•  Company–  ContactWorld platform launched2006–  Customer retention rate 97% sincelaunch•  Company Structure–  Global sales team–  UK marketing, service delivery anddevelopment teams–  Trust Site - Performance, availability,security are in our operational DNA•  Customer base–  200+ customers–  300 Call centres in 28 countries–  8,000+ AgentsNewVoiceMedia Overview
  23. 23. Commercially in ConfidenceCTI screen-pop and data directed routing
  24. 24. Commercially in ConfidenceLead to Customer ProcessNewNurtureQualified Opportunity WonLostTelemarketingThe  Calling  List:  “Next  Call  Back”  
  25. 25. Commercially in Confidence“Next Call Back”•  Custom “Date Field” on leads and contacts.•  Marketo triggers updates based on lead creation andprogram responses.•  Calls prioritised on Lead Score•  Manually updated after call by Telemarketing team:–  Custom buttons to update to 1/7/30/90 days.–  Directly editing the field for a specific call back date.
  26. 26. Commercially in ConfidenceThe Calling List
  27. 27. Commercially in ConfidenceUpdating the Calling List
  28. 28. Commercially in ConfidenceReporting & Dashboards
  29. 29. Commercially in ConfidenceReporting & Dashboards
  30. 30. Commercially in ConfidenceAbout SHL–  Behavioural and Ability Assessment Tools–  150 Agents, HQ in Thames Ditton–  Presence in 50 Countries–  FT Top 100 Growing Companies in 2011What we helped them do–  Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden)–  Virtualised into a 24/5 follow the sun operation–  Language Based Routing–  Prioritise callers returning to the queue–  Schedule Outbound Calls based on Activity LevelsThe Results–  SLA went from 80/20 to 90/20–  Calls Abandoned reduced from 5% to 1.3%–  Net Promoter Scores increased from 30 to 50–  Upsell Increased by 100%–  First Call Resolution increased from 70 – 95%–  Screen Popping reduced AHT by 30 Seconds–  Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012A Success Story
  31. 31. Commercially in ConfidenceThank youMark DunnHead of Corporate
  32. 32. Commercially in Confidence