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Putting the Customer Experience at the heart of your company


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Putting the customer experience at the heart of your company webinar with Salesforce & a customer success story from Carole Edwards – Head of Contact Centre, VAX UK Ltd.

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Putting the Customer Experience at the heart of your company

  1. 1. Putting the customer experience at the heart of your company Andrew O’Connor Regional Vice President, UKI Sales @andrewjoconnor Webinar with VAX and Salesforce
  2. 2. Housekeeping • All lines are muted •To ask a question, please use the question box on the Go To Webinar tool • Questions will be answered after the presentation
  3. 3. Agenda & Speakers • Introduction to Service on Salesforce - Andrew O’Connor – RVP UKI Sales, Salesforce • VAX Customer Success Story - Carole Edwards – Head of Contact Centre, VAX UK Ltd. • Demonstration - John O’Mahoney – Principal Solutions Engineer, Salesforce UKI •Q&A and wrap up - Andrew O’Connor + Carole Edwards Questions: • Ask your questions in the questions box on the right of the screen
  4. 4. Future Looking Statements This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialise 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 product or service availability, 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, 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 our security measures, the outcome of any litigation, risks associated with completed and any 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 products, and utilisation and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on 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 Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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.
  5. 5. It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience of the Fortune 500 firms from 2000 do not exist 52% Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy” 64% 46% 51% 201420132012
  6. 6. 75Billionconnected products by 2020
  7. 7. connected products per person58in the world’s most connected countries
  8. 8. Customer Service Has to Evolve 1990s Phone Today Everywhere 2000s Social Customers are expecting connected service everywhere
  9. 9. The Customer Experience Gap is Widening Companies Customers Systems Customers Employees Disconnected from: Faster Smarter More Insightful Demand service that is: The Customer Experience Gap is Widening
  10. 10. The Salesforce Advantage Power customer experience on the Salesforce Customer Success Platform Apps Analytics Community Marketing Service IoT Sales Salesforce Success Services / Customer Success 2 million members / / Success Ecosystem / Trusted Cloud Platform Multi-tenant Cloud Model Fast App Customization Scalable, Meta-data Driven Platform
  11. 11. Driving Customer Success Across All Metrics +45% Faster Average Handle Time +45% Support Cost Savings +47% Agent Productivity +48% Faster Case Resolution Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary Customer Satisfaction +45% Average percentage improvements reported by Salesforce customers
  12. 12. 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 highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Years in a row Salesforce Continues Leadership in Customer Engagement
  13. 13. Growth Driven by Customer Success
  14. 14. Customer Success Story
  15. 15. Carole Edwards Head of Contact Centre, Vax UK LTD Put Customer Experience at the Heart of your Company “With Salesforce, you can be as ambitious and as brave as you want to be. There are no limits”
  16. 16. Founded in 1979 UK's best-selling floor care brand Midlands Contact Centre of the Year 2015 About Us
  17. 17. On premise helpdesk solution and telephony solutions had limited capabilities Manual, paper driven processes constrained by software limitations Numerous systems deployed but no join up between them No single view of customer information Bad experience for customers having to repeat information We didn’t know our customers! Before Salesforce
  18. 18. Integrated Live Agent Chat and Social Media posts Marketing Cloud Ecommerce Direct Order Integration Customer Warranty Registration Integration 8 week implementation Our Salesforce Journey
  19. 19. • We now have over 2.5 million customer records together in one place • We can now create a customer journey personalied to a customer using the Marketing Cloud. • We can now route our customers using intelligence based on customer information • We can now personalise relationships – creating cross sell/upsell opportunities sales conversion by agent increased 10% • We can ‘Chat’ with our customers – now 3.5% of interactions with 91% of customer positively recommend this as a channel • We can do the right thing - First Contact Resolution 87% • We can be easy to do business with ‘Effortless’ - 95% NPS positive result • We have improved email response - average response is within 24 hours • We have the highest employee survey results within the business with 9 point overall increase • We have 50% reduction in staff attrition rates – an effortless experience for our agents as well as our customers • We ‘Chatter ‘ - used to communicate and share information They helped us become award winning! How Salesforce Helped
  20. 20. “We now have the tools and architecture in place to create a personal and effortless customer experience that is faster, more dynamic and ready for the future”
  21. 21. John O’Mahoney – Demo Principle Solutions Engineer, Salesforce
  22. 22. Questions To ask a question, please use the question box on the Go To Webinar tool…
  23. 23. Find out more? • If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: • Watch out for a follow-up email next week with a link to this webinar recording • Visit our website to view previous webinars and sign up for upcoming sessions:
  24. 24. Thank you