Service Cloud:Self Service: the Ultimate ExperienceEric Moore, salesforce.com, Sr. Program Manager@ermooSFwww.linkedin.com...
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contai...
Heather WatkinsSr. Manager of CustomerCommunities & Programs@Heather_Watkins
All About Marketo                    Marketo provides a complete marketing automation                    software solution...
About the Community   What: Private customer community to answer technical   questions and discuss various best practices ...
Life Before Salesforce                    • Didnt match our brand                    • Poor user experience               ...
Our Community Needs…  • Single portal experience for customers  • Matches Marketo’s ease of use  • Grows with our needs/ f...
• Launched Community in December 2010• Salesforce Answers, Ideas, Knowledge• Launched Cases in June 2012• Custom VisualFor...
Results                        • 20,000 Users                        • 4,600+ Questions                        • 1,800+ Id...
Case Deflection Statistics  December 2010              June 2012                  August 2012  • 2.8 Cases / Customer     ...
More Results         # of Visits          Total Engagements                       350035,00030,000                 300025,...
Visitor Statistics Average time on site: 9.5 min/visit 8k+ Visitors / Month 70% of Replies by Community
What’s Next? Launch Learning Management System    Backbone to Certification    Track Learning Behaviors     + Gamificat...
Tips for Success Engage your partners to participate Incent employees to participate Spread the responsibility around ...
Brian SmithVP, Technical Operations@Brian_J_Smith
Tableau Software Inc.                                                                  CustomersTableau helps people see a...
Tableau Timeline                                                                                                          ...
Self-Service Opportunities    Increase scalability of support processes    Self-service options were read-only    High ...
Self-Service Projects   Concept to completion in less than a year!        Customer Portal             Webstore        P...
Why Tableau selected Salesforce Service Cloud    Enterprise Class Scalability    Programmability and flexibility    Int...
Before   Demo
Objective Results    High touch cases on the decline
Tips & Takeaways    Executive Sponsorship; Partner with Marketing, Sales & Support    Beta your solution with a subset o...
Chet ChauhanDirector Product Management – ServiceCommunities & Social@chetchauhan
Announcing Salesforce CommunitiesFirst Community Platform with Social and Business Process• Collaboration between customer...
Communities are Portals Re-invented for Social Businesses        Salesforce Portals                Salesforce Communities ...
Pilot in Winter ’13; GA in Summer ’13 (safe harbor)                   Limited Pilot                           General Avai...
Heather Watkins              Brian Smith              Chet Chauhan           Eric Moore Sr. Manager, Customer    VP, Techn...
Appendix
Self-Service Success at Salesforce                                 Service Cloud Technology used                          ...
Self Service: the Ultimate Experience
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Self Service: the Ultimate Experience

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Learn how to create the ultimate self-service experience for your customers with Service Cloud. During this session, you will see how Salesforce customers have leveraged self service capabilities to create great connections with their customers, overcome scaling challenges, and reduce costs by deflecting calls from the contact center.

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Self Service: the Ultimate Experience

  1. 1. Service Cloud:Self Service: the Ultimate ExperienceEric Moore, salesforce.com, Sr. Program Manager@ermooSFwww.linkedin.com/in/ericmichaelmooreChet Chauhan, salesforce.com, Director Product Management@chetchauhanwww.linkedin.com/in/chetchauhan
  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 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 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 intellectual property and other litigation, 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Heather WatkinsSr. Manager of CustomerCommunities & Programs@Heather_Watkins
  4. 4. All About Marketo Marketo provides a complete marketing automation software solution that is powerful and easy to use for fast-growing small companies and global enterprises alike. #1 Marketing Software in Inc. 500’s Fastest Growing Companies #1 Fastest Growing Private Company of 2011 by the Silicon Valley Business Journal America’s Most Promising Companies by Forbes Magazine 2011 AppExchange Awards for Best Chatter Exchange & Best Marketing Automation
  5. 5. About the Community What: Private customer community to answer technical questions and discuss various best practices Who: Marketo customers & partners – mostly marketing and sales professionals. Best Closed Community Finalist - Embracing
  6. 6. Life Before Salesforce • Didnt match our brand • Poor user experience • No flexibility or customization • Customers weren’t using it • Not deflecting support cases
  7. 7. Our Community Needs… • Single portal experience for customers • Matches Marketo’s ease of use • Grows with our needs/ flexible • Deflects cases per customer
  8. 8. • Launched Community in December 2010• Salesforce Answers, Ideas, Knowledge• Launched Cases in June 2012• Custom VisualForce Interface & Custom Objects
  9. 9. Results • 20,000 Users • 4,600+ Questions • 1,800+ Ideas*Via yotung on Flickr • Deflection in Cases!
  10. 10. Case Deflection Statistics December 2010 June 2012 August 2012 • 2.8 Cases / Customer • 2.04 Cases/ Customer • 1.91 Cases/ Customer -27% -6% -32%
  11. 11. More Results # of Visits Total Engagements 350035,00030,000 300025,000 250020,000 200015,000 150010,000 1000 5,000 500 - 0 +338% +4,750%
  12. 12. Visitor Statistics Average time on site: 9.5 min/visit 8k+ Visitors / Month 70% of Replies by Community
  13. 13. What’s Next? Launch Learning Management System Backbone to Certification Track Learning Behaviors  + Gamification – Incent Learning & Usage Maturity Rewarding Offline Activities Events References
  14. 14. Tips for Success Engage your partners to participate Incent employees to participate Spread the responsibility around Launch with a beta group to add content Keep your design SIMPLE
  15. 15. Brian SmithVP, Technical Operations@Brian_J_Smith
  16. 16. Tableau Software Inc. CustomersTableau helps people see and understand data. We make • Applerapid-fire business intelligence software. • Microsoft • Wells Fargo • Bank of America • Walmart  Fastest growing business intelligence company in the world • Safeway  Stanford Professor Pat Hanrahan and Dr. Chris Stolte re- • Pfizer invented data visualization technology • Merck • Ferrari  Patented products are in use by 8500+ of customers • GM • CBS  Headquartered in Seattle, WA  >600 Employees, >100% YoY Growth + 1000’s more
  17. 17. Tableau Timeline • Doubled sales bookings • Grew customer accounts by 40% • Opened European Operations • Fastest growing BI vendor: Gartner and IDC • 1st Year Magic • Inc. 500 list Quadrant Challenger • Tableau Server wins • Launched Tableau •Launched Tableau • 2nd Annual Customer multiple awards Public Digital Conference 67% increase in attendance • Customer Conference • Deloitte Fast 500 • Multiple awards 1,400 attendees – up from 700• Defense grant to • SQL Server Magazine Stanford •1stAnnual Customer Best BI & Reporting• Stanford spin-out 2003 • Launched Tableau Conference Tool• First patents; invention Server product (sold out) of VizQL™ • Awarded “Product of • More than doubled •Global OEM deal the Year” for 1st time (expansion) signed• Launched Tableau revenue Desktop by PC Magazine with Oracle• Hyperion global OEM deal 1997 - 2005 2006 2007 2008 2009 2010 2011
  18. 18. Self-Service Opportunities  Increase scalability of support processes  Self-service options were read-only  High touch product key & portal user management  Create fully branded and integrated support experience  Make it easy to find solutions across support assets
  19. 19. Self-Service Projects Concept to completion in less than a year!  Customer Portal  Webstore  Partner Portal  Federated Search  Knowledge Base  Single Sign-on  Online Case Management  Community
  20. 20. Why Tableau selected Salesforce Service Cloud  Enterprise Class Scalability  Programmability and flexibility  Integration with our current workflow  Proximity to existing customer data  Strong ecosystem of partner tools  Best of breed all on one platform  History of continuous improvement
  21. 21. Before Demo
  22. 22. Objective Results  High touch cases on the decline
  23. 23. Tips & Takeaways  Executive Sponsorship; Partner with Marketing, Sales & Support  Beta your solution with a subset of users  Data architecture and quality are key to self-service scalability  Architect URL strategy before you build (custom URLs, KB, SSL)  Stay as native as possible and leverage javascript extensively  Parameterize page references to work around recent items  SSO - 1 IDP per Org, plan account assignment  Manage workflow in Apex  Understand sharing rules and impact of external users to your org
  24. 24. Chet ChauhanDirector Product Management – ServiceCommunities & Social@chetchauhan
  25. 25. Announcing Salesforce CommunitiesFirst Community Platform with Social and Business Process• Collaboration between customers, partners & employees• Custom branding with CMS• Integrated with business process• 100% cloud, instant impact
  26. 26. Communities are Portals Re-invented for Social Businesses Salesforce Portals Salesforce Communities ✓ Supports all legacy portal licenses ✓ Get a community for each portal ✓ No data/workflow impact ✓ Changes limited to branding/setup
  27. 27. Pilot in Winter ’13; GA in Summer ’13 (safe harbor) Limited Pilot General Availability October 2012 June 2013 Pilot nominations: Open (contact your account team) Pilot guidelines: Pricing: 1. Open membership model Will announce closer to GA 2. Up to 5 communities & 100k members 3. Willing to be a reference
  28. 28. Heather Watkins Brian Smith Chet Chauhan Eric Moore Sr. Manager, Customer VP, Technical Operations, Program Management Sr. Program Manager,Communities & Programs, @Brian_J_Smith Director, @ermooSF @heather_watkins @chetchauhan
  29. 29. Appendix
  30. 30. Self-Service Success at Salesforce Service Cloud Technology used  Salesforce Knowledge  Customer Portal  SitesDecreased cases per customerby 25% in 1 year!

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