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Service Cloud Essentials Lyon 2014


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Presentation Service Cloud Essentials Lyon 2014

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Service Cloud Essentials Lyon 2014

  1. 1. Service Cloud, La platforme d’engagement clients Sebastien Zins Directeur Commercial France & Europe du Sud
  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 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 utilization 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.
  3. 3. 50MdProduits Connectész De nouvelles façons d’engager avec les clients 1T Capteurs Connectés Social Mobile ConnectésCloud 4.5Mdd’utilisateursde RéseauxSociaux 5Md Smartphone s en 2017
  4. 4. Des interactions sont destinées au Service Clients 75% Autres Source:Gartner, AgendaOverviewforCustomerStrategy andExperience Management, Jan2,2013 La plupart des interactions sont liées au Service
  5. 5. Comment engager avec des clients sur tous les canaux? Un service partiel Expérience inconsistante Pas de pouvoir au client Systèmes non connectés Systèmes anciens Organisation du support en silo Solutions non agiles Difficile d’intégrer des services dans des produits et applications Pas de décisions immédiates Pas de service additionnel Des canaux fragmentés Un service client surranné Clients Insatisfaits Embed Service Everywhere Pasde servicesur tousles canauxServicefriction Paspretpour l’avenir
  6. 6. Devenez une Customer Company: Connectez-vous à l’Internet des Clients Employés Connectés Partenaires Connectés Produits Connectés Apps Connectées Clients Connectés Social Mobile Cloud
  7. 7. La plateforme de service aux clients... sur tous les canaux Engager les clients partout, n’importe quand Intégrer les services dans les produits et apps Accélérer la résolution des requêtes par la collaboration Plus de 2000 apps sur l’AppExchange
  8. 8. La Plateforme Salesforce1 Le Chemin le plus court de l’Idée à l’Application connectée Salesforce1 Platform APIs Salesforce1 App Heroku ExactTarget Fuel Sales Cloud Service Cloud Marketing Cloud AppExchang e Custom Employee Apps Customer & Partner Apps Salesforce1 Platform Services
  9. 9. Social  Mobile  Connected  Cloud Service Cloud Frictionless Service Transform Your Support Organization Embed Service Everywhere
  10. 10. Démonstration: Mehdi Hasbi: Ingénieur Avant-Vente
  11. 11. Vue des analystes Magic Quadrantfor CustomerEngagementCenter May, 2013 Analysts(s): Michael Maoz “The salesforce.comproduct for customerservice has an excellent GUI, simple design tools, intuitive navigationand a good understandingof the importanceof Web communities.” - Michael Maoz, Research Vice President 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.

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. 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.
  12. 12. Plus de 30 000 entreprises nous ont rejoint dans le Cloud pour équiper leur Service Clients Source: Independent third party MarketTools Inc. survey conducted April 2013 across 5,000 randomly selected customers.
  13. 13. Ce que nos clients mesurent…
  14. 14. ESKER EN QUELQUES CHIFFRES 41,14 m€ de CA en 2013 +160 000 Utilisateurs SaaS Coté sur AlterNext Paris depuis 1997 20 M documents business traités par mois300 employés +11 000 Clients actifs dans le monde Founded in 1985 29 années d’expérience 1 sur 4Employés Esker rattaché à la R&D +4 500 Clients SaaS
  15. 15. Merci