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Service Cloud: A New Era of Service for the Connected World – Salesforce Essentials Tel Aviv 2015


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Salesforce Essentials Tel Aviv 2015 keynote

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Service Cloud: A New Era of Service for the Connected World – Salesforce Essentials Tel Aviv 2015

  1. 1. Shiri Levi Salesforce Customer Success Manager A New Era of Service for the Connected World
  2. 2. 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. Forward-Looking Statements
  3. 3. 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 highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Years in a row
  4. 4. Growth Driven by Customer Success
  5. 5. 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
  6. 6. 75 Billionconnected 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 Everywher e2000s Social Customers are expecting connected service everywhere
  9. 9. 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
  10. 10. 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
  11. 11. Service Platform for Customer Success Transform the customer experience with Service on Salesforce Personalized Service Smarter Support Innovate Faster Connect 1:1 with every customer, anywhere Empower agents and managers with the right tools and intelligence Build and scale at the speed of your customers
  12. 12. Service For Everyone & Anywhere Connect to 1-to-1 with customers by embedding support into any native mobile app Get the answers you need anytime, anywhere Instantly connect to an agent without leaving the app Live, interactive video support when you need it Create and monitor cases from any mobile device Live phone support with a single click in any app Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps
  13. 13. Stratasys - New Dimension Of Support
  14. 14. Yaniv Ninyo IS Engineer & SFDC Administrator Lead Ongoing Implementation & Projects 8 years experience of CRM & ERP Implementations BSc Industrial Engineering, MBA Graduated Maayan Krivine - Bitan IT Business Analyst & Project Manager Head of Customer Support Project Implementation 9 years experience of CRM & ERP Implementations BSc Industrial Engineering & Management
  15. 15. About Stratasys • Largest 3D printing company in the world • The only company that provides a complete 3D solution to customers • Acquired 6 companies in the last 3 years • Indirect sales and support channels with more than 2,000 partners worldwide
  16. 16. Stratasys Customer Support Vision A Global Unified Cloud-Based Support Solution for our customers and partners, to achieve Top- Level Service while providing 360 View of our Sales & Service processes
  17. 17. What is Customer Support at Stratasys? • 250 SFDC Customer Support Users, 80 Direct Field Engineers • 4,500 Cases a month • Provide Support in US, EMEA, APJ and Latin America • ~40,000 Installed Printers worldwide • Over 8000 Spare Parts shipped a month Customer Support on SFDC Accounts/ Contacts Cases/ Case Tasks Products & Pricebooks Asset Management Service Contracts & Entitlements Inventory Management Order Management Returns RMA
  18. 18. Our Challenges • Create One Universal Platform & Process • Create a Rich & Powerful UI / UX while Maintaining a Seamless 2-Way Interface to the Company’s Logistical and Financial ERP modules • Implement a Project on an Existing Live Salesforce Environment Supporting Sales & Marketing • Adapt to a Dynamic, Rapidly Growing Business Environment • Work with Various Global Stakeholders in Multiple Time Zones • Data Migration from Multiple Sources with Different Structures • Encourage User Adoption
  19. 19. Case Life-Cycle Case Case Tasks Orders Engineer Debrief Charges
  20. 20. Case Creation Channels Case New Case Predictive Reactive Proactive
  21. 21. Task Assignment Case Tasks • Drag & Drop Scheduling • Intelligent Workforce Management • Management Tool: Actual vs. Planned
  22. 22. Task Management Case Tasks • Multiple Task Types • Escalation & Routing Rules
  23. 23. Orders
  24. 24. Case Tasks Order Lines Case Install Base Enginee r Debrief
  25. 25. Charges Preview Charges Service Contracts Entitlements Automatic Discount Calculation Approval Process Case Closure
  26. 26. Key Takeaways • Listen • Stretch Boundaries, Think Big • Be Creative, Think Out of the box • Nurture Strong Relationships • Be Ready for Changes
  27. 27. Next Projects • Partner Community • Knowledge & troubleshooting system • Offline mobile Integration • Improved Scheduler • Survey • Extend Salesforce to new regions
  28. 28. Salesforce Tour Customer - Shiri Agent - Itay
  29. 29. thank y u