Service Excellence Frankfurt

Service Excellence Event
June 11, 2015
Michael Nösges
Regional Vice President
Service Cloud EMEA Central

Frankfurt, Germany- 11st June 2015 - Service Excellence
Agenda
12:30 Registrierung & Mittagessen
13:30 Begrüßung
Michael Nösges, RVP Enterprise Sales - Service Cloud, Salesforce
13:45 Keynote: Customer Experience
Prof. Dr. Michael Capone, Principal Business Analyst, DCX
Capgemini Deutschland GmbH
14:45 Our path to Service Excellence
Christian Baumgärtel, Manager Speed & Efficiency, ADVA
15:15 Kaffeepause
15:45 Salesforce Service Vision - Best Practices & Demo
Michael Grün, Enterprise Account Executive, Service Cloud, Salesforce
Call Center in action, Markus Ring, sogedes GmbH
Kai Braband, Principal Solution Engineer, Salesforce
17:00 Zusammenfassung
17:15 Networking Reception

Times have changed!
St. Peters Square
Election of Pope Francis
2013
Witness of Pope John Paul II's
2005

“Customer experience has overtaken price
and product as the key brand
differentiator.”
Price Product
Customer
Experience
#1
Source:Customers 2020 Report
The Future is All About Customer Experience

Importance and Reality of Customer Service
Competitive Differentiation
60
% of organizations see
that customer service will
be the top source of
competitive
differentiation in the next
three years
The Service Councils
Customer Importance
86
% of buyers would pay
more for a better
customer experience
Forbes, CEI Survey
Disconnected Systems
42
% of service agents are
unable to efficiently resolve
customer issues due to
disconnected systems,
archaic user interfaces, and
multiple applications
Forrester
Omni-Channel Availability
12
Only 12% of businesses can
provide seamless hand-off
between channels. Others
are unable to support an
omni-channel customer
journey
Forrester Wave CSS 2014

ROI von IoT
Optimizing Service and
Transforming Services
Prof. Dr. Michael J. Capone
Principal Analyst, Digital

Service & Services
Service
Activities during the
purchase and
consumption phases
IoT enables
companies to
optimize products
and service
Services
Post-purchase activities
IoT enables companies to
optimize products and
service and also create
new revenue-generating
services
Core ProductCore Product
Core
Product

Reactive Service Processes are Slow and Expensive
1. Driver reports an issue.
2. Customer service logs call.
3. Customer service dispatches roadside
assistance.
9. Calls customer to notify vehicle ready. 3. Service Manage reviews case.
6. Checks part availability. Orders part.
7. Parts delivered.
5. Mechanic diagnoses problem.
8. Repairs vehicle.
It made a
klunk klunk
kind of noise.
You have to
bring it in for
diagnosis.
1. Reactive
2. Manual
3. Time-Consuming
4. Subjective
5. Dissatisfaction

Reactive B2B Service Process
1. Operator reports an issue, asks for help
or orders parts.
2. Customer service creates a case.
6. Makes appointment with customer.
3. Account Management checks SLA. 4. Engineering determines resolution and creates
ticket.
5. Service Manager checks availability
of technician, parts, and tools. Orders
parts.
7. Dispatches technician.8. Technician performs repair and completes report.
9. Wrong problem, part or tool.
1. Reactive
2. Manual
3. Time-Consuming
4. Subjective
5. Dissatisfaction

Reactive Service Creates Opportunities for Dissatisfaction
Copyright © Capgemini 2013. All Rights Reserved
11Connected World IoT Portfolio.pptx
t1 Issue t2 Problem t3 Recognition t4 Report t5 Record t6 Response t7 Resolution
DissatisfactionSatisfaction
1. An anomoly in operating data is identified that has a high-probability of impacting performance.
2. The issue manifests itself as a performance problem, failure or outage.
3. The customer is aware of the problem.
Dissatisfaction is sensed, but not yet
expressed.
4. The customer contacts the
manufacturer. Dissatisfaction is
expressed.
5. The manufacturer logs and reviews
the case.
6. The manufacturer plans
action.
7. The resolution is
complete.
1 2
3
4
5
6
7
Recovery
When service processes are sucessfully executed,
recovery is achieved. Recovery means the cause of
dissatisfaction is resolved. Satisfaction is
theoretically restored.

Stages of the IoT Transformation
M2M
Machine-to-machine involves the
communication between machines to
improve productivity and safety.
Connected devices is a pre-requisite
for M2M.
IoT
Internet-of-Things involves
making the data from
connected devices available
in the cloud for monitoring
and reporting. Connected
THINGS are a pre-requisite
for IoT.
CSX - 2 Steps Ahead
Connected Service eXperience involves
using the data from connected devices in
real-time to identify a „Next Best Action“
and trigger 1:1 interactions between the
sales, customer care, service and the
customer. Connected devices and IoT are
pre-requisites for CSX.
1
2
3
Control Tower Applications
Services Applications

75,000,000,000
connected devices by 2020.
Companies will invest >€2 Billion in IoT by 2020
Drivers Enablers
Consumerization of
Corporate IT
consumer habits influencing workplace
Mobile
90%+ adoption rate
Cloud
scaleable, low cost storage
Analytics
powerful and real-time
Competition
global competition forcing new USPs

The Gartner Hype Curve
„Why are
companies
disillusioned?“
2,7 zetabytes of data today.
99% is latent.
1. They implemented IoT w/o
identifying the business cases
first.
2. They have incomplete IoT
solutions.
3. They have multiple, disconncted
„smart“ solutions.

50%
40%
30%
20%
10%
0%
The IoT Evolution is Beginning
Innovators Early Adopters Early Majority Late Majority Laggards
Adoption Rate of
Innovation
When we look at IoT maturity today, we see that most companies are just getting
started.
Innovator
1. Few references
2. Risk averse
3. Slow sales cycle

Converting Data into Business Impact w/ CSX
Performance and usage data is
acquired and transmitted every x
seconds.
Data from many
connected devices
is aggregated and
stored
When the data indicates an issue that can
cause a problem or opportunity, a case is
created and a resolution is selected
Action is taken:
1. Customer Care provides the operator
tips and instructions,
2. Sales & Marketing proactively sends
the customer offers and orders, and/or
3. Technical Service is dispatched to
perform maintenance or repair.
4. System sends messages to the machine
directly.New proactive services are
created when data from
connected devices is used in
real-time.
1
2
4 5
The resolution is recorded.
Outages and accidents are
prevented, sales are captured,
and customer dissatisfaction is
prevented.
6
Data is analyzed
in real-time to
identify issues.
3

Business Applications for IoT w/ CSX
Machines
Assets
Shipments
Products
Decrease Energy Costs
Decrease Loss & Theft
Decrease Misuse & Accidents
Improve Efficiency & Productivity
Decrease Assets
Decrease Unplanned Downtime
Decrease Inventory Costs
Decrease Labor Costs
Decrease Cost of Waste
Decrease Costs for Parts & Supplies
Decrease Shipping Costs
Extend Machine Life
Improve Productivity
Decrease Energy Costs
Decrease Mishandling & Loss
Improve On-time Delivery
Grow After-Market Sales
Decrease Misuse & Warranty Costs
Decrease Accidents
Offer Value-Added Services
Improve First-Call Resolution Rate
Improve Product Development
Improve Customer Satisfaction
INTERNALEXTERNAL
People
OPTIMIZETRANFORMATIONAL

New Revenue Models for Machine Data
• Mobility Guarantees, Uptime Guarantees & Pre-emptive SLAs. Instead of a 24-hour
response time, the manufacturer will offer to service a product before it breaks and before the customer repotrs an issue.
Example: Mobility Concierge.
• Pay-as-you-Use. Companies will offer pay-for-use, where price or rates reflect actual usage and behavior.
Customers will opt-in to save money. Example: Pay-as-you-Drive.
• New Subscription Services. Companies are developing new subscription services for customers. Customers
will subscribe to services in order to get tips to save fuel, improve performance, lower operating costs, and prevent
accidents. Example: Car Net.
• Factory-as-a-Service or Product-as-a-Service. Products will be free. The company will replace the
one-time sale of a product with a recurring revenue model or subscription. Example: Grocery Services.
• Data Remarketing. Products will be free. The data generated by the product will be packaged and sold to third-
parties. This revenue will more than offset the cost of the product, because it is recurring, and the marginal cost of the data
is almost zero. Example: Smart Lights.

Business Cases | Automotive
Productivity „Change the
fan belt in 6 days to
prevent A/C from
failing.“
Environment. „Improve your
fuel efficiency by shifting
before 2.200 RPMs.“
Performance. „Extend the
life of your vehicle and get
more power by using
higher octane fuel.“
Performance. „Deactivate
ECO Mode to get more
power for passing.“
Safety. „Avoid another accident
by maintaining a 5 meter
distance.“
Service. „Stop ahead.
Roadside assistance is
behind you.“
Sales. „Upgrade to a 5 series to
get the performance you need.“
Economy. „Save
money by down-
shifting instead of
breaking.“
Sales. „Change your tires in 2
weeks to get improve
performance and ensure
safety.“
Service. „Add coolant
to prevent over-
heating.“

Performance. „Improve output
2% by opening air vent „A.“
Sales. „You need a new
A27 fuse in 96 hours.“
Safety. „Avoid accidents by
closing the lid before
activating the machine.“
Environment & Sales
„Decrease emissions by using
our new synthetic lubircant.“
Productivity. „This module
will fail in 7 hours. A service
technician is already on the
way.“
Productivity & Sales. „Your
hopper will be empty in 3
hours.“
Efficency. „“Combine parts in
trays to reduce tray inventory
and reduce conveyor usage.“
Service & Sales. „Order parts or
schedule service. This module has
not been turned on in 2 days.“
Safety & Productivity. „The
unit will over-heat in 3
hours. Add coolant or turn-
off.“
Safety. „Schedule training. This
unit is not being operated
properly.“

Smart Lights
Customer Hella
Status Interactive Demo
Type Build
Sector Manufacturing Industry and Cities
Delivery Team DCX Germany
Project Scope
1. Ensure that streets, park houses and train stations are adquately
lighted.
2. Cluster cases to decrease miles driven.
3. Make data available to third-parties such as marketing agencies.
M2M Functions A1 A2 A3 A4 A5
BuildDesign Run

Mobility Concierge
Customer Audi
Status Interactive Demo
Type Run
Sector Automotive
Delivery Team DCX Germany
Project Scope
Monitor the performance of 210 heterogeneous
vehicles for VIP customers in Germany and Italy.
Help 6 participating dealers in Italy and Germany to
grow after-market sales by
• monitoring vehicle condition,
• predicting demand for parts and service
• sending deales qualified leads. Improve
• customer satisfaction by decreasing down-time.
M2M Functions A1 A2 A3 A4 A5
BuildDesign Run

5 Required Technologies for CSX
IoT Maturity Assessment, Architecture Framework & Project Plan
Functional Layer Description Technology
Action (A5) A task is automatically created for sales, contact
center, or service.
Assignment (A4) A „Next Best Action“ is automatically generated.
Analysis (A3) Reports and dashboards are produced,
relationships and anomolies are identified.
Aggregation (A2) Data from mutliple, different sources are
consolidated.
Acquisition (A1) Data is created, collected, and transmitted. Sensor, gateway

www.capgemini.com
About Capgemini
With more than 120,000 people in 40 countries, Capgemini is one of the world's
foremost providers of consulting, technology and outsourcing services. The Group
reported 2011 global revenues of EUR 9.7 billion.
Together with its clients, Capgemini creates and delivers business and technology
solutions that fit their needs and drive the results they want. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model.
Rightshore® is a trademark belonging to Capgemini
The information contained in this presentation is proprietary.
Copyright © 2013 Capgemini. All rights reserved.

June 2015
Christian Baumgärtel, Manager Speed & Efficiency
Our path to Service Excellence
with MAX

© 2015 ADVA Optical Networking. All rights reserved.28
• Who is ADVA Optical Networking?
• Let me introduce Max
• Max’s job today
• Max’s future role
• What have we learned from Max?
Agenda

ADVA Optical Networking Today
We bring differentiation, quality and ease-of-use to next-generation networks
Our MISSION
is to be
the trusted partner
for innovative
connectivity solutions
that ADVANCE
next-generation
networks for cloud
and mobile services.
Our QUALITY
TL 9000, ISO 14001
Award-winning
supply chain
Our NUMBERS
1.500 employees
EUR 339m* revenue
20 years of innovation
Our CUSTOMERS
Hundreds of carriers
Thousands of enterprises
Mission Key Facts
*annual 2014

What We Do
Innovative
Connectivity
Scalable, programmable and secure optical networking solutions for the digital age
Partners
Phone
Cloud
Email
Social
Search
CommunityChat
Mobility

What We, Customer Service, Do
We offer services:
• Build Services (Installations, Trials,
Staging)
• Care Services (Tech Support,
Spares, FLM, NOC)
• Enable Services (Training)
We deliver services:
• We support, empower, consult,
help, our customers

That‘s Max:

This is how we got to know MAX
• Started with SalesCloud in 2004 for
the North American Sales Teams
• Global roll out of Sales and
ServiceCloud in 2009
• Roll out of Customer Portal in 2010
• Roll out of Knowledge Base in 2012

MAX’s job today
• Case Management
• Customer Portal
• Knowledge Base
• Contract Management
• Entitlement
• Asset Management
• Project Management
• Service Partner
Management
• Resource Triggers
Picture

MAX’s future role
• Focus: Customer Experience
• Product, Process, People
• Goal: Customer Success
• We want our customers to thrive
and grow with them
• Means: Our team incl. Max
• Machine to Machine
communication
• Integration of business processes
and products
• Usage data analysis

What we learned from/with MAX
• Change Management is key
• 80% of our time!
• Repeat, repeat, repeat the
basics
• Standard makes us happy
• We benefit from 1000s of
developers releasing new
features every 4 month
• We check what works for us and
roll it out
• We try to get rid of custom
solutions, we are not so special

Our successes with MAX
• Customers
• Increased flexibility
• Self Service
• Personal touch
• People
• Shared successes
• Visibility
• Focus
• Processes
• Automation
• Clear triggers
• Speed & Efficiency

Thank You
Christian Baumgärtel
Manager Speed & Efficiency
m +49 175 4365 877
cbaumgaertel@advaoptical.com
www.advaoptical.com
IMPORTANT NOTICE
The content of this presentation is strictly confidential. ADVA Optical Networking is the exclusive owner or licensee of the content, material, and information in this presentation.
Any reproduction, publication or reprint, in whole or in part, is strictly prohibited.
The information in this presentation may not be accurate, complete or up to date, and is provided without warranties or representations of any kind, either express or implied.
ADVA Optical Networking shall not be responsible for and disclaims any liability for any loss or damages, including without limitation, direct, indirect, incidental, consequential and
special damages,
alleged to have been caused by or in connection with using and/or relying on the information contained in this presentation.
Copyright © for the entire content of this presentation: ADVA Optical Networking.

Salesforce Service Vision and Life Demo
Michael Grün
Account Executive, ServiceCloud
mgruen@salesforce.com
Kai Braband
Sales Engineer, ServiceCloud
kbraband@salesforce.com
Bernd Walz
Geschäftsfüher
walz@sogedes.com

Agenda
• Salesforce Service Vision und ServiceCloud Überblick
• Vorstellung von Sogedes mit einem Lösungsüberblick
• Demo der ServiceCloud auf Basis eines Kundenszenario
• Demo der Contact Center Lösung von Sogedes
• Demo der Reporting-Möglichkeiten auf Basis der ServiceCloud

“Customer experience has overtaken price
and product as the key brand
differentiator.”
Price Product
Customer
Experience
#1
Source:Customers 2020 Report
The Future isAllAbout Customer Experience

Connected World: Deliver a New Customer Experience
Cloud
Social
75connected products
Billion

Yesterday’s Customer
Service Solutions
Your Customers
Help lives in desktop portal Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected resources and applications
Not built for speed
The Customer Experience Gap

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

Award-Winning Product Leader
Market Leadership Customer SuccessProduct Leadership
Leader Customer Engagement Center
Leader Customer Service
#1 Contact Center Search
#1 Web Support
Leader: Customer Case Management
+25% increase in customer satisfaction
High increase in SLAcompliance
Sources:Gartner,MagicQuadrantfortheCRMCustomerEngagementCenter,MichaelMaoz,April2014.
TheForresterWaveTM:CustomerService,SolutionsforEnterpriseOrganizations,Q22014,KateLeggett,4.7.2014.
Grand StevieAward

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 27, 2015
Analyst: Michael Maoz, Jim Davies
Gartner has positioned salesforce.com
highest for ability to execute and
furthest for completeness of vision in the
Leaders quadrant
Source: Gartner (April 2015)

Helping Customers Succeed Across All Metrics
Support Cost
Savings
Faster Case
Resolution
48%
+
45%
+
Faster Average
Handle Time
Agent
Productivity
47%
+
45%
+
Customer
Satisfaction
45%+
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.
Average Percentage Improvements Reported by Salesforce Customers
45%
+
Customer
Retention
IncreaseIncrease Increase Increase
Increase
Increase

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Collaboration Analytics
Analytics
Cloud
Salesforce1
Mobile App
APIs AppExchange Desk
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Deliver a Next-Generation Agent Experience
Smart Agent Console
360 degree customer view in one place
Cross-channel engagement, and in-channel
response
Real-time recommendations on similar cases, topics,
articles, and experts
Combine multiple actions and pre-build responses
with macros
Smart Agent
Console

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Make Every Email a Seamless Conversation
High-volume Email Support
Create and route cases from incoming email
Dynamic template selection
Embed knowledge articles
Respond faster with predefined actions in 1
click using macros
Email

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Connect 1:1 with Personalized Service in Every Mobile App
SOS for Apps
Personalized: 1:1 support with live
video and on-screen annotation
Immediate: Embed a help button to
engage customers everywhere
Connected: Deliver answers in context
in any mobile app
Agent View
Customer View
SOS

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Instantly Recognize Customers on the Phone
Phone and CTI Support
100+ adapters to connect to telephony
systems
100% cloud based
Complete softphone capabilities
Phone/
CTI

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Self-Service & Communities
Unify self-service and community experience
Seamless integration between self-service and
assisted service
Build a branded community with Community
templates or the drag & drop designer
Responsive design to engage on any device
Help Customers Help Themselves with Communities
Self-Service
Communities

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Connect Social Conversations to Your Business Process
Social Customer Service
Listen to conversations across 1 billion social sources
and respond in-channel
Automatic case creation and routing for quick
response
Provide personalized responses with connected
customer data
Social Customer
Service

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Chat 1:1 Instantly On Any Device
Live Agent
Personalized, real-time online chat with
customers and prospects in multiple languages
Flexible routing rules, sneak peek, and keyboard
shortcuts to maximize agent productivity
Chat metrics and transcripts for continuous
improvement
Chat

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Put the Right Answers at Agents’ Fingertips
Knowledge Base
Articles suggested in the context of solving cases
Deliver Knowledge in one click to any channel
and to any device
Expose Knowledge to your website or
community
Apply knowledge management best practices
with KCS verification
Knowledge
Base

SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
SOS Self-Service
Communities
Mobile
Self-Service
Social Customer
Service
Email
Phone/
CTI
Live
Chat
Agent
Console
Knowledge
Base
SLAs &
Entitlements
Analytics
Cloud
Salesforce1
Mobile App
Embed Service Everywhere
Service Cloud APIs
10X more APIs, including high
availability for B2C scale
Service is part of every app &
product
Provide customers with 1 touch
service everywhere
APIs

Introducing Cirrus
• Consumer electronics company
• Specialized reseller in audio and video
equipment
• Headquartered in Frankfurt, Germany
• high revenue growth
• Customer Satisfaction is crucial

Introducing Cirrus Personas
Agent
Markus Ring
Agent
Kai Braband
• Customer Service Agent
specialized in Multimedia
customer interaction
• Customer Service agent
specialized in VOICE
customer interaction

Introducing Customer Personas
Alexandra
Baumann
• mother
Sandra
Baumann
• Daughter and maybe next
customer of Cirrus
Thomas
Baumann
• Father and big fan of
Audio and Video
equipment, loves BOSE

sogedes GmbH
Fabrikstationstrasse 45-49 • D-68163 Mannheim
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Salesforce
Service Excellence Event
11. Juni 2015
Frankfurt

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Seite 66
sogedes – das Systemhaus+
Our Vision
Customer Experience Technology
giving you more
Freedom and Success
Our Mission
Manage Customer Interaction,
Control Customer Experience &
Create Customer Engagement

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Seite 67
Salesforce
Service Cloud
sogedes
VOCALCOM
Cloud Contact Center Solution
360°
Customer Engagement
Rapid Deployment Service Cloud
+ =
 All-in-one, from Day One
 NO Integration, start right away
 Simple, Secure, Efficient

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Seite 68
Salesforce Cloud Contact Center
Salesforce + Sprache aus der Cloud, vollständig integriert und mit
1 Benutzeroberfläche, 1 Log-In und
1 Datenbasis
 Sofort einsatzbereit
 Kein Integrationsaufwand
 Pay as you go, pro Nutzer und Monat
 Gewohnte Benutzeroberflächen
Native CTI
Ein- und ausgehende Anrufe sind mit Salesforce Kontakten, Tickets, Opportunities usw.
verknüpft.
 Zeitersparnis durch sofortiges Anzeigen von Anrufer Informationen
 Direktes Anwählen von Kontakten
 Anrufhistorie wird jeweiligen Kontakten und Mitarbeitern zugeordnet
ACD & Dynamic Routing
Routing mit allen Features einer modernen ACD zur Steigerung der Customer
Experience
 Routing und dynamische Überlaufszenarien nach
- Kundenstatus / VIP Routing
- Mitarbeiterkompetenzen (Skill Based Routing)
- jeglichen in Salesforce hinterlegten Daten
Blended Outbound Dialing
Verschiedene Wählmethoden von Click-to-dial bis Predictive Dailing ermöglichen die
jeweils passende Kombination aus Qualität und Performance
 Höhere Produktivität durch
- verschiedene Dialing Varianten incl. echtem Predictive Dialing
- Blending von In- und Outbound
 Kampagnenselektion innerhalb von Salesforce
 Real-time Datenspeicherung innerhalb Salesforce
Added Value

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Seite 69
Call Back Management & Call Strategies
Automatisiertes Anwählen von Kontakten zu mit Kunden abgestimmten Terminen
 Rückruftermine gehen nicht mehr verloren
 Allgemeine Team Wiedervorlagen
 Persönliche Agenten Wiedervorlagen
Live Dashboards
Überblick über alle aktuellen und relevanten Kennzahlen des Service Centers in Echtzeit
 Real-time Steuerung Ihres Service Centers
 Monitoring von Servicegrad und Effizienz
Analytics & Integrated Reporting
Alle relevanten Informationen wie z.B. Average Handling Time (AHT), durchschnittliche
Nachbearbeitung, Anzahl der Calls stehen direkt und ohne Synchronisierung innerhalb
des Salesforce Reporting zur Verfügung
 All-in-one KPI's ermöglichen eine 360 Grad Übersicht über Ihre Kundenkontakte
 Telefonie Daten können mit allen Salesforce Daten verknüpft werden
 Customer Experience und Customer Engagement wird messbar
Self Service IVR
Intuitiv anwendbares GUI zur Erstellung von Call Flows und Sprachportalen
 Zugriff auf Salesforce Daten, wie Kontakte, Tickets, Kundenwert, Zufriedenheitsindex
usw.
Added Value

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
Seite 70
Quality Management
Qualitätsmanagement mit Funktionen wie Listening, Whispering und Voice & Screen
Recording
 Sicherstellung von Qualitätsstandards
 Sicherstellung von Compliance
 Coaching von Agenten
Text-to-Speech & Speech Recognition
Erstellen von Ansagen innerhalb eines Call Flows in kurzer Zeit über die Text-to-Speech
Funktionalität
 Gesteigerte Flexibilität und Professionalität Ihrer Call Flows
Added Value

sogedes GmbH
T: +49 (0) 621 490 93 130 • F: +49 (0) 621 490 93 159
M: info@sogedes.com
W: www.sogedes.com
SOGEDES SOLUTION PARTNERS
Seite 71
SOGEDES GMBH
info@sogedes.com
+49 621 490 93 130
www.sogedes.com
KONTAKT

Service Excellence Frankfurt

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