Crash Course in Salesforce Service and Support

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Crash Course in Salesforce Service and Support

  1. 1. Crash Course in Salesforce Service and Support Bob Durstenfeld RAE Systems Larry Robinson Salesforce.com Track: Service and Support
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 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, except as required by law. </li></ul>
  3. 3. Bob Durstenfeld Director, Corporate Marketing [email_address]
  4. 4. RAE Systems <ul><li>Leading provider of rapidly deployable sensor networks that enable our customers to identify safety and security threats in real time </li></ul><ul><li>Sales and Service Channel </li></ul><ul><ul><li>130 Direct in China </li></ul></ul><ul><ul><li>36 Region/ Channel Managers Worldwide </li></ul></ul><ul><ul><li>More than 200 Distributors and Manufacturers Reps </li></ul></ul><ul><ul><li>More than 30 contract service centers </li></ul></ul><ul><li>Recently acquired Aegison Corporation </li></ul><ul><li>Products are based on proprietary sensing and digital video technology </li></ul><ul><li>Sensing products include </li></ul><ul><ul><li>Portable, wireless and fixed atmospheric monitors </li></ul></ul><ul><ul><li>Photo-ionization detectors </li></ul></ul><ul><ul><li>Gamma and neutron radiation detectors. </li></ul></ul><ul><li>Video products include both fixed and mobile digital recorders. </li></ul>INDUSTRY: Manufacturing EMPLOYEES: 775 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, 3 downloaded AppExchange applications # USERS: 55
  5. 5. Global Operations for Sales and Support Shanghai Tokyo Hong Kong Singapore France Spain U.K. Benelux Beijing San Jose, CA Denmark Dubai
  6. 6. Global Markets – More than 65 Countries Government & Security Industrial & Environmental Safety Government & Security Military First Responders Public Venue Protection Port / Border Security Industrial / Environmental Safety Confined Space Hazardous Waste Oil & Gas Environmental Monitoring
  7. 7. Products <ul><li>Handheld </li></ul><ul><li>Detect toxic gases </li></ul><ul><li>& radiation sources </li></ul><ul><li>Portable </li></ul><ul><li>Rugged </li></ul><ul><li>Wireless network compatible </li></ul>Sensor Systems Integrated & actionable threat information <ul><li>Sensor activated mobile and fixed digital video storage </li></ul><ul><li>Embedded sensor data on image </li></ul>Integrated Video Systems Wireless DVRs <ul><li>Rapidly deployed </li></ul><ul><li>Wireless networks /Web enabled remote monitoring </li></ul><ul><li>Integrated data (GPS, weather) </li></ul>
  8. 8. Case Study – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Lack of automation and information access </li></ul></ul><ul><ul><li>No service records or asset tracking </li></ul></ul><ul><ul><li>No warranty tracking </li></ul></ul><ul><ul><li>Needed ONE database for assets, sales, service and marketing </li></ul></ul><ul><ul><li>Deployed products in more than 65 countries </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Complex products </li></ul></ul><ul><ul><li>Multiple language support </li></ul></ul><ul><ul><li>Multiple channels and partners </li></ul></ul><ul><li>High Costs </li></ul><ul><li>Reduced revenue </li></ul><ul><li>Inefficiency </li></ul><ul><li>Low customer service </li></ul>
  9. 9. Shared Information – One Database <ul><li>Sales </li></ul><ul><li>Customers </li></ul><ul><li>Installed Base </li></ul><ul><li>Channel </li></ul><ul><li>Service History </li></ul><ul><li>Escalation </li></ul><ul><li>Conflict resolution </li></ul><ul><li>Marketing : </li></ul><ul><li>Campaigns </li></ul><ul><li>Selling </li></ul><ul><li>Leads </li></ul><ul><li>Customer base </li></ul><ul><li>Service </li></ul><ul><li>Assets </li></ul><ul><li>Repair Status </li></ul><ul><li>Escalation </li></ul><ul><li>Call History </li></ul><ul><li>Up selling </li></ul><ul><li>Service campaigns </li></ul><ul><li>Partners </li></ul><ul><li>Leads </li></ul><ul><li>Assets </li></ul><ul><li>Repair History </li></ul><ul><li>Warranty </li></ul>
  10. 10. Salesforce Utilization and Processes <ul><li>Call Centers </li></ul><ul><ul><li>Customer assistance </li></ul></ul><ul><ul><li>Call History </li></ul></ul><ul><ul><li>Customer History </li></ul></ul><ul><ul><li>Customer installed base </li></ul></ul><ul><ul><li>RMA Initiation </li></ul></ul><ul><ul><li>Repair Status </li></ul></ul><ul><ul><li>Warranty eligibility </li></ul></ul><ul><ul><li>Product registration </li></ul></ul><ul><ul><li>Asset mapping </li></ul></ul><ul><ul><li>FAQ </li></ul></ul><ul><li>Service Center </li></ul><ul><ul><li>Hardware and Firmware History </li></ul></ul><ul><ul><li>Asset configuration </li></ul></ul><ul><ul><li>Warranty and non-warranty repair </li></ul></ul><ul><ul><li>Repair Status </li></ul></ul><ul><ul><li>Failure History </li></ul></ul><ul><ul><li>Customer Satisfaction (ISO) </li></ul></ul><ul><ul><li>FAQ </li></ul></ul>
  11. 11. The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Automated the asset tracking – </li></ul></ul><ul><ul><ul><li>Mother and daughter serial numbers are entered by manufacturing </li></ul></ul></ul><ul><ul><ul><li>Assets can be assigned to owner 3 ways </li></ul></ul></ul><ul><ul><ul><ul><li>Web (self service) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Postal mail back </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Sales call </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Service Call </li></ul></ul></ul></ul><ul><ul><li>Field Sales, Inside Sales and worldwide service all have access to service records and product histories </li></ul></ul><ul><ul><li>Automated RMA and Service Status Worldwide </li></ul></ul><ul><li>9 Instrument Chasis </li></ul><ul><ul><li>Gas Detection </li></ul></ul><ul><ul><li>Radiation </li></ul></ul><ul><ul><li>Wireless Systems </li></ul></ul><ul><ul><li>Digital Video </li></ul></ul><ul><li>20 Sensor Types </li></ul><ul><li>5 Extended Warranties Types </li></ul>DEPLOYMENT DETAILS
  12. 12. Results <ul><li>What were the results? </li></ul><ul><ul><li>Repair cycle times were reduced by 50% </li></ul></ul><ul><ul><ul><li>Understanding repair status </li></ul></ul></ul><ul><ul><ul><li>One Price Repair </li></ul></ul></ul><ul><ul><li>Customers could get product status in several ways </li></ul></ul><ul><ul><ul><li>On-line </li></ul></ul></ul><ul><ul><ul><li>Inside Sales </li></ul></ul></ul><ul><ul><ul><li>Service </li></ul></ul></ul><ul><ul><ul><li>Regional Manager </li></ul></ul></ul><ul><ul><li>Visibility – regional managers could know if there were service issues and could see the same data as the service center. </li></ul></ul><ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Higher customer satisfaction </li></ul></ul><ul><ul><li>Market share improvements </li></ul></ul>
  13. 13. Where are we headed <ul><li>More web deployment </li></ul><ul><ul><li>Self service portal </li></ul></ul><ul><ul><ul><li>RMA </li></ul></ul></ul><ul><ul><ul><li>Registration </li></ul></ul></ul><ul><ul><ul><li>Status </li></ul></ul></ul><ul><li>More partner interaction </li></ul><ul><ul><li>Remote and Contract repair centers </li></ul></ul><ul><ul><li>Lead tracking </li></ul></ul><ul><ul><li>Asset management </li></ul></ul><ul><ul><li>FAQ </li></ul></ul>
  14. 14. Larry Robinson Sr. Director, Product Management [email_address]
  15. 15. Case Type Support Process Map The map below illustrates how support requests flow through Salesforce from capture through to case resolution. Note that Salesforce Service and Support can be used both for customer facing support needs as well as internal functions like your IT help desk. Use this map as a training tool and overlay steps specific to your organization. <ul><li>Types of Questions </li></ul><ul><li>Support Question </li></ul><ul><li>Billing Question </li></ul><ul><li>Feature Request </li></ul>Case Source Your Customer has a Question Search the Public Knowledgebase Login to Self-Service Portal Call Support Email Support Log a Case (Public Form) Submit a New Case <ul><li>Escalation Rules </li></ul><ul><li>Escalation rules can be put in place to ensure cases are followed up on in a timely fashion </li></ul><ul><li>Sample Steps </li></ul><ul><li>Verify service entitlements and research customer history </li></ul><ul><li>Update required fields for reporting purposes </li></ul><ul><li>See if the suggested solutions answers the question </li></ul><ul><li>If need be, search the knowledgebase </li></ul><ul><li>If still unable to answer the question, assign a task to a coworker or re-assign the case to a specialist </li></ul><ul><li>Close the Loop </li></ul><ul><li>Speak to the customer on the phone to resolve the problem </li></ul><ul><li>Send templatized email with attached solution </li></ul><ul><li>Publish case comments and recommended solutions to the self-service portal </li></ul>Case Status Average Response Time Case Volume <ul><li>View My Cases </li></ul><ul><li>View cases you’ve logged </li></ul><ul><li>See their status and add comments </li></ul><ul><li>View solutions used to resolve previously logged cases </li></ul>View Open and Closed Cases <ul><li>Routing Rules </li></ul><ul><li>Automatically route cases based upon the type of question, geography </li></ul><ul><li>Cases can be assigned to an individual or a queue </li></ul>Public Knowledgebase CTI Integration Email-to-Case Web-to-Case Self Service Portal Customer Satisfaction Survey SLA Violations Customer Satisfaction Average Resolution Time Agent Workload Submit Solution <ul><li>Build Your Knowledgebase </li></ul><ul><li>Agents can submit solutions to the knowledgebase as draft </li></ul><ul><li>Setup a review process for all new solutions </li></ul><ul><li>Solutions can be published or set to internal only </li></ul><ul><li>Use reports to determine what types of cases you’re seeing most often and focus on refining those solutions </li></ul><ul><li>Create solution categories to make browsing solutions easier for customers and agents </li></ul>Review and Publish Solutions <ul><li>Ways to Browse the Knowledgebase </li></ul><ul><li>Read frequently asked questions </li></ul><ul><li>Drill down into Solutions by category </li></ul><ul><li>Search using keywords </li></ul>Search the Knowledgebase <ul><li>Workflow Processes </li></ul><ul><li>Create automation rules to update field values based on changes to business conditions in the service process flow </li></ul>Case is Assigned <ul><li>360 Degree View of the Customer </li></ul><ul><li>Sales Executives or Account Managers often log cases in the App on behalf of their customers </li></ul><ul><li>The status of cases is visible from the account and contact detail page so the sales has visibility into exactly where things stand </li></ul>Call Sales Communicate Solution to the Customer Add New Case Work Case and Update Status Escalate to Tier 2 Support Rep Cases by Account <ul><li>Record Types </li></ul><ul><li>Record types can be used to capture different information depending on the type of case </li></ul>New Case is Created Frequently Used Solutions Solutions to be Reviewed
  16. 16. Crash Course in Service and Support <ul><li>User setup, profiles, roles and sharing </li></ul><ul><li>Custom Fields and Custom Object Extensions </li></ul><ul><li>Page layouts, record types, business process and user profiles </li></ul><ul><li>Setup the Agent Console </li></ul><ul><li>Groups, Teams and Queues </li></ul><ul><li>Routing, escalation, workflow and alerts </li></ul><ul><li>Channels: </li></ul><ul><ul><li>Telephone </li></ul></ul><ul><ul><li>Self service Portal </li></ul></ul><ul><ul><li>Email management </li></ul></ul><ul><li>Building and using a KB </li></ul><ul><li>Management via dashboards and reports </li></ul><ul><li>Automating processes with web links and S-Controls </li></ul>
  17. 17. A few days compressed to a few minutes <ul><li>A few key points on each item </li></ul><ul><li>All in the application </li></ul>
  18. 18. User setup, profiles, roles and sharing <ul><li>Define profiles and roles </li></ul><ul><li>Decide what sharing model to use </li></ul><ul><li>Define users and allocate profile and role </li></ul>
  19. 19. Custom Fields and Custom Objects <ul><li>Create custom fields </li></ul><ul><li>Validation rules </li></ul><ul><li>Dependent picklists </li></ul><ul><li>Custom Objects </li></ul>
  20. 20. Page layouts, record types, business process <ul><li>Fine grained control – but don’t go overboard </li></ul><ul><li>Support multiple business processes </li></ul>
  21. 21. Agent Console <ul><li>Define Console Layout – seems too easy </li></ul><ul><li>Related objects and mini layouts </li></ul><ul><li>List views and objects </li></ul>
  22. 22. Groups, teams and queues <ul><li>Queues and teams </li></ul><ul><li>Skills assignment </li></ul>
  23. 23. Routing, escalation, workflow and alerts <ul><li>Business process implementation </li></ul><ul><li>SLA management </li></ul><ul><li>Workflow </li></ul><ul><li>Alerts and Templates </li></ul>
  24. 24. Channels <ul><li>Telephone </li></ul><ul><li>Web </li></ul><ul><li>Email </li></ul><ul><li>Other </li></ul>
  25. 25. Building a Knowledge Base <ul><li>Search optimizations </li></ul><ul><li>Suggested solutons </li></ul><ul><li>Formal content approval process </li></ul><ul><li>Global KB </li></ul>
  26. 26. Dashboards and reports <ul><li>Dashboards provide instant visibility </li></ul><ul><li>Everyone can build reports </li></ul>
  27. 27. Never ending opportunities <ul><li>So many possibilities </li></ul><ul><li>Custom buttons </li></ul><ul><li>Override standard buttons </li></ul><ul><li>Inline s-controls </li></ul><ul><li>Web links </li></ul>
  28. 28. Bob Durstenfeld Director, Corporate Marketing QUESTION & ANSWER SESSION Larry Robinson Sr. Director, Product Management

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