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Extending your CRM with World-Class Service and Support Track: Advanced PE System Administrators Erica Stowe, R.L. Polk & ...
Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This pr...
Agenda <ul><li>Welcome & Introductions </li></ul><ul><li>Service & Support Overview </li></ul><ul><li>Case Study: R.L. Pol...
Salesforce Service & Support “ Salesforce Service & Support is the Hidden Gem in Salesforce.com’s Product Offering” - Ovum
Thousands of Customer Success Stories
Enabling Closed Loop Customer Service <ul><li>1 . Identify </li></ul><ul><li>CTI Screen-pop, Email, Web </li></ul><ul><li>...
360 Degree View of your Customer Making Salesforce Service & Support the Automatic Choice for Any Organization Using Sales...
Erica Stowe CRM Process Manager [email_address]
Company Introduction <ul><li>We gather automotive data, compile it, analyze it and provide intelligence to the automotive ...
Case Study  – Key Challenges  <ul><li>Business Challenge </li></ul><ul><ul><li>Un-documented customer calls regarding qual...
Case Study  – The Solution  <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Required that Sales People lo...
Case Study – Solution Details  <ul><li>Implementation History </li></ul><ul><ul><li>Piloted with 25 users in 2000 </li></u...
Case Study  – Results  <ul><li>What were the results? </li></ul><ul><ul><li>Visibility into our  customer issues went from...
Keith Overbay Supervisor of Warranty Administration [email_address]
Company Introduction <ul><li>Third Largest Manufacturer of Water Heaters in North America </li></ul><ul><li>Sold over 2.1 ...
Case Study – Key Challenges  <ul><li>Business Challenge </li></ul><ul><ul><li>Lack of specific product failure and repair ...
Case Study– The Solution  <ul><li>How did we address the challenges? </li></ul><ul><ul><li>The application was easily tail...
Case Study – Solution Details  <ul><li>Key scenarios addressed with Salesforce implementation </li></ul><ul><ul><li>Custom...
Case Study – Implementation & Training  <ul><li>Astadia, a Salesforce partner, was enlisted to assist in our implementatio...
Case Study – Future Plans  <ul><li>Supplemental tier one support using partner call center in India </li></ul><ul><li>Mark...
Question and Answer… <ul><li>Don’t miss these other great Service & Support sessions!! </li></ul><ul><li>Stump the Service...
Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvemen...
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Extending Your CRM with World-Class Service and Support

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Extending Your CRM with World-Class Service and Support

  1. 1. Extending your CRM with World-Class Service and Support Track: Advanced PE System Administrators Erica Stowe, R.L. Polk & Co. Keith Overbay, American Water Heater Company
  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. Agenda <ul><li>Welcome & Introductions </li></ul><ul><li>Service & Support Overview </li></ul><ul><li>Case Study: R.L. Polk & Company </li></ul><ul><li>Case Study: American Water Heater Company </li></ul><ul><li>Question & Answer </li></ul>
  4. 4. Salesforce Service & Support “ Salesforce Service & Support is the Hidden Gem in Salesforce.com’s Product Offering” - Ovum
  5. 5. Thousands of Customer Success Stories
  6. 6. Enabling Closed Loop Customer Service <ul><li>1 . Identify </li></ul><ul><li>CTI Screen-pop, Email, Web </li></ul><ul><li>SLA/Entitlements/Support Contact </li></ul><ul><li>2 . Record </li></ul><ul><li>Interaction details </li></ul><ul><li>Customer tracking </li></ul><ul><li>3 . Research & Resolve </li></ul><ul><li>Search Knowledge Base </li></ul><ul><li>Route and/or Escalate </li></ul><ul><li>5 . Close </li></ul><ul><li>Wrap-up with Resolution details </li></ul><ul><li>Close Case </li></ul>CLOSED LOOP <ul><li>6 . Survey </li></ul><ul><li>Realtime Feedback </li></ul><ul><li>Comprehensive Analytics </li></ul><ul><li>Customer Satisfaction </li></ul><ul><li>4 . Communicate Solution </li></ul><ul><li>Email / Phone Communication </li></ul><ul><li>Publish Solution on Portal </li></ul>
  7. 7. 360 Degree View of your Customer Making Salesforce Service & Support the Automatic Choice for Any Organization Using Salesforce SFA <ul><li>One view of the customer </li></ul><ul><li>100% on-demand </li></ul><ul><li>Customization, integration and innovation of AppExchange </li></ul><ul><li>Next generation capabilities </li></ul>
  8. 8. Erica Stowe CRM Process Manager [email_address]
  9. 9. Company Introduction <ul><li>We gather automotive data, compile it, analyze it and provide intelligence to the automotive market </li></ul><ul><li>Markets include automotive manufacturers, truck, aftermarket, dealers, government, insurance, market research, marketers </li></ul><ul><li>Over 130 years in existence </li></ul><ul><li>Salesforce users since January ’00 </li></ul>INDUSTRY: Premier provider of automotive intelligence EMPLOYEES: 1,300 GEOGRAPHY: Offices in USA (MI, CA, NJ), Canada, UK, Germany, Spain, France, Australia, China, Japan PRODUCT(S) USED: SFA, Service & Support, Marketing, 13 Custom Objects, # USERS: 400
  10. 10. Case Study – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Un-documented customer calls regarding quality issues </li></ul></ul><ul><ul><li>Unsure of what products were not performing in the market </li></ul></ul><ul><ul><li>Confused customers </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Before Salesforce there was not any technology </li></ul></ul><ul><ul><li>Little visibility into customer issues </li></ul></ul><ul><ul><li>Lack of understanding into the sources of customer issues </li></ul></ul><ul><ul><li>Customer Satisfaction needed to be higher </li></ul></ul>
  11. 11. Case Study – The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>Required that Sales People log a Case for every customer facing issue </li></ul></ul><ul><ul><li>Our Production and Development Teams cannot investigate issues unless a Case is logged in Salesforce </li></ul></ul><ul><ul><li>Required that all technical people log cases before any work can be done to fix data issues or technical issues </li></ul></ul><ul><li>All available functionality deployed </li></ul><ul><li>Increased the number of users from 150 to over 300 </li></ul><ul><li>Training of all Salesforce users & Non-users </li></ul>DEPLOYMENT DETAILS
  12. 12. Case Study – Solution Details <ul><li>Implementation History </li></ul><ul><ul><li>Piloted with 25 users in 2000 </li></ul></ul><ul><ul><li>Rolled out SFA in 2001 </li></ul></ul><ul><ul><li>Upgraded from PE to EE in July 2005 </li></ul></ul><ul><ul><li>Future plans include adding our work request process </li></ul></ul><ul><li>Groups using Salesforce Service & Support </li></ul><ul><ul><li>All internal Salesforce users who have customers (internal & external) </li></ul></ul><ul><ul><li>Polk Product Help Desk </li></ul></ul><ul><ul><li>Customer sponsored Help Desk </li></ul></ul><ul><li>Custom objects to track Corrective Action Reporting (CAR), Preventative Action Reporting (PAR) and Non-conforming Product Report (NPR) to ensure ISO compliance </li></ul><ul><li>AppExchange app (Pollzter) to send customer satisfaction surveys </li></ul>
  13. 13. Case Study – Results <ul><li>What were the results? </li></ul><ul><ul><li>Visibility into our customer issues went from 10% to 100% </li></ul></ul><ul><ul><li>Understanding the source of our issues when from 10% to100% </li></ul></ul><ul><ul><li>Increased customer satisfaction when asked: </li></ul></ul><ul><li>“ I would recommend Polk to a colleague” from 85% positive to 90% </li></ul><ul><li>“ Polk provides excellent customer service” from 81% positive to 87% </li></ul>
  14. 14. Keith Overbay Supervisor of Warranty Administration [email_address]
  15. 15. Company Introduction <ul><li>Third Largest Manufacturer of Water Heaters in North America </li></ul><ul><li>Sold over 2.1 million units in 2005 </li></ul><ul><li>Exclusive Worldwide Manufacturer of Whirlpool Brand Water Heaters </li></ul><ul><li>Exclusive Water Heater Supplier to Lowe’s Home Improvement Warehouse Stores </li></ul><ul><li>35% Market Share in Retail Channel and 10 % Market Share in Wholesale Channel in North America </li></ul><ul><li>Direct Export Sales and Distribution in 37 Countries </li></ul>INDUSTRY: Manufacturing EMPLOYEES: over 1300 GEOGRAPHY: National SOLUTIONS: Service & Support, Warranty Registration, Returns and A/P Processing # USERS: 60
  16. 16. Case Study – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Lack of specific product failure and repair data </li></ul></ul><ul><ul><li>Incorporating a remote contact center </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Antiquated warranty system using outdated back end database </li></ul></ul><ul><ul><li>Remote connectivity for second contact center needed </li></ul></ul><ul><li>Poor visibility of product reliability </li></ul><ul><li>Low service levels </li></ul><ul><li>System downtime </li></ul><ul><li>Lack of system flexibility </li></ul>
  17. 17. Case Study– The Solution <ul><li>How did we address the challenges? </li></ul><ul><ul><li>The application was easily tailored to capture more detailed and product specific information </li></ul></ul><ul><ul><li>Gave us flexibility in our service & support operation with a web-based system </li></ul></ul><ul><ul><li>The product table is our first complete database of models and replacement parts </li></ul></ul><ul><ul><li>The documents object replaced a sea of network folders </li></ul></ul><ul><ul><li>We now have more tools for measuring contact center quality </li></ul></ul><ul><ul><li>Case queues eliminated hundreds of internal e-mails </li></ul></ul><ul><ul><li>Warranty labor invoices can be uploaded eliminating as much as 15 hours a week of data entry </li></ul></ul>
  18. 18. Case Study – Solution Details <ul><li>Key scenarios addressed with Salesforce implementation </li></ul><ul><ul><li>Customer service, warranty registration, and technical support </li></ul></ul><ul><ul><li>Warranty repair authorization processing </li></ul></ul><ul><ul><li>A/P check processing for Warranty parts and labor reimbursement </li></ul></ul><ul><ul><li>RMA – return authorization for wholesale and retail sales outlets </li></ul></ul><ul><li>Integration with manufacturing system </li></ul><ul><ul><li>Nightly import of units sold into asset table </li></ul></ul><ul><ul><li>Weekly export of warranty A/P check requests </li></ul></ul><ul><li>Custom objects built for RMA and A/P processes </li></ul><ul><li>AppExchange applications used </li></ul><ul><ul><li>Office Edition – retrieve Salesforce reports from within MS Office applications </li></ul></ul><ul><ul><li>Excel Connector – extract and edit live Salesforce data using MS Excel </li></ul></ul>
  19. 19. Case Study – Implementation & Training <ul><li>Astadia, a Salesforce partner, was enlisted to assist in our implementation </li></ul><ul><ul><li>Configure system for our processes and build all custom objects and processes </li></ul></ul><ul><ul><li>Transfer historical data over from legacy system </li></ul></ul><ul><ul><ul><li>Over 8 million assets </li></ul></ul></ul><ul><ul><ul><li>Over 2 million registered customers </li></ul></ul></ul><ul><ul><ul><li>Over 1.5 million cases </li></ul></ul></ul><ul><ul><li>Train all users </li></ul></ul><ul><li>Training was needed for an initial group of 36 users </li></ul><ul><ul><li>Group of five “power users” were trained first with two four hour sessions </li></ul></ul><ul><ul><li>Remaining staff was trained in one Saturday in two four hour sessions </li></ul></ul>
  20. 20. Case Study – Future Plans <ul><li>Supplemental tier one support using partner call center in India </li></ul><ul><li>Marketing department implementation. </li></ul><ul><ul><li>Our marketing department is looking into building upon the product table in Salesforce and potentially the solutions object to make a more interactive company website. </li></ul></ul><ul><li>Implementation of national warranty service company. </li></ul><ul><ul><li>Warranty service billing will be done electronically and uploaded into Salesforce eliminating data entry errors and reducing processing time. </li></ul></ul>
  21. 21. Question and Answer… <ul><li>Don’t miss these other great Service & Support sessions!! </li></ul><ul><li>Stump the Service and Support Pros – Tues 5pm </li></ul><ul><li>Service & Support Happy Hour – at the W Hotel, Tues 6pm </li></ul><ul><li>Meet the Service & Support Product Managers – Wed 9am </li></ul><ul><li>What's New with Winter '07 and Roadmap for Service & Support – Wed,10:15am </li></ul>
  22. 22. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 117, #### For example, “ Session 123, 5555 ” Session ID: 117 Session ID # Scores for 4 categories SMS Voting powered by:

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