In unserem Webinar zeigen wir Ihnen, wie Sie ihre Vertriebs-, Service- und Marketingabteilungen mit den Lösungen von Salesforce optimal vernetzen und so unternehmensübergreifend ein optimales Customer Experience Management umsetzen. Wir zeigen Ihnen, wie die Integration der Sales-, Service- und Marketing Cloud ihren Mitarbeitern eine 360° Sicht auf den Kunden ermöglicht und sie ihren Kunden über alle Kontaktpunkte individuellen Content und persönlichen Service mit Mehrwert bieten.

1. Sales, Service & Marketing erfolgreich vernetzen.
Kundenerfahrungen optimal gestalten.
WEBINAR 27.03.2015

2. 2
• Introduction & logistics
• Introduction Nefos
• Introduction Webinar topic
• Demonstration
• Questions & Answers
• Next Steps
AGENDA

3. Awards
Platinum Cloud Alliance Partner
in D-A-CH
Integration Award for exceptional
Salesforce-SAP integration at
CWS-boco
Salesforce AppExchange Partner
Alliances
Company Profile
• Focused on Salesforce and associated solutions from the
Salesforce partner eco-system
• Capabilities to deliver the most challenging and complex
Salesforce projects including bespoke development
• Provides services to deliver Salesforce projects end-to-end,
including value proposition, transformation blueprint and
design, Cloud configuration,legacy system integration and
data migration, user training, communication, project
management and global roll-out and ongoing support
Nefos
employs
40
consultants
Posi/oning
Offices

4. Transforma4on
of
Customer/Partner
Experience
Strategy
&
Business
Value
Plan
Cloud
Design
and
Implementa4on
Integra4on
and
Migra4on
Design
and
Implementa4on
Enhancement
Design
and
Implementa4on
End-­‐User
Training
&
Roll-­‐Out
Project
Management
Service Portfolio
Support

5. • Nefos Rapid Integration
Template Approach
(RITA)
• Fast & reliable integration
of Salesforce & SAP
Integration is a Nefos core competence

6. Specially
designed
for
iPad
&
iPhone
Nefos
Mobile
• Salesforce
App
for
Offline
• PlaMorm
for
custom
solu4ons
Mobiles solutions are a Nefos core competence

7. Services
Consumer
Goods
Media
Manufacturing
Telco
/
High-­‐Tech
Medical
Customer References

8. 8
Sales & Service Cloud Integration with Marketing Cloud
• Standard integration allows this data to be synched to Marketing Cloud at regular intervals
• Selection of Salesforce objects related to Person Accounts, Contacts, Leads in Sales Cloud can
be associated to a template and scheduled for sending through Marketing Cloud.
• Key click parameters are passed back to Sales Cloud to show key campaign information from
Marketing Cloud campaigns for reporting.
ü CRM platform is extended with robust marketing automation and multi-channel marketing
capabilities.
• Tight integration to listening activities in Social Studio allows team to create respective records in
Sales Cloud e.g. support case initiated from a Tweet.
ü Allow a structured and professional social media presence extended with core CRM enterprise
functionality.

9. Welcome to the
Customer Success Platform
Connect
with
your
customers
in
a
whole
new
way

10. The Customer Gap
Your
Company
Service
Agents
Salespeople
Marketers
Customers
77%of customers are not
engaged with companies
Not engaged with:
Your mobile apps
Your communities
Your employees

11. Prospect
Customer
Recurring
Customer
Brand
Advocate
Marke/ng
Sales
Services
Marke/ng
Sales
Services

12. Connect with your customers in a whole new way
Become a Customer Company
Sales
Service
Marketing
CommunityApps
Analytics

13. Single View of the Customer

14. Social Customer Service
KLM liefert seinen Kundenservice mit Social Studio und Service Cloud
• KLM Kundenservice ist in 7 Sprachen, 7 Tage die Woche, 24 Stunden am
Tag erreichbar
• KLM hat eine Social Media Profile Datenbank von 3 Millionen Kontakten
aufgebaut
• KLM wird 25.000 pro woche erwähnt, was zu knapp 2.500 Konversationen
und 1.300 erzeugten Service Cases führt
• Die häufigsten Themen sind das Flying Blue Loyalty Program, sowie Fragen
zu Buchungen, Gepäck, Check-In
Resultate:
• Signifikante Kosteneinsparungen im Customer Service, effektivere
Kampagnen und mehr Proaktivität in der Problembehandlung

15. Activision liefert Social Customer Service
Fokus auf schnellen Customer Service in Social Networks
In der Zwischenzeit kommen die Hälfte der Anfrage via Social Media
Deutliche Steigerung der Kundenzufriedenheit und positiver Sentiment nach Social Media
Interactions