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Unlock the Power of the Salesforce Service Cloud


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Topics Include:

Service Cloud Console: Empower your agents with custom console components and increase visibility

Case Feed: Streamline multichannel customer support and improve agent efficiency

Mobile Customer Support: Provide anywhere, anytime customer service

Instant Insights CSR Performance Analytics: Get real-time CSR performance analytics to quickly find and respond to problem calls and improve your contact center operations

Published in: Technology, Business
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Unlock the Power of the Salesforce Service Cloud

  1. 1. Unlock the Power of the Service Cloud
  2. 2. Agenda • Salesforce Service Cloud, Brendan Callum – What’s new and what’s coming • Q&A • Instant Insights, Robert Perry – Performance analytics for contact centers • Q&A 2
  3. 3. About Perficient Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities. 3
  4. 4. Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2013 revenue ~$375 million • Major market locations throughout North America • Atlanta, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C. • Global delivery centers in China, Europe and India • >2,000 colleagues • Dedicated solution practices • ~90% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards 4
  5. 5. Our Solutions Expertise Business Solutions Technology Solutions • • • • • • • • • • • • • • • • • Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management Consulting Business Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social
  6. 6. Business Unit • Combined strength of two well established Gold Cloud Alliance Partners – Previously known as Clear Task and CoreMatrix • More than 450 customers across many industries • Completed ~3,000 Salesforce engagements • Expertise spans many Salesforce Clouds: sales, service, marketing, chatter, communities and development on • One of the highest customer satisfaction ratings: 9.5 out of 10!
  7. 7. Salesforce Service Cloud
  8. 8. Unlock Service Cloud • Service Console • Current: Lookup components, recent tabs • Future: Similar cases, knowledge sidebar • Case Feed • Current: Custom publishers, milestone tracker • Roadmap: More standard publishers, co-browse • Mobile Support • Current: Mobile service package • Roadmap: Salesforce1, widgets
  9. 9. Poll Did you attend Dreamforce ‘13? • Yes • Yes… but I partied too hard and missed the Service Cloud roadmap session • No
  10. 10. Service Console Current State • Best place for agents to work • Tabs and sub tabs for handling multiple cases/records • Lookup components for objects allow easy display of related data (contacts, accounts, etc.) • Recent Tabs allows for quick navigation (like recent items)
  11. 11. Service Console Roadmap • Similar cases widget will be powered by predictive analytics engine • Revamped knowledge sidebar will allow quick create of article, faster searching • Ability to split console components or pin them to separate tabs/windows
  12. 12. Poll • Do you use the Case Feed Page today? • Yes • No
  13. 13. Case Feed Current State • Shows all case interactions in a single feed (enabled by default as of Winter ‘14) • Milestone Tracker allows for simple view of case milestone status/SLA • Basic feed access available in Salesforce 1 (feed view, some post options)
  14. 14. Case Feed Roadmap • Additional standard feed actions available • Initiate co-browse from case feed (allow instant screen sharing with customers) • Enhanced ability to respond to cases via Salesforce 1
  15. 15. Poll • Do you have a mobile friendly/optimized support experience? • Yes • No • No – and our customers don’t use mobile devices
  16. 16. Mobile Support Current State • New free AppExchange package for mobile support pages • Knowledge Base and Chatter Answers Search • Login and basic case management • Multi-channel support options (phone, chat, web) Detail?listingId=a0N3000000B4ahjEAB
  17. 17. Mobile Support ROADMAP • Salesforce1 standard pages available for customers • Standard configuration options for apps and pages • Responsive widgets for (to display cases, kb articles, other standard data)
  18. 18. 12/18/2013 18
  19. 19. Instant Insights
  20. 20. What is Instant Insights? • New product/managed service solution • Medium to large, highvolume contact centers • Leverage contact center analytics to manage and train CSRs • Currently in beta • Future AppExchange and offered as a service • Potentially a very high ROI solution
  21. 21. Contact Center Challenges How Do Contact Centers Manage Quality and Performance today? • Most contact centers perform random QA • Lack immediate ability to respond to problem calls • Contact centers do not group their CSRs in performance categories • Companies have little visibility into business processes and efficiencies
  22. 22. Poll For quality assurance and/or training purposes, do you randomly listen to calls in your contact center today? • Yes • No • Not sure
  23. 23. Goal: Better Contact Centers Leverage the power of Salesforce to become a better contact center • Don’t listen to random calls – ID outlier, problem calls and listen efficiently • ID poorly performing CSRs, listen to their calls, provide coaching, monitor progress • Quartile CSRs by performance. Manage, train and schedule based on objective performance measures • ID inefficient business processes, rework, re-train and monitor progress • Visually compare results from different teams or BPOs • Real time, instant insights into contact center performance
  24. 24. People: a CFO’s ROI • Similar efforts have seen a 20-second reduction for every 4 minutes (8+%) of average talk time (ATT) • ROI holds in smaller contact centers as well • Easy to calculate ROI • Burden rate x the # of CSRs and supervisors • ATT x cost per second x .08 = ROI • Reduce cost via headcount or working hours
  25. 25. Secret Sauce • Leverage the capabilities of Salesforce – CRM & CTI are integrated together for analytics • Unique visualizations and drill-down capability • Written in APEX and third-party tools on • It’s real time • It’s in Salesforce • And it’s in the Chatter case feed
  26. 26. Poll Is your telephony system currently integrated with your CRM/Contact Center management system? • Yes • No • Not Sure
  27. 27. Process - Value Delivery WHICH METRIC? WHICH PEOPLE? WHICH SKILLS? WHICH CALLS? COACH! Measure and Monitor
  28. 28. Top Problem Calls List
  29. 29. Activity Record 12/18/2013 29
  30. 30. Listen to Calls Immediately 12/18/2013 30
  31. 31. Take Action Now 12/18/2013 31
  32. 32. CSR Quartile Report
  33. 33. CSR Outliers Report
  34. 34. Powerful Additional Charts
  35. 35. Chatter Feed
  36. 36. Customizations Available Case Resolution Time SLA Performance Downstream Purchases or Retention In The Box CRM/CTI Info Average Talk Time Customer Satisfaction Statistics Offers and Acceptances Custom and Side-by-Side Dashboards
  37. 37. 12/18/2013 39
  38. 38. Thank You! For more information contact: 877-276-2120