The document discusses strategies for optimizing Salesforce Service Cloud to enhance customer support, including the importance of data management, integration, and automation to improve customer satisfaction. Presenters from Informatica, Carbonite, and Primitive Logic share practices and experiences in maximizing service efficiency and reducing response times through real-time data access. Key takeaways emphasize the necessity of effective tools, education, and quality data management to achieve excellent customer service outcomes.

1. Amp Your Customer Service Stats and
Improve Salesforce Service Cloud

2. Today’s Presenters
Clive Bearman
Dir Product Marketing,
Informatica Cloud
@cbearman
Justin Donlon
Senior Business Analyst,
Carbonite
@justdonlon
Mike McDermott
SVP of Sales,
Primitive Logic
@MikMcDermott48

3. Agenda
• Informatica
• Optimizing Service Cloud for Better Customer Support
• Carbonite
• How Customer Service Agents Use Real Time Data
• Primitive Logic
• Service Cloud Implementation and Data Management Best Practices
• Summary
• Q&A – Next Steps

4. Informatica
Optimizing Service Cloud for Better Customer Support

5. What Does Customer Support Care About?
Customer Satisfaction Mean Time to Resolution
Call ThroughputAgent Training

6. It’s a Balancing Act

7. So We Look to the Best Technology to Help
Knowledge Base
IVR
Trouble Ticket
Email Response
Chat
Portal
Call Center
Agent

8. But it Can Still Fall Short
Knowledge Base
IVR
Trouble Ticket
Email Response
Chat
Portal
?
Call Center
Agent
• Missing email
• Duplicate contact
• Invalid address
• Incomplete records
30 minute call

9. Service Cloud Optimization
?
Call Center
Agent
“If your customer service agents were
more proactive, what impact would
this have on your business?”
• Missing email
• Duplicate contact
• Invalid address
• Incomplete records
Greater customer
satisfaction!
Call Center
Agent
• Cloud DI
• Cloud AI
• CC360
• DaaS
4 minute5 minute call

10. Secret is to Manage Your Data and Workflow
Integrate Cleanse
Automate

11. Informatica Cloud for Salesforce Success
4000
Customers
30+ Major
OEMs
Over 1000
end customers
98%
Renewal rate
300Bn
Transactions / month

12. Carbonite
Improving Customer Experience

13. Carbonite Overview and Speaker Bio
Justin Donlon
• Senior Business Analyst
within IT Business
Applications department
• Been with Carbonite for 2
years
• Supporting platform
integration between Sales,
Marketing, IT and Analytics

14. Problem
CRM
+
+
CSR Copy and Paste Customer
• CSR manually searches for customer data in home-­grown CRM, then copies and
pastes into Service Cloud
• Time consuming, error prone, frustrating and expensive to import all data into
Salesforce

15. Architecture
• Trial Data
• Subscription Data
• Account Data
Application Integration
CRM

16. Solution
3. Real-­time search
based on Contact
Email address from
Carbonite CRM
2. Guide works directly
on the Case page
1. Guides import
trial/subscription
data

17. Solution

18. Timeline of First “Real-­Time” Project
Nov 19th
2014
Dec 4th
2014
Dec 10th
2014
Dec16th
2014
World Tour
in NYC
Informatica
Demo
POC
(2 hours)
Implementation
Start
Production
Rollout
Feb
2015

19. Results
• Saving at least 10 – 20 seconds per Case creation
• Material saving in head count planning and budgeting
• 9 fields of valuable data automatically imported each time a Case is
created (instead of 2 mandatory fields that were copied and pasted)
• Improved customer service reporting directly within Salesforce

20. What’s Next for Carbonite?
• More data!
• For quicker analysis of Customer Support issues
• For more self-­service reporting in Salesforce
• Archive data
• Archive costly Salesforce data to data warehouse and
expose to users via Informatica Cloud guides

21. Primitive Logic
Data Management Best Practices for a
Successful Service Cloud Implementation

22. We provide clients full life-­cycle consulting services from operational and IT strategy to creative
services, to IT systems architecture and systems integration.
We have experience implementing call center migrations to Salesforce Service Cloud leveraging
Informatica Cloud Editions. We handle business requirements, process improvement, business
case definition, and data architecture design to ensure a successful implementation.
Primitive Logic, founded in 1984, is a leading
business consulting and technology solutions
firm that plans, architects and implements
innovative operational and customer
relationship management solutions using
proven web, mobile and cloud technologies.
Website PrimitiveLogic.com
Company Privately Held Management Consultancy
Locations San Francisco (HQ), Los Angeles, San Diego
Size 200+ Consultants
Founded 1984

23. Data Management Best Practices for a Successful
Service Cloud Implementation
Proper planning
BEFORE
starting implementation
Understand your data
requirements
Utilize workflow
automation and real-­
time integration

24. Proper Planning
• What are your customer service improvement objectives,
measureable KPI’s and why are you implementing Service Cloud?
• Have you identified and got buy-­in from all key stakeholders?
• Have you properly captured requirements and identified business
processes that can be improved and automated?
• How will you cleanse the data going into Service Cloud?
• Does your implementation plan and estimates align with your
objectives?

25. Understand your Data Requirements
• Define the data models, sources, policies, rules that govern which
data is required, how it is stored, arranged, integrated, managed and
put to use in your Service Cloud solution.
• Make decisions what data to replicate and in real-­time in data
modeling phase.
• Avoid unnecessary additional data storage costs with Salesforce.
• Know what data is needed today and in the future for each Service
Cloud environment (Production, Test/QA, Development).
• Don’t forget to a plan for your reference data such as manuals, product
data sheets, SOP’s, digital assets, etc.

26. Understand your Data Requirements
• Utilize Informatica Cloud to more effectively:
• Prepare, manage and protect data all in one platform.
• Cleanse your data and avoid duplications using Data Quality and Address
Doctor.
• Secure and mask your customer data with Test Data Management.
• CC360 to integrate and consolidate data from multiple systems, validate
point of entry data via business rules to provide a single view of my
customer.

27. Integration Wizard
Mapping Designer
Data Masking

28. Workflow Automation and Real-­Time Integration
• Access data in real time and in context to improve the CSR user experience
reduce call handling times, increase first call resolutions and increase
customer satisfaction.
• Automate business processes and workflows to increase CSR efficiency.
• Utilize the Informatica Secure Agent that provides a seamless integration
between cloud and on-­premises data sources for both batch and real-­time
use cases.

30. Take Away Tips
• Proper planning focused on data requirements will yield desired
benefits
• Use Informatica Cloud offering:
• Data Quality
• Data Integration
• Real Time
• CC360 for Customer Master Data Management
• Leverage Primitive Logic experience to help with your
implementation.

31. Summary & Questions

32. Summary – Optimize Service Cloud for Better Customer Support
• Great Customer Support Needs
• Great tools (like an optimized Salesforce Service Cloud)
• Education
• Process
• Great CUSTOMER DATA!
• What You Need To Make Data Great
• Integration (for a complete view of customer data)
• Cleansing (aka Data Quality)
• Automation

33. Q&A -­ Next Steps
1
2
3
30 Day Free Trial
www.informatica.com/cloudtrial
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