Deliver World-Class Customer Service with Salesforce

Deliver World-Class Customer Service
with Salesforce
Chad Meyer
Internet Creations
@chadmeyer_ic
November 6th, 2014
Glen Wilson
Internet Creations
@glenwilson2
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com

Internet Creations
Company Highlights
● 2014 Salesforce Service Surfboard Winner
● #1 Rated App for Agent Productivity (Email to Case Premium)
● 4 of 5 Highest Rated Apps for Agent Productivity
● 4 of 10 Highest Rated Apps for Customer Service
● 300+ 5 Star Reviews
● Member of Cloud Collective: Salesforce.com AppExchange Category Leaders

Does your CFO view your customer service operation as a cost center,
or a strategic investment that impacts revenue?
A. Cost center
B. Strategic investment

Why invest in customer service?
● 10-20x more profitable to deliver great service. ¹
● More expensive to acquire a new customer than to retain.
● Great service fosters positive Word of Mouth, which reduces
marketing spend.
● Price sensitivity rises exponentially when problems occur.
● Reduce legal, regulatory, and PR issues and costs.
● 70% overlap in employee & customer frustrations.
¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”

Standard Salesforce Functionality

Standard Automation
● Auto-Responses
● Set expectations with your customers
● Vary by entitlement or SLA
● Assignment Rules
● Queues
● Don’t spam your agents
● Workflow Rules
● Use caution when automatically changing case status.
● Cross-object support on Email Messages & Case Comments

Case Teams and Contact Roles
● Many-to-many support
● Which should I choose?
● Integration with workflow
● Impacts sharing & security

Analytics (KPIs and Auditing)
● Initial Response Time *
● Case Age and Time to Close *
● Time with Customer vs Time with Support *
● Identify Data Quality Issues
* You can declaratively measure in “calendar hours” (24/7/365), but not in business hours.

Entitlements and Milestones
(Requires Service Cloud)
● Complex SLAs
● Per-Incident Support
● Named Contacts

Is your CFO telling you to do more with less?
1. Yes
2. No

A great customer experience starts with a great agent experience.
● Improve Salesforce adoption by eliminating clicks (save time & money).
● Up to 50% of voluntary turnover among good employees is due to lack of effective tools. ¹
● Smiles are contagious: Happy Agents → Happy Customers → Healthy Financials
¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”

It’s like giving every agent a personal assistant.
Automate what should be
automated:
● Auto create new contacts
(or leads)
● Forward to Case

Execute 5 operations in 1 step!
Streamline & simplify:
1. Add a comment
2. Send an Email
3. Add attachment(s)
(drag&drop)
4. Update fields
5. Add To, CC, and BCC
recipients with type-ahead
search

See Email to Case Premium on the AppExchange
Doug Ramirez - Critical app for our business
We do a lot of inbound email support and E2CP satisfied a slew of
requirements that we had that the native Salesforce platform didn't
provide.
AppExchange Listing:
http://ic.force.com/e2cp
Matt Brown - Incredible App! Adds
tremendous value to Customer Service and
Case Management in general.
Mike Carter - Increased Productivity and
Agents Love it
We have been using E2CP for nearly a year now and continue to be
impressed with how much this tool has impacted our agents ability to
work cases via email.
Kathleen Nault - Absolutely a MUST for
Customer Service Organizations
...stores attachments from inbound emails at case level, centralization
of case comments/emails eliminates jumping around - piecing together
the overall life of the case, automatic case team members eliminates
need to remember to CC people on outbound emails, etc etc. etc.

For your CFO http://ic.force.com/e2cproi
How the E2CP ROI Calculator works:
The ROI calculator is based on the premise that when
you use Email to Case Premium, you save 6 clicks per
each outbound email response, at 5 seconds per click,
which in turn saves an average of 30 seconds. The
specific clicks that are saved include Select Template (2),
Select From Address (2) and Edit Case Fields (2). And if
you use Canned Comments, Knowledge or Attachments
on Cases, your savings will be much greater.
Additionally, we assume that support agents work an 8
hour day and that there are 235 working days per year
(255 business days per year minus 20 vacation days).

● Making people wait causes dissatisfaction.
● Response Measurement, Management, and Improvement.
● Organization & Prioritization → Greater Efficiency

Real-time visibility to delight your customers.

Does your service team operate 24/7, in specific business
hours, or a mixture of both?
1. 24/7/365
2. Specific business hours
3. Both

Actionable Insights
● Initial Response Time *
● Time With Customer vs
Time With Support *
● Uncover bottlenecks and increase
case velocity.
● Do you know which of your agents
are delighting your customers?
* Case Flags supports business hours

See Case Flags on the AppExchange
http://ic.force.com/cf
Jennifer Rodriguez - Case Flags really
improved our metrics!
...our average Initial Response time dropped 15% and it has steadily
tracked in the 10-20% lower range ever since
Jennifer Brown - Case Flags really improved
our metrics!
...our average Initial Response time dropped 15% and it has steadily
tracked in the 10-20% lower range ever since
Dale Munckton - You need this app if you use
cases in Salesforce
We've used Case Flags from the first day we went live with Salesforce
and there is no way without it we could easily work out case priorities.
David Osorno - Taking Case Efficiencies to
Whole New Levels
It will improve case tracking, monitoring, and of course efficiencies
making case navigation so much more easier right from the set views.

Duplicate records are silent productivity killers.
● Bring order to the chaos.
● Focus on delighting customers, not duplicate cases.
● Delighted Customers → Positive Word of Mouth & Repeat Business

Dupe Alert

Do you have a duplicate problem?
Run a free scan:
http://ic.force.com/cmp

See Case Merge Premium on the AppExchange
http://ic.force.com/cmp
Lisa Reinhold - No more duplicate efforts
Case Merge quickly helps our engineers identify duplicate cases so that
we minimize duplicating efforts.
Ashley Perona - Case Merge Premium saved
the day!
Being able to merge cases with a click of a button has made my
operations users' lives 10x easier.
Matt Gentry - Time Savings from the
Beginning
This tool is a HUGE time saver.
Chris Edwards - Very Useful
This has helped us catch duplicates in both real time and after the fact.

Handling multiple issues per case diminishes the ability
to measure & improve.
● Manage scope creep within a case to maintain its integrity.
● Agents operate more efficiently with a "one issue per case" policy.
● Avoid imprecise taxonomy & improve accuracy of KPIs.

See Case Split on the AppExchange
http://ic.force.com/cs
Chris Edwards - Great Time Saver and Easy
To Use
We have found our agent's case resolution time has dropped with the
ability to split cases apart quickly and simply.
Lisa Reinhold - Improves data quality
Case Split enables engineers to easily split out the issues when
customers submit multiple issues in one case. It's so easy that the
engineers actually USE it which is key to accurate reporting.

Do you know your agents’ customer satisfaction scores?
1. Yes
2. No
3. Unsure

Moving from Firefighting to Prevention using Voice of the Customer
(VoC)
● Transactional surveys are an integral part of a solid VoC strategy.
● Solicit feedback on a transaction basis with “just in time” surveys
● “Just in time” and effortless surveys = higher response rates.

Higher response rates with effortless surveys.
41% of emails
were opened on
mobile devices
in 2013
http://campaignmonitor.com
Respond with 1 click from within email: Landing page after clicking email:

Measure & manage.

Don’t just measure...
Take action!

See Simple Survey for Salesforce on the AppExchange
http://ic.force.com/ss
Jonathan Lucento - Awesome Response
Rates with this App
We've had high response rates using the tool...I'd recommend this
application for anyone that is looking to improve their response rates on
their CSAT surveys!
Boris Tsibelman - Simply the Best Survey App
Jennifer Brown - Great Surveys & Great
Reporting
Surveys can be saved right to the case and/or account details, allowing
key Salesforce stakeholders access to information about their
customers. Super tool!
Jim Ellis - Are your customers satisfied with
your service? To find out, get this app!
This app is amazing! From simple installation to customisation, we now
have real time results to see how satisfied our clients really are with our
service.

Labs (Free AppExchange Apps)

Become a customer service champion!
As part of our Dreamforce 2014 promotion, get two months free with any of Internet Creations’
apps when a purchase agreement is signed by November 30, 2014.

Q&A

Deliver World-Class Customer Service with Salesforce

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