The document discusses enhancing contact center performance using Google Search and Salesforce Service Cloud, covering the value of enterprise search solutions and metrics crucial for service centers. It highlights a case study on improving productivity and collaboration among support engineers through unified search. Key benefits include faster access to information, improved customer experience, and high adoption rates with minimal training required.

1. Increase Contact Center Performance with Google Search and Salesforce Service CloudSeptember 23, 2014
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https://twitter.com/PRFTSalesforce
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2. Speakers
Tim Graham
National Alliance Manager -Google
Perficient
Rob Cocks
Head of Enterprise SearchGoogle
Brendan Callum
Services Cloud & Communities Architect
Perficient

3. Agenda
•Value of Enterprise Search Solutions
•Metrics that Matter for Service Centers
oAchieving Success with Search
Rob Cocks
Head of Enterprise Search
Google
•GSA Solution Case Study
•Selection Process & Goals
•Implementation Roadmap
•Business Value & ROI
Tim Graham
National Alliance Manager -Google
Perficient
•GSA & Salesforce.com Solution Demo
Brendan Callum
Services Cloud & Communities Architect
Perficient

4. •Founded in 1997
•Public, NASDAQ: PRFT
•Major market locations throughout North America
•Global delivery centers in China, Europe and India
•>2,200 colleagues
•Dedicated solution practices
•~90% repeat business rate
•Alliance partnerships with major technology vendors
•Multiple vendor/industry technology and growth awards
Perficient Profile

5. BUSINESSSOLUTIONS
Business Intelligence
Business Process Management
Customer Experience and CRM
Enterprise Performance Management
Enterprise Resource Planning
Experience Design (XD)
Management Consulting
TECHNOLOGYSOLUTIONS
Business Integration/SOA
Cloud Services
Commerce
Content Management
Custom Application Development
Education
Information Management
Mobile Platforms
Platform Integration
Portal & Social
Our Solutions Expertise

6. •More than 450 customers │Completed ~3,000 Salesforce engagements
•Expertise: Sales and Service Clouds, Chatter, Portals, Communities, Mobile and Custom Development on Salesforce Platforms
•Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail
•~ 80 certified consultants │ ~ 180 multiple certifications
•One of the highest Salesforce.com customer satisfaction ratings: 9.4 out of 10!
Salesforce Practice

7. Google Practice
Service Offerings
•Enterprise Search Assessments
•Search Optimizations
•Deployment Roadmaps
•Installation & Setup Architecture
•Architecture Design
•10+ Prebuilt & Custom Connectors
•Advanced Security
•UI Customization
•GSA upgrades and migrations
•Training
Practice Snapshot
•Enterprise Premier Partner since 2008
•2x North America Search Partner of the year
2012 & 2013
•150+ client engagements
•25+ Fortune 500 Clients
•Nationwide team
•5 Google Search Certified practitioners
•10+ Connectors
•Search thought leadership blog

8. Google Solutions:
Searching Enterprise Systems
Search Across Information Silos
Google Search Appliance connects enterprise systems
Find any kind of data—CRM, defects, bugs, knowledge base —without training or expertise
Find Experts
Finding experts using Google Search Appliance expert search functionality

9. Google Search for Work Value Map - Manufacturing
Operational Efficiency
Governance Risk & Compliance
Customer Reach
Google Confidential and Proprietary
HR, Corporate Comms and IT
Partner Extranet
Manufacturing Change Management
Legal Assessment
Patent Management
Product Planningand Marketing
RoHS/WEEE
Training
Website Search
eCommerce
Sales Operations Planning
Customer Self-Service
Field Maintenance
Contracts
Support Call Center
R&D Design Process
DirectProcurement
Defect Tracking
Tech Sales Collateral

10. Information Protection Client
Case Study

11. Project Goals/Business Drivers
•Eliminate Multiple Repository Searches
Support engineers (SE) must perform independent searcheson differing repositories/tools, often times not finding any information at all
•Eliminate Redundant Custom Search Solutions
Unsustainable and redundant custom search solutions exist, creating productivity loss and offering no economies of scale
•Reduce Inefficiency
With 3000+ support engineers employed globally, poor toolsets multiply inefficiencies
•Increase collaboration
Support and engineering teams collaborate through improved visibility
•Improve Integration
Quickly integrate M&A systems into SE processes and postpone consolidation
•Increase Productivity
Increased individual productivity via access to a single interface with a standard search language and toolset
Customer Experience and Employee Engagement are impacted by the inefficiencies to find needed knowledge to service customer support cases.

12. Finding the Right Solution
•Align with enterprise goals -COE, app rationalization
•Decrease time to resolve support cases
•Embed into existing platform/process
•Unify multiple repositories
•Provide flexibility support engineer (SE) roles andfor other domains
•Ensure quality of the platform in 3 areas:
•Relevancy
•Thoroughness
•Speed of search
✓Engaged 3 product vendors
✓Requirements-based evaluation
✓Solution Prototype

13. Project Roadmap
•Things to Consider
–Phased? All at once approach?
–User Interface
–Content Sources
–Security
–Architecture

14. Integrated Salesforce Solution
Unified Search with Google Search Appliance

15. Key Benefits
Improved SE Productivity
Faster access to more relevant knowledge using one tool vs. four
Improved Customer Experience
Faster case resolution
Improved Employee Morale
Removed search frustration and eliminated rework
Little Change Management
Easy-to-use means little to no training required and adoption rate is high
Established Single Search platform
Met needs and efficiencies supported by a dedicated search development team

16. Project Testimonials
Unified Search with Google Search Appliance
IT ROCKS!
I love the new search!
-Support Engineer 2 -
…Unified search… It finds EVERYTHING!
-Sr. Support Engineer -
Additional feedback from talking to some engineers - they all love it…
even my go-to grumpy cynics gave a thumbs up which is huge :)
-Executive Sponsor -
GSA does indeed index text within our PDF documents. And while the results are still not 100%, this is HUGE.
-Support Engineer 1 -

17. Servicing Your Customers Salesforce & GSA
Solution Demonstration

18. As a reminder, please submit your questions into the chat box.
We will get to as many as possible.

19. Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries.
Perficient.com/SocialMedia
Facebook.com/Perficient
Twitter.com/PRFTSalesforce

20. Thank you for your participation today.
Please fill out the survey at the close of this session.