This deck is missing the live demos that were part of the live event, including of Wave Analytics, Social Studio and Marketing Cloud.

1. Get Ready for
a New Kind of
Customer
Success
Salesforce in Leisure and Hospitality

2. Agenda
3.45pm Keith Bourne and Dan Kolodynski, Salesforce
The 4 Pillars
Effective use of Cloud Technology in hospitality, leisure and tourism
4.05pm CASE STUDY Anthony Robles, Eurostar
Empowering Eurostar employees to deliver first-class service
4.25pm CASE STUDY Michca Morris, Landmark Trust
The journey for Landmark Trust – and our customers
4.45pm LIVE DEMO Peter Bosch, Salesforce
The new Wave - effective analytics in the Hospitality industry
4.55pm BREAKOUT Jonathan Bland and Gareth Cruse, Salesforce
Listening to YOUR CUSTOMERS. See what we’ve ‘heard’ the last 7 days using Social Studio
5.20 Drinks and networking, SushiSamba
121 Social Insights sessions available by request at this time.

3. The 4 Pillars
Effective use of Cloud Technology in
Hospitality, Leisure and Tourism
Keith Bourne,
Salesforce RVP
Dan Kolodynski,
Salesforce Business Development
Director

4. Forward Looking Statements
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any
of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or
service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for
future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts
or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth,
interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible
mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our
employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com
products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of
salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most
recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information
section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may
not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently
available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

5. HELPING
ORGANISATIONS
TRANSFORM FOR 10
YEARS
OUR CUSTOMER-
FACING TEAM ARE ALL
IN-HOUSE AND UK-
BASED
100 PEOPLE
AND GROWING
SALESFORCE
CERTIFIED TECHNICAL
ARCHITECTS
OUR WORK SPANS THE
GLOBE
9 8.
9.8 CUSTOMER
SATISFACTION SCORE
275
275 SALESFORCE
CERTIFICATIONS
Who are BrightGen?
Experience across the entire salesforce product suite

6. Salesforce
Overview

7. Mainframe
1960s
Client/Server
1980s
Clou
d
New
Technology
Model
New
Business
Model
New
Philanthropic
Model
Cloud Computing Revolution

8. New Technology Model
Multitenant cloud
Fast innovation
Scalable metadata platform
Rapid customization
Most trusted enterprise cloud
Security | Availability | Performance
70%faster time to market

9. World’s Most Trusted Enterprise Cloud
Trusted
Security
Always on
Availability
Performance
at Scale
Global
Data Centers
Enterprise
Compliance
Five elements of trust
YoY Transaction
Growth
79%99.98%
FY15 Availability
11
Global Data Centers
234B
Q2 Transactions Transactions/da y
3.5B

10. New Business Model
Focused on Customer Success
Subscription pricing
Customer Success Group
Broad ecosystem and community
37%increase in customer
revenue growth

11. New Philanthropic Model
1-1-1 Model
1.1M+
Service Hours
1%
Time
$100M+
Grants
1%
Equity
1%
Product
pledge1percent.org
26K+
Nonprofit Organizations
$250M
Donated Product

12. 2013 • 2014 •2015 2008 • 2009 •2010
2011 • 2012 •2013
2014 •2015
2011 •2012
2013 •2014
2015
Most
innovative
companiesin
theworld
$1.6B
Q2 FY16 revenue
17K
Employees
6th Largest Software Company in the World Today

13. Salesforce in your industry
Hospitality

14. Expect to compete mostly on the basis of customer
experiences, versus 36% four years ago.
By 2016
Gartner

15. 15

16. Engaging with Customers Delivers Success
Customer
satisfaction
+ 45%
Faster
deployment
+ 55%
Customer
retention
+ 45%
Increase
insales
+ 37%
MarketingROI
+ 43%
Average Percentage Improvements Reported by SalesforceCustomers
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per questionvary.

17. The 4 Pillars
4 Ways Cloud technology
is reshaping hospitality,
travel and leisure
Discover the 4 wayscloud
technology is reshaping
your sector...
1 32 4

18. 1. Disrupt or bedisrupted.
“
”
Desk.comlets us offer
world-class support with
personalityand soul.
Patrick Cheeseman
Head of CustomerExperience
• A mobile app for last-minute hotel reservations
• Offers average response times of 10 minutes
OR LESS
• Is international - 27 countries and in five
languages.
HOW?
• Desk.com for effective customer support 24/7
• Sales Cloud to manage relationships with
10,000 partner hotels
300% growth in bookingsover two years.
1
Innovative brands use cloudtechnology:
To connect with customers on every platform
Anticipate their needs
Deliver truly personalised experiences
MOBILE
REAL TIME INFORMATION
CONVENIENT
ATTRACT new customers
RETAIN current customers
INCREASE brandvalue

19. 2.
Having a 360-degree view of your customers allows you to
deliver a personal experience
EXCEED EXPECTATIONS
CREATE BRAND LOYALTY
2. Work smarter.
Delight through
insight.

20. 3. Connectedoperations.
“
”3
A complete view of your operations helps you understand
performance of one site over another, maximise efficiency, cut
overhead costs.
MONITOR AND MAINTAIN SERVICE
STANDARDS
MANAGE IMPROVEMENT PLANS AND
SHARE UPDATES
EMPOWER EMPLOYEES
EVEN ON MOBILE
A diverse entertainment company with
resorts and casinos on four continents. 40 +
resorts and 70,000 employees.
New focus on VIP Clients
HOW?
• Salesforce Chatter provides an
employee social network to keep everyone
connected and make it easy to share
information.
We bring teams
together in a waythat
wasn’t possiblebefore.
DavidKoloski
VP,VIP Innovation &Operations

21. 4. Social, mobile &
personal experience.
4
Knowing about your customers isn’t enough – you must use
that information to create real customer connections
CUSTOMER INSIGHT
SEAMLESS EMPLOYEE ENGAGEMENT
MULTI – CHANNEL
?
…
?

22. Empowering Eurostar Employees to deliver first class service
Anthony Robles
CRM Systems Manager
Eurostar

23. Agenda
I. Eurostar as a company
 What we do in a few facts
II. Eurostar’s CRM in the contact centre
 Context – why did we move?
 Overview of the live Salesforce.com environment + Demo
 Feedback from the agents
III.Future developments
 Online compensations
 Business Lounge Check-in
 VIP service in the stations
23 June 2016

24. • Eurostar was created in 1994
• 2000+ employees
• 10 millions
passengers in 2014
• Our ambition: to become the most
loved travel experience in Europe

25. 23 June 2016

26. 23 June 2016
II. Eurostar’s CRM in the
contact centre

27. 23 June 2016
Before Salesforce.com, we were using 4 different systems

28. 23 June 2016
“RightNow”, for some of our incoming emails

29. 23 June 2016
“Vision”, for compensations management

30. 23 June 2016
“Unity”, for compensations tracking

31. 23 June 2016
“ContactLogger”, for call logging

32. 23 June 2016
“It is difficult to find a solution”
“There are so many systems opened”
“We sometimes get so confused…”
“Data is spread across multiple screens”
“It takes a lot of time to resolve a case”
“There are too many administrative processes”
“I always forget to log my calls in the call logger…”
…
Consequently, we had these kind of reactions in the contact centre:

33. 23 June 2016
Objectives
 To deliver Case Management, Compensation
Management, and Knowledge Management
(FAQs) capabilities
 To decommission 4 systems: RightNow,
Vision, Unity, Call logger
 To consolidate customer data into 1 database,
reducing the case resolution time in the
contact centre
 To support the global IS Strategy, providing
the foundation for a single customer view
across the business
Drivers
 Improve Service – Systems rationalisation to
provide efficiency savings and deliver
improved customer service
 Avoid Costs – Call deflection / reduction
 Delivery of technology changes within short
timescales
Timescales
 16 weeks plan (target start TBC subject to
concluding supplier & vendor contracts &
commercials)
We then introduced the Salesforce.com project:

34. 23 June 2016
High Level Plan of Phased Implementation
Sep Oct Nov Dec Jan Feb Mar
Phase 1 – Case
Management &
FAQ’s Integration
Phase 2 –
Social media
Integration
Train Managers
App
iLoyal Integration
Phase 3 –
Integration to
Marketing
Systems
Case Management Live RunningFull Case Management
Knowledge RunningKnowledge Web / Front End Redesign
Social Media Int.
Train manager App Int.
Marketing Integration
iLoyal Integration
Compensation Mgt.
High-level project plan

35. 23 June 2016
A Customer profile in Salesforce.com

36. 23 June 2016
A report
example in
Salesforce.com

37. 23 June 2016
Demo
https://eurostar.my.salesforce.com/

38. 23 June 2016
“No passwords! This is such a relief as we have so many to remember”
“I can easily identify a customer and cases related to him”
“Most of the actions are self-explanatory and user-friendly”
“We can track calls, cases, and compensations history against the same customer”
“The application is very fast and smooth”
“The application is always up”
…
Some feedbacks from the agents on Salesforce.com:

39. 23 June 2016
III. Future developments

40. 23 June 2016
Online
Compensations
https://compensation.
eurostar.com/

41. 23 June 2016
Barcode scanner

42. 23 June 2016
Barcode scanner

43. The journey for the Landmark Trust
- and our customers
Michca Morris,
IT Programme Manager
Landmark Trust

44. 44
And gives them a new lease of
life by making them available
to be enjoyed today, and by
future generations
The Landmark Trust
is a charity that
rescues important
buildings that would
otherwise be lost

45. 45
■ Multiple outdated MS Access 97 databases
■ Unsupported systems
■ Lack of Auto integration between systems
■ Web integration not real time
■ No single CRM database
■ Duplication of data & data integrity issues
2012

46. 46
Jun 2012
BrightGen selected
as Salesforce
partner
Jun 2016
What’s next?
Nov 2012
CRM,
Non Profit Starter
Pack (NPSP),
Postcode Anywhere,
Custom holiday
booking system
Feb 2013
New Integrated
Website
Apr 2013
Automated
operational emails
& letters
Feb 2014
Financial reporting
packs
Dec 2013
General Ledger
Jun 2015
Accounts Payable
and custom priority
booking
functionality with
web integration
Jun 2015
Marketing
automation
Sep 2015
Custom ticket
processing with
integration with
barcode printing
and scanner
Feb 2015
Partner Community
for transport ticket
agents
Timeline
Oct 2014
Recurring Donations for
membership, regular
donations and Direct Debits
Apr 2014
Automated
Integration from
Salesforce
Opportunities
Bookings, Donations &
Merchandise
Aug 2015
Salesforce migration
to Slough data
center
Mar 2014
Customer
Community
integration with
Website

47. Results and benefits
Single CRM database
Full lifecycle Holiday booking > donation >
membership > legacy prospect
Improved customer service
Enhanced membership functionality
Targeted marketing
Improved customer behaviour analysis

48. Results and benefits
Increase bookings via web 40%>70%
Reduced office hours & staffing
Improved customer service

49. Results and benefits
Real time web integration > accuracy
Efficient business processes
Ease of use & cross training
Improved financial reconciliation &
controls

50. Results and benefits
Stable supported systems > IT effort
focussed extend & enhance
Ease of maintenance & enhancement
Self reliance
Fast track development & reduce risk
using Apps

51. BrightGen Service Management
51
Supporting our roadmap of continuous improvement – and
mitigating problems
■ A pre-paid block of hours to manage quarterly releases of small to
medium improvement e.g UI improvements on property search facility
■ Uplift facility to deliver medium sized projects, e.g Lundy island
ticketing project on VisualForce
■ Salesforce release management & migration to a European data centre
■ Absence cover for small team
■ Sounding board & technical advise for robust comprehensive solutions

52. What next?
52
■ Web My Account functionality & enhanced payment options
■ Text message reminder to bookers
■ Mobile scanners on the dockside at Lundy island
■ Feedback surveys integrated with case management for building maintenance
■ Approval automation
■ Recurring & one off sales ledger invoicing
■ Fixed Asset & Stock control systems
■ GIS integration

53. 53
Questions?

54. The Landmark Trust
Shottesbrooke, Maidenhead
Berkshire, SL6 3SW
01628 825920
www.landmarktrust.org.uk
Charity registered in England & Wales 243312 and in Scotland SC039205
Thank you
54

55. The New Wave
Effective analytics in the Hospitality Industry
Peter Bosch
Principal Solution Engineer, Salesforce

56. Listening to your Customers
Social Studio
Jonathan Bland
Marketing Cloud, Salesforce
Gareth Cruse
Marketing Cloud, Salesforce

57. Michael Adonteng
Account Executive, Hospitality
Salesforce
Gourav Kumar
Account Executive,
BrightGen
Your hosts

58. thank y u