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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.
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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
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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
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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.
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Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Statement under the Private Securities Litigation Reform Act of 1995
Forward-Looking Statement
Salesforce für den Service
Kundenerwartungen übertreffen - mit personalisiertem Service über
alle Kanäle
Sabina Mustica, Regional Vice President, Service Cloud
Markus Ring, Principal Solution Engineer
Wir entwickeln uns alle immer weiter
Vierte
industrielle Revolution
Dritte
industrielle Revolution
Zweite
industrielle RevolutionErste industrielle
Revolution
Dampfmaschine Elektrizität
Computer
Vernetzung
18. Jahrhundert 19. Jahrhundert 20. Jahrhundert Heute
in der 4. Industriellen Revolution
Vier Trends bestimmen die Zukunft des Kundenservice
Künstliche Intelligenz
Automatisierung
Digitale Kanäle
Mobilität
Customer
Success
Platform
Andrej Saweljew
Senior Salesforce
Engineer / N26
Personalisiert über alle digitalen Kanäle
Portale und Communities | Self-Service
Kundenservice | Service Cloud
Chat Bots | Einstein Bots for Service
KI für den Kundenservice | Service Cloud Einstein
KI-gestützter Kundenservice
Vernetzter Kundenservice
Automatisierung | Lightning Flow for Service
Messaging, Chat und Social Media | Digital Engagement
Perfekt vorbereitete Service-Teams
Field Service | Field Service Lightning
Proaktiver Kundenservice | IoT
NEU
NEU
Basierend auf der weltweit führenden CRM-Plattform
Salesforce für den Kundenservice
Service
32%
Höhere
Kundenzufriedenheit*
*Im Durchschnitt erzielte Verbesserungen in Prozent laut einer Umfrage unter Salesforce Kunden
Quelle: Salesforce Customer Success Metrics Survey von 2015-2017 unter mehr als 7.000
zufällig ausgewählten Kunden. Die Anzahl der Antworten variiert pro Kunde.
.
Demo
Thankyou
Live-Webinar am 6. Juni um
11:00
Sie interessieren sich für die Zukunft des Kundenservice?
Besuchen Sie unser Webinar
„Erleben Sie die Zukunft des Kundenservice – wie Chat Bots
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Salesforce für den Kundenservice

  • 1.
  • 2. 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. Statement under the Private Securities Litigation Reform Act of 1995 Forward-Looking Statement
  • 3. Salesforce für den Service Kundenerwartungen übertreffen - mit personalisiertem Service über alle Kanäle Sabina Mustica, Regional Vice President, Service Cloud Markus Ring, Principal Solution Engineer
  • 4. Wir entwickeln uns alle immer weiter Vierte industrielle Revolution Dritte industrielle Revolution Zweite industrielle RevolutionErste industrielle Revolution Dampfmaschine Elektrizität Computer Vernetzung 18. Jahrhundert 19. Jahrhundert 20. Jahrhundert Heute
  • 5. in der 4. Industriellen Revolution Vier Trends bestimmen die Zukunft des Kundenservice Künstliche Intelligenz Automatisierung Digitale Kanäle Mobilität
  • 7. Andrej Saweljew Senior Salesforce Engineer / N26 Personalisiert über alle digitalen Kanäle Portale und Communities | Self-Service Kundenservice | Service Cloud Chat Bots | Einstein Bots for Service KI für den Kundenservice | Service Cloud Einstein KI-gestützter Kundenservice Vernetzter Kundenservice Automatisierung | Lightning Flow for Service Messaging, Chat und Social Media | Digital Engagement Perfekt vorbereitete Service-Teams Field Service | Field Service Lightning Proaktiver Kundenservice | IoT NEU NEU Basierend auf der weltweit führenden CRM-Plattform Salesforce für den Kundenservice Service 32% Höhere Kundenzufriedenheit* *Im Durchschnitt erzielte Verbesserungen in Prozent laut einer Umfrage unter Salesforce Kunden Quelle: Salesforce Customer Success Metrics Survey von 2015-2017 unter mehr als 7.000 zufällig ausgewählten Kunden. Die Anzahl der Antworten variiert pro Kunde. .
  • 9. Thankyou Live-Webinar am 6. Juni um 11:00 Sie interessieren sich für die Zukunft des Kundenservice? Besuchen Sie unser Webinar „Erleben Sie die Zukunft des Kundenservice – wie Chat Bots und künstliche Intelligenz den Kundenservice neu gestalten“ Anmeldung hier am Stand: Salesforce für den Kundenservice

Editor's Notes

  1. Key Message Salesforce is a publicly traded company. Customers should make buying decisions only on the products commercially available. Talk Track Before I begin, just a quick note that you should base your purchasing decisions on products and services that are currently available.
  2. Key Messages Wir befinden uns im Zeitalter der vierten industriellen Revolution. Künstliche Intelligenz, Robotik und das Internet der Dinge ermöglichen ganz neue Kundenerfahrungen. Salesforce ist einer der Vorreiter dieser Revolution, die jeden Aspekt unserer Gesellschaft fundamental verändert – einschließlich der Art und Weise, wie Unternehmen weltweit ihre Produkte verkaufen und vermarkten, Kunden betreuen, Innovationen entwickeln und sich mit ihren Kunden vernetzen. Talk Track In den letzten 300 Jahren haben wir unglaubliche Innovationen und technologische Entwicklungen erlebt. Heute stehen wir am Anfang der vierten industriellen Revolution, in der Unternehmen mithilfe von künstlicher Intelligenz, Robotik und dem Internet der Dinge ihren Kunden ganz neue Erlebnisse bieten können. Diese Veränderungen erleben wir auch in unserem täglichen Leben: Einkaufen per Sprachsteuerung, autonomes Fahren und smarte Geräte, über die wir ständig online und vernetzt sind. Transition Mithilfe dieser Technologien der nächsten Generation können wir uns mit unseren Kunden auf neue Art und Weise vernetzen. Dadurch ändern sich aber auch die Erwartungen der Kunden und die Interaktion zwischen Kunden und Unternehmen. Related Trail The Fourth Industrial Revolution: https://trailhead.salesforce.com/modules/learn-about-the-fourth-industrial-revolution
  3. Key Messages Die Service Cloud ist die weltweit führende Plattform für den Kundenservice. Talk Track Mit der Service Cloud schaffen Unternehmen ganz neue Erlebnisse für Kunden und Mitarbeiter und sorgen mithilfe einer vernetzten Service-Plattform, die mit KI ausgestattet ist und leicht mit anderen Systemen integriert werden kann, dafür, dass ihre Kunden erfolgreich sind. Mit der Service Cloud ist jeder Servicemitarbeiter bestens für die Zukunft gerüstet und kann, egal ob im Kundencenter oder vor Ort, einen erstklassigen Kundenservice bieten – mithilfe von innovativen Tools und einheitlichen Daten. Egal welchen Kanal Ihr Kunde nutzt – ob Messaging, Video, Community, Web-Chat, In-App, E-Mail, Telefon, persönlich oder auch die Kommunikation mit vernetzten Produkten: mit der Service Cloud werden Sie zum Trailblazer und stellen Ihren Kunden bei jeder einzelnen Service-Interaktion in den Mittelpunkt. Sie sorgen für personalisierten, ganzheitlichen und proaktiven Kundenservice zu jedem Zeitpunkt der Customer Journey. Resources Service Cloud Trail: https://sfdc.co/servicecloudmix First Call Deck: https://sfdc.co/servicefcdppt
  4. Key Messages Die Customer Success Platform hilft Unternehmen, sich mit ihren Kunden über alle Touchpoints zu vernetzen. Nutzen Sie das volle Potenzial der Customer Success Platform, indem Sie sie an Ihr Business anpassen. Talk Track Die Customer Success Platform hilft Unternehmen, sich mit ihren Kunden über alle Touchpoints und alle Abteilungen hinweg – Vertrieb, Kundenservice, Marketing, stationärem Handel und Online-Handel – zu vernetzen. Transition Um ein nahtloses Kundenerlebnis zu bieten, müssen all diese Verbindungen miteinander integriert werden.
  5. Key Messages Die Service Cloud ist die weltweit führende Plattform für den Kundenservice. Talk Track Mit der Service Cloud schaffen Unternehmen ganz neue Erlebnisse für Kunden und Mitarbeiter und sorgen mithilfe einer vernetzten Service-Plattform, die mit KI ausgestattet ist und leicht mit anderen Systemen integriert werden kann, dafür, dass ihre Kunden erfolgreich sind. Mit der Service Cloud ist jeder Servicemitarbeiter bestens für die Zukunft gerüstet und kann, egal ob im Kundencenter oder vor Ort, einen erstklassigen Kundenservice bieten – mithilfe von innovativen Tools und einheitlichen Daten. Egal welchen Kanal Ihr Kunde nutzt – ob Messaging, Video, Community, Web-Chat, In-App, E-Mail, Telefon, persönlich oder auch die Kommunikation mit vernetzten Produkten: mit der Service Cloud werden Sie zum Trailblazer und stellen Ihren Kunden bei jeder einzelnen Service-Interaktion in den Mittelpunkt. Sie sorgen für personalisierten, ganzheitlichen und proaktiven Kundenservice zu jedem Zeitpunkt der Customer Journey. Resources Service Cloud Trail: https://sfdc.co/servicecloudmix First Call Deck: https://sfdc.co/servicefcdppt
  6. Key Message Field Service Lighting helps Trailblazers transform customer service from the phone. Talk Track Another key way companies can engage their customers is with Field Service Lightning, a best-in-class, intelligent field service management solution that allows you to connect your agents, mobile employees, products and customers on one platform to deliver exceptional on-site service. Field Service Lightning completes your view of the entire service chain and equips your mobile employees with the information and workflows they need to deliver exceptional service every time. For organizations that have employees in the field, Field Service Lightning enables them to connect their mobile workers to their back-office support teams and deliver transformational service with our offline-first iOS and Android apps. With our best-in-class optimization engine, scheduling and dispatching workers is efficient and smarter. And with the power of the platform, your organization can deliver proactive service and elevate the role of service within your business with IoT, Analytics, and insights. Transition Let’s take a look at how Hologic is using Field Service Lightning on quick case resolution onsite.
  7. Key Messages Die Service Cloud ist die weltweit führende Plattform für den Kundenservice. Talk Track Mit der Service Cloud schaffen Unternehmen ganz neue Erlebnisse für Kunden und Mitarbeiter und sorgen mithilfe einer vernetzten Service-Plattform, die mit KI ausgestattet ist und leicht mit anderen Systemen integriert werden kann, dafür, dass ihre Kunden erfolgreich sind. Mit der Service Cloud ist jeder Servicemitarbeiter bestens für die Zukunft gerüstet und kann, egal ob im Kundencenter oder vor Ort, einen erstklassigen Kundenservice bieten – mithilfe von innovativen Tools und einheitlichen Daten. Egal welchen Kanal Ihr Kunde nutzt – ob Messaging, Video, Community, Web-Chat, In-App, E-Mail, Telefon, persönlich oder auch die Kommunikation mit vernetzten Produkten: mit der Service Cloud werden Sie zum Trailblazer und stellen Ihren Kunden bei jeder einzelnen Service-Interaktion in den Mittelpunkt. Sie sorgen für personalisierten, ganzheitlichen und proaktiven Kundenservice zu jedem Zeitpunkt der Customer Journey. Resources Service Cloud Trail: https://sfdc.co/servicecloudmix First Call Deck: https://sfdc.co/servicefcdppt
  8. Key Messages Die Service Cloud ist die weltweit führende Plattform für den Kundenservice. Talk Track Mit der Service Cloud schaffen Unternehmen ganz neue Erlebnisse für Kunden und Mitarbeiter und sorgen mithilfe einer vernetzten Service-Plattform, die mit KI ausgestattet ist und leicht mit anderen Systemen integriert werden kann, dafür, dass ihre Kunden erfolgreich sind. Mit der Service Cloud ist jeder Servicemitarbeiter bestens für die Zukunft gerüstet und kann, egal ob im Kundencenter oder vor Ort, einen erstklassigen Kundenservice bieten – mithilfe von innovativen Tools und einheitlichen Daten. Egal welchen Kanal Ihr Kunde nutzt – ob Messaging, Video, Community, Web-Chat, In-App, E-Mail, Telefon, persönlich oder auch die Kommunikation mit vernetzten Produkten: mit der Service Cloud werden Sie zum Trailblazer und stellen Ihren Kunden bei jeder einzelnen Service-Interaktion in den Mittelpunkt. Sie sorgen für personalisierten, ganzheitlichen und proaktiven Kundenservice zu jedem Zeitpunkt der Customer Journey. Resources Service Cloud Trail: https://sfdc.co/servicecloudmix First Call Deck: https://sfdc.co/servicefcdppt
  9. Key Messages Die Service Cloud ist die weltweit führende Plattform für den Kundenservice. Talk Track Mit der Service Cloud schaffen Unternehmen ganz neue Erlebnisse für Kunden und Mitarbeiter und sorgen mithilfe einer vernetzten Service-Plattform, die mit KI ausgestattet ist und leicht mit anderen Systemen integriert werden kann, dafür, dass ihre Kunden erfolgreich sind. Mit der Service Cloud ist jeder Servicemitarbeiter bestens für die Zukunft gerüstet und kann, egal ob im Kundencenter oder vor Ort, einen erstklassigen Kundenservice bieten – mithilfe von innovativen Tools und einheitlichen Daten. Egal welchen Kanal Ihr Kunde nutzt – ob Messaging, Video, Community, Web-Chat, In-App, E-Mail, Telefon, persönlich oder auch die Kommunikation mit vernetzten Produkten: mit der Service Cloud werden Sie zum Trailblazer und stellen Ihren Kunden bei jeder einzelnen Service-Interaktion in den Mittelpunkt. Sie sorgen für personalisierten, ganzheitlichen und proaktiven Kundenservice zu jedem Zeitpunkt der Customer Journey. Resources Service Cloud Trail: https://sfdc.co/servicecloudmix First Call Deck: https://sfdc.co/servicefcdppt