This document discusses Salesforce's Service Cloud platform and how it aims to help companies provide faster, smarter, and more powerful customer service in the connected world. It highlights key features of Service Cloud like Lightning Console for optimized agent productivity, Omni-Channel Presence & Routing for intelligent case routing, and Service Wave Analytics for actionable service insights. Case studies are presented showing how Service Cloud has helped companies like Eurostar improve agent productivity, reduce handle times, and increase customer satisfaction. The document argues that Service Cloud provides companies everything they need to deliver great connected customer service experiences across any channel.

2. A New Era of
Service for the
Connected World
Chet Chauhan
VP Product Management, Service Cloud
@chetchauhan
In/chetchauhan
cchauhan@salesforce.com

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Safe Harbor

4. 75Billionconnected products by 2020

5. connected products
per person58in the world’s most connected countries

6. Customer Service Has to Evolve
1990s
Phone
Today
Everywhere
2000s
Social
Customers are expecting connected service everywhere

7. It’s All About Customer Experience
Customers are increasingly switching providers due to poor customer experience
Source: Accenture, Customer 2020
Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”
64%
46%
51%
201420132012

8. The Customer Experience Gap is Widening
Companies Customers
Systems
Customers
Employees
Disconnected
from:
Faster
Smarter
More Insightful
Demand
service that is:
The Customer Experience Gap is Widening

9. #1 Customer Service
Platform
Faster Service
with Lightning Console and
Omni-Channel Presence & Routing
Smarter Apps
with Service for Apps
Powerful Insights
with Service Wave Analytics
and IoT Cloud

10. Salesforce Continues Leadership in Customer Engagement
This graphic was published by Gartner, Inc. as part of a larger research document and
should be evaluated in the context of the entire document. The Gartner document is
available upon request from Salesforce.
Gartner does not endorse any vendor, product or service depicted in its research
publications, and does not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications consist of the opinions
of Gartner's research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed or implied, with respect to this research,
including any warranties of merchantability or fitness for a particular purpose.
Magic Quadrant for
CRM Customer Engagement Center
April 27th, 2015
Analyst: Michael Maoz, Jim Davies
Gartner has positioned Salesforce
highest for ability to execute and
furthest for completeness of vision
in the Leaders quadrant
Source: Gartner (April 2015)
Years
in a row6

11. Thank You.

12. Growth Driven by Customer Success

13. Driving Customer Success Across All Metrics
+45%
Faster Average
Handle Time
+45%
Support Cost
Savings
+47%
Agent
Productivity
+48%
Faster Case
Resolution
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 question vary
Customer
Satisfaction
+45%
Average percentage
improvements reported
by Salesforce

14. Welcome to a New Era of Connected Service
2Smarter Apps 3Powerful InsightsFaster Service1

15. Welcome to the New Era
of Connected Service
85%
of customers have been
put on hold because the
agent didn’t know what to
say and needed to check
Faster Service1
Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre
Supercharge productivity

16. Lightning Console
Newly designed desktop and intelligent tools to supercharge agent productivity
NEW
Optimized experience
New Lightning framework and
design to elevate productivity
Smart productivity tools
Recommended cases and
macros to respond faster
Analytics for teams
View data from any source to
make smart decisions quickly

17. Omni-Channel Presence & Routing
Smart, connected support across channels
Intelligent routing
Dynamically route the right
cases to the right agents, fast
Real-time presence
Manage agent availability and
push cases at the right time
Seamless interaction
Preserve the conversation across
every channel, on any device
NEW

18. Welcome to the New Era
of Connected Service
88%
of time spent on
smartphones is in apps
Source: comScore, U.S. Mobile App Report
2Smarter Apps
Embed 1 to 1 support

19. Service for Apps
Connect to 1-to-1 with customers by embedding support into any native mobile app
Get the answers
you need anytime,
anywhere
Instantly connect to
an agent without
leaving the app
Live, interactive
video support when
you need it
Create and monitor
cases from any
mobile device
Live phone support
with a single click in
any app
Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps

21. SimonKelly
ManagerSolutionEngineering-ServiceCloud
SebastiaandeMan
LeadSolutionEngineer-ServiceCloud
Demo

22. SimonShaw
HeadofCustomerContact

23. Welcome to the New Era
of Connected Service
50%
of agent interactions
will be influenced by
real-time analytics, by
2018.
Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer
Engagement, November 11, 2014
3Powerful Insights
Turn data into action

24. Service Wave Analytics App
Actionable analytics for Service Cloud customers
Analytics for Service
Managers
Get a central view of your key KPIs,
on any device
Analytics for Service Agents
Access any service data for a 360
degree customer view
Native to Service Cloud
Wave visualizations in the Lightning
Console
NEW

25. Welcome to a New Era of Connected Service
2Smarter Apps 3Powerful InsightsFaster Service1Supercharge productivity Embed 1-to1 support Turn data into action

26. Everything a Small Business Needs for Service
Keep customers happy with fast, awesome customer support
Faster Teams
Stand up support fast with
knowledge, cases, self-service,
and apps
Smarter Service
Respond with intelligent
productivity tools and
automation
Powerful Insights
Arm teams with insight into
customer experience

27. The Salesforce Advantage
Power customer experience on the Salesforce Customer Success Platform
Apps
Analytics
Community
Marketing
Service
IoT
Sales
Salesforce
Success Services
Customer Success Managers
Ignite / Program Architects
Customer
Success
2 million members
MVPs / Events / Community
Success
Ecosystem
SI’s / ISV’s
AppExchange
Trusted Cloud Platform
Multi-tenant
Cloud Model
Fast App
Customization
Scalable, Meta-data
Driven Platform

28. thank y u

30. www.eurostar.com
20 years of delivering high-speed trains
Need to reduce number of applications in call
center
Customers expected answers in minutes or hours
Today
Service Cloud is at the core of their contact center
1 customer view for agents
Increased quality of answers to customers
Eurostar Aims to Be the Most
Loved Brand with Salesforce
“One company had a vision
of a global customer and
that was Salesforce.”
Antoine de Kerviler, CIO