1. Connect with Customers to Deliver Amazing Service Everywhere
Ken Ailes
Account Executive
/kenailes
@kenailes
In/kenailes
2. Global Smartphones Business Objectives
• Grow Revenues
• Recapture Market Position
• Demonstrate You Know How To Listen To Your
Customers
• New Product Development
4. Unhappy
Customers
Difficult to Service Your Customers Everywhere
• Little 2-way
communication
• Perceived not to be
listening
• Not getting help from
right person
Poor Customer
Experiences
• Disparate portals & call
centers
• No centralized knowledge
base
• No support for social
Inconsistent Service
Across Channels
92%
Companies reported
decline in Customer
Satisfaction
• Multiple service screens
• Long call handling times
• Low first call resolutions
Low Agent
Productivity
54%
Agents must use multiple
sources to answer inquiries
86%
Customers stop doing
business after one
negative interaction
5. #1 Customer Service Application
Transform Customer Service
with Service Cloud
6. Helping Customers Succeed Across All Metrics
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,
MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
+34%
Customer
Satisfaction
7. $36B energy and manufacturing company
Service Cloud for 1500 agents
20K calls/month, 30K emails/month
Saved over $1M in 3 years
Honeywell Saves $1M with Service Cloud
8. #1 Video game publisher
Self-service portal, email, live chat
60,000 cases per month
25% increase in customer satisfaction
Activision Delivers Multi-Channel Customer Service
Editor's Notes
Hello, my name is XXX, and today I’m here to show you how to transform your customer service with the #1 customer service application – the Service Cloud.
For thirteen years,salesforce.com has been a driver for enterprise cloud computing.With cloud computing, we are helping the world shift from mainframe and client-server software and hardware systems to cloud computing.Cloud computing is a delivery model that allows you to access any application over the Internet. Itprovides enterprises the fastest path to success. Unlike client server and mainframe, you don’t have to buy or manage hardware, software or infrastructure. You don’t have to manage upgrades, we take of all that for you. And the cloud is easy to scale – you can add new users and applications with the click of a mouse.
For thirteen years,salesforce.com has been a driver for enterprise cloud computing.With cloud computing, we are helping the world shift from mainframe and client-server software and hardware systems to cloud computing.Cloud computing is a delivery model that allows you to access any application over the Internet. Itprovides enterprises the fastest path to success. Unlike client server and mainframe, you don’t have to buy or manage hardware, software or infrastructure. You don’t have to manage upgrades, we take of all that for you. And the cloud is easy to scale – you can add new users and applications with the click of a mouse.
These shifting channels of customer service leads to some significant support challenges. Low Agent Productivity which leads to high operational costsThe proliferation of channels and the complexity this brings has made agents increasingly less productive. Most agents have to navigate multiple screens to solve a customer’s problem and search across multiple sources for the answer. Their systems are typically not integrated with other front and back office systems which means executing an end to end business process like issuing a refund, closing an account, processing a return etc. requires logging into and accessing more systems. Inconsistent service across channelsCustomers get different answers and a different quality of service depending on whether they call, email or go to your website. This is frustrating and leads to fragmented customer experiences and unhappy customers. Further many companies struggle to efficiently support newer channels like social, and chat. This is usually because of multiple siloed systems that support these channels including multiple knowledge bases. As a result 92% companies polled across industries reported a decline in customer satisfactionPoor Customer Experiences which leads to unhappy customers and churnFinally as a result of this the customer ends up having a poor customer experience. 86% of customers say they will stop doing business with a company after 1 bad experience. In today’s globally competitive marketplace, providing outstanding service and a superior customer experience is becoming necessary to retain customers and acquire new ones.
And the answer is Service Cloud. Service Cloud is the #1 Customer service application on the market today. It offers everything you need to build great customer connections and to deliver outstanding service across all channels of interaction, both traditional, like email, phone, and chat, and emerging like facebook and twitter And all these capabilities are built on one single industry leading platform, the Salesforce Platform.
But most importantly we measure our success through our customer’s success. Every six months we have an independent 3rd party run customer surveys for us to measure the benefits they are seeing from SalesforceOur customers have shown improvements across the board in all key support metricsThe most recent report from March 2012 had 5500 respondentsSalesforce customers on average report a 28% increase in Customer Sat, a 36% decrease in support costs, a 36% improvement in agent productivity, a 37% increase in first call resolution, all of which has results in a 34% increase in customer satisfaction for our customer’s customers.
A great example of a company that has improved productivity while dramatically cutting costs is Honeywell. Honeywell had a Siebel implementation that they were paying $1.5M a year in maintenance with little to show for it. The Siebel solution was not only expensive but difficult to use, cumbersome to change and was not meeting International Traffic in Arms Regulations (ITAR)Honeywell deployed Service cloud to 1500 agents over 3 phases in just 5 months and saved 500k in the first year alone. Agents are not only more productive but Honeywell is now more agile and can respond to changing business requirements – something their Siebel solution didn’t allow them to do. Title: Honeywell Aerospace saves more than $1 million by swapping out Siebel for Salesforce Volume:1,500 agents process an average of 20,000 calls and 30,000 emails per month to support the worldwide customers of the $15 billion aerospace giant. Challenges:Honeywell was paying $1.5 million annual maintenance costs while business requirements weren’t being metSiebel solution couldn't’t comply with International Traffic in Arms Regulations (ITAR)Needed the agility to deploy a 360-degree customer view quickly Solutions:TCO analysis promised a $1 million savings in 3 years using Salesforce versus a Siebel upgradeCollaborated with the Salesforce security team to leverage multiple strategies to achieve ITAR complianceDeployed the Service Cloud and the Sales Cloud in three phases over 5 months Results: Saved more than $500,000 the first yearPreserved market dominance due to ITAR compliance.Deployed the Service Cloud 3–6 months faster than the proposed Siebel upgradeReduced system-wide downtime from 23 hours per month to .01% while reducing IT cycle time and dependency by 50%Real-time 360 view Industry: Aerospace Highlights:Fast & flexible360 viewCost reductionIntegration
A great example of a customer that delivers service across multiple channels is Activision.Activision wanted to engage with gamers over the channels that gamers live in. Gamers are online, mobile and social. Activision wanted to provide a compelling support experience over these new channels in a consistent and cost-effective manner. Activision today uses Service Cloud across self-service, email, and live chat. The Activision support team processes 60,000 cases per month and has reported a 25% increase in customer satisfaction. Detail Case InfoBUSINESS OBJECTIVESTransform the entire customer service experience by engaging directly with the gamersProvide every gamer with the best level of service but also segment by gamers by value from free users to those who purchase online add-onsCustomer Service and Marketing would like to collaborate. A better understanding and engagement of the customer allows for better designs of games and x-sell up-sell. Their old infrastructure did not support this.Wanted to implement a social customer service strategy but needed both technology and best practice help. SOLUTIONCustomer Self ServiceLive ChatPublicknowledge base, product return wizard (RMA)Social support channelsService Cloud Portal - My Cases, Voting on knowledge, Updating Gamer ProfileService Cloud Console for agent facing case managementCOMPETITIVE NOTESEstablished Credibility from Day 1 through other B2C examples and bringing on Customer Service Experts from our Service Cloud Team. RightNow had been very difficult to work with in terms of product flexibility, contract terms
