SlideShare a Scribd company logo
On Your Case.
From the Call Center to the Field.
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Traction
Experts in bending cloud based technologies around
business process
10 years focused on the Salesforce.com platform
• 3000+ projects, 400+ custom Force.com apps developed
240+ Employees, 260+ Certifications
• SMEs in all Clouds (Sales, Service, Marketing, Analytics, Force)
• HQ in Vancouver with offices in Toronto & Montreal
• No outsourcing, no offshoring, no contractors
• B Corp Certified
• Ranked 6th best place to work in Canada
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Traction’s
service
cloud
customer
community
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
service
cloud
practice
director
• 20 years of leading Support Teams
• Exec Leading the Support Services Teams
• Crystal Decisions and Business Objects
• 600 Support Agents across 11 locations
• High volume “break fix”
• High Touch “relationship build”
• 1-800-GOTJUNK
• 100 Agents
• High Volume Sales Call Center
• B2C on behalf of franchisees
• Monetize America
• Mobile Banking B2B2C
• Mission Critical 7x24
• Machine to Case, SMS Robots
• Complex Configuration Tracking
Dave Galloway
EVP Service Cloud Adoption
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
service
cloud
practice
director
• 5yrs & 5X Salesforce Certified
• Over 50 Salesforce Implementations
• Service, Sales & Custom
• Multi-Thousand User Orgs
• Service Console with 3000+ Emails a Day
• Service Console with 10,000+ Transactions/Day
• Data Enrichment & Transformation projects
• 10s of Millions of Account & Contact Records
Colin Lyons
Solution Architect
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
CEB’s
effortless
experience
Visit their
website!
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
the data • 125,000 customers
• 5,000 customer service
agents
• 100+ companies
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
what is
loyalty
anyway?
Repurchase Increased spend or
share of wallet
Word of mouth
/ referrals
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
3 ideas
that may
surprise
you
1. Delighting customers in the
service channel doesn’t pay
2. Customer service drives
disloyalty, not loyalty
3. Key to mitigating disloyalty is
reducing customer effort
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
reasons for the
misunderstanding
• We massively over estimate the value of wowing the
customer*
• We grossly under estimate the value of meeting
customer expectations
*wowing only happens 16% of the time and increases costs by 10-20%
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
high vs. low
effort
• 96% of high effort
customers are not loyal
• 9% of low effort
customers are not loyal
• Low effort:
• 94% rebuy
• 88% more wallet
• 1% NWOM
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Loyal Not Loyal
High Effort Experience
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Loyal Not Loyal
Low Effort Experience
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
drivers of
disloyalty
• Repeat contact
• Channel switching
• Transferring or repeating information
• Policies and processes for the company, not
the customer
• Hassle factor (hours of service, wait times, etc.)
• The ‘experience’ (language, attention, patience)
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
going
effortless
One Enable the Front Line
Two Empower the Customer
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
enable the
frontline
What do they need?
• Customer Info
• Work Order Info / Issue
• Service Contract / Warrantee /SLAs
• Who’s in the Field / Where / Specialist
• Technician Availability
• Asset Inventory/ Product / RMA
• Optimized Routing / Scheduling
• Payment / Billing
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Something that took me 5 screens and 10 minutes
Now can do on 1 screen in 2-3 minutes
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
How would you rank the new implementation? 10
How would you rank the previous system? -5
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
enable the frontline
Including the Service Technicians
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
enable the
frontline
• See all work orders for the day
• Know the appointment times
and tracking for next
• Visibility into details of booking
• Access to phone numbers to
reach out to customer
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
enable the
frontline
• Map of all upcoming jobs
• Built in navigation functionality
• Awareness of travel time to the
next appointment
• Even awareness of technicians
home to begin/end day
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
going
effortless
One Enable the Front Line
Two Empower the Customer
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
• Scheduling Experience
• Transferring or Repeating Information
• Hours of Service
• Promise Window (6hrs?)
empower
the
customer
drivers of disloyalty
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
No Repeating Info
No Phone Call/ Busy Line
Consistent Experience
User Selects Vehicle *Rating
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
Customer Facing Field Service Lightning.
Live Website.
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
Scheduling.
- Factors in drive time between
appointments prior and after for
availability
- Can look at custom options to
adapt to display preferential
times at the top for those that
would be better for mileages
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
Future with Commerce Cloud (Demandware)
- Purchases/ Billing
- Orders and order status
- Inventory Management
- Cases against orders/work
orders/assets
- Blended experience between
service and sales
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
Sharing Visibility
Location
Estimated Time
Car Type
Image
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
empower
the
customer
Order Status
Ability to Cancel
Service Technician Details
CSAT/NPS
Sharing Solutions
Community
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Native Custom
• Products
• Assets
• Entitlements
• Resource Pool
• People, trucks, territories
• What can do what, where
• Custom objects!
• Scheduling
• Find a location – Google
Maps integration
• Find a time slot – Click
Software integration
• Integration with ERP for inventory
• Products that can be sold
• Assets owned by the customer
• Billing & Invoicing
• Invoicing from a work order
• Collecting payments when
work is completed
• Integration with ERP
What’s Native
& Custom?
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Additional FSM
Considerations
• In-field communications
• Dispatch console, management requirements, escalations
• Mobile access
• Time logging & integrations with HR/Payroll
• Location tracking for technicians
• Sales interactions with Service
• Customer self-service and self-booking
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
we’ve left
the safe
harbor
| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |
Questions
Dave Galloway
EVP Service Cloud Adoption
dgalloway@tractionondemand.com
Colin Lyons
Solution Architect
clyons@tractionondemand.com

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Service Cloud & Field Services: On Your Case. From the Call Center to the Field.

  • 1.
  • 2. On Your Case. From the Call Center to the Field.
  • 3. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Traction Experts in bending cloud based technologies around business process 10 years focused on the Salesforce.com platform • 3000+ projects, 400+ custom Force.com apps developed 240+ Employees, 260+ Certifications • SMEs in all Clouds (Sales, Service, Marketing, Analytics, Force) • HQ in Vancouver with offices in Toronto & Montreal • No outsourcing, no offshoring, no contractors • B Corp Certified • Ranked 6th best place to work in Canada
  • 4. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Traction’s service cloud customer community
  • 5. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | service cloud practice director • 20 years of leading Support Teams • Exec Leading the Support Services Teams • Crystal Decisions and Business Objects • 600 Support Agents across 11 locations • High volume “break fix” • High Touch “relationship build” • 1-800-GOTJUNK • 100 Agents • High Volume Sales Call Center • B2C on behalf of franchisees • Monetize America • Mobile Banking B2B2C • Mission Critical 7x24 • Machine to Case, SMS Robots • Complex Configuration Tracking Dave Galloway EVP Service Cloud Adoption
  • 6. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | service cloud practice director • 5yrs & 5X Salesforce Certified • Over 50 Salesforce Implementations • Service, Sales & Custom • Multi-Thousand User Orgs • Service Console with 3000+ Emails a Day • Service Console with 10,000+ Transactions/Day • Data Enrichment & Transformation projects • 10s of Millions of Account & Contact Records Colin Lyons Solution Architect
  • 7. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | CEB’s effortless experience Visit their website!
  • 8. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | the data • 125,000 customers • 5,000 customer service agents • 100+ companies
  • 9. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | what is loyalty anyway? Repurchase Increased spend or share of wallet Word of mouth / referrals
  • 10. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | 3 ideas that may surprise you 1. Delighting customers in the service channel doesn’t pay 2. Customer service drives disloyalty, not loyalty 3. Key to mitigating disloyalty is reducing customer effort
  • 11. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | reasons for the misunderstanding • We massively over estimate the value of wowing the customer* • We grossly under estimate the value of meeting customer expectations *wowing only happens 16% of the time and increases costs by 10-20%
  • 12. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | high vs. low effort • 96% of high effort customers are not loyal • 9% of low effort customers are not loyal • Low effort: • 94% rebuy • 88% more wallet • 1% NWOM 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Loyal Not Loyal High Effort Experience 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Loyal Not Loyal Low Effort Experience
  • 13. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | drivers of disloyalty • Repeat contact • Channel switching • Transferring or repeating information • Policies and processes for the company, not the customer • Hassle factor (hours of service, wait times, etc.) • The ‘experience’ (language, attention, patience)
  • 14. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | going effortless One Enable the Front Line Two Empower the Customer
  • 15. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline What do they need? • Customer Info • Work Order Info / Issue • Service Contract / Warrantee /SLAs • Who’s in the Field / Where / Specialist • Technician Availability • Asset Inventory/ Product / RMA • Optimized Routing / Scheduling • Payment / Billing
  • 16. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Something that took me 5 screens and 10 minutes Now can do on 1 screen in 2-3 minutes
  • 17. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | How would you rank the new implementation? 10 How would you rank the previous system? -5
  • 18. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline Including the Service Technicians
  • 19. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline • See all work orders for the day • Know the appointment times and tracking for next • Visibility into details of booking • Access to phone numbers to reach out to customer
  • 20. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | enable the frontline • Map of all upcoming jobs • Built in navigation functionality • Awareness of travel time to the next appointment • Even awareness of technicians home to begin/end day
  • 21. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | going effortless One Enable the Front Line Two Empower the Customer
  • 22. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | • Scheduling Experience • Transferring or Repeating Information • Hours of Service • Promise Window (6hrs?) empower the customer drivers of disloyalty
  • 23. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer No Repeating Info No Phone Call/ Busy Line Consistent Experience User Selects Vehicle *Rating
  • 24. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Customer Facing Field Service Lightning. Live Website.
  • 25. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Scheduling. - Factors in drive time between appointments prior and after for availability - Can look at custom options to adapt to display preferential times at the top for those that would be better for mileages
  • 26. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Future with Commerce Cloud (Demandware) - Purchases/ Billing - Orders and order status - Inventory Management - Cases against orders/work orders/assets - Blended experience between service and sales
  • 27. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Sharing Visibility Location Estimated Time Car Type Image
  • 28. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | empower the customer Order Status Ability to Cancel Service Technician Details CSAT/NPS Sharing Solutions Community
  • 29. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Native Custom • Products • Assets • Entitlements • Resource Pool • People, trucks, territories • What can do what, where • Custom objects! • Scheduling • Find a location – Google Maps integration • Find a time slot – Click Software integration • Integration with ERP for inventory • Products that can be sold • Assets owned by the customer • Billing & Invoicing • Invoicing from a work order • Collecting payments when work is completed • Integration with ERP What’s Native & Custom?
  • 30. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Additional FSM Considerations • In-field communications • Dispatch console, management requirements, escalations • Mobile access • Time logging & integrations with HR/Payroll • Location tracking for technicians • Sales interactions with Service • Customer self-service and self-booking
  • 31. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | we’ve left the safe harbor
  • 32. | Dreamforce 2016 | Traction on Demand | www.tractionondemand.com | Questions Dave Galloway EVP Service Cloud Adoption dgalloway@tractionondemand.com Colin Lyons Solution Architect clyons@tractionondemand.com