A Shared Vision for Success: How TOMS Engages Customers While Doing Good

Moderated by:

Maria HumphreyDirector, Industry Solutions, Retail

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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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Retail @

Featured Retail Sessions

17 Leading Retailers across 23 Sessions

TOMMOROW

Target: Best Practices for Enterprise Integration10:30am - 11:10am

George Zimmer Unveils His Next Big Innovation 12:30pm - 1:10pm

Build Customer Loyalty with Red Robin3:30pm - 4:10pm

Macy’s Creates a Digital Customer Experience3:30pm - 4:10pm

TODAY

TOMS Engages Customers While Doing Good8:30am - 9:10am

Key Innovation Trends with Ocado9:30am - 10:10am

Highly Scalable Apps with Macy’s3:30pm - 4:10pm

Shopper Engagement with Suit Supply3:30pm - 4:10pm

Salesforce for RetailTOMS’ Pop-up Experience

All Week!

Customer Success Showcase

Wednesday, 9/16/15

6:30 pm

Store Innovation Tour & Reception

featuring

Design Within Reach & Retail End to End Demo

Westfield Mall Bespoke Area, 4th

floor

Sponsored by

Agenda

• Introductions

• TOMS’ Corporate Mission

• Business Challenges

• Salesforce Solution

• Tomorrow Project in Action

• Fireside Chat

Hilda L Fontana

Global Vice President

Digital Technologies

Hilda has been with TOMS 3.5 years as Global Vice President of Digital Technologies owning the development and strategy for the global e-commerce platform and websites.

Prior to TOMS, Hilda was Head of Special Projects at the Oprah Winfrey Network, including the redevelopment of Oprah.com and launch of community tools for the entire OWN network of sites.

She has an eclectic history bringing technical solutions for companies that include VP Technology Lehman Brothers, NATO, Reuters UK and the Gallup Organization.

Randy Yasenchak

Senior Manager

Email & Loyalty

Randy has been in the digital and email marketing space for 9 years and joined TOMS 4 year ago.

As Senior Manager of Email & Loyalty, Randy is responsible for TOMS email program as well as launching and managing TOMS loyalty program, Passport Rewards, and TOMS’ referral program.

His mission is creating an excellent customer experience and increasing brand engagement while driving traffic and revenue to TOMS.com through relevant emails promoting the TOMS mission and product.

TOMS’ Mission

TOMS Journey

2006-2007 2008-2009 2015+2012-20142010-2011

Owning the Customer Experience

Dramatic Increase in Contacts

CRM need

Shoes for Children in Need

Eyewear Provides

Sight

Coffee Provides Clean

Water

Journey Continues

Bags Provide

Safer Birth

Business Challenges

• No single view of Customer History, Service Issues

• Information maintained in numerous/disparate Support systems

• Manual processes to acquire new customers

• Difficulty keeping customers engaged with the brand across various channels

160 Agents leveraging Service Cloud

With Live Agent & Knowledge base (future)

Visibility into Marketing Cloud

Escalations supported globally by 2 locations: in the US and

EMEA ensuring customers are serviced at any location

Customer Service agents in the US and EMEA have same view

of customer and provide global customer support

Improved

Agent Productivity

Efficient

Escalation Handling

Global

Customer Support

Salesforce for Service Improved Responsiveness to Customers

• 360 Customer View: full CRM profile, past purchase history, case history

• Maximize customer service

• Manage new customer outreach – universities & events

• Sharing TOMS’ mission through engagement with customer base

• Streamlined customer journey with TOMS’ mission tying various technologies together

Salesforce SolutionA Robust Customer Engagement Model

• Provide innovative technology to support One for One Model

• TOMS’ Tomorrow Project supported by Platform

TOMS’ Passport Rewards

Personalized Engagement with loyalty program

Drive Additional Opportunities with brand

Surprise & Delight Customers

Personalized Customer Journey

Welcome Series (3 Step)

eCommerce (Cart Abandonment)

Post Purchase Follow-up

Win Back Campaign (future)

Salesforce for MarketingPersonalized Engagement with loyal customers

We all share the same Today, but in each of our minds is a very different Tomorrow. In these Tomorrows, our dreams, our aspirations and our

imaginations run wild.

TOMS created The Tomorrows Project, a platform for TOMS employees to make their Tomorrow become reality.

Salesforce for PlatformEmployee Engagement Aligned with TOMS’ mission

• Built entirely on the App Cloud (force.com)

• Fast time to market

• Ease of development

• Ease of maintenance

• Integrates to TOMS LDAP for user authentication

VIDEO PLACEHOLDER

Salesforce for RetailTOMS’ Pop-up Experience

All Week!

Westfield Mall Bespoke Area

NEW Visual Reality Experience

Step 1: Visit TOMS.com/Passport

Step 2: “JOIN NOW” to join or “LOG IN” to

access your account

Step 3: Dreamforce Promo Code Redemption” under Shopping

And Interacting module

Step 4: Enter promo code dreamforce15 in the text box

and hit “Submit”

1After each session, open the Dreamforce App to ‘My Agenda’

2 Tap the bell to see your surveys to be completed

3Get entered to win a GoPro for each survey you complete

Dreamforce ‘15 Mobile App

Share Your Feedback, and Win a GoPro!

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