customer service in salesforce: managing cases effectively

© 2013 Internet Creations. All rights reserved.

Chad Meyer

Customer Service in Salesforce: Managing Cases Effectively

Dec 11 2013

© 2013 Internet Creations. All rights reserved.

“There is only one boss. The customer. And he can fire

everybody in the company from the chairman on down simply by

spending his money somewhere else.”

-- Sam Walton

© 2013 Internet Creations. All rights reserved.

About Us

● Customers of all sizes

throughout the world

● One of America’s

fastest-growing companies

● IT Support

● Salesforce in 2004 (Supportforce)

© 2013 Internet Creations. All rights reserved.

About You

● Who is familiar with the service capabilities of Salesforce?

● Who is already running their customer service out of

Salesforce?

● How many people think their customer service

implementation is optimal?

© 2013 Internet Creations. All rights reserved.

Why Customer Service?

● Customers have strong voices

● Company culture of service

● Impacts everything

© 2013 Internet Creations. All rights reserved.

Cases in Salesforce

● Consistency

● Analytics and Reporting

● Efficient business processes

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Standard Salesforce Functionality

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Standard Automation

● Auto-Responses

● Set expectations with your customers

● Vary by Entitlement Type

● Assignment Rules

● Distribute Cases optimally

● Don’t spam your users

© 2013 Internet Creations. All rights reserved.

Standard Automation

● Escalation Rules

● Measure time based on...

● Age since opened

● Age since last modified

● Filter on...

● Entitlements (eg. Basic vs Premium Support)

● Case Priority

● Account fields (eg. Critical Account)

© 2013 Internet Creations. All rights reserved.

Workflow

● Can change Case Status based upon inbound and outbound

Emails and Case Comments

● Time-Based Email Alerts and Field Updates on Inbound

Email Message or new customer comments

● Cross-object

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Case Teams and Contact Roles

● Many-to-many support

● Which should I choose?

● Integration with workflow

● Impact on sharing and

security

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Entitlements and Milestones

● Complex SLAs

● Per-Incident Support

● Named Contacts

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Analytics (KPIs and Auditing)

● Data Quality

● Initial Response Time

● Case Age and Time to Close

● Time with Customer vs

Time with Support

© 2013 Internet Creations. All rights reserved.

Save clicks, time, and $. And make your users, customers, execs happy.

© 2013 Internet Creations. All rights reserved.

CronSights Handle Time Metrics

● Measure actual handle times

● Identify bottlenecks

● Deliver metrics

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Case Flags

● Prioritize Cases needing attention

● Eliminate Case neglect

● Measure Time

● "Initial Response"

(even in business hours)

● By Case Owner

● By Case Status

© 2013 Internet Creations. All rights reserved.

Email to Case Premium

● History (Java Agent and S-Control)

● Inbound communication

● Auto Create new Contacts● Email Loop Protection● Inbound emails create clean Case Comments● Email Distribution● Supports Leads

© 2013 Internet Creations. All rights reserved.

© 2013 Internet Creations. All rights reserved.

Email to Case Premium

● Outbound Communication

● Add a comment● Send an Email● Add attachment(s) (drag and drop)● Update fields● Add To, CC, and BCC Recipients with type-ahead search● Canned Comments with Merge Fields

© 2013 Internet Creations. All rights reserved.

© 2013 Internet Creations. All rights reserved.

Merge and Split cases

“These apps encourage behaviors that people should do anyway, but don’t because they’re too hard.”

© 2013 Internet Creations. All rights reserved.

Case Merge Premium

● Enables authorized users to find duplicate cases and merge

them together

● Reduces handle time

● Improves customer experience

● KPI accuracy

© 2013 Internet Creations. All rights reserved.

Case Merge Premium

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Case Split

● Split unrelated issues into new Cases

● Protect integrity of usage-based entitlements

● Reduces Handle Time because communication threads are shorter

and easier to follow

● KPIs, including time-to-close, become more precise

© 2013 Internet Creations. All rights reserved.

Case Split

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Simple Survey

● Receive higher than usual response rates with 1 click surveys

● Generate service ratings and optionally request comments

● Fully extensible with workflow, reporting, and Apex

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Simple Survey

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Hoopla

● Gamification● Display virtually any Salesforce data on a big screen TV, for

all to see● We display "Cases Needing Attention"● Display KPIs like Initial Response and CSat Leaderboards● Fireworks when someone receives a “10”

© 2013 Internet Creations. All rights reserved.

Hoopla

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Free Apps

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Take Ownership for Cases

● Reduces the number

of clicks from 5 down

to 1 by adding a

custom button to the

Case Page Layout.

© 2013 Internet Creations. All rights reserved.

Change Case Ownership Plus

● Assign ownership of

Cases faster & save clicks

● Automatically transfer

open activities

● Allows original case owner

to maintain visibility

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Add Me as Case Team Member

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Screenr for Salesforce

● Enable customers to easily record their issue

● Show a customer how to fix their issue

● Streamlined integration with Cases coming soon!

© 2013 Internet Creations. All rights reserved.

Thank you

● 100+ reviews on the AppExchange

● #1 Salesforce app for Agent Productivity

● #3 Salesforce app for Customer Service

● 4 of the top 5 rated Salesforce apps for Agent Productivity

● 4 of the top 10 rated Salesforce apps for Customer Service

© 2013 Internet Creations. All rights reserved.

Q & A

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Photo credits

● “Sam” by Janice Waltzer

● http://www.flickr.com/photos/pixelpackr/

● “Customer Care Agents” by bloomsburys

● http://www.flickr.com/photos/48086813@N03/

● “Jumping” by Natalie Lucier

● http://www.flickr.com/photos/natalielucier/

● “Escalators at Canary Wharf” by Adrian Snood

● http://www.flickr.com/photos/adriansnood/with/5215181016/

● “Motion Gears - Team Force” by ralphbijker

● http://www.flickr.com/photos/17258892@N05/2588347668/

● “Alarm Clock 2” by Alan Cleaver

● http://www.flickr.com/photos/alancleaver/4293345629/