Sebastiano Costanzo Senior ISV Technical Evangelist @cisebi

Tracy Roberts VP Information Technology

APP Academy: Support How To Support Your Customers for Commercial Success

Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Sebastiano Costanzo Senior ISV Technical Evangelist

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Tracy Roberts VP of Information Technology

Agenda

Customer Satisfaction

+37%

• How to support your customers

• Tools to support your customers

• Digi Study Case

• Q&A

• Resources

Good Customer Service in a Subscription Economy

Customer Satisfaction

+37%

Product lifecycle

Plan

Build

Test

Distribute

Support

Support – where does it start?

Support – Salesforce release management

•  Release information is found in the Partner Community

•  Read the Release Notes

•  Know your Release Dates and Production •  Don’t overlap Salesforce releases

•  Try new features in your Pre-Release org -  A safe place to play with new features

•  Test, Test, Test in the Pre-Release after upgrade. -  Encourage your customers to do the same!

http://p.force.com/releases

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Support Tools

Support is more than a help desk Become a Customer Company

Updates/Bug Fixes Regression tests

Release Management

Partner Community Salesforce Community

Setup manual,User guide, Online help

Support website Social Media

Customer Community

Partner Support Tools

Cases Call center Chat/Email

Monitor Investigate

Tweak

Technology – Subscriber Console (LMA)

View details of the subscriber.

Login as a subscriber user who granted access

View limit usage…

Key Technology – Push Major •  You can push a major version of your package directly to any

subscriber, not just patches

•  Solves the problem of subscribers being on multiple versions of your package

•  Best part? No need for a separate patch org!

Crea%ng  a  Technical  Support    Profit  Center  

Tracy  Roberts  VP,  Informa,on  Technology  

 

Digi  Interna+onal  

End-­‐to-­‐End  M2M  /  IoT  solu+ons  provider  Founded  1985.    HQ:  Minneapolis,  MN  

 Global  customer  base  supported  by    3  technical  support  centers  

Support  centers  provide  hardware,    soMware  and  solu+ons  support  

Reliable  M2M  Hardware  Products   Cloud  SoMware  &  Services  

Key  Brands  

End  To  End  Solu%ons  Delivery  CONNECTED  PRODUCTS   DEVICE  MANAGEMENT   APPLICATIONS  

Asset  Tacking  Customer  Portal  

Predic+ve  Maintenance  Field  Service  Management  

Digi  M2M  Hardware  Wireless  Design  Service  

Device  Cloud  by  Etherios  

The  Social  Machine  3rd  Party  CRM,  Custom  Apps  

 The  Technical  Support  Challenge  

“Transform  from  a  cost  center  to  profit  center”  

"  Free  support  model  in  place  since  1985  "  Achieve  profitability  in  5  years  "  Maintain  or  decrease  staffing  and  costs  "  Maintain  or  improve  customer  sa%sfac%on  "  Reinvent  the  model  

Digi’s  Support  Model  “Before”  

"  2.5%  of  revenue  spent  on  technical  support  "  Customers  rate  technical  support  “Excellent”  "  Minimal  financial  ROI  "  Majority  of  customers  u%lize  “on-­‐line”  support    "  Self  service  tools  well  developed  and  u%lized  "  Support  is  a  core  competency  

The  Exis%ng  Support  Con%nuum  

Free self service support tools

Free, unlimited support

Paid support plans with SLA guarantees

Warranty and Advanced

Replacement Plans

10%  10%  10%   70%  

Digi’s  Support  Model  “A9er”  

"  Differen%ate  between  free  and  paid  support  "  Increase  emphasis  on  self  service  tools    "  Add  professional  service  offers  "  Add  “preventa%ve  health”  service  offers  "  Maintain  our  “Excellent”  ra%ng  "  Service  is  a  core  competency  

The  New  “Service”  Con%nuum  

Free self service support tools

Paid Support and Subscription Agreements

Professional Services Engagements Service “Plus”

15%   30%   30%   25%  

Step  1:    Increase  Automa%on  Partner  Portal   Customer  Portal  

Service  Cloud  Sales  Cloud  

KNOWLEDGE

Step  2:    Focus  on  Self  Service  

Service  Cloud  

Customer  Portal  Digi.com  

KNOWLEDGEKNOWLEDGE

Step  3:    Design  for  Self  Service  

Step  4:    Add  Professional  Services    Value  Add  Customer  Engagements  

•  Customer  engagements  to  develop  custom  applica%ons,  design  solu%on,  plan  implementa%ons  

•  For  customers  using  products  in  unique  or  unintended  ways  

•  Addresses  “gaps”  in  total  solu%on  design  –  filled  by  device  and  applica%on  experts  

•  Creates  service  revenue;  closes  hardware  sales  and  drives  repeat  business    

Step  5:    Service  “Plus”      Preventa,ve  Health  Programs  

•  Proac%ve  health  monitoring:    respond  to    “early  warning”  signs  of  device  performance  degrada%on  

•  Implementa%on  design  service  for  op%mal  solu%on  performance  

•  Allows  customers  to  augment  their  internal  IT  staff  with  our  device  and  applica%on  experts  

Then…   Now…   Next…  

Reinven%ng  Customer  Service  

PASSIVE   PROACTIVE   PREVENTATIVE