customer service for a connected world webinar slides

28
Customer Service for a Connected World Ryan Reid Regional Vice President, Commercial Sales UK&I Achieve your customer service goals with Service Cloud, the #1 customer service application

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These slides were presented during a salesforce.com UK webinar on March 20th 2014. Find out how you can achieve your customer service goals with the #1 customer service application from salesforce.com. Listen to our recorded webcast with Truphone, to find out how Service Cloud can help your business stay better connected to your customers: https://www.salesforce.com/uk/form/webinar/2014/service-webinar-20-03.jsp.

TRANSCRIPT

Page 1: Customer Service for a Connected World Webinar Slides

Customer Service for a Connected World

Ryan Reid

Regional Vice President,

Commercial Sales UK&I

Achieve your customer service goals with Service Cloud,

the #1 customer service application

Page 2: Customer Service for a Connected World Webinar Slides

Agenda & Speakers

• Introduction to Service Cloud - Ryan Reid, RVP Commercial Sales UK&I, salesforce.com

• How we use Salesforce - Colin Windsor, CIO & COO, Truphone

• Service Cloud Demo - Stephen Hurst, Principal Sales Engineer, salesforce.com

Questions: • Questions box in on the right of the screen or on Twitter #servicecloud

Page 3: Customer Service for a Connected World Webinar Slides

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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2013. This 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.

Page 4: Customer Service for a Connected World Webinar Slides

Service Everywhere with the Service

Cloud

Page 5: Customer Service for a Connected World Webinar Slides

Can You Deliver Service at the Speed of Now?

Can your customers

connect with you

anytime, anywhere?

Do your agents have tools

to effectively engage

customers?

Do your managers

have the right data to

make the best

decisions?

Page 6: Customer Service for a Connected World Webinar Slides

The World’s #1 Customer Service

Solution

Agent

Collaboration

Motivate & Perform Social

Deliver Service at the Speed of Now

with Service Cloud

Delight Your Customers

Everywhere

Turn Your Agents into

Superheroes

Help Your Managers Make

Informed Decisions

Phone &

Email Communities

Agent

Console

Knowledge

Base Analytics Mobile Mobile Self-

service

Page 7: Customer Service for a Connected World Webinar Slides

Decrease in Support Costs

35% +37%

Customer Retention

+34%

Faster Case Resolution

Grow Customer Satisfaction Across Every Major Metric

Agent Productivity

+40%

Average Percentage Improvements Reported by Customers

Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party,

Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.

+37% Customer

Satisfaction

Page 8: Customer Service for a Connected World Webinar Slides

Power Every Customer Service Interaction

Social

Customer Service

Social

Contact Center

Self-Service

Communities

Page 9: Customer Service for a Connected World Webinar Slides

Service Cloud Powers the Social Contact Center

Improved Agent Productivity Reduced Cost

Higher Customer Satisfaction

Service

Cloud

Console

Analytic

s

Agent

Console

Collaboration

Knowledg

e

Social

Profile

Multi-

Channel

Social Case Management

Workflow

Business Rules

Page 10: Customer Service for a Connected World Webinar Slides

Service Cloud Powers Self-Service Communities

Company and community knowledge Instant help with Live Agent

Self-service Communities Mobile Access

Collaboration

Self-Service

Communities

Knowledg

e

Social

Profile

Partner

Service

Mobile Access

Page 11: Customer Service for a Connected World Webinar Slides

Service Cloud Powers the Social Conversation

Monitor social conversations Integrated with cases and knowledge

Prioritize social influencers and analyze trends

Collaboration

Communities

Social

Monitoring

Knowledg

e

Social

Profile

Multi-

Channel

Sentiment

Monitoring

Page 12: Customer Service for a Connected World Webinar Slides

Truphone & Salesforce A mobile network built for international

communications

COO/CIO

UK: +44 7408 880 438

AU: +61 481 490 438

DE: + 49 1529 001 0438

ES: +34 668 100 438

HK: +852 5149 1438

NL: +31 629 700 438

PL: + 48 732 401 438

US: +1 302 504 8231

Email: [email protected]

Colin Windsor

6 Hays Lane, London,

SE1 2HB, United Kingdom

Page 13: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

What’s wrong with international mobile today?

Why do you have to roam? Why can’t you get a global mobile

service? Be treated as a local everywhere?

EU Roaming trend Natural behaviour

Country trend*

Natural behaviour

Opportunity

Gap

70% Suffer high charges**

40% Spend over $1,000 pcm

48%

Lose productivity

* Informa **CCMI 2013

2

Page 14: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

1. Bring international contacts closer together

improve communications

2. Increase productivity

reduce costs, increase performance

3. Provide an unparalleled global service experience

increase quality

At Truphone, we’ve built a global mobile network without country

borders.

We have re-designed how a ‘global mobile network and service ’

should be created

Unlike other networks which are designed to perform in one country,

our global infrastructure and technology innovations are specifically

designed to serve the needs of international businesses, providing

three key benefits:

What do we do - Truphone

3

Page 15: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

1. Bring international contacts together

– Simply give business contacts local numbers to

reach you on so they can phone you at local rates

wherever you are.

– Patented Smart Caller ID always displays your local

number when you call your contacts.

– Increases the number of calls you make and

receive.

– Local numbers currently available for every country,

within the Truphone Zone

– Increased revenue

– Reduced risks

Multiple international numbers & a single voicemail service, all on

one SIM

4

Page 16: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

2. Increase productivity

– Voice, text and data bundles treat all Truphone

countries as a single territory and can be shared

across a company.

– No long distance or roaming charges in the Zone

mean you can collaborate and share data more

easily across teams and countries.

– Make better, more informed business decisions

faster.

– Simple regional structure for international tariffs –

eliminates bill shock by providing certainty.

– Peace of mind for IT departments back home

Use your phone exactly as you would at home,

when you travel in the Truphone Zone

5

Page 17: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

3. Unrivalled global service experience

– Dedicated business-class support, around the

world, 24/7 and in multiple languages

– Within the Truphone Zone, get support – or a new

phone – fast in an emergency

– Designed to be ‘inspirational’

– Continuous monitoring of our global network

performance, simulating and resolving issues

before they even occur.

– Single global contract, single bill, global admin

portal

A truly global experience

6

Page 18: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

Why Salesforce

– Born Global – Truphone is born global - the

need to implement a global solution from day

zero

– Speed to market – that solution to cover

marketing and sales and service and to provide

as much ‘out of the box’

– The need to have a ‘single customer view’

– To facilitate global collaboration through the tool

– both sales and service

– ‘To make it easy’ – we had too much to do with

‘building the network, the billing system etc.’

7

Page 19: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

Who uses salesforce

90% of the organisation use salesforce – it orchestrates our two

main processes of Lead 2 Cash and Trouble 2 Resolve

Sales Cloud Service Cloud

– Web to lead functionality allows us to capture

business prospects direct into sales cloud

– Complex sales processes automated in salesforce

– Approval processes and workflow rules has enabled

out business to work together more efficiently and

globally

– Custom product and quoting engine

– Fully integrated with the back office systems (BSS) ,

IVR – salesforce is the ‘front end’ for sales, orders

and provisioning

– Cell and tablet (‘quote on the go’) compatible

– One front end for the organisation

– Monitors the Lead to Cash process

– Service – one solution across the globe that unites the

service organisation to deliver service to the customer

– In use by Service Delivery Managers (client

orientated) , Global Customer Service (Multilanguage,

Multicountry), The operations centre, third and fourth

line support orgs

– Understanding of where any case is at, management

of the queues at every stage of the process to drive

more efficiency – dashboards – world class service

org

– Ability to respond and to service the customer –

globally – SLAs and KPIs

– Ability to analyse what is actually happening

– Chatter used to connect people

– Monitors the Trouble to Resolve process

8

Page 20: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

Service Overview

Service Cloud IVR Email

Customer Services Request Incident

All Operational Teams

Chatter

Problem

Go2CRM plugin to Jira

Ca

se

da

ta

Sale

s

Integration

allows customer

recognition and

automatic case

creation

Many to one

relationships

created to allow

all Operational

teams to work on

cases at a level

relevant to them

Sales Cloud users can

subscribe to accounts to be

alerted on faults raised

Build a case

team, add

comments on

actions taken

Synchronisation with

development tickets for bugs

AppStore SMS –Outages Messages

Workit - Time tracking

KPIs

Reporting

Apps used to improve

time tracking of agents

and add SMS outbound

comms for outages

All processes fully

measured and

tracked with

dashboards and

trend reporting

9

Page 21: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

Truphone Operational Model

Global Customer Service (multi

lingual)

Tru Operations Centre (Portugal)

Networks &

Devices

SU

PP

LIE

R / P

AR

TN

ER

Systems

CU

ST

OM

ER

Supplier Outage

& Change

Reports

OS

S

LEVEL 1 Customer

Management (24/7)

LEVEL 2 Service

Management (24/7)

LEVEL 3 Operate & Maintain (Call-Out)

Change Management

Notifications

LEVEL 4 Design & Build (GMT Wk Hrs)

Country Delivery

Outage

Notifications

10

Page 22: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

?

? ?

Propensity to Contact * Net Promoter Score

SLA Success Rate First Contact Resolution

?

79% 76% 74% 76% 75% 74%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Sep Oct Nov Dec Jan Feb

0.00

0.10

0.20

0.30

0.40

0.50

Sept Oct Nov Dec Jan Feb

B2B

Billing General Incident Provision

0.00

0.10

0.20

0.30

0.40

0.50

Sept Oct Nov Dec Jan Feb

B2C

Billing General Incident Provision

49%

67%

42%

52%

26%

42%

58%

31%

67%

52%

65% 63%

26%

36% 40%

49%

56%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Sep Oct Nov Dec Jan Feb

B2B B2C SDM

86% 84%

85%

87%

89% 89%

98%

91% 89%

92% 91%

94%

75%

80%

85%

90%

95%

100%

Sep Oct Nov Dec Jan feb

B2B B2C

80% 88% 86% 88%

94% 94%

94% 95% 93% 94% 95% 96%

0% 5%

10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95%

100% 105%

Sept Oct Nov Dec Jan Feb

B2B B2C

Percentage of Calls Answered

Extensive KPIs

11

Page 23: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

Salesforce concurs with our philosophy

–One Global Business

–One Global Platform

–One International

Marketplace

12

Page 24: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

– Born Global – it was a global system from day zero – concurrence

around the world – understanding the magnitude of the change

management that needed to take place

– Salesforce/Service Cloud Expertise – finding people with the

appropriate expertise

– We were growing fast – therefore caused our own organisational

challenges

– Over 90% of employees use Salesforce.com but adoption is always a

problem – “If it’s not in Salesforce, it didn’t happen” approach is required

Challenges

13

Page 25: Customer Service for a Connected World Webinar Slides

© 2014 Truphone Limited. All Rights Reserved. 25 March 2014

– One totally integrated service experience across the world

– Complete oversight of that experience – through the entire lifecycle of

trouble to resolve

– Proactive and automated monitoring and alerts

– Knowledge and experience sharing – through knowledge base or

through communities (Chatter)

– Information to continually improve – KPIs, Dashboards

What has service cloud delivered to us and our

customers

14

Page 26: Customer Service for a Connected World Webinar Slides

Enabling People To Stay Connected. Globally

COO/CIO

UK: +44 7408 880 438

AU: +61 481 490 438

DE: + 49 1529 001 0438

ES: +34 668 100 438

HK: +852 5149 1438

NL: +31 629 700 438

PL: + 48 732 401 438

US: +1 302 504 8231

Email: [email protected]

Colin Windsor

6 Hays Lane, London,

SE1 2HB, United Kingdom

Page 27: Customer Service for a Connected World Webinar Slides

Want to find out more?

• If you are already a Salesforce customer, then please speak to your AE

for follow up

• Or visit our Salesforce1 Service Cloud page: http://bit.ly/1g8pJut

• View previous webinar recordings and sign up for upcoming sessions:

http://www.salesforce.com/uk/events/webinars/

Page 28: Customer Service for a Connected World Webinar Slides

Thank you!