customer service for a connected world webinar slides
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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
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
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
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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.
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
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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,
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does not intend to update these forward-looking statements.
Service Everywhere with the Service
Cloud
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?
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
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
Power Every Customer Service Interaction
Social
Customer Service
Social
Contact Center
Self-Service
Communities
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
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
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
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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 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
© 2014 Truphone Limited. All Rights Reserved. 25 March 2014
Salesforce concurs with our philosophy
–One Global Business
–One Global Platform
–One International
Marketplace
12
© 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
© 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
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
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/
Thank you!