service cloud case study presentation
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Connect with Customers to Deliver Amazing Service Everywhere
Ken Ailes
Account Executive/kenailes
@kenailes
In/kenailes
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Global Smartphones Business Objectives
• Grow Revenues• Recapture Market Position• Demonstrate You Know How To Listen To Your
Customers• New Product Development
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What We Heard…
Case Management
Call Center
Self Service Portals
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UnhappyCustomers
Difficult to Service Your Customers Everywhere
• Little 2-way communication• Perceived not to be listening• Not getting help
from right person
Poor Customer Experiences
• Disparate portals & call
centers• No centralized knowledge
base• No support for social
Inconsistent Service Across Channels
92%Companies reported decline in Customer
Satisfaction
• Multiple service screens• Long call handling times• Low first call resolutions
Low AgentProductivity
54%Agents must use multiple
sources to answer inquiries
86%Customers stop doing
business after one negative interaction
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#1 Customer Service Application
Transform Customer Service with Service Cloud
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Helping Customers Succeed Across All Metrics
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
+34%Customer
Satisfaction
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$36B energy and manufacturing company
Service Cloud for 1500 agents
20K calls/month, 30K emails/month
Saved over $1M in 3 years
Honeywell Saves $1M with Service Cloud
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#1 Video game publisher
Self-service portal, email, live chat
60,000 cases per month
25% increase in customer satisfaction
Activision Delivers Multi-Channel Customer Service
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