service cloud & field services: on your case. from the call center to the field

On Your Case. From the Call Center to the Field.

| Dreamforce 2016 | Traction on Demand | www.tractionondemand.com |

TractionExperts in bending cloud based technologies around business process

10 years focused on the Salesforce.com platform• 3000+ projects, 400+ custom Force.com apps developed

240+ Employees, 260+ Certifications• SMEs in all Clouds (Sales, Service, Marketing, Analytics, Force) • HQ in Vancouver with offices in Toronto & Montreal• No outsourcing, no offshoring, no contractors• B Corp Certified• Ranked 6th best place to work in Canada


Traction’s service cloud customer community


service cloud practice director

• 20 years of leading Support Teams

• Exec Leading the Support Services Teams

• Crystal Decisions and Business Objects • 600 Support Agents across 11 locations • High volume “break fix” • High Touch “relationship build”

• 1-800-GOTJUNK • 100 Agents• High Volume Sales Call Center• B2C on behalf of franchisees

• Monetize America• Mobile Banking B2B2C• Mission Critical 7x24 • Machine to Case, SMS Robots• Complex Configuration Tracking

Dave GallowayEVP Service Cloud Adoption


service cloud practice director

• 5yrs & 5X Salesforce Certified

• Over 50 Salesforce Implementations

• Service, Sales & Custom• Multi-Thousand User Orgs• Service Console with 3000+ Emails a Day• Service Console with 10,000+ Transactions/Day

• Data Enrichment & Transformation projects • 10s of Millions of Account & Contact Records

Colin LyonsSolution Architect


CEB’s effortless experience

Visit their website!


the data • 125,000 customers

• 5,000 customer service agents

• 100+ companies


what is loyalty anyway?

Repurchase Increased spend or share of wallet

Word of mouth / referrals


3 ideas that may surprise you

1. Delighting customers in the service channel doesn’t pay

2. Customer service drives disloyalty, not loyalty

3. Key to mitigating disloyalty is reducing customer effort


reasons for the misunderstanding

• We massively over estimate the value of wowing the customer*

• We grossly under estimate the value of meeting customer expectations

*wowing only happens 16% of the time and increases costs by 10-20%


high vs. low effort

• 96% of high effort customers are not loyal

• 9% of low effort customers are not loyal

• Low effort:• 94% rebuy• 88% more wallet• 1% NWOM

0%10%20%30%40%50%60%70%80%90%

100%

Loyal Not Loyal

High Effort Experience

0%10%20%30%40%50%60%70%80%90%

100%

Loyal Not Loyal

Low Effort Experience


drivers of disloyalty

• Repeat contact

• Channel switching

• Transferring or repeating information

• Policies and processes for the company, not the customer

• Hassle factor (hours of service, wait times, etc.)

• The ‘experience’ (language, attention, patience)


going effortless

One Enable the Front Line

Two Empower the Customer


enable the frontline

What do they need?

• Customer Info• Work Order Info / Issue• Service Contract / Warrantee /SLAs• Who’s in the Field / Where / Specialist• Technician Availability• Asset Inventory/ Product / RMA• Optimized Routing / Scheduling • Payment / Billing


Something that took me 5 screens and 10 minutesNow can do on 1 screen in 2-3 minutes


How would you rank the new implementation? 10How would you rank the previous system? -5


enable the frontlineIncluding the Service Technicians



• See all work orders for the day

• Know the appointment times and tracking for next

• Visibility into details of booking

• Access to phone numbers to reach out to customer



• Map of all upcoming jobs

• Built in navigation functionality

• Awareness of travel time to the next appointment

• Even awareness of technicians home to begin/end day


going effortless

One Enable the Front Line

Two Empower the Customer


• Scheduling Experience

• Transferring or Repeating Information

• Hours of Service

• Promise Window (6hrs?)

empower the customer

drivers of disloyalty



No Repeating InfoNo Phone Call/ Busy Line

Consistent ExperienceUser Selects Vehicle *Rating



Customer Facing Field Service Lightning. Live Website.



Scheduling.

- Factors in drive time between appointments prior and after for availability

- Can look at custom options to adapt to display preferential times at the top for those that would be better for mileages



Future with Commerce Cloud (Demandware)

- Purchases/ Billing

- Orders and order status

- Inventory Management

- Cases against orders/work orders/assets

- Blended experience between service and sales



Sharing Visibility

Location

Estimated Time

Car Type

Image



Order Status

Ability to Cancel

Service Technician Details

CSAT/NPS

Sharing Solutions

Community


Native Custom• Products• Assets• Entitlements• Resource Pool

• People, trucks, territories• What can do what, where• Custom objects!

• Scheduling• Find a location – Google

Maps integration• Find a time slot – Click

Software integration

• Integration with ERP for inventory• Products that can be sold• Assets owned by the customer

• Billing & Invoicing• Invoicing from a work order• Collecting payments when

work is completed• Integration with ERP

What’s Native & Custom?


Additional FSM Considerations

• In-field communications

• Dispatch console, management requirements, escalations

• Mobile access

• Time logging & integrations with HR/Payroll

• Location tracking for technicians

• Sales interactions with Service

• Customer self-service and self-booking


we’ve left the safe harbor


Questions

Dave GallowayEVP Service Cloud Adoption

[email protected]

Colin LyonsSolution Architect

[email protected]

service cloud & field services: on your case. from the call center to the field

Technology