Flow: 1.- Industries Video (3´12”) 2.- Customer Success Platform for Communications (10´) 3.- Demo Quadstar (9´52”) 4.- Customer Testimonial: Deloitte & Telefonica Global Solutions (20´)

INDUSTRIES VIDEO

Conectando a los Clientes de una nueva manera José Luis Valdivielso AE Communications & Media jvaldivielsomoreno@salesforce.com @jvaldivi

Safe Harbor “Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements, the achievement or success of which involves risks, uncertainties, and assumptions. If any such risks or 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with possible fluctuations in our financial and operating results; our rate of growth and anticipated revenue run rate, including our ability to convert deferred revenue and unbilled deferred revenue into revenue and, as appropriate, cash flow, and our ability to grow deferred revenue and unbilled deferred revenue; errors, interruptions or delays in our service or Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; changes in our sales cycle; competition; various financial aspects of our subscription model; unexpected increases in attrition or decreases in new business; our ability to realize benefits from strategic partnerships; reliance on third-party computer hardware and software; the emerging markets in which we operate; unique aspects of entering or expanding in international markets; our ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters, and any related claims, negotiations and settlements; unanticipated changes in our effective tax rate; factors affecting our outstanding convertible notes and credit facility; fluctuations in the number of shares we have outstanding and the price of such shares; foreign currency exchange rates; collection of receivables; interest rates; factors affecting our deferred tax assets and ability to value and utilize them, including the timing of achieving profitability on a pre-tax basis; the potential negative impact of indirect tax exposure; the risks and expenses associated with our real estate and office facilities space; and general developments in the economy, financial markets, and credit markets. Further information on these and other factors that could affect the financial results of salesforce.com, inc. is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. 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 their purchase decisions based upon features that are currently available.

La Industria de la Comunicaciones se encuentra en plenos proceso de evolución y cambio

Explosión de la Banda Ancha

Consolidación de la Industria

Creación de productos innovadores por parte

de los OTT

Aparición de Nuevos Proveedores

Mayor Presión en el Margen

OTT Video

App Store

Data

M2M

OTT Messaging

OTT Voice

Facil - Sencillo, Relevante, Proactivo

Los nuevos y disruptores proveedores OTT están haciendo foco en las Experiencias de Cliente

Las Telcos todavía proporcionan una Experiencia de Cliente Insatisfactoria Las experiencias de Clientes son diferentes segun los Canales de Interacción

Lentitud para Conectar a través de nuevos medios

Dificultad para crear Experiencias de Clientes

La Agilidad de IT no cubre las necesidades de Negocio

70% de los Clientes de las

Telcos no está satisfecho

22X higher growth rate for companies that put customers first

Más Dinámicas

Continuamente Conectados

Me, Me,

Me

Siempre Accesibles

Las Telcos deben de situar al Cliente en el Centro de su Estrategia

Inversión en Experiencias de Cliente

Las Telcos no han hecho Foco en las Experiencia de Clientes

Inversión en Productos y Redes

Creando un desequilibrio y no cubriendo las expectivas de los Clientes

España: +20.000M € en los últimos 5 años 70% de Clientes

insatisfechos

Las Experiencias de Clientes deben de estar al mismo Nivel de Calidad que la oferta de Productos y Comunicaciones

Inversión en Productos y Redes

Inversión en Experiencias de Cliente

22X higher growth rate for companies that put customers first

Subscriber Ordering Subscriber

Service Connected Customer

Community

Analytics

Apps

Bienvenidos a Salesforce Customer Success Platform para Telecomunicaciones

Soluciones Salesforce para la Industria: B2B y B2C

Connected Customer

•  Proactive Channel App •  Lead Management •  Customer Marketing

Journeys •  Social Lead Gen

•  eCommerce •  Agent Ordering Desktop •  Retail Clienteling •  Field Technician •  Order Capture •  Sales Catalog/CPQ

•  Troubleshooting App •  eBilling/EBPP •  Agent Trouble Management •  Agent Billing Inquiry &

Resolution •  Account Management

•  Comms Data Model •  BSS/OSS Web Services •  Customer Profile •  Shopping Cart •  Household

Subscriber Ordering Subscriber Service Omni-Channel and Cloud BSS Foundation

MDU Self Service

.COM Social Care Field

Techs Direct Sales

Indirect Channel Retail Call

Centers eCare Comm- unities Apps

Plataforma de RELACIONAMIENTO Optimizada para Interacciones en el Front Office

Sistemas de REGISTROS Optimizada para el Procesamiento de

Transacciones

Provisioning Billing Serviceability TN Mgt Service Assurance

Product Master

WFM

Order Mgt

Mobile Apps Communities eCare Social Care Self Service .COM

Field Techs

Call Centers MDU Direct Sales

Indirect Channel

OPTIMIZADA PARA PROCESAMIENTO DE TRANSACCIONES

SISTEMAS DE REGISTROS

PLATAFORMA DE RELACIONAMIENTO, AGIL, E INNOVADORA OPTIMIZADA PARA INTERACCIONES DE VENTAS Y MARKETING

MARKETING BILLING SALES MANAGEMENT

CUSTOMER COMMUNITIES

LEADS AND REFERRALS

PRODUCT MASTER

SOCIAL PROFILE

OFFER MANAGEMENT

Retail

Una Unica Plataforma de Relacionamiento a través de los diferentes Canales

Salesforce como Capa de Relacionamiento

La Atención y Gestión de Clientes

64% de los Clientes esperan asistencia en tiempo real INDEPENDIENTEMENTE del Canal de Atención al Cliente utilizado

de los clientes considera importante resolver sus problemas de forma autonoma sin depender de un Agente de Atención al Cliente

53% Solo el 7% de los clientes están

“Extremadamente Satisfechos” con los operadores que proporcionan una

experiencia sin fisuras y consistente de Atención al Cliente a través de cualquier Canal

21x Las probabilidades de cualificar una oportunidad si contactan con el cliente dentro los 5 primeros minutos vs. 30 minutos

Experiencia del Agente de Call Center

Múltiples Desktops Múltiples Pantallas y pasos Miles de Códigos

Consola Unica de Agente Consultas Simplificadas de Pedidos y Servicios Productos y Ofertas basados en denominaciones comerciales

De…

A…

Experiencia de Auto Servicio Online y Movil

Portales de Auto Servicio en Silos Experiencia inconexa a través de los distintos canales Errores al introducir los datos

Plataforma de Canal Común Experiencia de Canal sin fisuras Desarrollo móvil agil

De…

A…

Salesforce trabaja con los Entornos BSS/OSS de los Operadores

Contact Center Web Reseller Retail Sales Mobile

Order Orchestration Rating & Billing

Provisioning Service Inventory

Activation

Policy & Real-time Charging

Order Submit & Status

Billing Inquiry

Ent

itlem

ents

Service Assurance

Supply Chain

Workforce Mgt

Book Appt

Trouble Ticket

TN

Product Master

Telephony

Diagnostics

Network

Salesforce

BSS

OSS

Common Objects

Social Chat/ Email

Sales Catalog

Unicamente Salesforce: Innovación, Agilidad, Cloud, Móvil, Cliente Conectando a los clientes de una nueva forma

Omnicanalidad con Integración Social para el desarrollo de Experiencias de Clientes

Cloud Collaboration con Empleados, Clientes, Partners, y Redes

Cloud Empresarial Multi-Tenant Cloud

Lider en soluciones Cloud: Sales Cloud, Service Cloud, Marketing Cloud, Salesforce 1 Platform

DEMO

Customer Testimonial: Telefonica Global Solutions with Deloitte