spain: essentials madrid 2015. salesforce para el sector de telecomunicaciones
Post on 07-Aug-2015
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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
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