salesforce service cloud summit 2017
TRANSCRIPT
Transform the Customer Experience with Intelligent Service Conversations
[email protected] +34 687 055 544
Service Summit Madrid Fernando Gallego Service Cloud Leader Iberia
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Together, We’re Building a Path Forward
2009 • 2010 • 2011 2012 • 2013 • 2014 2015 • 2016 • 2017
September 2016
2011 • 2012 • 2013 2014 • 2015 • 2016
The world’s most innovative companies
in GDP impact by 2020 $389B
$8.39B FY17 revenue
25K employees “Innovator of the Decade”
IDC White Paper, sponsored by Salesforce, "The Salesforce Economy," August 2016
2M jobs created by 2020
Today, Customers Avoid Support Getting support is painful, time consuming, and inconvenient
Which product are you calling about?
How can I help you today?
Can you hold while I look something up, please?
Let me transfer you to one of our specialists. Can you hold? Hello, who am I speaking with?
of customers would prefer to self-serve before dealing
with a service agent
81%
Can you tell me about your problem?
Have you tried following our troubleshooting instructions?
Source: HBR
Slide 5
Disruptive Companies Use Service to Transform the Customer Experience
Convenient Contextual Conversational
But Delivering a Great Customer Experience is Difficult Service solutions built for transactions, not conversations
Case
Sales Data
Knowledge Base
Communication Channels
WFM
ERP
Who is the customer?
What have they previously called about?
What else might they be interested in?
What is the solution?
Which products have they purchased?
Your Customers Your Agents
Intelligence Empowers Agents with Real-time Solutions Surface insights and answers instantly for agents to deliver conversationally across channels
Your Customers Your Agents
Communication Channels
Case
Sales Data
Knowledge Base
WFM
ERP
Connected, Intelligent CRM Platform
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Welcome to Salesforce for Service The world’s #1 intelligent customer service platform
Personalized
Personalize every service conversation
Make agents, managers & mobile workers more productive
Use Intelligence & AI to make agents smarter & customers happier
Productive
Predictive Connected
Connect on one intelligent platform
Salesforce for Service Drives Customer Success
Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.
Decrease in Support Costs
22%
Customer Retention
+ 26%
Agent Productivity
+ 28%
Faster Case Resolution
+ 31%
Increase in Customer
Satisfaction
+35%
Salesforce Continues Leadership in Customer Engagement
Magic Quadrant for CRM Customer Engagement Center May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
8YEARS IN A ROW NAMED A LEADER
Deliver Personalized Service on Every Channel
Connected, omni-channel engagement across traditional and modern channels
Immediately assist with contextual video chat and on-screen annotation
Chat 1-to-1 instantly on any device
Deliver service across every social channel
Automatically send or pause personalized marketing messages after customer service activity
Seamless customer conversations across all touchpoints
increase in CSAT
+35%
Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary. Percentages are an average.
Live Agent & Snap-ins
SOS & Snap-ins Social Service
Service Journeys
See the Upgrade to Unlimited Edition sales playbook here for Live Agent See the Social Customer Service sales playbook here See the Service + Marketing Journeys sales playbook here
Make Service Convenient with Conversational Messaging
Unlock the messaging channel for your contact center with two-way messaging support
Deliver messaging support on SMS and Facebook Messenger today - easily support additional messaging apps in the future
Drive agent productivity with bots to automate data gathering and answer simple FAQs
Reduce cost per transaction and call volume
Provide personalized service via mobile messaging with LiveMessage
Source: GearsCRM
cost savings vs. voice 25% to 50%
SMS Facebook Messenger
Lightning Console
See the Extend Personalized Service into Any Messaging App (LiveMessage) sales playbook here
Help Customers Help Themselves
Empower customers to find the answers they need fast with knowledge articles and Q&A
Provide an engaging, branded and mobile experience
Easily deploy and manage the community experience
Make it fun and rewarding to help peers
No question goes unanswered with automated case creation and escalation
Personalize self-service at scale
increase in case deflection
+31%
Source: Salesforce Customer Relationship Survey conducted May 2016 – August 2016 among 1,400+ customers randomly selected. Response sizes per question vary.
Customer Communities
See the Intelligent Self-Service with Communities sales playbook here
Empower Agents with Intelligent Productivity Tools
Drive agent productivity with unified customer view and omnichannel workspace
Intelligently route cases to the right agent at the right time
Automatic Knowledge recommendations, similar cases, and Macros to speed case resolution
Easily manage SLAs and entitlements
Provide a complete, 360o view of the customer in one place
agent productivity +28%
Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary.
Lightning Console & Case Management
Macros
Omni-channel Presence and
Routing
Phone and CTI Support
SLAs & Entitlements
Knowledge
See the Upgrade to Unlimited Edition sales playbook here for Knowledge
Empower Service Managers with Insights at Their Fingertips
Unlock deep service insights and improve operational efficiency with analytics & data visualization
Analyze and act on any data, including service data outside the platform to maximize CSAT
Monitor and optimize agent performance, queues, and work in real-time to deliver a better agent experience
Drive efficiency and optimize digital channels
faster decision making
+38%
Service Wave Mobile App
Omni-channel Supervisor
Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary. Percentages are an average.
Smart Data Discovery
See the Service Intelligence (Wave Analytics) sales playbook here
Field Service Dispatcher Console
Transform On-Site Service for Your Mobile Workforce
Connect your entire workforce on one platform to improve visibility and deliver fast, proactive service
Empower mobile employees with offline capabilities, instant updates, and knowledge on-the-go
Intelligently optimize scheduling and dispatch work based on skills, availability, location, and any business rules
Deliver contextual, connected in-person experiences with Field Service Lightning
reduction in scheduling time
+60%
Field Service Lightning Mobile App
See the Empower Intelligent Field Service Ops (Field Service Lightning) sales playbook here
Make Agents Smarter with AI-powered Insights & Predictions
Resolve issues faster by predicting case fields and recommending
Uncover customer product issues using image insights
Speed up inventory management in the field using image insights
Discover customer issues, identify churn risks and prevent attrition at scale with intelligence
Every agent is your best agent with machine learning
Einstein Case Management
Smart Data Discovery Social Studio Image Insights
agree AI will revolutionize customer interactions
79%
Source: Accenture, “Technology Vision 2017”
Brand: Coca-Cola
Object: Bottles
Object: Refrigerator
Object: Cans
Scene: Store
Turn a Great Service Experience into a Selling Opportunity
Empower service and sales employees with intelligent service conversations to upsell & cross-sell
Provide sales with customer support insights to sell more effectively
Deliver an effortless customer experience with self-service sales & support
Connect service and sales on the same intelligent platform
say a single customer view provides more cross-sell and
upsell opportunities
69% Service Cloud + Sales Cloud
Source: “Second Annual State of Service,” Salesforce Research, January 2017
See the Drive a 360º View w/ Intelligent Sales & Service sales playbook here
Low Touch Conversations
No Touch Conversations
High Touch Conversations
Field Service Lightning
Web & Mobile Snap-in Service Omni-channel Routing and
Supervisor
Social Customer Service
Self-Service Communities
Connected Products
Service Journeys
Service Analytics
Cross-sell & Upsell
Service Bots
LiveMessage
Agent Console
eCommerce
Deliver Intelligent Service Conversations Across Every Channel
Example ITSM Use Case
Situa&on&Challenges
● LargeSalesforcecustomerwithastrategicdirec6vetofocusontheemployeeexperience
● Servicedeliverviewedasstrategictobusinessvaluerealiza6on
● SoughtanITSMsolu6onthatisscalableandconfigurable
● ServiceNowdisplacement:“notaviablelongtermsolu6ongiventheenormousamountof6meandmoneyspenttomaintain”
● Needtoconsolidatedisparateservicesystemsandunifiedemployeeexperience.
Solu&on&KeyBenefits
SamanageServiceDesk,EnterpriseEdi&on-BuiltonSalesforceServiceCloud
● Single,unifiedplaHormforITSMandESM
● Scalableandconfigurablesolu6ontomatchtheirgrowingneeds,interna6onally
New Logos FY17 Spain & Portugal
Thank Y u