self service: the ultimate experience
DESCRIPTION
Learn how to create the ultimate self-service experience for your customers with Service Cloud. During this session, you will see how Salesforce customers have leveraged self service capabilities to create great connections with their customers, overcome scaling challenges, and reduce costs by deflecting calls from the contact center.TRANSCRIPT
Service Cloud:
Self Service: the Ultimate Experience
Eric Moore, salesforce.com, Sr. Program Manager
@ermooSF
www.linkedin.com/in/ericmichaelmoore
Chet Chauhan, salesforce.com, Director Product Management
@chetchauhan
www.linkedin.com/in/chetchauhan
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if
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and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
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Heather Watkins
Sr. Manager of Customer
Communities & Programs
@Heather_Watkins
All About Marketo
Marketo provides a complete marketing automation
software solution that is powerful and easy to use for
fast-growing small companies and global enterprises
alike.
#1 Marketing Software in Inc. 500’s Fastest Growing
Companies
#1 Fastest Growing Private Company of 2011 by the
Silicon Valley Business Journal
America’s Most Promising Companies by Forbes
Magazine
2011 AppExchange Awards for Best Chatter
Exchange & Best Marketing Automation
What: Private customer community to answer technical
questions and discuss various best practices
Who: Marketo customers & partners – mostly marketing and
sales professionals.
About the Community
Best Closed Community Finalist - Embracing
Life Before Salesforce
• Didn't match our brand
• Poor user experience
• No flexibility or customization
• Customers weren’t using it
• Not deflecting support cases
Our Community Needs…
• Single portal experience for customers
• Matches Marketo’s ease of use
• Grows with our needs/ flexible
• Deflects cases per customer
• Launched Community in December 2010
• Salesforce Answers, Ideas, Knowledge
• Launched Cases in June 2012
• Custom VisualForce Interface & Custom Objects
Results
• 20,000 Users
• 4,600+ Questions
• 1,800+ Ideas
• Deflection in Cases!
*Via yotung on Flickr
Case Deflection Statistics
December 2010
• 2.8 Cases / Customer
June 2012
• 2.04 Cases/ Customer
August 2012
• 1.91 Cases/ Customer
-27% -6%
-32%
More Results
+338% +4,750%
0
500
1000
1500
2000
2500
3000
3500
Total Engagements
-
5,000
10,000
15,000
20,000
25,000
30,000
35,000
# of Visits
Visitor Statistics
Average time on site: 9.5 min/visit
8k+ Visitors / Month
70% of Replies by Community
What’s Next?
Launch Learning Management System
Backbone to Certification
Track Learning Behaviors
+ Gamification – Incent Learning & Usage Maturity
Rewarding Offline Activities
Events
References
Tips for Success
Engage your partners to participate
Incent employees to participate
Spread the responsibility around
Launch with a beta group to add content
Keep your design SIMPLE
Brian Smith
VP, Technical Operations
@Brian_J_Smith
Tableau Software Inc.
Tableau helps people see and understand data. We make
rapid-fire business intelligence software.
Fastest growing business intelligence company in the world
Stanford Professor Pat Hanrahan and Dr. Chris Stolte re-
invented data visualization technology
Patented products are in use by 8500+ of customers
Headquartered in Seattle, WA
>600 Employees, >100% YoY Growth
Customers
• Apple
• Microsoft
• Wells Fargo
• Bank of America
• Walmart
• Safeway
• Pfizer
• Merck
• Ferrari
• GM
• CBS
+ 1000’s more
Tableau Timeline
• Doubled sales bookings
• Grew customer
accounts by 40%
• Opened European
Operations
• Fastest growing BI
vendor: Gartner and IDC
•Launched Tableau
Digital
• Customer Conference
1,400 attendees – up
from 700
1997 - 2005
• Defense grant to
Stanford
• Stanford spin-out 2003
• First patents; invention
of VizQL™
• Launched Tableau
Desktop
• Hyperion global OEM
deal
2009
• Awarded “Product of
the Year” for 1st time
by PC Magazine
2006
• Launched Tableau
Server product
• More than doubled
revenue
2007 2008
• Tableau Server wins
multiple awards
•1st Annual Customer
Conference
(sold out)
•Global OEM deal
(expansion) signed
with Oracle
2010
• Inc. 500 list
• 2nd Annual Customer
Conference 67%
increase in attendance
• Deloitte Fast 500
• SQL Server Magazine
Best BI & Reporting
Tool
• 1st Year Magic
Quadrant Challenger
• Launched Tableau
Public
• Multiple awards
2011
Self-Service Opportunities
Increase scalability of support processes
Self-service options were read-only
High touch product key & portal user management
Create fully branded and integrated support experience
Make it easy to find solutions across support assets
Self-Service Projects
Customer Portal
Partner Portal
Knowledge Base
Online Case Management
Webstore
Federated Search
Single Sign-on
Community
Concept to completion in less than a year!
Why Tableau selected Salesforce Service Cloud
Enterprise Class Scalability
Programmability and flexibility
Integration with our current workflow
Proximity to existing customer data
Strong ecosystem of partner tools
Best of breed all on one platform
History of continuous improvement
Objective Results
High touch cases on the decline
Tips & Takeaways
Executive Sponsorship; Partner with Marketing, Sales & Support
Beta your solution with a subset of users
Data architecture and quality are key to self-service scalability
Architect URL strategy before you build (custom URLs, KB, SSL)
Stay as native as possible and leverage javascript extensively
Parameterize page references to work around recent items
SSO - 1 IDP per Org, plan account assignment
Manage workflow in Apex
Understand sharing rules and impact of external users to your org
Chet Chauhan
Director Product Management – Service
Communities & Social
@chetchauhan
Announcing Salesforce Communities
First Community Platform with
Social and Business Process
• Collaboration between customers, partners
& employees
• Custom branding with CMS
• Integrated with business process
• 100% cloud, instant impact
Communities are Portals Re-invented for Social Businesses
Salesforce Communities Salesforce Portals
✓ Supports all legacy portal licenses
✓ Get a community for each portal
✓ No data/workflow impact
✓ Changes limited to branding/setup
Pilot in Winter ’13; GA in Summer ’13 (safe harbor)
Limited Pilot
October 2012
General Availability
June 2013
Pilot guidelines:
1. Open membership model
2. Up to 5 communities & 100k members
3. Willing to be a reference
Pilot nominations: Open (contact your account team)
Pricing:
Will announce closer to GA
Heather Watkins
Sr. Manager, Customer
Communities & Programs,
@heather_watkins
Brian Smith
VP, Technical Operations,
@Brian_J_Smith
Chet Chauhan Eric Moore
Program Management
Director,
@chetchauhan
Sr. Program Manager,
@ermooSF
Appendix
Self-Service Success at Salesforce
Service Cloud Technology used
Salesforce Knowledge
Customer Portal
Sites
Decreased cases per customer
by 25% in 1 year!