Shiri Levi

Salesforce Customer Success Manager

Slevi@salesforce.com

A New Era of Service for the Connected World

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Forward-Looking Statements

Salesforce Continues Leadership in Customer Engagement

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Magic Quadrant for CRM Customer Engagement Center

April 27th, 2015Analyst: Michael Maoz, Jim Davies

Gartner has positioned Salesforce highest for ability to execute andfurthest for completeness of vision in the Leaders quadrant

Yearsin a row6

Growth Driven by Customer Success

Driving Customer Success Across All Metrics

+45%

Faster Average Handle Time

+45%

Support Cost Savings

+47%

Agent Productivity

+48%

Faster Case Resolution

Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected.  Response sizes per question vary

Customer Satisfaction

+45%

Average percentage improvements

reported by Salesforce customers

75 Billionconnected products by 2020

connected products per person58

in the world’s most connected countries

Customer Service Has to Evolve

1990s

PhoneToday

Everywhere

2000s

Social

Customers are expecting connected service everywhere

It’s All About Customer ExperienceCustomers are increasingly switching providers due to poor customer experience

of the Fortune 500 firms from 2000

do not exist

52%

Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

64%46%

51%

201420132012

The Customer Experience Gap is Widening

Companies CustomersSystemsCustomersEmployees

Disconnected from:

FasterSmarterMore Insightful

Demand service that is:

The Customer Experience Gap is Widening

Service Platform for Customer SuccessTransform the customer experience with Service on Salesforce

PersonalizedService

Smarter Support

InnovateFaster

Connect 1:1 with every customer, anywhere

Empower agents and managers with the right tools and intelligence

Build and scale at the speed of your customers

Service For Everyone & Anywhere Connect to 1-to-1 with customers by embedding support into any native mobile app

Get the answers you need anytime,

anywhere

Instantly connect to an agent

without leaving the app

Live, interactive video support when

you need it

Create and monitor cases from any

mobile device

Live phone support with a single

click in any app

Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps

Stratasys - New Dimension Of Support

Yaniv Ninyo

IS Engineer & SFDC Administrator

Lead Ongoing Implementation & Projects

8 years experience of CRM & ERP Implementations

BSc Industrial Engineering, MBA Graduated

Maayan Krivine - Bitan

IT Business Analyst & Project Manager

Head of Customer Support Project Implementation

9 years experience of CRM & ERP Implementations

BSc Industrial Engineering & Management

About Stratasys• Largest 3D printing company in the world

• The only company that provides a complete 3D solution to customers

• Acquired 6 companies in the last 3 years

• Indirect sales and support channels with more than 2,000 partners worldwide

Stratasys Customer Support VisionA Global Unified Cloud-Based Support Solution for our customers and partners, to achieve Top-Level Service while providing 360 View of our Sales & Service processes

What is Customer Support at Stratasys?

• 250 SFDC Customer Support Users, 80 Direct Field Engineers

• 4,500 Cases a month

• Provide Support in US, EMEA, APJ and Latin America

• ~40,000 Installed Printers worldwide

• Over 8000 Spare Parts shipped a monthCustomer

Support on SFDC

Accounts/ Contacts

Cases/ Case Tasks

Products & Pricebooks

Asset Management

Service Contracts & Entitlements

Inventory Management

Order Management

Returns\ RMA

Our Challenges • Create One Universal Platform & Process

• Create a Rich & Powerful UI / UX while Maintaining a Seamless 2-Way Interface to the Company’s Logistical and Financial ERP modules

• Implement a Project on an Existing Live Salesforce Environment Supporting Sales & Marketing

• Adapt to a Dynamic, Rapidly Growing Business Environment

• Work with Various Global Stakeholders in Multiple Time Zones

• Data Migration from Multiple Sources with Different Structures

• Encourage User Adoption

Case Life-CycleCase

Case Tasks

OrdersEngineer Debrief

Charges

Case Creation Channels

Case New Case

Predictive Reactive Proactive

Task Assignment

Case Tasks

• Drag & Drop Scheduling

• Intelligent Workforce Management

• Management Tool: Actual vs. Planned

Task Management

Case Tasks

• Multiple Task Types

• Escalation & Routing Rules

Orders

Case Tasks

Order Lines

Case

Install Base

Engineer Debrief

Charges

Preview Charges Service Contracts Entitlements

Automatic Discount

Calculation

Approval Process

Case Closure

Key Takeaways

• Listen

• Stretch Boundaries, Think Big

• Be Creative, Think Out of the box

• Nurture Strong Relationships

• Be Ready for Changes

Next Projects• Partner Community

• Knowledge & troubleshooting system

• Offline mobile Integration

• Improved Scheduler

• Survey

• Extend Salesforce to new regions

Salesforce Tour

Customer - Shiri Agent - Itay

thank y u