track producto: service cloud
Post on 19-Feb-2017
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#salesforceLisboa
Welcome to a New Era of Connected Service Connect to Your Customers in a Whole New Way
Fernando Gallego Service Cloud Leader Iberia
fgallego@salesforce.com @fgallego74
Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such 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. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments 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 service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
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 the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Obrigado
“Customer experience has overtaken price and product as the key brand differentiator.”
#1
The Future is All About Customer Experience
Source: Customers 2020 Report
Price Product Customer Experience
Growth Driven by Customer Success
FY15 FY10 FY11
Also in Spain & Portugal
FY15 FY10 FY11
The Customer Experience Gap is Widening
Companies Customers Disconnected from:
Systems Customers Employees
Connected Faster Smarter Personalized
Demand Service that is:
Get Ready for a New Kind of Customer Success Deliver a complete customer experience in the Age of the Customer
Connect with your customer in a whole new way
Run your business from your phone
Build 1-to-1 customer journeys
Get smarter about your customers
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.
Magic Quadrant for CRM Customer Engagement Center
May 4, 2016
Analyst: Michael Maoz, Brian Manusama
Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant of the 2016 Magic Quadrant for CRM Customer Engagement Center
Years in a row named a Leader
8
Salesforce Continues Leadership in Customer Engagement
Welcome to a New Era of Connected Service
3 4 2 1 Connected Service
Faster Service
Smarter Service
Personalized Service
Welcome to a New Era of Connected Service
$235B Spent on IoT devices in 2016
Source: Gartner, Inc.
Connected Service 1
Complete CRM
Open Ecosystem
Scalable Metadata Platform
Trusted Multitenant Cloud
Connected Service Platform Faster Service Built for efficiency w/ Lightning Console, Knowledge Base, Chatter
Smarter Service
Intelligent routing w/ Omni-channel, embedded analytics
Personalized Service
360-degree view of the customer, embedded support Your Customer
Introducing: Field Service Lightning Deliver a complete customer experience on the world’s #1 customer service platform
Connect your entire workforce Tools for agents, dispatchers, and mobile employees to deliver complete support Intelligently schedule & dispatch work Automate scheduling based on skills, availability, and location to optimize on-site service Track and manage jobs in real-time Update work orders, change requests, and job status on anytime, anywhere
Welcome to a New Era of Faster Service
85% of customers have been put on hold because the agent didn’t know what to say and needed to check
Faster Service 2 Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre
Lightning Console Newly designed desktop and intelligent tools to supercharge agent productivity
NEW
Optimized experience New Lightning framework and design to elevate productivity
Smart productivity tools Recommended cases and macros to respond faster
Analytics for teams View data from any source to make smart decisions quickly
Smarter Experiences
88% of time spent on smartphones is in apps
Source: comScore, U.S. Mobile App Report
3
Welcome to a New Era of Smarter Service
Omni-Channel Presence & Routing Smart, connected support across channels
Intelligent routing Dynamically route the right cases to the right agents, fast
Real-time presence Manage agent availability and push cases at the right time
Seamless interaction Preserve the conversation across every channel, on any device
NEW
Service Wave Analytics App Actionable analytics for Service Cloud customers
Analytics for Service Managers Get a central view of your key KPIs, on any device
Analytics for Service Agents Access any service data for a 360 degree customer view
Native to Service Cloud Wave visualizations in the Lightning Console
NEW
Personalized Service
4
Welcome to a New Era of Personalized Service
59% Would try a new brand or company for a better service experience.
Source: American Express Survey
Service for Apps Connect 1-to-1 with customers in any mobile app
Chat for Apps
SOS for Apps
Cases for Apps
Tap-to-Call for Apps
Knowledge for Apps
Customer Self-Service & Customer Communities Help customers help themselves
Mobile Responsive design to engage on any device
Personalized Customize self-service templates using Lightning drag & drop components
Seamless integration Connected to back end customer data for agents to engage in context
Streamline Operations Across the Entire Service Chain
Service Agent Dispatcher Field Technician Customer
Faster Personalized Smarter Connected
Connect customers, agents, dispatchers, and service technicians on a single platform
Service Cloud Drives Customer Satisfaction
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.
Average Percentage Improvements Reported by Salesforce Customers
+ 45%
Customer Retention
+ 45%
Decrease in Support Costs
Faster Case Resolution
+ 48% + 47%
Agent Productivity
Increase in Customer
Satisfaction
+ 45%
Welcome to a New Era of Connected Service
2 Smarter Experiences 3 Powerful Insights Faster Service 1
Customer Service 1-1 Journeys
Visit servicecloud.com
Talk with Your Account Executive
See demos in our Product Showcase
VisitTrailhead
thank y u
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