service cloud case study presentation

Connect with Customers to Deliver Amazing Service Everywhere

Ken Ailes

Account Executive/kenailes

@kenailes

In/kenailes

Global Smartphones Business Objectives

• Grow Revenues• Recapture Market Position• Demonstrate You Know How To Listen To Your

Customers• New Product Development

What We Heard…

Case Management

Call Center

Self Service Portals

UnhappyCustomers

Difficult to Service Your Customers Everywhere

• Little 2-way communication• Perceived not to be listening• Not getting help

from right person

Poor Customer Experiences

• Disparate portals & call

centers• No centralized knowledge

base• No support for social

Inconsistent Service Across Channels

92%Companies reported decline in Customer

Satisfaction

• Multiple service screens• Long call handling times• Low first call resolutions

Low AgentProductivity

54%Agents must use multiple

sources to answer inquiries

86%Customers stop doing

business after one negative interaction

#1 Customer Service Application

Transform Customer Service with Service Cloud

Helping Customers Succeed Across All Metrics

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Customers

+34%Customer

Satisfaction

$36B energy and manufacturing company

Service Cloud for 1500 agents

20K calls/month, 30K emails/month

Saved over $1M in 3 years

Honeywell Saves $1M with Service Cloud

#1 Video game publisher

Self-service portal, email, live chat

60,000 cases per month

25% increase in customer satisfaction

Activision Delivers Multi-Channel Customer Service