how manufacturing and hi tech companies engage customers
TRANSCRIPT
The Customer Success Platform for Manufacturing and High Tech Connect With Your Customers & Partners in a Whole New Way
Adam Hanin Industry Innovation Executive Manufacturing & Consumer Goods [email protected]
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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.
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Safe Harbor
Need for Transforming Customer Engagement New Demands & Competitive Pressures in Every Industry
Financial Services
Healthcare & Life Sciences
Communications & Media Retail Government Manufacturing /
Consumer Goods
Mobile Social Data Science Cloud
Automotive
A Diversity of Customers Driven by Customer Success
Industrials Durable Goods High Tech
Evolving Service Requirements
Complex Solution Needs
Know More about Customers
Customer Demand for Speed
Customers Demand Speed More Than Ever
Emerging Markets
Rise of Internet of Things
Rapid Technology Shifts
Industry Push Towards Customer
Customers Demand Speed More Than Ever
Evolving Service Requirements
Complex Solution Needs
Know More about Customers
Customer Demand for Speed
You Must Meet Demand for Speed
Customer Demand for Speed
Need for Reimagining Engagement
Industry Push to Customer
Systems of Record
Internal Focus
You have Invested in Systems of Record Technology Focused on Internal Operations, Not Engagement
Infrastructure
Supply Chain
Procurement
Operations
Systems of Record
Systems of Engagement Mobile Cloud Social
Data
Science
You Need a System of Engagement
Infrastructure
Supply Chain
Procurement
Operations
* IDC FutureScape: Worldwide Manufacturing 2015 Predictions
Cloud to be the “de facto standard” for manufacturers “to operate and
serve customers globally.”
Stephen Yeo Marketing Director
Connect with Customers & Partners in a Whole New Way, Go Faster
Real-time Complex Selling
Continuous Marketing
Rapid Collaborative Innovation
Real-time Service Excellence
Real-time Operational Excellence
Global Supply Chain Agility
Customers Partners Distributors Suppliers Employees Products
Cloud
Mobile
Social
Data Science
MES
ERP
EDW
Machines
Demand Planning
Logistics
Connected IT Systems Unlock ERP Connected
Products Inquire-to-
Order Service
Excellence Industry Solutions
Trusted Multitenant Cloud
Complete CRM
Scalable Metadata Platform
Open Ecosystem
Pricing/Quoting Field Service Warranty
Management Device
Integration Forecasting Configuration
Customer Success Platform for Manufacturing and High Tech
Analytics Community Marketing Service Sales Apps
Partner Relationship Management
Roadmap to Connect with Customers & Partners
Customer Success Platform for Manufacturing and High Tech Cloud Mobile Social Data Science
Powerful Solutions for Manufacturing and High Tech
Partner Relationship Management
Exploit Technology to Engage
Inquire-to- Order
Accelerate Sales
Service Excellence
Expedite 1:1 Service
Unlock ERP
Drive Global Real-time Alignment
Connected Products
Predict, Prescribe, Engage
Inquire-to-Order: Accelerate the Sales Process
Sell Smarter Proactively engage customers, understand their needs, and collaborate with partners and distributors
Sell Together Enable global collaboration with experts, and mobile enable the field
Increase Profitability Enable configuration, pricing, and quoting in the front-office to sell solutions and grow margins
Customer 360 - Account Planning - Opportunity Management - Forecasting - Configuration/Pricing - Quoting
Inquire-to-order
Service Excellence
Unlock ERP Connected Products
Partner Relationship Management
Simplify and automate manual design, configuration, & quote processes
Understand and map customer requirements to manufacturing processes
Data integration between customers and Global Foundries on a single platform
Global Foundries Accelerates Configure & Quote With Self-Service
Service Excellence: Expedite 1:1 Service
Personalize Service 3600 customer, warranty, entitlement and installed base information, self-service communities
Service Smarter Omnichannel support with contextual knowledge base, and collaboration
Service Faster Embed service in products, optimize and enable mobile field service
Omni-channel Support – Returns Management – Field Service
Inquire-to-order
Service Excellence
Unlock ERP Connected Products
Partner Relationship Management
Salesforce is mandatory CRM/Service platform globally
PRM boosts productivity by extending leads to partners
Knowledge platforms launched globally to replace RightNow in 4 languages
Cisco Centralizes Information Globally & Transforms Service
Industry: Professional Services Segment: EBU
Unlock ERP: Drive Global Real-time Alignment
Mobile-ize Back Office Automate processes with apps across every department and system
Democratize Insight Develop partner and customer apps via flexible and easy-to-use interface
Build Apps at Speed of Thought Integrate data into a real-time, fully extensible, standards-based, and trusted, scalable cloud platform
Orders - Invoices - Dealer/Supplier/Distributor Integration
Inquire-to-order
Service Excellence
Unlock ERP Connected Products
Partner Relationship Management
“Data is good, but real-time information from Salesforce is better.”
Employees collaborate on deals with live Chatter feeds
Highly scalable solution for massive growth and volume
Deep analytics provide visibility across regions and offers
GE Powers Rapid Growth with Collaborative Apps
Beth Comstock, CMO
Connected Products: Predict, Prescribe, & Engage
Process Connected Data Faster, at Scale Connect device and equipment data to customer, account, and location,
Extend Value Chains Connect suppliers, partners and customers to valuable data and insights
Predict and Innovate Faster Sense, predict, and innovate every aspect of customer journey
Emerging Ecosystems – Machine Events Processing - Service Innovation
Inquire-to-order
Service Excellence
Unlock ERP Connected Products
Partner Relationship Management
Onboard diagnostics and telematics reduce unplanned downtime
Single view of fleet health on one platform
Rapid data analysis lets CAT push recommendations to dealers and customers
Caterpillar’s Connected Technology Keeps Machines Healthy
Partner Relationship Management: Drive the Channel
Engage Smarter Automate partner registration, program communications, and incentive (Co-Op, MDF, etc.) processing
Engage Faster Empower partners with digital marketing assets, guided selling, product and promotion recommendations, and back-office order, shipment and billing information
Engage Farther Extend field rep reach with coordinated contact centers, marketing campaigns, self-service websites, social collaboration, mobile apps, and text notifications
Channel Management – Channel Incentives – Retail Execution
Inquire-to-order
Service Excellence
Unlock ERP Connected Products
Partner Relationship Management
“The Salesforce1 Platform connects homeowners and contractors with our products from anywhere.”
Honeywell ECC Heats Up Channel Program
- Beth Wozniak, President ECC
Partner portal gives Honeywell direct access to customer data
Annual membership & contractor loyalty increasing by 20%
$75K in annual cost reduction from streamlined processes, automation, and ease of management
Thank you, London!
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Coca-Cola Enables Partner Management on Salesforce Reduced new customer on-boarding time by more than 50%
Using modern UI and Augmented Reality for retail execution and digital marketing services
Extending reach to independent retailers and restaurants through eCommerce and Loyalty programs
“We have to get much faster, we have to work on collaboration, connectivity and scalability and all of that in a mobile context, and there, Salesforce has been a fantastic partner and a great help for us.”
Ulrik Nehammer, CEO Coca-Cola Enterprises AG