Putting the customer experience at the heart of your company

Andrew O’Connor Regional Vice President, UKI Sales

@andrewjoconnor

Webinar with VAX and Salesforce

Housekeeping

• All lines are muted •To ask a question, please use the question box on the Go To Webinar tool

• Questions will be answered after the presentation

Agenda & Speakers

• Introduction to Service on Salesforce - Andrew O’Connor – RVP UKI Sales, Salesforce • VAX Customer Success Story - Carole Edwards – Head of Contact Centre, VAX UK Ltd. • Demonstration - John O’Mahoney – Principal Solutions Engineer, Salesforce UKI •Q&A and wrap up - Andrew O’Connor + Carole Edwards

Questions: • Ask your questions in the questions box on the right of the screen

Future Looking Statements

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialise 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 utilisation 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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It’s All About Customer Experience Customers 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%

2014 2013 2012

75 Billion connected products by 2020

connected products per person 58

in the world’s most connected countries

Customer Service Has to Evolve

1990s

Phone

Today

Everywhere 2000s

Social

Customers are expecting connected service everywhere

The Customer Experience Gap is Widening

Companies Customers

Systems Customers Employees

Disconnected from:

Faster Smarter More Insightful

Demand service that is:

The Customer Experience Gap is Widening

The Salesforce Advantage Power customer experience on the Salesforce Customer Success Platform

Apps

Analytics Community

Marketing Service

IoT Sales

Salesforce Success Services

/

Customer Success

2 million members/ /

Success Ecosystem

/

Trusted Cloud Platform

Multi-tenant Cloud Model

Fast App Customization

Scalable, Meta-data Driven Platform

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

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.

Magic Quadrant for

CRM Customer Engagement Center

April 27th, 2015

Analyst: Michael Maoz, Jim Davies

Gartner has positioned Salesforce

highest for ability to execute and

furthest for completeness of vision in the

Leaders quadrant

Years in a row

Salesforce Continues Leadership in Customer Engagement

Growth Driven by Customer Success

Customer Success Story

Carole Edwards Head of Contact Centre, Vax UK LTD

Put Customer Experience at the Heart of your Company

“With Salesforce, you can be as ambitious and as brave as you

want to be. There are no limits”

Founded in 1979

UK's best-selling floor care brand

Midlands Contact Centre of the Year 2015

About Us

On premise helpdesk solution and telephony solutions had limited

capabilities

Manual, paper driven processes constrained by software limitations

Numerous systems deployed but no join

up between them

No single view of customer information

Bad experience for customers having to repeat information

We didn’t know our customers!

Before Salesforce

Integrated Live Agent Chat and Social Media posts

Marketing Cloud

Ecommerce Direct Order Integration

Customer Warranty Registration Integration

8 week implementation

Our Salesforce Journey

• We now have over 2.5 million customer records together in one place

• We can now create a customer journey personalied to a customer using the Marketing Cloud.

• We can now route our customers using intelligence based on customer information

• We can now personalise relationships – creating cross sell/upsell opportunities sales conversion by agent increased 10%

• We can ‘Chat’ with our customers – now 3.5% of interactions with 91% of customer positively recommend this as a channel

• We can do the right thing - First Contact Resolution 87%

• We can be easy to do business with ‘Effortless’ - 95% NPS positive result

• We have improved email response - average response is within 24 hours

• We have the highest employee survey results within the business with 9 point overall increase

• We have 50% reduction in staff attrition rates – an effortless experience for our agents as well as our customers

• We ‘Chatter ‘ - used to communicate and share information

They helped us become award winning!

How Salesforce Helped

“We now have the tools and architecture in place to create a personal and effortless customer experience that is faster, more dynamic and ready for the future”

John O’Mahoney – Demo Principle Solutions Engineer, Salesforce

Questions To ask a question, please use the question box on the Go To Webinar tool…

Find out more?

• If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: www.salesforce.com/uk/service-cloud • Watch out for a follow-up email next week with a link to this webinar recording • Visit our website to view previous webinars and sign up for upcoming sessions: www.salesforce.com/uk/events/webinars

Thank you