A New Era of Service for the Connected World

Chet ChauhanVP Product Management, Service Cloud

@chetchauhan In/chetchauhancchauhan@salesforce.com

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Safe Harbor

75 Billionconnected products by 2020

connected products per person58

in the world’s most connected countries

Customer Service Has to Evolve

1990s

PhoneToday

Everywhere2000s

Social

Customers are expecting connected service everywhere

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

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 Customers

Systems Customers Employees

Disconnected from:

Faster Smarter More Insightful

Demand service that is:

The Customer Experience Gap is Widening

#1 Customer Service Platform

Faster Service with Lightning Console and Omni-Channel Presence & Routing

Smarter Apps with Service for Apps

Powerful Insightswith Service Wave Analytics and IoT Cloud

Salesforce Continues Leadership in Customer Engagement

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, 2015Analyst: Michael Maoz, Jim Davies

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

Source: Gartner (April 2015)

Years in a row6

Thank You.

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

Welcome to a New Era of Connected Service

2Smarter Apps 3Powerful InsightsFaster Service1

Welcome to the New Era of Connected Service

85%of customers have been put on hold because the agent didn’t know what to say and needed to check

Faster Service1Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Supercharge productivity

Lightning ConsoleNewly 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

Omni-Channel Presence & RoutingSmart, 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

Welcome to the New Era of Connected Service

88%of time spent on

smartphones is in apps

Source: comScore, U.S. Mobile App Report

2Smarter Apps

Embed 1 to 1 support

Service for AppsConnect 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

Simon Kelly Manager Solution Engineering - Service Cloud

Sebastiaan de Man Lead Solution Engineer - Service Cloud

Demo

Simon Shaw Head of Customer Contact

Welcome to the New Era of Connected Service

50%of agent interactions will be influenced by

real-time analytics, by 2018.

Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014

3Powerful Insights

Turn data into action

Service Wave Analytics AppActionable analytics for Service Cloud customers

Extend success with apps

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

Welcome to a New Era of Connected Service

2Smarter Apps 3Powerful InsightsFaster Service1Supercharge productivity Embed 1-to1 support Turn data into action

Everything a Small Business Needs for ServiceKeep customers happy with fast, awesome customer support

Faster Teams Stand up support fast with knowledge, cases, self-service, and apps

Smarter Service Respond with intelligent productivity tools and automation

Powerful Insights Arm teams with insight into customer experience

The Salesforce AdvantagePower customer experience on the Salesforce Customer Success Platform

AppsAnalytics

CommunityMarketingService

IoTSales

SalesforceSuccess Services

Customer Success ManagersIgnite / Program Architects

Customer Success

2 million membersMVPs / Events / Community

SuccessEcosystem

SI’s / ISV’s AppExchange

Trusted Cloud Platform

Multi-tenantCloud Model

Fast App Customization

Scalable, Meta-data Driven Platform

thank y u

www.eurostar.com

20 years of delivering high-speed trains Need to reduce number of applications in call center Customers expected answers in minutes or hours

Today Service Cloud is at the core of their contact center 1 customer view for agents Increased quality of answers to customers

Eurostar Aims to Be the Most Loved Brand with Salesforce

“One company had a vision of a global customer and

that was Salesforce.” Antoine de Kerviler, CIO