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#salesforceBCN
Welcome to a New Age of Connected Service
Fernando Gallego
Service Cloud Leader
fgallego@salesforce.com
Conecte con sus clientes de una forma completamente nueva
Forward-Looking Statements
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The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for ourservice, 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 anypossible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, andmotivate 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 financialresults 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 themost recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the InvestorInformation section of our Web site.
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Gracias
Crecimiento impulsado por el éxito de nuestros clientes a nivel mundial
Crecimiento impulsado por el éxito de nuestros clientes en Iberia
La clave está en la experiencia del clienteLos clientes cambian de proveedor con una frecuencia cada vez mayor debido a una mala experiencia al cliente
de las empresas que aparecían
en la lista Fortune 500
del año 2000 ya no existen
52 %
Fuente: Accenture, Customer 2020
Fuente: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”
72 %
51 %64 %
201520142013
Conviértase en una empresa orientada a los clientes
Conecte con tus clientes
de una forma totalmente nueva.
Ahora puedes gestionar tu negocio
desde el móvil.
Crea experiencias
personalizadas.
Aporta inteligencia a tus
empleados y a tu negocio.
La plataforma de servicio líder para el cliente
Servicio más rápido
Experiencias más inteligentes
Potentes análisis personalizados
Conecte con sus clientes
de una forma totalmente
nueva
Bienvenido a una nueva era de servicio conectado
%Porcentaje de clientes que se ha tenido
que mantener en espera porque el agente
no sabía qué decir y tenía que comprobarlo.
Servicio más Rápido
Fuente: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre
Conecte con sus agentes de serviciode una forma totalmente nueva
Mejore la productividad
Presencia multicanal y enrutamientoAsistencia conectada e inteligente entre canales
Enrutamiento inteligenteAsigne de forma dinámica los casos adecuados
a los mejores agentes de forma automática.
Presencia en tiempo realGestione la disponibilidad de los agentes
y transfiera los casos en el momento adecuado.
Interacción contextualizadaMantenga la conversación a través de cualquier
canal y en cualquier dispositivo.
NUEVO
%Tiempo dedicado a las aplicaciones
al utilizar un Smartphone.
Fuente: comScore, U.S. Mobile App Report
Experiencias más Inteligentes
Cree customer journeys personalizados
Bienvenido a una nueva era de servicio conectado
Integre soporte personalizado
en cualquier App o Producto
Service for AppsConecte con los clientes de forma personalizada integrando la asistencia en cualquier aplicación móvil nativa
Obtenga las
respuestas que
necesita en cualquier
momento y lugar
Conecte de forma
instantánea con
un agente sin salir
de la aplicación
Soporte mediante
vídeo interactivo
cuando lo necesite
Cree y supervise casos
desde cualquier
dispositivo móvil
Soporte telefónico con
solo un clic en
cualquier aplicación
Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps
Autoservicio al cliente y comunidades de clientesAyude a los clientes a ayudarse y ayudar a otros
Dispositivos móvilesDiseño adaptable que permite interactuar a
través de cualquier dispositivo.
PersonalizaciónPersonaliza las plantillas de autoservicio
mediante los componentes de Lightning,
que solo tendrá que arrastrar y soltar.
Interacción ContextualizadaConexión con los datos de los clientes
para permitir una interacción contextual.
%Porcentaje de las interacciones con
los agentes que se verán afectadas por
los análisis en tiempo real en 2018.
Fuente: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer
Engagement, November 11, 2014
Potentes análisis
Mejore su inteligenciay predicciones sobre los clientes
Bienvenido a una nueva era de servicio conectado
Lightning ConsoleHerramientas de escritorio inteligentes con un nuevo diseño para mejorar la productividad de los agentes
NUEVO
Experiencia optimizadaEl nuevo marco de trabajo
de Lightning y su diseño permiten
mejorar la productividad.
Herramientas de productividad inteligentesCasos recomendados y macros que
permiten responder de forma más rápida.
Análisis en tiempo realExamine datos procedentes de cualquier
fuente para tomar decisiones inteligentes
con rapidez.
Call Center Contact Center Engagement Center On-site Support
Los clientes esperan Servicio Conectado
en Cualquier Lugar
Bienvenido a una nueva era de servicio conectado
Servicio más Inteligente Servicio PersonalizadoServicio más Rápido
Enrutamiento inteligente
multicanalDesarrollado para garantizar la
eficiencia con Lightning Console,
Knowledge y Chatter
Visión integral
del cliente
Conecte con sus clientes de una forma totalmente nueva
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 ha posicionado a Salesforce
como líder en el Magic Quadrant
para CRM Customer Engagement
Center 2016 por su capacidad de
ejecución y su completa visión.
Yearsin a rownamed a Leader
Salesforce Continua Liderando el Customer Engagement
© copyright 2016 Cognizant
June, 2016
Barclays Case StudyMartin Loheac
Corporate Update
233,000
employees
………………………..
100+ Global
Delivery Centers
…………………….
308
Strategic Clients…………….…...
. . . .…………………..
……………………….
Revenue
$12.42B in 2015
(21% YoY)
$3.20B in Q1 2016
Revenue Mix
NA: 78.0%, Europe: 16.4%,
RoW: 5.6%
. . . .…………………..
Fortune’sMost Admired Companies
Years in a Row
8Financial Times
Global 500
281ForbesFast Tech 25
9Newsweek’s
2015 World Green Rankings
93Fortune
500
288ForbesGlobal 2000
281
Founded in 1994(CTSH, Nasdaq)
Headquarters
Teaneck, NJ………………………..
Why Cognizant?
Global management team, “local” approach
CUSTOMER FOCUS
Practices like Consulting and BPS established
within industry practices and teaming with
clients
INTEGRATED SERVICE MODEL
Adapt as per customers’ business demands
— alliances, acquisitions, customer asset
leverage and re-badging
FLEXIBLE BUSINESS MODEL
Vertical organization and alignment; deep
domain depth; one of the largest recruiter of
MBAs
INDUSTRY DEPTH
Employer of choice in premier engineering
and B-schools; Training & development
TALENT MANAGEMENT
Reinvesting in relationships, innovation,
scalability and delivery excellence
STRATEGY OF REINVESTMENT
The Broker as the primary customer with a tailored value proposition and personalised management (digital acceleration)
Client briefResults/ Outcome / Client
BenefitsOur Approach/
Value propositionUK Financial services group with operations in over 50 countries and territories and around 48
million customers. The programme is focussed on the UK mortgages market and all the
intermediaries (independent) in the UK.
• Limited communication alternatives: Relationship Manager (RM), Contact Centre,
non-secure chat• Window of opportunity may be lost in some
cases if no answer is given in 30-45 minutes• Lack of visibility throughout the case
processing • Limited RM availability for being on the road
visiting up to 500 Brokers each• Non-personalised service experience – one
size fits all approach
Enable a Broker engagement solution based on Salesforce that,
• Facilitates brokers access to bank resources
• Connects the Broker with who, when and where they need and provides the Bank information
about the broker needs near ‘real-time’
• Provides a consistent and coherent window to the Bank’s processes
• Enables a secure environment -interact, collaborate, automate,
self-service and provide feedback to the Bank for offering best in
class service
The Key business objectives achieved with this
transformation include:
Significantly grow the business coming from
Brokers
Increase the NPS and service scores by massive
boost in customer experience
Become the first choice for a broker when dealing with
a customer
Client Challenges
Digital transformation: Intermediary Engagement
Welcome to a New Era of Connected Service
Smarter Experiences Powerful InsightsFaster Service
Gràcies
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