Track Producto: Service cloud

#salesforceLisboa

Welcome to a New Era of Connected Service Connect to Your Customers in a Whole New Way

Fernando Gallego Service Cloud Leader Iberia

[email protected] @fgallego74

Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995:

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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Obrigado

“Customer experience has overtaken price and product as the key brand differentiator.”

#1

The Future is All About Customer Experience

Source: Customers 2020 Report

Price Product Customer Experience

Growth Driven by Customer Success

FY15 FY10 FY11

Also in Spain & Portugal

FY15 FY10 FY11

The Customer Experience Gap is Widening

Companies Customers Disconnected from:

Systems Customers Employees

Connected Faster Smarter Personalized

Demand Service that is:

Get Ready for a New Kind of Customer Success Deliver a complete customer experience in the Age of the Customer

Connect with your customer in a whole new way

Run your business from your phone

Build 1-to-1 customer journeys

Get smarter about your customers

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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 has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant of the 2016 Magic Quadrant for CRM Customer Engagement Center

Years in a row named a Leader

8

Salesforce Continues Leadership in Customer Engagement

Welcome to a New Era of Connected Service

3 4 2 1 Connected Service

Faster Service

Smarter Service

Personalized Service


$235B Spent on IoT devices in 2016

Source: Gartner, Inc.

Connected Service 1

Complete CRM

Open Ecosystem

Scalable Metadata Platform

Trusted Multitenant Cloud

Connected Service Platform Faster Service Built for efficiency w/ Lightning Console, Knowledge Base, Chatter

Smarter Service

Intelligent routing w/ Omni-channel, embedded analytics


360-degree view of the customer, embedded support Your Customer

Introducing: Field Service Lightning  Deliver a complete customer experience on the world’s #1 customer service platform

Connect your entire workforce Tools for agents, dispatchers, and mobile employees to deliver complete support Intelligently schedule & dispatch work Automate scheduling based on skills, availability, and location to optimize on-site service Track and manage jobs in real-time Update work orders, change requests, and job status on anytime, anywhere

Welcome to a New Era of Faster Service

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

Faster Service 2 Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Lightning Console Newly 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

Smarter Experiences

88% of time spent on smartphones is in apps

Source: comScore, U.S. Mobile App Report

3

Welcome to a New Era of Smarter Service

Omni-Channel Presence & Routing Smart, 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

Service Wave Analytics App Actionable analytics for Service Cloud customers

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


4

Welcome to a New Era of Personalized Service

59% Would try a new brand or company for a better service experience.

Source: American Express Survey

Service for Apps Connect 1-to-1 with customers in any mobile app

Chat for Apps

SOS for Apps

Cases for Apps

Tap-to-Call for Apps

Knowledge for Apps

Customer Self-Service & Customer Communities Help customers help themselves

Mobile Responsive design to engage on any device

Personalized Customize self-service templates using Lightning drag & drop components

Seamless integration Connected to back end customer data for agents to engage in context

Streamline Operations Across the Entire Service Chain

Service Agent Dispatcher Field Technician Customer

Faster Personalized Smarter Connected

Connect customers, agents, dispatchers, and service technicians on a single platform

Service Cloud Drives Customer Satisfaction

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.

Average Percentage Improvements Reported by Salesforce Customers

+ 45%

Customer Retention

+ 45%

Decrease in Support Costs

Faster Case Resolution

+ 48% + 47%

Agent Productivity

Increase in Customer

Satisfaction

+ 45%


2 Smarter Experiences 3 Powerful Insights Faster Service 1

Customer Service 1-1 Journeys

Visit servicecloud.com

Talk with Your Account Executive

See demos in our Product Showcase

VisitTrailhead

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