VIDEOEnergy Opener
Deliver the Future of Customer Service. Today.
Bobby Amezaga Director, Product Marketing @bamezaga [email protected]
Safe HarborSafe harbor 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 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, 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, risks associated with 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 quarter. This document and others are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Connect with Your Customers in a Whole New Way
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Cloud
Social
Mobile
75B connected products
Systems of Record
Systems of Engagement
Systems of Record
Systems of Engagement
The Future is All About Customer Experience
Source: Customers 2020 Report
“Customer experience has overtaken price and product as the key brand differentiator.”
Price ProductCustomer
Experience
#1
The Customer Experience GapYesterday’s Customer
Service Solutions Your Customers
Personalised: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolvingPainful upgrades & maintenance
Not built for speed or mobile
Disconnected customer data
Introducing the New Service Cloud
Personalised service
Smarter support
Go faster
S1 MobileAnalyticsConsole DeskService
CommunitiesSOS for Apps
Deliver the future of customer service. Today.
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
NEWAnnouncing: SOS for Apps
Personalised: Deliver a 1:1 experience in any mobile app
Immediate: Deliver service instantly
Connected: In-context service in any mobile app
Connect 1:1 with personalised service in every mobile app
Personalised
Turn social conversation into social customer serviceIntroducing: Social Customer Care in Service Cloud
Connect social engagement to your business process
Personalised: Deliver responses in-context with connected customer data
Fast: Automatic routing and case creation for quick response
Personalised
Announcing: Self-Service & Community Templates
Mobile: Responsive design to engage on any device
Fast: Brand with drag & drop designer in minutes
Connected to back end customer data for agents to engage in context
Personalised
Deliver personalisation at scale
VIDEO
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
NEWIntroducing: Smart Agent Console
Easy: Drive agent productivity with new, modern layout
Fast: Find and deliver the right answers faster with a single agent view
Omnichannel: Deliver a consistent experience across multiple channels
Smarter
Featuring: The Service Intelligence Engine
NEWAnnouncing: Analytics Cloud for Service
Platform: Integrate all your service data
Easy: Designed for your employees, partners, and managers
Mobile: Your business metrics in the palm of your hand
Smarter
…Any Data
HR Systems
Data
Field Service
Data
WFM Data
Brand Loyalty
Data
Customer Survey Data
Full CTI Data
Product Data
Product Returns
Data
Kate Mirkin Service Cloud Product Marketing
DEMO
Antoine de Kerviler CIO
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
Introducing the New Desk.com
Fast to Get Started: Get up and running in a day
Fast to Connect: Engage customers on all channels
Fast to Grow: Seamless transition to Service Cloud
Fastest path to growing your service
Faster
Fastest Path to Success Starts with the CloudThe Salesforce Advantage
Focus on Growth & Innovation
Faster ROI
Continuous security & performance improvement
Subscription model
Trusted, Multitenant Cloud
Three seamless upgrades per year
Faster
Customers Experiencing Phenomenal Results
+40%increased customer
satisfaction
+42%faster case resolution
+40%agent
productivity+39%
customer retention
+38%Net
Promoter Score
+40%support cost
savings
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.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
Source: Gartner (April 2015)
Deliver the Future of Customer Service. Today.
Smarter Support
Personalised Service
Go Faster
Learn More
salesforce.com/uk/events
27 May 23 JuneTodayWebinar Service Performance
Excellence EventCampground & Workshop
London
Thank you