VIDEOEnergy Opener

Deliver the Future of Customer Service. Today.

Bobby Amezaga Director, Product Marketing @bamezaga bamezaga@salesforce.com

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