Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
Salesforce for Service
Transform the Customer Service
Experience
kburton@salesforce.com
Katrin Burton
Director – Service C...
“Customer experience has
overtaken price and product
as the key brand differentiator.”
#1
The Future is All About Customer...
The Conversation Gap
Service communication is transactional, personal communication is
conversational
Skype
WhatsApp
Viber...
Transform the Customer Experience
Innovate FasterSmarter SupportPersonalized Service
Empower agents and
managers with the ...
On Any Channel
“We put the customer, the user, the passenger at
the center of everything.”
Tan Lye Teck – Executive Vice President
A cons...
Live Agent Chat - Connect 1:1 instantly on Any Device
Personalized, real-time online chat with
customers and prospects in ...
SMS Line
Live
Agents
Intelligent
Bots
MessengerWeChat
Salesforce LiveMessage
Seamlessly engage in conversations with your ...
agent productivity
+
28%
Omni-channel routing & supervisor
Instantly route cases to the right agent and make adjustments
i...
“One of our fastest and most
successful customer facing
projects delivered to date”
One of the country’s most recognized b...
EmpowerAgents with an Intelligent Service Console
• Recommended Case Classification
• Recommended Response
• Sentiment Ana...
Customer Satisfaction
Customer Attrition Reduction
Customer Effort Reduction
Employee (agent) Satisfaction
Success with In...
Powered by
Einstein
Intelligent routing
Auto - Response
Happy Customer
Direct Support Agent
Recommend Response
Classificat...
Jennifer Hall
Chief Customer Care Officer
increase in tNPS
+
20
Give customers instant access to help
Make it easy for cus...
Omni-Channel Presence & Routing
Smart, connected support across channels
Intelligent routing
Dynamically route the right c...
Social customer service at 1/6 of the cost of a call center
Listen to conversations across 1 billion social
sources and re...
Put the Right Answers at Agents’ Fingertips
Knowledge base
Articles suggested in the context of solving
cases
Deliver Know...
reduction in
scheduling time
+60%
Intelligent scheduling & dispatch
Automate and optimize scheduling based on skills,
avai...
Field Service is a Huge Growth Area
17% of the total addressable Service Market.
The market is forecasted to grow at 19% p...
Retail Associates Home Health Nurses Field TechniciansFinancial Advisors
Connect Every Mobile Worker to the Conversation
54%
Field Service Management is Challenging
Current systems are inefficient and costly
Siloed teams and processes Poor res...
Industries Ready for Field Service Lightning
Safety & Security
Installation & repair of
security systems
Retail
Big box st...
“Service Cloud enables us to have a tighter long-term
relationship with our customers by putting them at the
center of our...
Video
Continuing Leadership in Customer Engagement
Magic Quadrant for CRM Customer Engagement Center
May 4, 2016; Analyst(s): Mi...
Service Cloud Drives Customer Satisfaction
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015...
Customer Story
20 years of delivering high-speed trains
Reduce the number of applications in call center
Customers expect answers in minu...
“I was used to 10-15%
downtime with Siebel – I have
experienced 0 with
Salesforce to date!”
Philips One EMS is a leader in...
“We now use best-in-class, industry specific cloud
applications to engage our customers.”
Leading provider of pay TV in It...
What is the Opportunity for Salesforce?
• Sony’s contact centres in the region manage a
significant number of customer con...
“We take more orders than
ever with Salesforce.”
Part of $24B European airline
60 Agent Social Media Engagement Hub
Social...
Proactively Communicate To Your Customers - KLM
Customers want to be proactively notified over all channels
about topical ...
“Service Cloud helps
us better serve our
customers.”
DuPont is the world's fourth largest chemical
company
Reduce speed to...
Flexible, Scalable, Metadata Platform
Workflow
Data &
Objects
IdentityAnalyticsCollaborationMobile UI
2,700+ Partner Apps
...
Service cloud bdm days apac
Service cloud bdm days apac
Service cloud bdm days apac
Service cloud bdm days apac
Service cloud bdm days apac
Service cloud bdm days apac
Prochain SlideShare
Chargement dans…5
×

Service cloud bdm days apac

234 vues

Publié le

BDM Day Slides

Publié dans : Logiciels
  • Soyez le premier à commenter

Service cloud bdm days apac

  1. 1. Salesforce for Service Transform the Customer Service Experience kburton@salesforce.com Katrin Burton Director – Service Cloud Alliances
  2. 2. “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
  3. 3. The Conversation Gap Service communication is transactional, personal communication is conversational Skype WhatsApp Viber SnapChat Messenger WeChat Your Company or Agency The Citizen Personalized: want answers wherever they are, in context Smarter: want the right answers the first time Faster: on any device Thousands of Calls Twitter Allo SMS
  4. 4. Transform the Customer Experience Innovate FasterSmarter SupportPersonalized Service Empower agents and managers with the right tools and intelligence Connect 1 to 1 with every customer, anywhere Build and scale at the speed of your customers
  5. 5. On Any Channel
  6. 6. “We put the customer, the user, the passenger at the center of everything.” Tan Lye Teck – Executive Vice President A consolidated platform that integrates CAG's various channels & backend data sources CAG needed a tool to deliver a consistent, quality, first class customer experience to every passengers who arrive, depart or in transit of Changi Airport Terminals. The platform channels & consolidates feedback collected from airport customers via touch-points including websites, emails, the CAG contact centre and instant feedback systems located across CAG airport terminals.
  7. 7. Live Agent Chat - Connect 1:1 instantly on Any Device Personalized, real-time online chat with customers and prospects in multiple languages Flexible routing rules, sneak peek, and keyboard shortcuts to maximize agent productivity Build a smarter team with manager whispering and chat metrics agent productivity + 30%
  8. 8. SMS Line Live Agents Intelligent Bots MessengerWeChat Salesforce LiveMessage Seamlessly engage in conversations with your customers on any messaging app Introducing
  9. 9. agent productivity + 28% Omni-channel routing & supervisor Instantly route cases to the right agent and make adjustments in real time with a full operational view Productivity tools Work faster with macros, recommended knowledge, and a 360º customer view across any channel Powered by Einstein Use intelligence to predict customer needs and recommend solutions Empower every agent & manager to be their best Service Cloud Lightning Console NEW NEW
  10. 10. “One of our fastest and most successful customer facing projects delivered to date” One of the country’s most recognized brands, delivering >90M mail items weekly locally & abroad Service Cloud is managing 30M+ customer interactions annually via multiple channels Strong social brand with >300K followers – we integrated Facebook & Twitter into Service Cloud Delivered Single view of customers with Service Cloud Console. Australia Post live on Social Customer Service in under 3 weeks! Brady Jacobsen, GM Customer Contact Channels
  11. 11. EmpowerAgents with an Intelligent Service Console • Recommended Case Classification • Recommended Response • Sentiment Analysis • Next Best Action • Similar Cases Help agents be their best CSAT increase +29%
  12. 12. Customer Satisfaction Customer Attrition Reduction Customer Effort Reduction Employee (agent) Satisfaction Success with Intelligence Employee (agent) on-boarding time Costs for service operations Increase Revenue
  13. 13. Powered by Einstein Intelligent routing Auto - Response Happy Customer Direct Support Agent Recommend Response Classification - Sentiment - Time to Close Cases and Customer Interactions Our goal for 2017 Case classification Predict common fields which describe the problem Predictive close time Based on other similar issues, predict how long it will take to close the case Recommended response Recommend what the agent should reply based on other Replies, QuickText or Macros Sentiment Analysis Analyse the sentiment trend among the interactions which allow pro-active actions Predict parent-child case relationships Identify Similar problems across incoming cases
  14. 14. Jennifer Hall Chief Customer Care Officer increase in tNPS + 20 Give customers instant access to help Make it easy for customers to get help with In-App Chat, Knowledge, Cases, or Tap to Call Answer questions faster with context Provide the best answer the first time based on where the customer is within your app or website Personalize conversations with SOS video support Deliver one-of-a-kind service with 1- or 2-way video, screen share, and on-screen agent annotation Easily embed conversational service into every mobile or web app Service Cloud Lightning Snap-Ins
  15. 15. 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
  16. 16. Social customer service at 1/6 of the cost of a call center Listen to conversations across 1 billion social sources and respond in-channel Automatic case creation and routing for quick response Provide personalized responses with connected customer data Connect Social Conversations to Your Business Process Increasein customer retention + 34%
  17. 17. Put the Right Answers at Agents’ Fingertips Knowledge base Articles suggested in the context of solving cases Deliver Knowledge in one click to any channel and to any device Expose Knowledge to your website or community Apply knowledge management best practices with KCS verification Faster caseresolutiontime + 37%
  18. 18. reduction in scheduling time +60% Intelligent scheduling & dispatch Automate and optimize scheduling based on skills, availability, and location Manage & enhance productivity Update work orders and track job status on site or in the contact center Dedicated mobile app Empower mobile employees with offline capabilities, instant updates, and knowledge on-the-go Built mobile-first and offline-first to connect your entire workforce Field Service Lightning NEW
  19. 19. Field Service is a Huge Growth Area 17% of the total addressable Service Market. The market is forecasted to grow at 19% per year of companies are still using an on- premise field service solution The global market for field service management is huge and growing $2.4B by FY20 77%
  20. 20. Retail Associates Home Health Nurses Field TechniciansFinancial Advisors Connect Every Mobile Worker to the Conversation
  21. 21. 54% Field Service Management is Challenging Current systems are inefficient and costly Siloed teams and processes Poor resource allocation Disconnected from CRM of companies are using manual methods to handle field service Lack of mobile support Source: Salesforce Service Excellence Survey 2016
  22. 22. Industries Ready for Field Service Lightning Safety & Security Installation & repair of security systems Retail Big box stores...TV installs, etc. Energy & Utilities Solar panel installation, meter reading, etc. Local Municipalities Trash removal, water, street maintenance, etc. Think beyond traditional “hardhat” break-fix Field Service. Any organization with people in the field doing: ● Inspections & surveys ● Deliveries & pickups ● Site assessment
  23. 23. “Service Cloud enables us to have a tighter long-term relationship with our customers by putting them at the center of our business” Stanley Healthcare Connects with Customers in a Whole New Way Support patients, clinicians and senior living residents to provide security and safety Increasing call and ticket volume made delivering efficient service a challenge Allow field technicians to access information and additional support via mobile device Tech support has improved scheduling time by 55% 360°view of the customer saved agents the equivalent of 60 hours a week Technical services saw $11.2M increase in revenue with improved renewal rates
  24. 24. Video
  25. 25. Continuing Leadership in Customer Engagement Magic Quadrant for CRM Customer Engagement Center May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama 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. 8YEARS IN A ROW NAMED A LEADER
  26. 26. 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%
  27. 27. Customer Story
  28. 28. 20 years of delivering high-speed trains Reduce the number of applications in call center Customers expect answers in minutes or hours Service Cloud is at their 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 Antoine de Kerviler, CIO Customer Story “One company had a vision of a global customer and that was Salesforce.”
  29. 29. “I was used to 10-15% downtime with Siebel – I have experienced 0 with Salesforce to date!” Philips One EMS is a leader in cardiac care, acute care and home healthcare Needed flexible system that worked across multiple lines of business Unreliable homegrown system Large scale cost avoidance by moving off Siebel & legacy apps Decreased average handle time by 15% Increased system availability across contact center & field service Philips Decreases Average Handling Time by 15% with Service Cloud Customer Success Story
  30. 30. “We now use best-in-class, industry specific cloud applications to engage our customers.” Leading provider of pay TV in Italy, serving over 13 million viewers Legacy CRM system not flexible across channels Needed self-service, social, and mobile solutions Easily resolve enquiries across channels Transformed customer experience across customer service, billing, and history Reduce average call handling time with Service Cloud Sky Italia - Providing An Omnichannel Experience Chief Technical Officer, Sky Italia EBU
  31. 31. What is the Opportunity for Salesforce? • Sony’s contact centres in the region manage a significant number of customer contacts a year: Everything from product pre-sales to post-sales; telephone calls about product features and price; email requests to clarify setup instructions; live chat to discuss product warranty; product registration information funnelled from web forms • It’s a lot to consolidate and manage, drawing information from service partners and an ERP system Benefits for SONY: • customer cases are managed as one unified agent experience. A single customer view allows Sony’s contact centre agents to quickly pinpoint the right information about customers • Sony is also using Dashboards and Reports to report regional performance and provide managers with real- time reporting across a number of metrics • Able to spot emerging patterns & potential pain points and change its operation accordingly Contact centre & Customer support (B2C)
  32. 32. “We take more orders than ever with Salesforce.” Part of $24B European airline 60 Agent Social Media Engagement Hub Social Profile used for KLM Surprise Twitter support channel powered by Service Cloud Reduced first call resolution rate to 1 hour Awarded Best Digital Marketing NIMA KLM Reinvents Customer Experience with Social
  33. 33. Proactively Communicate To Your Customers - KLM Customers want to be proactively notified over all channels about topical information about the products and services they have purchased With Salesforce Social Customer Service, KLM transformed into a socially connected business that can intelligently and efficiently collect and track all social conversations, measure brand sentiment on the Web, and achieve their goal of one- hour response/24-hour resolution time. And, they introduced the first social media-driven flight schedule, which led to loyal, positive ambassadors for the airline. Proactive
  34. 34. “Service Cloud helps us better serve our customers.” DuPont is the world's fourth largest chemical company Reduce speed to resolution of customer issues Unable to capture and document customer interactions Customer Service teams work collaboratively & consistently Complete view to close cases faster Seamless SAP integration for order processing DuPont Improves Customer Service Across Business Units With Service Cloud Carol Dandolos, Program Director EB U
  35. 35. Flexible, Scalable, Metadata Platform Workflow Data & Objects IdentityAnalyticsCollaborationMobile UI 2,700+ Partner Apps Largest Enterprise Ecosystem Cloud Mobile Social Data Science Trusted Multitenant Cloud Fast App Dev & Customization Customer Salesforce Platform AnalyticsCommunityMarketingServiceSales AppsComplete CRM 4 B Transactions per day External Systems

×