Amp  Your  Customer  Service  Stats  and  Improve  Salesforce  Service  Cloud

Today’s  Presenters

Clive  Bearman

Dir  Product  Marketing,  Informatica  Cloud

@cbearman

Justin  Donlon

Senior  Business  Analyst,  Carbonite

@justdonlon

Mike  McDermott

SVP  of  Sales,          Primitive  Logic

@MikMcDermott48

Agenda

• Informatica• Optimizing  Service  Cloud  for  Better  Customer  Support

• Carbonite  • How  Customer  Service  Agents  Use  Real  Time  Data  

• Primitive  Logic  • Service  Cloud  Implementation  and  Data  Management  Best  Practices

• Summary• Q&A  – Next  Steps

InformaticaOptimizing  Service  Cloud  for  Better  Customer  Support

What  Does  Customer  Support  Care  About?

Customer  Satisfaction Mean  Time  to  Resolution

Call  ThroughputAgent  Training  

It’s  a  Balancing  Act

So  We  Look  to  the  Best  Technology  to  Help

Knowledge  Base

IVR

Trouble  Ticket

Email  Response

Chat

Portal

Call  CenterAgent

But  it  Can  Still  Fall  Short

Knowledge  Base

IVR

Trouble  Ticket

Email  Response

Chat

Portal

?Call  CenterAgent

• Missing  email• Duplicate  contact• Invalid  address• Incomplete  records

30  minute  call

Service  Cloud  Optimization

?Call  CenterAgent

“If  your  customer  service  agents  were  more  proactive,  what  impact  would  this  have  on  your  business?”

• Missing  email• Duplicate  contact• Invalid  address• Incomplete  records

Greater  customersatisfaction!

Call  CenterAgent

• Cloud  DI• Cloud  AI• CC360• DaaS

4  minute5  minute  call

Secret  is  to  Manage  Your  Data  and  Workflow

Integrate Cleanse

Automate

Informatica Cloud  for  Salesforce  Success

4000Customers

30+  MajorOEMs

Over 1000 end customers

98%Renewal  rate

300BnTransactions  /  month

CarboniteImproving  Customer  Experience

Carbonite  Overview  and  Speaker  Bio

Justin  Donlon

• Senior  Business  Analyst  within  IT  Business  Applications  department

• Been  with  Carbonite  for  2  years

• Supporting  platform  integration  between  Sales,  Marketing,  IT  and  Analytics

Problem

CRM+

+

CSR Copy  and  Paste Customer

• CSR  manually  searches  for  customer  data  in  home-­grown  CRM,  then  copies  and  pastes  into  Service  Cloud

• Time  consuming,  error  prone,  frustrating  and  expensive  to  import  all  data  into  Salesforce

Architecture

• Trial  Data• Subscription  Data• Account  Data

Application  Integration

CRM

Solution

3. Real-­time  search  based  on  Contact  

Email  address  from  Carbonite  CRM

2. Guide  works  directly  on  the  Case  page

1. Guides  import  trial/subscription  data

Solution

Timeline  of  First  “Real-­Time”  Project

Nov  19th  2014

Dec  4th2014

Dec  10th2014

Dec16th2014

World  Tourin  NYC

InformaticaDemo

POC(2  hours)

ImplementationStart

Production  Rollout

Feb2015

Results

• Saving  at  least  10  – 20  seconds  per  Case  creation

• Material  saving  in  head  count  planning  and  budgeting

• 9  fields  of  valuable  data  automatically  imported  each  time  a  Case  is  created  (instead  of  2  mandatory  fields  that  were  copied  and  pasted)

• Improved  customer  service  reporting  directly  within  Salesforce

What’s  Next  for  Carbonite?

• More  data!• For  quicker  analysis  of  Customer  Support  issues• For  more  self-­service  reporting  in  Salesforce

• Archive  data• Archive  costly  Salesforce  data  to  data  warehouse  and  expose  to  users  via  Informatica Cloud  guides

Primitive  LogicData  Management  Best  Practices  for  a  Successful  Service  Cloud  Implementation

We  provide  clients  full  life-­cycle  consulting  services  from  operational  and  IT  strategy  to  creative  services,  to  IT  systems  architecture  and  systems  integration.

We  have  experience  implementing  call  center  migrations  to  Salesforce  Service  Cloud  leveraging  Informatica  Cloud  Editions.  We  handle  business  requirements,  process  improvement,  business  case  definition,  and  data  architecture  design  to  ensure  a  successful  implementation.

Primitive  Logic,   founded   in  1984,  is  a  leading  business  consulting   and  technology  solutions  firm  that  plans,   architects  and  implements  innovative  operational  and  customer  relationship  management  solutions  using  proven  web,  mobile  and  cloud   technologies.

Website PrimitiveLogic.comCompany Privately  Held  Management  ConsultancyLocations San  Francisco  (HQ),  Los  Angeles,  San  DiegoSize 200+  ConsultantsFounded 1984

Data  Management  Best  Practices  for  a  Successful  Service  Cloud  Implementation

Proper  planningBEFORE

starting  implementation  

Understand  your  data  requirements

Utilize  workflow  automation  and  real-­time  integration

Proper  Planning

• What  are  your  customer  service  improvement  objectives,    measureable  KPI’s  and  why  are  you  implementing  Service  Cloud?

• Have  you  identified  and  got  buy-­in  from  all  key  stakeholders?• Have  you  properly  captured  requirements  and  identified  business  processes  that  can  be  improved  and  automated?  

• How  will  you  cleanse  the  data  going  into  Service  Cloud?• Does  your  implementation  plan  and  estimates  align  with  your  objectives?

Understand  your  Data  Requirements

• Define  the  data  models,  sources,  policies,  rules  that  govern  whichdata is  required,  how  it  is  stored,  arranged,  integrated,  managed  and  put  to  use  in  your  Service  Cloud  solution.

• Make  decisions  what  data  to  replicate  and  in  real-­time  in  data  modeling  phase.  

• Avoid  unnecessary  additional  data  storage  costs  with  Salesforce.• Know  what  data  is  needed  today  and  in  the  future  for  each  Service  Cloud  environment  (Production,  Test/QA,  Development).

• Don’t  forget  to  a  plan  for  your  reference  data  such  as  manuals,  product  data  sheets,  SOP’s,  digital  assets,  etc.

Understand  your  Data  Requirements

• Utilize  Informatica  Cloud  to  more  effectively:• Prepare,  manage  and  protect  data  all  in  one  platform.  • Cleanse  your  data  and  avoid  duplications  using  Data  Quality  and  Address  Doctor.

• Secure  and  mask  your  customer  data  with  Test  Data  Management.• CC360  to  integrate  and  consolidate  data  from  multiple  systems,  validate  point  of  entry  data  via  business  rules  to  provide  a  single  view  of  my  customer.

Integration  Wizard

Mapping  Designer

Data  Masking

Workflow  Automation  and  Real-­Time  Integration

• Access  data  in  real  time  and  in  context  to  improve  the  CSR  user  experience  reduce  call  handling  times,  increase  first  call  resolutions  and  increase  customer  satisfaction.

• Automate  business  processes  and  workflows  to  increase  CSR  efficiency.• Utilize  the  Informatica Secure  Agent  that  provides  a  seamless  integration  between  cloud  and  on-­premises  data  sources  for  both  batch  and  real-­time  use  cases.  

Take  Away  Tips

• Proper  planning  focused  on  data  requirements  will  yield  desired  benefits

• Use  Informatica Cloud  offering:• Data  Quality  • Data  Integration  • Real  Time  • CC360  for  Customer  Master  Data  Management

• Leverage  Primitive  Logic  experience  to  help  with  your  implementation.

Summary  &  Questions

Summary  – Optimize  Service  Cloud  for  Better  Customer  Support

• Great  Customer  Support  Needs• Great  tools  (like  an  optimized  Salesforce  Service  Cloud)• Education• Process• Great  CUSTOMER  DATA!

• What  You  Need  To  Make  Data  Great• Integration  (for  a  complete  view  of  customer  data)• Cleansing  (aka  Data  Quality)• Automation

Q&A  -­ Next  Steps

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