Reimagine Service with Faster, Smarter and More Self Reliant Support

Daniel Kolodynski Service Cloud Account Executive

Niall Murphy Communities Specialist

Webinar with Salesforce

Housekeeping

• All lines are muted •To ask a question, please use the question box on the Go To Webinar tool

• Questions will be answered after the presentation

Agenda & Speakers

• Introduction to Service on Salesforce - Daniel Kolodynski– Salesforce • Demonstration - Niall Murphy– Business Architect, Salesforce •Q&A and wrap up

Questions: • Ask your questions in the questions box on the right of the screen

Future Looking Statements

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialise 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 utilisation 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.

Any unreleased services or features referenced in this or other presentations, 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.

IoT

Data Science

Social

Mobile

Cloud

LAN/WAN

Client

Server

SNA

Mainframe

Terminal

The Age of the Customer Everything and everyone is connected

Millions Thousands Billions connected things of customer interactions

Trillions

It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience

of the Fortune 500 firms from 2000 do not exist

52%

Source: Accenture, Customer 2020

Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

64%

46% 51%

2014 2013 2012

Yesterday’s Customer Service Solutions

The Customer Experience Gap

Your customers

IoT

Data Science

Social

Mobile

Cloud

Help lives in desktop portal Personalized: want answers wherever they are, in context

Smarter: want the right answers the first time

Faster: needs constantly evolving

Disconnected resources and data

Not built for speed

Customers Are On A Journey “Customers Cross 5 Channels When Making Purchasing Decisions”. GOOGLE

1:1 Clienteling Automated Clienteling

MARKETING • Campaign & Audience Management • Consumer Journeys • Display Advertisement • Social Studio (Listen/Engage/Publish) • Analytics (Web and In App Mobile) • Predictive Intelligence & Personalisation • Production & Content Management

CONSUMER APPLICATION (Web and Mobile App) • eCommerce Integration • POS & IOT Integration • Consumer Engagement Apps • Pixel Perfect Design

Master Data • Consumer Master Data • Vendor Master Data • Product and Location

Sales • Consumer Orders

Consumer Service • Live & Video Chat • SOS Button

B2B & Employee Application (Web & Mobile) • Purchase Orders • Store Orders

Community • Vendor Community • Employee Community • Consumer Community

Loyalty Execution Instore IS In

Sto

re Store Services Consumer Services

Product Ratings

Next Best Offer

Live Video Chat

Community

Em

plo

yee S

erv

ices, S

tore

O

pera

tions

Sustainability Click & Collect

Mobile Payments

Pic

k-U

p O

rders

Return Services

Kiosk

Product Rentals Catalogue

Newsletter

Social Consumer Services

Product Information Social Services POS Coupons

Tailo

red P

rom

otions,

Pro

duct P

lacem

ents

Benefits

, C

om

pensation,

Education

Product Recommendations

Consumer Care

Telephony Social

Surveys Chat

Social Media Integration

SEO/SEM

Social Commerce

Content Management Active Audiences

Predictive Selling

Social Push

Social Advertisement

Lookalikes

Digital Channel Services

AdWord Management

Search

Merchandising

Online Shop Services

Assortment Planning

Promotion Planning

Forecasting

Surveys/Audit

Prediction Planning

In Store Operations

Workforce Management

Employee Onboarding

Store Inventory Management

Scheduling

Store Analytics

Store Digitalization

Collaboration

Employee Apps

IoT Services

Automated Services

Automated Replenishments

Recognition

Gamifictation

HR & Employee Services

Recruiting Onboarding Employee Helpdesk

Training Performance Management

Employee Motivation

Media Management

B2B Services

Vendor Onboarding

B2B2C eCommerce

Trade Promotions

Contract Management

Process Payments and Orders

Integration WebServices/ REST API

ANALYTICS • Smart Data Services • Data Sciences

Batc

h A

PI

Integration WebServices/REST API

REST API

Order Management Services

OMS

Stock/Virtual Stock

PIM

Subscription Management

Product Catalogue

Mobile Coupons

Payment Options Wish list/Friends List

Return Management

One Click Shopping Geo Location

Email

Mobile Push

SMS / MMS

Web Analytics

Diagnostics

Geo location/Beacon

One Touch Orders

Robot Clientelling

Cross-Sell Engine

Create and manage orders

Consum

er S

erv

ice E

ngagem

ent

Partner Ecosystem/Integrated Operations

Pro

motions, T

ailo

red C

oupons,

Consum

er,

Info

rmation, M

obile

P

ush

Supply Chain Services

B2B Integration - EDI

Tracking Services

Warehouse Management

SCM Insights/Dashboards

Logistics/Delivery

In-Store Tailored Promotions, Product Placements

Consumer Engagements

Recommendation

Order Processing, Stock Management, Promotions, Shipments

PLATFORM • Integration Services • B2B & Employee Application (Web & Mobile App) • Identify Management • Authentication and Authorization • Mobile • Big Data Objects • Data Management Tools • Data Modeling Tools

Fin

an

ce

IoT • Business Rules & Orchestration • Real-Time Event Processing • Rich Contextual Data at Rest

HOW TO BUILD A SINGLE VIEW OF A CUSTOMER

Knowledgbase

Monitoring Customer Journeys Building A Customer Company in Real-Time

Real-Time Events

Rich Contextual Data

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01

Analyse

Compute The Perfect Response

Deliver The Precise action Proactively and In Context

Service Platform for Customer Success Transform the customer experience with Service on Salesforce

Innovate Faster Build and scale at the speed of your customers

Smarter Support Empower agents and managers with the right tools and intelligence

Personalized Service Connect 1 to 1 with every customer, anywhere

SOS

Self-Service Communities

Unify self-service and community experience

Seamless integration between self-service and assisted service

Build a branded community with Community templates or the drag & drop designer

Responsive design to engage on any device

Help Customers Help Themselves with Communities Self-service and communities

Increase in case deflection

+ 31%

Niall Murphy– Demo Business Architect, Salesforce

“We want to focus on the human side of the business by offering super service with our community.” Matt Bullock, CEO & Founder

• eWay processes 25% of online payments in Australia – 18,000 business customers with 4.6 Billion payments in 2014

• Immediately reduced service tickets by 50% after implementing self-service with Community Cloud

• Lighter agent load reduced average response time from 65 minutes to 16 minutes

• Used Community Templates to quickly replace Zendesk and gain single view of customer from service to sales

eWay Delivers Friction-Free Service with Community Cloud

Provide quality service

to growing customer base

All customers were calling or emailing support desk with even simple issues.

Sales Cloud + Zendesk solution divided view of customer between sales & service.

Create a Single

Customer Platform

Implemented Service Cloud and Customer Community to provide online self service.

Common platform for sales and service enabled single customer record for all interactions.

Deliver Customer

Self-Service

Online self-service provided Knowledge Articles on key subjects.

Quickly expanded customer collaboration using Community Templates and gamification

See Big Time

Results

Reduced support desk cases by 50%

Increased NPS customer satisfaction score from 48% to 63%

Reduced case closing times from 21 hours to 3 hours and lowered response time to 16 minutes

Questions To ask a question, please use the question box on the Go To Webinar tool…

Find out more?

• If you are already a Salesforce customer, then please speak to your AE with any queries or to follow up • Visit our website to learn more about Service on Salesforce: www.salesforce.com/uk/service-cloud • Watch out for a follow-up email next week with a link to this webinar recording • Visit our website to view previous webinars and sign up for upcoming sessions: www.salesforce.com/uk/events/webinars

Thank you