SalesForce Knowledge: The Power of the Right Answer

Frédéric Ghirardi, Orange GroupTy Patterson, WachoviaChet Chauhan, salesforce.com

Track: Service & Support Executives

Salesforce.com Acquired InStranet in Aug’08Technology Leader for CSS Knowledge Management

Industry-leading Knowledge Base

Proven Choice for 350,000 Global Agents

Game-Changing Technology

acquired:

Salesforce Knowledge Delivers A New Model For Success

Dimensions Cross-Channel

Knowledge Analytics

Find Just the Answer You Need, and Nothing You Don’t

Consistent knowledge across all service & sales channels

Find the knowledge gaps and track usage

Time to SuccessRapid deployment and adapt quickly as business changes

First call resolution

Self-service deflection

Call handling time

Frédéric GhirardiDirector of Group Customer Service

Management & E-Care Support

Our Vision : From product, process or channel specific CRM to customer centric CRM

Sales Sales forces

automation (SFA)

Lead & opportunity management

Guided Selling

Contact management Contact history

Direct sales Indirect sales

Web IVR, Wap SMS, MMS USSD, ...

Interaction management

Call center

Customer

Point of sale Self service Phone Mail E-mail

Multi channel management

Predictive models

Predictive models

Customer analysis

Customer analysis

CustomerSegmentsCustomerSegments

Campaign management

Decisioning (CRM/A)

Business rules

Next Best Activity & Deal Calculator

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Order Support Order

capture and validation

Order follow up and delivery control

Trouble ticketing (cust. view)

Complaints Information

(invoice) Problem

follow up

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5 countries Deployed With Salesforce Knowledge Today

Development Phase 2

Orange UK

Orange Romania

Orange Switzerland

Orange France

Mobistar (Belgium)

Orange Poland

Orange Spain

ProductionEvaluation

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All Support, Sales and Product Content Accessed Using Salesforce Knowledge

Devices Support documentation Marketing / Sales

Datasheets –Handset–Box–Business cards–Accessories–Home phone

BugsFirmwaresUser guide, manuals

Hints & tips

How to

Diagnostics, Scripts

Procedures

Offers

Products

Services

• Each subsidiary manages the same kind of content locally

• Huge opportunity to share not only Salesforce Knowledge but also the content across subsidiaries