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Safe Harbor“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements, the achievement or success of which involves risks, uncertainties, and assumptions. If any such risks or 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with possible fluctuations in our financial and operating results; our rate of growth and anticipated revenue run rate, including our ability to convert deferred revenue and unbilled deferred revenue into revenue and, as appropriate, cash flow, and our ability to grow deferred revenue and unbilled deferred revenue; errors, interruptions or delays in our service or Web hosting; breaches of our security measures; the financial impact of any previous and future acquisitions; the nature of our business model; our ability to continue to release, and gain customer acceptance of, new and improved versions of our service; successful customer deployment and utilization of our existing and future services; changes in our sales cycle; competition; various financial aspects of our subscription model; unexpected increases in attrition or decreases in new business; our ability to realize benefits from strategic partnerships; reliance on third-party computer hardware and software; the emerging markets in which we operate; unique aspects of entering or expanding in international markets; our ability to hire, retain and motivate employees and manage our growth; changes in our customer base; technological developments; regulatory developments; litigation related to intellectual property and other matters, and any related claims, negotiations and settlements; unanticipated changes in our effective tax rate; factors affecting our outstanding convertible notes and credit facility; fluctuations in the number of shares we have outstanding and the price of such shares; foreign currency exchange rates; collection of receivables; interest rates; factors affecting our deferred tax assets and ability to value and utilize them, including the timing of achieving profitability on a pre-tax basis; the potential negative impact of indirect tax exposure; the risks and expenses associated with our real estate and office facilities space; and general developments in the economy, financial markets, and credit markets. !Further information on these and other factors that could affect the financial results of salesforce.com, inc. is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. !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 their purchase decisions based upon features that are currently available. !
Deliver the Future of Customer Service. Today.
Edward Wall Regional Vice President [email protected]
120+ Features Delivered This Year
Knowledge One Article Create & Share
Live Agent Right-to-Left Languages
Live Agent API New Methods
Live Agent API New Visitor Resources
Open CTI New Directory Methods
Console Integration API New Methods
Related Lists Console Component
Topics List Console Component
Add Call Data to Interaction Log
New Lookup Components Interface
File Transfer in Chat (Pilot)
Supervisor Tab in Console
Attach Records to Chat Transcripts
New Chat Transcript Fields
New Chat Transcript Events
Live Agent Deployment API
Multi-Monitor Support
Console Multi-Components
Sidebar Styles for Console
AppExchange Lookup Components
Add Code Samples in Communities
Social Customer Service
Inline Email Images
New Chat Routing Rules
Service Communities Templates
Social Customer Service Moderation
Social Customer Service Quick Text
Retweet Social Post in Case Feed
Compact Case Feed
Rename Case Feed Actions
Service Communities Templates (GA)
Social Customer Service Starter Pack (Pilot)
Google+ Social Customer Service (Pilot)
Sina Weibo Social Customer Service (Pilot)
SCS Common Setup Defaults
Social Account Authentication in Salesforce
Custom Console Colors (Pilot)
Smart & Simple Agent Console
Lookup Component Multiple Columns
Related List Items Hover
Lookup Component Inline Editing
Vertical Autosize Stacked Component
Navigation Tab Setup Warnings
We’re Committed to Your Success120+ features delivered this year
Spring Summer Winter
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.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. 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 Customer Engagement Center
April, 2014Analyst: Michael Maoz
Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
+40%increased customer
satisfaction
+42%faster case resolution
+40%agent
productivity+39%
customer retention
+38%Net
Promoter Score
+40%support cost
savings
Customers Experiencing Phenomenal Results
Source: Customers 2020 Report
“Customer experience has overtaken price and product as the key brand differentiator.”
Price Product Customer Experience
#1The Future is All About Customer Experience
The Customer Experience GapYesterday’s Customer
Service Solutions Your Customers
Not built for mobile Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected customer data
Not built for speed
Deliver the future of customer service. Today.
Introducing Service Cloud1
Personalized service !
Smarter support !
Start faster
S1 MobileAnalyticsConsole Desk1Service
CommunitiesSOS for Apps
NEWAnnouncing: SOS for Apps
Personalized: 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 personalized service in every mobile app
Personalized
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
Personalized
NEWIntroducing: Smart Agent Console
Easy: Drive agent productivity with new, modern layout
Fast: Find and deliver the right answers faster with next-gen search
Feed-first: Create, manage, and view cases in new Compact Feed to do more with less
Smarter
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
DataCustomer
Survey Data
Full CTI Data
Product Data
Product Returns
Data