why tinderbox moved to desk.com and the salesforce1 platform

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Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Post on 17-Oct-2014

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Learn how TinderBox leveraged Salesforce.com's social, mobile and cloud technologies to become a Customer Company and grow on the Salesforce1 Platform.

TRANSCRIPT

Page 1: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Marc Benioff Chairman & CEO

Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Page 2: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Amanda Lester Marketing Comms Specialist

TinderBox @ACLester12

Jesse Kurth Director of Client Success

TinderBox @JKurth

Tony Kavanagh Desk.com Marketing @TK_SF

Presenters

Page 3: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Agenda

•  Introduction (5 mins)

•  Why TinderBox Moved to Desk.com and the Salesforce1 Platform (15 mins)

•  Q & A (5 mins)

•  Demo of Desk.com’s Business Insights (5 mins)

Page 4: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such 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. 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 !nancial 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 #uctuations 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 utilization and selling to larger enterprise customers. Further information on potential factors that could affect the !nancial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent !scal year and in our quarterly report on Form 10-Q for the most recent !scal 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.

Page 5: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

#1 in Cloud Computing and CRM

#1 World’s #1 CRM

Cloud Computing

2011 2012 2013

Market Leader Enterprise,

MidMarket, SMB & Sales Force Automation

Innovation

Page 6: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

The Evolution of Customer Service

100x 1x 1,000x 10x

1980s

Phone

Today

Mobile 1990s

Multi-Channel

2000s

Social

Page 7: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Become A Customer Company: Connect to the Internet of Customers

Connected Employees

Connected Partners

Connected Products

Connected Devices

Connected Customers

Social Mobile

Cloud

Page 8: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Jesse Kurth Client Success, Director - TinderBox

Amanda Lester Marketing Comms Specialist - TinderBox

Page 9: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

•  Cloud-based proposal automation solution.

•  4 Full-Time Agents.

• Moved to Desk.com from Old Customer Solution in March 2013.

• Grows their business with the Salesforce1 Platform using Desk.com, Sales Cloud, Data.com and Pardot.

Q1. Who is Tinderbox?

Page 10: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Q2: How important is customer service to the success of your company?

•  Solid customer services drives more renewals / business.

•  Customer service as a competitive advantage.

•  Lean team appears much bigger.

Page 11: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Q3: When did you !rst realize that you needed a customer support solution and what were you looking for as you started to consider your options?

•  Used cell phone and email for support.

•  The company was evolving; customer support needed to evolve.

•  Needed a comprehensive solution for self-service support and to collaborate on one platform.

Page 12: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Q4: Why did you switch to Desk.com? How was the transition moving from your old solution?

•  The Customer Experience needed greater consistency.

•  Built to scale with the rapid growth of the company.

•  All aspects of the business needed to be on the Salesforce1 Platform.

•  The transition was extremely easy and fast.

Page 13: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Q5: How will the Salesforce1 Platform and Desk.com help Tinderbox grow?

•  Desk.com + Data.com + Pardot + Sales Cloud.

•  Everyone across the business has visibility.

•  Salesforce1 Platform is at the core of TinderBox.

Salesforce1 Mobile App

Salesforce1 Platform

SELL SERVICE MARKET SUCCEED

Page 14: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Q & A

Page 15: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Customer Service Applications for Companies of Every Size

Ent.

Medium

Small

10,000’s Customers

Page 16: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

All-in-One Customer Support App for Fast Growing Companies

Salesforce1 Platform

Simple ∙ Social ∙ Mobile ∙ Superfast

Business Insights

Mobile Access

Simple Setup

Case Management

Self- Service

Universal Inbox

Social Support

Knowledge Base

KnowledgeBase

Page 17: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Demo

Page 18: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Brooke Lane Product Manager Desk.com

Page 19: Why TinderBox Moved to Desk.com and the Salesforce1 Platform

Offer

•  100 FREE Flex Hours with every Desk.com Plus Plan

•  FREE migration to Desk.com

www.desk.com

Page 20: Why TinderBox Moved to Desk.com and the Salesforce1 Platform