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Salesforce Community Cloud Reimagine Customer, Partner, and Employee Engagement
Todd Goodykoontz Director, Community Cloud Alliances
tgoodykoontz@salesforce.com in/toddgoodykoontz
Forward-Looking Statements
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 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 utilization 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.
Rapid Growth
End the portal era with Salesforce Communities
Customer momentum builds new Community Cloud
Next Gen: System of Record + Engagement + Intelligence
Our path since 2010
that’s us!
We Engage With Communities In Every Aspect of Our Lives
pledged to projects
$1.3B 200k calls to
businesses per day
78m bike rides
shared
2M Votes Cast
85% of B2B
marketers use
94% of
recruiters use to vet
candidates
Today’s Customer Facing Technology Falls Short
Branded and open BUT…
Not personalized or interactive
Websites
Interactive discussion BUT…
Not connected to business processes
Social Communities
Connected to business data BUT…
Not mobile or personalized
Portals
Client Video
Introducing Salesforce Communities
Application (for internal or external users)
Multi device Business Purpose Collaboration / Knowledge Building /
Documents
Secure Data Access
+ + + +
= AP
Is
2,700+ Partner Apps Open Ecosystem
Workflow Data & Objects Identity
Fast App Dev & Customization
Analytics Collaboration Mobile UI
Scalable Metadata Platform
Trusted Multitenant Cloud
+
2010 Chatter
Launched
2013 Communities
Launched
2015 Lightning
Experience
2016 Lightning for Customer, Partner and Employee
Communities
2014 Community
Cloud
that’s us!
Communities Employee, Partner,
Customer
Files Files, Content, Attachments
Chatter Feed, Groups, Profile
7500+ Activated Communities 55M Members
255K Networks 10M Members
>5bn Files 40% Y/Y Growth
Communities Are Transforming Industries 9 Salesforce Communities Go Live Every Day!
July 2013 Today
7,500+ Active Communities
Accelerate Your Business With Community Cloud Average Percentage Improvements Reported By Customers
+36% Employee
Engagement Increase
+43% Partner Sales
Growth
+46% Finding Experts Quickly
+49% Faster
Collaboration
+46% Partner
Engagement Improvement
+47% Faster
Resolution Time
+45% CSAT
Increase via Self-Service
+51% Faster
Response Time
Source: Salesforce.com Customer Relationship Survey conducted March 2013 – March 2015, by an independent third-party, Confirmit Inc. Survey respondents were from over 14,000 business executives/project sponsors and system administrators worldwide, randomly selected.
A System of Record, Engagement and Intelligence
System of Record System of Engagement and Intelligence
Business Data Feed Files Groups Profile
Employee Community Partner Community Customer Community
Community Extends Customer Relationship Management Customer
Communities Partner
Communities Employee
Communities
Multitenant Cloud
Apps Sales Analytics Service Marketing
Online Self-Service
Support Cases
Service Console / KB
Reseller Sales Channel
Sales Opportunites
Configure, Price, Quote
Employee Engagement
IT / HR Cases
HRIS / ECM
Embedded Records Integrated Systems
No Communities
Yes Communities
Community Cloud is a Huge Opportunity in Every Customer
92%
Proportion of Existing Accounts with Communities
…but 92%+ of our customers do not have communities today
…and 20% of Community customers purchased multiple communities
33,000,000 Customers
328,000 Brokers
30,000 Employees
6,000 Service
1,000 Sales
Sales Cloud Connected Agents & Inside Sales
Service Cloud Connected Service Reps
Customer Communities Connected Agents & Customers
Employee Communities Connected Employees
Partner Communities Connected Agents
Multiply Solution Reach with Communities!
Accelerate Sales with Community Cloud Channel Sales Partner Community
Connect channel sales reps with account managers and product experts
Deal Registration
Marketing Fund Requests
Lead Distribution
Access to Experts
Partner Onboarding & Certification
Shared Reports & Dashboards
www.schneider-electric.com
• Creating a global salesforce
• Onboarding and training partners
• Growing each partner’s business
Transforming their go-to-market
Schneider Electric Partner Community
Connect Customers with Community Cloud Customer Self-Service Community
Connect customers with one another and internal service reps
Questions & Answers
Idea Sharing
Case Escalation
Knowledge Articles
Leaderboards
eWay Customer Self-Service
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 community self-service
Lighter agent load reduced average response time from 65 minutes to 16 minutes
Used Community Templates to quickly replace Zendesk and link to a single CRM system
Transform the Workplace with Community Cloud Internal Employee Community
Connect employees through a fully branded, mobile, social intranet
Unified Files Management
Microsoft SharePoint Integration
Employee Help Desk
Chatter Social Collaboration
Business Data in Context
Sky Employee Community
Europe’s leading entertainment company serving 21 million customers across 5 countries
Community self-service reduced employee downtime by £273k per month
Employee Community handles almost 1 million monthly logins from 28,000 active users
App Cloud links 4000 field engineers to the Community over mobile for a seamless UX
Introducing the Buy Button for Every Business Community
Eliminate Friction Discover, research and buy in one place.
Deliver Commerce in Context Recommendations become purchases.
Integrate Commerce without Code Quickly create a whole new sales channel.
Bringing The Salesforce Ecosystem To You
Commerce Social + Surveys
Video Blogs Search/Utility
The Customer Experience Has Many Touch Points
Channel & Service Partners Resellers, contractors and agents
are more engaged, capable and productive.
Customer Driven Decisions Quickly understand changes in
customer sentiment and behavior.
Customer Self-Service Customers can help each other and themselves anywhere, any time.
Online Relationship Extend online brand with constant interaction with and between customers.
Extended Operations Connect employees across organizational boundaries and extend their reach.
Accessible Processes Create cases, update leads, approve expenses from the
community or any device.
thank y u
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