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Salesforce for Communications
Exceeding Customer Expectations
Andrew Baer SVP, Salesforce Industries Communications and Media [email protected]
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 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.
Safe Harbor
Our Mission: Connect With Your Customers in a Whole New Way
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer interactions
connected things Billions Trillions
LTE
Mobile
Cloud
Millions
Growth in Communications Driven by Customer Success
The Comms Industry Is Experiencing a Radical Transformation Rapid disruption, and revenue & margin pressures
Video Disruption Connectivity Disruption Industry Consolidation Connected Life Services
Know Me Give Me Control Adapt to My Situation
Help Me as a Team
M a k e I t S i m p l e
Pressures Are Accelerating the Pivot to the Customer Customer Expectations Are Cross Industry
But Communications Companies Are Not Keeping Pace
Service Providers Customers
* Satmetrix Benchmark 2014
Customer Service
14NPS average in telecom
72NPS for new entrants*
Sales & Order Management
Service Providers Must Reimagine Engagement
Become Agile New services, business models to address disruption and changing needs
Regain Customer Trust 1:1, omni-channel, simplified customer journey
Monetize Customer Data Leverage data science to monetize new services, business models
A conversation with Jason Butcher Head of Enterprise Sales Tools & Enablement
Vodafone Puts the Customer at the Center of Everything Global Operation Strengthened by 1:1 Engagement
• 438 million mobile customers • 93,000 employees • Mobile operations in 26 countries and network partners in 50+ more
COMPANY SNAPSHOT
WHAT VODAFONE WANTS TO ACHIEVE FOR CUSTOMERS • Always best connected • Unmatched customer experience in store, online, & on the phone • Integrated, worry-free solutions
To b
e on
the
scre
en d
urin
g th
e in
terv
iew
Systems of Record
Not Customer-centric Siloed touch points with limited/no mobile or social deliver inconsistent, impersonal journeys
Not Agile Complex integration & customization prevents launching new services & business models fast
Not Data-driven Data silos prevents 3600 view of customer needed to monetize customer data
Reliance on Systems of Record Prevents Customer Focus Optimized for Transaction Processing, Not Engagement
Billing Order Management
Provisioning Service Assurance
Product Master
WFM TN Mgt Serviceability
Systems of Record
Service Providers Need a Single System of Engagement
Billing Order Management
Provisioning Service Assurance
Product Master
WFM TN Mgt Serviceability
System of Engagement
Mobile Cloud Social
Data
Science
Customer-centric Omni-channel, mobile & social for consistent, simple, 1:1 customer journey to build trust
Agile Cloud-based open system with easy integration, configuration & extension for business agility
Powered by Data Science Customer intelligence around profile, usage and behavior accelerates monetization
MDU Self Service
.COM Social Care
Field Techs
Direct Sales
Indirect Channel Retail
Call Centers
eCare Apps Comm- unities
Salesforce Works with Your BSS/OSS Environment
Product Catalog Marketing Sales Customer
Management Order Capture Trouble & Case Management
Billing Inquiry & Resolution
Network
Rating & Billing
Service Assurance
Problem Management Diagnostics
Billing
Order Management
Product Master
Order Orchestration Supply Chain Workforce
Management
Order Management
Provisioning Activation
Service & Resource Inventory
Billing
Rating & Billing
Policy & Real-time Charging Mediation
Orders Trouble Tickets Billing Product
s Inventory Scheduling
Common Objects
Channels Retail Indirect Channel
Direct Sales MDU Call
Centers Field Techs
Self Service.com
eCare & Social Care
Commu-nities Apps
BSS
OSS
Network
Telephony
Customer Success Platform for Communications Powerful Communications Solutions for Both B2B and B2C
Connected Customer: Create 1:1 Journeys Design the journey Personalize content Generate demand
Subscriber Ordering: 1:1 Omni-channel Journey
Find & learn Configure & collaborate
Capture & validate
Subscriber Service: 1:1 Omni-channel Service
Understand context Diagnose problems Resolve the issues
Lead-to-Order: Increase Revenue in B2B Sales
Improve customer interaction Configure-Price-Quote
Order management
Customer Success Platform for Communications Cloud Mobile Social Data Science
The Only Agile Omni-channel Platform for Engagement Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer
Enterprise Multi-Tenant Cloud for business and IT agility
A Single Omni-channel Platform for effortless journeys everywhere
Cloud Collaboration to harness crowd sourcing and social interactions of employees, customers, partners, and networks
Proven Technology Sales, Service, Marketing, Communities, Analytics, Apps
Complete CRM
Analytics Community Marketing Service Sales Apps
Trusted Multitenant Cloud
Scalable Metadata Platform
Customers Sales Reps Call Center Reps
Field Service
Order Operations Partners
Subscriber Service
Business Customer Lead to Order
Connected Customer
Subscriber Ordering
Industry Solutions
Open Ecosystem Orders Services Network Devices Billing
Accounts Assigned Products
Proven Customer Success
Used by more than 20,000 B2C call-center agents
Launched project in a fraction of
anticipated time
Full Siebel replacement
Full Omni-channel transformation
integrated with 40 back end systems
Scalability Agility Trust Openness
Demonstration Retail Experience Mark Woodward, Salesforce Master Solution Engineer
Thank you, London!
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