Mobile Self-ServiceMobile Self-ServiceThe Next Generation of Customer Service

Michael Chou, Salesforce.com, Director of Product Management@mchou

Daniel Walsh, Salesforce.com, Director of User Experience@daniel_walsh_

Mary Pat O’TooleMary Pat O’Toole

Director of Sales Resource & Development

Avis Budget Group

JP RegitJP Regit

CoE LeadPwC

Guest SpeakersGuest Speakers

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Agenda

- Why Mobile Self-Service

- Customer Presentation – Avis Budget Group

- Partner Presentation – PricewaterhouseCoopers

- Salesforce Mobile Solutions- Service Cloud Mobile Self-Service

- Future of Responsive Self-Service

- Future Vision of Self-Service

- Q&A

Why Mobile Self-Service?Why Mobile Self-Service?

Why Self-Service?

Reference: Forrester.com, Gartner.com, HBR.com, Intelliresponse.com

Impact of Self-Service-Better use of their product-More collaboration between users-Increase in agent productivity-Decrease in case volume-Increase in customer satisfaction

91%of customers

would use self-service if it

were available

72%of people think self-service is a fast and easy way to handle

support issues

45%of customers abandon online purchases if they can’t find

info quickly

Your Users Are Increasingly on Mobile Devices

Mobile devices have become ubiquitous and increasingly the primary way users communicate and find information

Reference: Mary Meeker - Internet Trends (December 2012)

Your Users Already Use Mobile Self-Service

Self-Service on mobile devices is already here with 30%+ user adoption

Reference: Frost and Sullivan Analysis, 2012

Customer Service is Changing

Through 2015, the dominant themes in CSS will be peer to peer or social customer service processes, application migration to the cloud [SaaS], and support of mobile consumers

Reference: Gartner – ‘Agenda for Cust. Strategy & Experience Management, 2012’

Mobile as a CSS Channel is Emerging

And the Opportunity is Huge

Reference: Gartner Enterprise Software Forecast Q2 2013

Convenience Timely

Ease of Use

The Future of Mobile Self-Service

Mary Pat O’TooleMary Pat O’Toole

Director Sales Resources and Development,

Avis Budget Group

Director Sales Resources and Development,

Avis Budget Group

How We Use Salesforce for Mobile Self-Service

- Mobile Optimized Website- Get a Quote, Look Up Reservation, and FAQ- Rolled out first in the UK end of 2011

- FAQ uses Salesforce Knowledge

- Available in the UK, France, Germany, Spain, and Italy

Device Demo

Benefits of Using Salesforce Knowledge

- Easily support both desktop and mobile channels- Did not have to maintain multiple article versions for each

channel

- Simple authoring and publish workflow

- Easily maintain 5 different languages for 5 different sites

- Powerful reporting capabilities- Able to report on most frequently viewed & highest rated

articles- Can update articles that are not helping

Impact on Avis Customer Service

- Seeing growth of the mobile web channel in the region of traffic doubling every six months

- Reduces number of calls & call time to call center

- Mobile experience enhances Avis’ leadership position in offering a seamless customer centric experience

- Next enhancements to further improve customer service- More channel relevant experience (mobile vs. desktop)- Bring in more customer/rental specific information- Utilize contextual information (e.g. location, vehicle) to provide more useful

information

Our Plans for the US

The Avis Car Reservation Application makes renting a car even easier:-Create a new reservation or view, modify or cancel an existing reservation.

-Store your profile and reservation preferences for future use.

-Find any Avis location by searching on Airport, Address, or Zip Code or view a list

of rental locations in close proximity.

-Find your closest Avis location, with details on hours of operation, address and

phone number.

-Quickly access recent iPhone rental locations.

-Get even more details about the vehicles available within a specific car group.

-Get roadside assistance when you need help

JP RegitJP Regit

CoE Leader, PwC

@jpregit

CoE Leader, PwC

@jpregit

All about PwC

From strategy through execution, PwC helps create the

customer‑centric organization

Extensive cross-functional knowledge of customer operating environments

Deep relationships with global organizations across all industries

Change management experience in complex transformational contexts

Proven methodology used across hundreds of clients globally to enable a

successful transformation engagement

Post ‘go-live‘ support models

Booth West 501

Booth North 1307

SDK Development High Flexibility on Mobile Approach

• Provides both native Objective C iOS SDK or Java Android APIs.

• Integrated with PhoneGap mobile platform as a native container for HTML5 based

hybrid apps, either on local or remote base.

• Client OAuth authentication API support reduces the effort and complexity for

integrating mobile applications with enterprise security management from

Salesforce.com.

Simplified Getting Started Process with NPM• Build in place Hybrid Mobile app project template for quick start.

• REST API with all infrastructure classes for making the data access as easy as

possible.

Decision Process Key Considerations

• User Experience, look & feel

• Performance

• Development speed and cost

• Required knowledge

• Data persistence

• Cross-platform support

PwC’s Strategy• Starts from native with iOS devices as it has been proven a most popular & secured platform

for enterprise mobile solutions.

• High performance with rich user experience which brings high visibility.

• Quick turn around as economic solution on single platform.

Device Demo

Patient Portal Field Service Professional

Simplified work flow on saving operation costs Reduced paper work and manual processes as a result of our mobility solutions Innovative mobility features to bring added value for enterprise clients

Challenges and Outcomes Challenges

• Various visions & requisitions on skill sets, backgrounds.

• High expectation on performance, user interactions.

• Economic, economic, economic ….

PwC Solutions CoE driven resource pool to glue PwC expertise of a broad range from Industry, Salesforce &

mobility. Agile base collaboration mode to have the work delivered in a responsive way with less latency.

User centric UX design for easy of use, touch & tap user experience. SOA base architecture design via utilizing Salesforce’s out of box libraries, REST APIs .

EfficientEfficient

EffectiveEffective

EconomicEconomic

Building Apps on SalesforceBuilding Apps on Salesforce

Downloadable app for accessing Salesforce data from a mobile

device

Mobile AppExchange for discovering purpose-built apps or

vertical solutions by industry

Custom mobile apps designed and built by you or

an ISV partner

Salesforce Has The Answer For Every Mobile Need

Salesforce1 App Platform Marketplace

Salesforce Platform Mobile Services

http://developer.force.com/mobile

Service Cloud Mobile Self-Service ApplicationService Cloud Mobile Self-Service Application

Current Mobile Applications

PKB3 Mobile Self-Service

Device Demo

Service Cloud Mobile Self-Service

Fully Configurable

- Knowledge, Q&A, Cases, Live Agent, Call an Agent

Compatibility-Web-application delivered through mobile browsers-Optimized UI for Phones-Tested on iPhones and Android Devices-Users can authenticate using:

- Facebook Profile- Portal Licenses- Chatter Communities Licenses

Available as an unmanaged

package in the AppExchange

The Future of Responsive Self-ServiceThe Future of Responsive Self-Service

Our Vision

Superior self-service that is easy to setup and optimized for any device

Building Self-Service using Site.com

Desktop Demo

Daniel WalshDaniel WalshDirector of User Experience

@daniel_walsh_

Director of User Experience

@daniel_walsh_

A Unified ExperienceA Unified Experience

Search Knowledge Articles

Q&A Discussions

Best Answer.

Idea. Feature request.

Design PrinciplesDesign Principles

1 Content first – deemphasize chrome and controls

2 Simplify and reduce – show only what’s necessary

3 Provide visual cues – help orient the user when

things happen

4 Stay consistent – prevent confusion and unexpected

behavior

5 Delight users – create an enjoyable sense of

playfulness

Install graphic card

Mary Pat O’TooleMary Pat O’Toole

Director of Sales Resource & Development

Avis Budget Group

JP RegitJP Regit

CoE LeadPwC

Daniel WalshDaniel Walsh

Director of User ExperienceSalesforce.com

Michael ChouMichael Chou

Director of Product ManagementSalesforce.com