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Energy Opener
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Jak pozna Klienta, czyli obsuga od podstaw z Service CloudEdyta
ZenczykowskaSalesforce.com
Slide Tips:Thank the customer for their timeLet them know that
this is all about them (the customer)Encourage them to make it
interactive
Talk Track:Hi Everyone, my name is ___________ and Im a
___________ at Salesforce. At Salesforce, it is our goal to make
our customers successful. The world is changing, and giving us
amazing new opportunities to understand and connect to one another.
Its time to get ready for a new kind of customer success. And were
going to show you how to do that with Salesforce.
Forward-Looking Statement
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.
Key Takeaway:We are a publicly traded company. Please make your
buying decisions only on the products commercially available from
Salesforce.
Talk Track:Before I begin, just a quick note that when
considering future developments, whether by us or with any other
solution provider, you should always base your purchasing decisions
on what is currently available.
Klientw wydao wicej pienidzy poniewa Pozytywnie ocenili
komunikacj i obsug75%Zakupy w innym miejscu
Source: Gartner, Agenda Overview for Customer Strategy and
Experience Management, Jan 2, 2013Zadowoleni Klienci s lojalni i
wydaj wicej
Today, the devices, networks and computers we use to to connect
are all changing. And this is critical because business is moving
faster as well. And were all connected across our companies, with
partners, and with customers. The Internet of Customers redefines
how we sell toand even WITH customers.
Czy Twj system nada za wyzwaniami nowej Ery?
Czy Twj Klient moe poczy si z Twoj firm kiedykolwiek i
gdziekolwiek?Czy Twoi pracownicy maj narzdzia, aby szybko
odpowiedzie na pytania Klienta ?Czy Twoi menaderowie posiadaj
waciwe dane, aby podj najlepsze decyzje?
The social and mobile revolutions have changed customer service
forever. Customers now hold the power and they expect companies to
be able to provide support anywhere, anytime. BUT do you have
systems that can meet those expectations? Are your customer service
tools and processes built to meet the needs of the social and
mobile customer today?
- Can your customers connect with you anytime, anywhere?- Do
your agents have tools to respond quickly and make customers happy?
Do your managers have the right data to make the best
decisions?
[Note: this is a great time to pause and do some discover. Which
of these areas does your prospect care most about? What are their
pains? Customer satisfaction? Customer retention? Net promoter
scores? Agent productivity? Are your agents jumping in and out of
multiple systems everyday? Cost reduction? Analytics/data? Keep in
mind VPs of Customer Service are very focused on metrics and KPIs.
Now you can use this information to frame the rest of your
discussion.]
6
Salesforce jako lider w obszarze obsugi Klienta#1 Contact Center
Search#1 Web SupportLeader: Customer Case Management
Grand Stevie Award
Leader: Customer Engagement Center
Market LeadershipProduct LeadershipCustomer Success
Leader: Customer ServiceSource: Gartner, Magic Quadrant for the
CRM Customer Engagement Center, Michael Maoz, April 2014. The
Forrester WaveTM: Customer Service, Solutions for Enterprise
Organizations, Q2 2014, Kate Leggett, 4.7.2014.
+200% wzrost zadowolenia Klientw
+25% wzrost zadowolenia Klientw+95% wzrost zadowolenia
Klientw
+28% wzrost zadowolenia Klientw
The Service Cloud is the market and product leader in the
industry.In fact, if you look at any third party metrics whether
its from firms like Gartner, IDC, Forrester or others the Service
Cloud from salesforce.com is recognized as the #1 leader in
Customer Engagement Center.And if you look at various industry
awards and accolades, we win these year after year.But the measure
of success that is most important and meaningful for us is the
success our customers achieve through their use of the Sales
Cloud.Weve got customers of all sizes that are B2B and B2C, that
operate from a range of different geographies, and are in many
different industries all of whom use the Service Cloud to connect
with their customers.
Wieloletni lider wedug Gartnera 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. The Gartner
document is available upon request from Salesforce.
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 or other
designation. 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 CRM Customer Engagement Center
April 27, 2015Analyst(s): Michael Maoz, Jim Davies
Source: Gartner (April 2015)Gartner has positioned Salesforce
highest for ability to execute and furthest for completeness of
vision in the Leaders quadrant.
6z rzdulat
And this commitment to your success, this partnership with you
our customers has led to an unbelievable achievement. For an
incredible 6th year in a row we have been recognized by Gartner as
a leader in the Magic Quadrant for Customer Engagement. We share
our success and our results with you our customers.
Platforma Service Cloud stworzona dla sukcesu Twoich Klientw
InnowacyjnoZbuduj nowe dowiadczenia dla swoich Klientw
Mdre wsparcieWyposa agentw i kadr zarzdzajc w odpowiednie
narzdzia i rozwizania
Spersonalizowana obsugaPoczenie 1 do 1 z kadym Klientem,
gdziekolwiek
SOS
Phillips uses Service Cloud to give 7,000+ call center and field
service engineers in its global healthcare division, the complete
customer views they need to provide real-time service.
The Service Cloud is worlds #1 service platform allowing you to
support every customer, anytime, anywhere.
Service Cloud is built right on the Salesforce1 Platform so you
can connect your customers to your agents faster from anywhere.
Agents can service smarter with collaboration, mobile service and a
smart, simple console for a 360 view of the customer. And as
Philips showed us, personalization is so critical, weve given
service agents more tools and information available to deliver 1:1
customer Service every time.
Desk is a turnkey, out of the box app that you can get up and
running over night. Service Cloud is a customizable platform.
Salesforce is the only company that can provide a service solution
that scales.
Service Cloud napdza zadowolenie Klientw
Source: Salesforce Customer Relationship Survey conducted March
2015 - May 2015, by an independent third-party, Confirmit Inc., on
4,600+ customers randomly selected. Response sizes per question
vary.redni procent postpu zanotowany przez Klientw Salesforce
+ 45%Retencja Klientw+ 45%Zmniejszenie kosztw obsugiSzybsze
rozwizanie zgoszenia+ 48%+ 47%Wydajno Agentw
Wzrost Zadowolenia Klientw+ 45%
The Salesforce Service Cloud is helping companies succeed across
all Service metrics. Our customers have seen, on average, a 45%
increase in customer retention, 45% decrease in support costs and
agents are now 47% more productive
And of course all of these metrics lead to the most important
metric, which is a 45% increase in customer satisfaction
About the Metrics: Salesforce, has released the results of its
biannual customer relationship survey conducted by independent
research firm Confirmit Inc. A total of 4,626 responses to the
survey were received from English, French, German, Japanese,
Spanish, Portuguese, and English UK speaking customers worldwide.
The respondents were randomly selected and represented
organizations of all sizes, across the globe, from 72 countries,
and 15 industry sectors. Response sizes per question vary. When
survey respondents were asked about percentage improvements in
performance metrics, the survey found these average improvement
achievements: 52% faster response to customers, prospects,
employees, and/or partners; 51% faster collaboration; 49% faster
resolution time; and 49% faster decision making. Results are for
public use.
Confirmit helps businesses operationalize feedback to drive
change throughout their organizations using the worlds most secure,
reliable and scalable solutions for Voice of the Customer, Employee
Engagement and Market Research programs.
Spersonalizowana obsuga 1 do 1 przez aplikacj mobilnSOS dla
aplikacjiSpersonalizowane: 1 do 1 obsuga z opcj video na ywo i
adnotacjami na ekranieNatychmiastowe: Wstaw przycisk pomocy, aby
zaangaowa Klientw z kadego miejsca Poczenie: Dostarcz odpowiedzi w
kontekcie, w dowolnej aplikacji mobilnej
Widok po stronie AgentaWidok po stronie Klienta
SOS
SOS
Now you can with SOS for Apps. This amazing technology allows
any company to embed service in any mobile app. Your customers can
get the help they need at the touch of button. With SOS for APPs
you can connect 1:1 with your customers instantly to deliver
personalized service. With SOS for Apps you can service your
customers in the context they are interacting with you. Now that is
personalized service and personalized customer experience.11
Pocz samoobsug z dowiadczeniami spoecznociowymiBezproblemowa
integracja samoobsugi i obsugi wspomaganejZbuduj swj wasny portal
spoecznociowy przy uyciu formatw Salesforce Community albo uyj drag
& drop designerPom Klientowi, aby pomg sobie samSamoobsuga i
Spoecznoci
Self-Service Communities
Note integrated with knowledge and communities
But in todays connected world, you must be able to deliver
personalization at scale. And the way to do this is to provide an
incredible self-service experience across every device and leverage
the intelligence of the community.
With Service Communities, any company can help customers help
themselves and each other. Salesforce has unified the self-service
and community experience so that customers have one place to go for
answers. Service Communities allow you to easily and quickly create
fully branded communities where your customers can ask questions
and help each other. With a single search they can find answers
that live in your knowledge base or in past community discussions.
And since the community is only as good as the answers that it
provides, you can insure no question goes unanswered with workflow
rules to automatically create and route cases to agents, who can
provide answers in-context since Service Communities are connected
to your customer data.
The result? Reduced support costs with support via self-service,
and increased brand loyalty and customer satisfaction.12
Dostarczaj usugi z dowolnego urzdzeniaUsugi mobilne Mobile
First!Mobilny dostp do Cases (zgosze), Communities (portali
spoecznociowych), Knowledge (bazy wiedzy)i Live Agent (czatu na
ywo)Proste ustawienia i pena gama opcji
konfiguracyjnychZoptymalizowane pod ktem dowiadczenia on-the-go
Salesforce1 Appdla pracownikw
Serwis mobilny dla Klientw
Mobile Services
Mobile self-service give your customers they answers they need,
whenever they need them. Help customer tap into tools tools like
communities, knowledge, and live chat right from their phone.
Simple, declarative setup and full customization means getting your
customers up and running faster.13
Pocz rozmowy w mediach spoecznociowych z Twoim procesem
biznesowymObsuga poprzed media spoecznocioweNasuchuj dyskusji w
mediach spoecznociowych na temat swojej marki/produktu i odpowiadaj
w danym miejscuAutomatyczne tworzenie zgoszenia i przydzielanie do
okrelonej osobyDostarczaj spersonalizowan odpowied bazujc na
scentralizowanych danychWzrost retencji Klienta+ 34%
Social Customer Services
There are billions of brand conversations happening every day,
whether you are listening or not. Customers have taken to social
not just to voice their complaints but to ask for help.
And in this connected world, their expectations have changed.
Today, almost 1 in every 2 (42%) social users expect a response
from your company within 60 minutes and a day is too late.
Customers want to connect to your company regarding their problems.
More and more customers expect service over social media channels
like Twitter and Facebook.
Differentiate your brand with Personalized service on social,
your most publically visible channel. Deliver responses in-context.
With Service Cloud, you can listen to hundreds of millions of
conversations and have automatic routing rules to respond
quickly.
With Service Cloud + Marketing Cloud you can:Listen to over 1
billion social sources such as Facebook, Twitter, YouTube, and blog
posts, to monitor conversations about your brand and
products.Filter through all theses social conversations to identify
only those support and service issues that are relevant to your
customers.Create the business rules that automatically route the
service issue to the right agent at the right time.Proactively
respond and resolve these requests directly in the customers
channel of choice.And finally managers can report and measure the
effectiveness of delivering social support just as they would for
any other channel like email and phone.14
Dostarcz dowiadczenia dla nowej generacji AgentwKonsola
Nowoczesnego Agenta360 stopni pogld Klienta w jednym miejscuKontakt
poprzez wiele kanaw i odpowied zawsze w miejscu zadania
pytaniaRekomendacje w czasie rzeczywistym poprzez podobne
zgoszenia, artykuy, wczeniej zadane pytania i wypowiedzi
ekspertwDue moliwoci konfiguracji konsoli ze wzgldu na sektor i
brane
Wzrost produktywnoci agentw+ 40%
Smart Agent Console
At the heart of Service Cloud is the Agent Console, with an
all-new modern UI to make it easier than ever for agents to find
and deliver the right answers to your customers the first time,
every time.
Service Cloud delivers a single console across channels so that
agents have one common interface to resolve cases regardless of
source. The entire case history is available as a single scrollable
feed called the Case Feed right in the middle of the page so agents
have full context of the interaction before replying to the
customer.A single universal publisher allows the agent to respond
to one place and the reply goes out as an email, a tweet, to the
community, etc. depending on how the case came in.
Service contracts allows for management of complex contracts
where a customer might have purchased different levels of service
for the different products they own (common in b2b). In b2c you
could think of having premium support on your iPad but basic
support on your iPod. With entitlements embedded into the console
an agent can quickly check to ensure the customer is entitled to
the level of support. Entitlements are associated with response
milestones (24/7 support, 1 hr response, etc.) and managers can
track case resolution against those milestones to ensure service
levels are being met in a proactive manner rather than incurring a
fine or creating an unhappy customer.
The console is highly configurable as an agent at an insurance
company will have different needs than a telecom company or
retailer. The console is designed for integration information from
back end systems can be easily incorporated into the console. The
interface is componentized so you can plug in a window into a
billing or order mgmt. system.
The console is designed from the ground up for productivity. It
is intuitive incorporating modern UI best practices. Numerous
productivity tools like keyboard shortcuts for common actions such
as changing the case status and closing it help agents minimize
common clicks. Activity alerts stream real-time information to the
agent such as the customer sending an email reply without
refreshing the screen.
15
Dostarcz swoim pracownikom waciwe odpowiedziKnowledge base baza
wiedzySugerowane artykuy i odpowiedzi w kontekcie tekstu
zgoszeniaDostarcz baz wiedzy w 1 klikniciu poprzez kady kana i
urzdzenieWyeksponuj baz wiedzy na swojej stronie lub poprzez portal
spoecznociowy
Szybsze rozwizanie zgoszenia+ 37%
Knowledge Base
Salesforce knowledge is a comprehensive knowledge management
product that puts answers at agents fingertips.
Salesforce delivers a single knowledge base across channels,
product lines, regions, and brands. Whether the question comes in
via the phone or twitter the customer always gets the same answer
every time. Salesforce knowledge pre-filters articles using
advanced dimensional capabilities so that agents only see articles
relevant to them and dont waste time searching. And with the
Service Cloud Consoles predictive intelligence, the right knowledge
articles are PUSHED to agents, maximizing productivity and ensuring
fast case resolution times.
Salesforce customer have shown 37% faster case resolution time
using Salesforce technologies.
Salesforce Knowledge is one of the only KCS verified Knowledge
Solutions on the market*. Knowledge Centered Support (KCS) is a
methodology and a set of practices and processes that focuses on
knowledge as a key asset of the customer/technical support
organization and companies that adhere to KCS have seen results
including 60% improvements in resolution time 50% increases in
first-contact resolution 40% improvements in agent satisfaction 50%
increases in case deflection.
*RightAnswers is the only other Knowledge Platform that is KCSv5
Verified
16
Wgld w raporty i analizy w czasie rzeczywistym z kadego
urzdzeniaPodejmuj decyzje oparte na aktualnych wynikach i
analizachBuduj niestandardowe, spersonalizowane raportyOtrzymuj
automatyczne powiadomienia kiedy metryki osign zadany poziom
Podejmuj dobre decyzje oparte na prawdziwych danychAnalizy i
RaportyZmniejszenie kosztw obsugi+ 35%
Analytics
Comprehensive reports and dashboard ensure that managers and
executives have access to the metrics they care about be it call
handle time or First Contact Resolution. Salesforce analytics are
easy to configure and dont require IT to setup reports and
dashboards and are available natively on any mobile device. With
Salesforce technologies our customers have reported a 35% decrease
in their support costs. 17
CBRE PS & Service cloud MARCIN DZIDECZEK, PS Business
Integration Manager |Associate Director MICHA KOWALCZYK, Senior
Transition Administrator
Slide Tips:Thank the customer for their timeLet them know that
this is all about them (the customer)Encourage them to make it
interactive
Talk Track:Hi Everyone, my name is ___________ and Im a
___________ at Salesforce. At Salesforce, it is our goal to make
our customers successful. The world is changing, and giving us
amazing new opportunities to understand and connect to one another.
Its time to get ready for a new kind of customer success. And were
going to show you how to do that with Salesforce.
ABOUT CBRE
CBRE Group, Inc. (NYSE:CBG), A Fortune 500 and S&P 500
company headquartered in Los Angeles, is the worlds largest
commercial real estate services and investment firm (in terms of
2015 revenue). We advise property owners, investors and occupiers
on every aspect of their property strategies and assist them in the
development, buying, selling, financing, leasing valuing and
management of their assets.2015/2016 MILESTONESHighest possible
evaluation (five stars) in the IAOPs annual assessment of global
outsourcing companiesOnly commercial real estate services and
investment firm to be ranked among Fortunes Most Admired Companies
for four consecutive yearsRecognised as a 2015 Worlds Most Ethical
Company by the Ethisphere InstituteLipsey Company has named CBRE
the top global brand in commercial real estate for the 14th
consecutive year
GLOBAL
EMEA
Marcin DzideczekPS Business Integration Manager |Associate
Director Advisory & Transaction Services
5+ years @CBRESalesForce Servicecloud - business ownerGlobal SML
for PS Business Toolsfocuses on integration and usage of Portfolio
Services Technology.
MICHA KOWALCZYKSENIOR TRANSITION ADMINISTRATORAdvisory &
Transaction Services
2.5 years @CBRESalesForce and Workflow ADMINISTRATOR for
Portfolio servicesCoordinates transition projects for new
clientsLEASE ADMINISTRATION EXPERT
EMEA SSC IN A SNAPSHOT
2016 WARSAW | EMEACBRE Global Business Services
52
TOTAL EMPLOYEES0PROJECT MANAGEMENTTECHNOLOGYBUSINESSANALYTICSKEY
SERVICES: Established in 2008CORPORATE ACCOUNTINGCLIENT FM
ACCOUNTINGHR OPSLEASE & ACCOUNTING
External Client/CBRE Solution Split75% : 25%
Languages Supported22 spoken41 written
Workforce structure65% female35% maleAvg. age: 29
Number of Clients80+
Certifications & StandardsISAE 3402 ISO 9001
Deal Signed!START
1. Lease Abstraction
Soft Copy sent to CBRE
@
2. Loading Data into Database
3. Managing information in Database
4. Managing Lease payments
7. Presenting Best Solution
6. Negotiating Lease Terms
6. Finding Savings Opportunities5. Providing Insightful
Reporting
A&T Portfolio services
8 000 Cases, 400 abstracts, 99.99 data accuracy
23
Challenge #1: Information search IT Client from EMEA region:
Number of email contacts per day = ~110% of productive time
spent on handling those requests (including updates) =~41%% of
productive time spent on email history research and = ~11% (~25% of
the time spent on handling email request)Time equivalent (for 6
persons) = 105 productive hours (0.66 FTE)
Challenge #2: TASKS TRACKING and controlUK CLIENT: Manual
validation control has been implemented in order to partly cover
the data accuracy requirements.Time spent on this activity is
tracked in manually in excel trackers.
% of Data Admin time = 15%Time equivalent (for 6 persons) =144
hrs (0.9 FTE)
% of Team leaders time = 30%Time equivalent = 48 h (0.3 FTE)
OBJECTIVES (2012)
Robust case management tool Improve existing process controls
and validation processesDecrease manual workloadOne stop shop for
full history in one place Eliminate internal emailsSupport
performance management Support transitions and audit
projectsScalableNo softwareROI
