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How TNT connect to their
customers in a whole new
way
Salesforce World Tour London
21st May 2015, ExCel
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-lo...
Post NL Video
Industry Trends
Black Friday
421%
+
Christmas
“Peak”
Deliveries
Poor Delivery
Experience
35%810M
£
Customer
Satisfaction
4...
“Customer experience has overtaken
price and product as the key brand
differentiator.”
Price Product
Customer
Experience
#...
The Customer Experience Gap
Does your Company
have a 360°view?
Your
Customers
77%
of customers are not
engaged with compan...
How TNT connect to their
customers in a whole new way
Phil Parkin
UK CIO
phil.parkin@tnt.co.uk
@PhilParkin
TNT UK
Connecting to customers in a whole new way
phil.parkin@tnt.co.uk
@PhilParkin
Overview – A Global Brand
9,500
Employees
3,500
Vehicles
UK
58,000
Employees
Global
200+
Countries
1m+
Items Daily
“One of...
Overview – A Global Brand
Outlook
Intercounty
Express
Meeting Our Stakeholder’s Expectations
To use proven cloud or package based technology where possible,
implementing a Minimum Viable Product (MVP) approach for s...
Easier Faster Better
Customer Journey
TELEPHONYSPEECH SELF SERVICE
QUOTE
BOOK
TRACK
CASESCLAIMS
Legacy Customer Service – Burning Platform
2007 2010 2011
Why Salesforce.Com
2014
TELEPHONY
SPEECH SELF
SERVICE
QUOTE TRACK
CLAIMS
BOOK
CASES
INTEGRATION
Minimum Viable Product
service cloud
Demonstration 1
Telephony integration, service console, customer 360°, case management …
Ease of Implementation
Discover Design Develop Deploy
Pilot + Roll Out Phase
Benefits Tracking Phase
Added Value Phase
UK Service Cloud - Milestones
Business Benefits
Agent
On-boarding
Agent
Productivity
1st Time Call
Resolution
Metrics
+
Analytics
So What…..
Customer
Experience
Employee
Engagement
2014 QTR 4 2015 QTR 3
Our Journey
Connecting To Customers In A Whole New Way
Demonstration 2
A day in the life of an account manager …
2014 QTR 4 2015 QTR 3 2016 QTR 1 360°view of the
Customer
Our Journey Our Vision
Connecting To Customers In A Whole New Way
Summary
Choose the right platform & partners
Set achievable and iterative targets (MVP)
Test the solution against customer...
Questions ?
Connecting to customers in a whole new way
22962854
Thank you, London!
1
2
3
Stop at registration, leave feedback for this session, and receive a free gift.
Visit the Campgro...
Thank you
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Salesforce for logistics how TNT connect to their customers in a whole new way

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Salesforce for logistics how TNT connect to their customers in a whole new way

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Salesforce for logistics how TNT connect to their customers in a whole new way

  1. 1. How TNT connect to their customers in a whole new way Salesforce World Tour London 21st May 2015, ExCel
  2. 2. 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
  3. 3. Post NL Video
  4. 4. Industry Trends Black Friday 421% + Christmas “Peak” Deliveries Poor Delivery Experience 35%810M £ Customer Satisfaction 4 %+ Source: Accenture spend trend report 2014, Parcels2Go.com & IMRG 18% + Total Online Shopping Spend YoY
  5. 5. “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1 Source: Customers 2020 Report The Future isAllAbout Customer Experience
  6. 6. The Customer Experience Gap Does your Company have a 360°view? Your Customers 77% of customers are not engaged with companies More demanding than ever: Instant Answers Greater Choice More Control Service Agents Salespeople Deliveries
  7. 7. How TNT connect to their customers in a whole new way Phil Parkin UK CIO phil.parkin@tnt.co.uk @PhilParkin
  8. 8. TNT UK Connecting to customers in a whole new way phil.parkin@tnt.co.uk @PhilParkin
  9. 9. Overview – A Global Brand 9,500 Employees 3,500 Vehicles UK 58,000 Employees Global 200+ Countries 1m+ Items Daily “One of the Leading B2B Express Delivery Companies in the UK” 70 Locations 54 Aircraft 1000+ Locations
  10. 10. Overview – A Global Brand Outlook Intercounty Express
  11. 11. Meeting Our Stakeholder’s Expectations
  12. 12. To use proven cloud or package based technology where possible, implementing a Minimum Viable Product (MVP) approach for short deployment time frames to enable the business to realise benefits quickly (Buy not Build)Methodology To transform the TNT IT systems to ensure they are Easier, Faster and BetterVision Simplify & Transform
  13. 13. Easier Faster Better Customer Journey
  14. 14. TELEPHONYSPEECH SELF SERVICE QUOTE BOOK TRACK CASESCLAIMS Legacy Customer Service – Burning Platform
  15. 15. 2007 2010 2011 Why Salesforce.Com 2014
  16. 16. TELEPHONY SPEECH SELF SERVICE QUOTE TRACK CLAIMS BOOK CASES INTEGRATION Minimum Viable Product service cloud
  17. 17. Demonstration 1 Telephony integration, service console, customer 360°, case management …
  18. 18. Ease of Implementation Discover Design Develop Deploy
  19. 19. Pilot + Roll Out Phase Benefits Tracking Phase Added Value Phase UK Service Cloud - Milestones
  20. 20. Business Benefits Agent On-boarding Agent Productivity 1st Time Call Resolution Metrics + Analytics
  21. 21. So What….. Customer Experience Employee Engagement
  22. 22. 2014 QTR 4 2015 QTR 3 Our Journey Connecting To Customers In A Whole New Way
  23. 23. Demonstration 2 A day in the life of an account manager …
  24. 24. 2014 QTR 4 2015 QTR 3 2016 QTR 1 360°view of the Customer Our Journey Our Vision Connecting To Customers In A Whole New Way
  25. 25. Summary Choose the right platform & partners Set achievable and iterative targets (MVP) Test the solution against customer expectations
  26. 26. Questions ? Connecting to customers in a whole new way 22962854
  27. 27. Thank you, London! 1 2 3 Stop at registration, leave feedback for this session, and receive a free gift. Visit the Campground to meet our experts and see products and solutions in action. Check out salesforce.com/industries to learn more!
  28. 28. Thank you

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