Unlock the Power of the Salesforce Service Cloud
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Topics Include: Service Cloud Console: Empower your agents with custom console components and increase visibility Case Feed: Streamline multichannel customer support and improve agent efficiency Mobile Customer Support: Provide anywhere, anytime customer service Instant Insights CSR Performance Analytics: Get real-time CSR performance analytics to quickly find and respond to problem calls and improve your contact center operations
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Unlock the Power of the Salesforce Service Cloud
- 1. Unlock the Power of the Service Cloud
- 2. Agenda • Salesforce Service Cloud, Brendan Callum – What’s new and what’s coming • Q&A • Instant Insights, Robert Perry – Performance analytics for contact centers • Q&A 2
- 3. About Perficient Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities. 3
- 4. Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2013 revenue ~$375 million • Major market locations throughout North America • Atlanta, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C. • Global delivery centers in China, Europe and India • >2,000 colleagues • Dedicated solution practices • ~90% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards 4
- 5. Our Solutions Expertise Business Solutions Technology Solutions • • • • • • • • • • • • • • • • • Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management Consulting Business Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social
- 6. Salesforce.com Business Unit • Combined strength of two well established Salesforce.com Gold Cloud Alliance Partners – Previously known as Clear Task and CoreMatrix • More than 450 customers across many industries • Completed ~3,000 Salesforce engagements • Expertise spans many Salesforce Clouds: sales, service, marketing, chatter, communities and development on Force.com • One of the highest Salesforce.com customer satisfaction ratings: 9.5 out of 10!
- 8. Unlock Service Cloud • Service Console • Current: Lookup components, recent tabs • Future: Similar cases, knowledge sidebar • Case Feed • Current: Custom publishers, milestone tracker • Roadmap: More standard publishers, co-browse • Mobile Support • Current: Mobile service package • Roadmap: Salesforce1, Site.com widgets
- 9. Poll Did you attend Dreamforce ‘13? • Yes • Yes… but I partied too hard and missed the Service Cloud roadmap session • No
- 10. Service Console Current State • Best place for agents to work • Tabs and sub tabs for handling multiple cases/records • Lookup components for objects allow easy display of related data (contacts, accounts, etc.) • Recent Tabs allows for quick navigation (like recent items)
- 11. Service Console Roadmap • Similar cases widget will be powered by predictive analytics engine • Revamped knowledge sidebar will allow quick create of article, faster searching • Ability to split console components or pin them to separate tabs/windows
- 12. Poll • Do you use the Case Feed Page today? • Yes • No
- 13. Case Feed Current State • Shows all case interactions in a single feed (enabled by default as of Winter ‘14) • Milestone Tracker allows for simple view of case milestone status/SLA • Basic feed access available in Salesforce 1 (feed view, some post options)
- 14. Case Feed Roadmap • Additional standard feed actions available • Initiate co-browse from case feed (allow instant screen sharing with customers) • Enhanced ability to respond to cases via Salesforce 1
- 15. Poll • Do you have a mobile friendly/optimized support experience? • Yes • No • No – and our customers don’t use mobile devices
- 16. Mobile Support Current State • New free AppExchange package for mobile support pages • Knowledge Base and Chatter Answers Search • Login and basic case management • Multi-channel support options (phone, chat, web) https://appexchange.salesforce.com/listing Detail?listingId=a0N3000000B4ahjEAB
- 17. Mobile Support ROADMAP • Salesforce1 standard pages available for customers • Standard configuration options for apps and pages • Responsive widgets for Site.com (to display cases, kb articles, other standard data)
- 18. 12/18/2013 18
- 19. Instant Insights
- 20. What is Instant Insights? • New product/managed service solution • Medium to large, highvolume contact centers • Leverage contact center analytics to manage and train CSRs • Currently in beta • Future AppExchange and offered as a service • Potentially a very high ROI solution
- 21. Contact Center Challenges How Do Contact Centers Manage Quality and Performance today? • Most contact centers perform random QA • Lack immediate ability to respond to problem calls • Contact centers do not group their CSRs in performance categories • Companies have little visibility into business processes and efficiencies
- 22. Poll For quality assurance and/or training purposes, do you randomly listen to calls in your contact center today? • Yes • No • Not sure
- 23. Goal: Better Contact Centers Leverage the power of Salesforce to become a better contact center • Don’t listen to random calls – ID outlier, problem calls and listen efficiently • ID poorly performing CSRs, listen to their calls, provide coaching, monitor progress • Quartile CSRs by performance. Manage, train and schedule based on objective performance measures • ID inefficient business processes, rework, re-train and monitor progress • Visually compare results from different teams or BPOs • Real time, instant insights into contact center performance
- 24. People: a CFO’s ROI • Similar efforts have seen a 20-second reduction for every 4 minutes (8+%) of average talk time (ATT) • ROI holds in smaller contact centers as well • Easy to calculate ROI • Burden rate x the # of CSRs and supervisors • ATT x cost per second x .08 = ROI • Reduce cost via headcount or working hours
- 25. Secret Sauce • Leverage the capabilities of Salesforce – CRM & CTI are integrated together for analytics • Unique visualizations and drill-down capability • Written in APEX and third-party tools on Force.com • It’s real time • It’s in Salesforce • And it’s in the Chatter case feed
- 26. Poll Is your telephony system currently integrated with your CRM/Contact Center management system? • Yes • No • Not Sure
- 27. Process - Value Delivery WHICH METRIC? WHICH PEOPLE? WHICH SKILLS? WHICH CALLS? COACH! Measure and Monitor
- 28. Top Problem Calls List
- 30. Listen to Calls Immediately 12/18/2013 30
- 35. Chatter Feed
- 36. Customizations Available Case Resolution Time SLA Performance Downstream Purchases or Retention In The Box CRM/CTI Info Average Talk Time Customer Satisfaction Statistics Offers and Acceptances Custom and Side-by-Side Dashboards
- 37. 12/18/2013 39
- 38. Thank You! For more information contact: 877-276-2120 sales@Perficient.com
Notas del editor
- Objective: Explain the Perficient point of view. Demonstrate our passion & belief for the work Perficient is doing.Talk Track:We believe that companies who can unlock the value of Salesforce for their communities – partners employees customers and the public – can transform their business.By extending the Salesforce footprint across their entire enterprise, our customers gain a single, comprehensive view of customer, partner, employee and public communities.Ultimately we have seen Salesforce a transformative impact on many businesses. Customers who have unlocked Salesforce are able to be more responsive, efficient, relevant and social.. Why do we believe this? [MOVE TO SLIDE 7]Discovery Questions:What is your long term vision with Salesforce?How have you thought about expanding Salesforce within your business?Bottom Line: Customers can use all aspects of Salesforce to touch everyone in their communities, and realize transformative power of Salesforce on their business.
- Objective: Help prospect understand how customers engage with Perficient, what kind of question they ask, and what are their motivations. Discover if any of the questions resonate with the prospect. Talk Track:Perficient has over 300 customers, ranging from FORTUNE 500 to fast growing startups. All of our customers ask us one of these three questions. These questions are indicative of where the customer is in their journey with Salesforce. How can I get value quickly with Salesforce? – These customers are typically just getting started with Salesforce. They are evaluating it and want to know how they can get started right away. And see value quickly from their investment. How can we innovate? - This group usually has been using one part of Salesforce for a while. They are asking now how can they innovate even more with Salesforce products. They want to know how they can make Salesforce applications work even better.What more can we do with Salesforce? - These customers are typically using more than one part of Salesforce and want to expand horizontally across their business. Maybe they start with Sales Cloud, then added Services Cloud, and began some work on the Force.com platform. They are bought-in and are asking “How can we do more with Salesforce to really transform our business.”In summary, what you see here is a representation of where companies are in their adoption of Salesforce. Perficient works equally well with all three types of customer on the Salesforce adoption curve.Discovery Questions: Do any of these questions resonate with you?Where do you think you are in the Salesforce adoption curve?Bottom Line: Perficient works equally well with all three types of customers.
- The Challenge:MobileIron experienced explosive growth. In order to keep up with the demand, they needed to graduate from manual sales processes to automated systems.The Task At Hand: MobileIron and Perficient partnered to standardize and automate the entire sales process from lead to cash for the internal sales team, services team, and the channel. They optimized sales and services processes in 3 phases:First, MobileIron and Perficient streamlined existing sales processes by deploying Sales Cloud.Second, Perficient standardized sale processes across the channel by implementing Partner Portal.And third, Perficient brought the service team on the same Service Cloud platform as the sales team for greater visibility and communication.The Result:MobileIron can now hire more reps, engage more partners, handle more orders, and service customers better, smarter, and faster.They are now able to scale the business with fully automated sales and service processes. In 2011 alone, MobileIron grew from 50-250 sales reps. Sales leadership and sales rep love the new automated solution. Leadership is able to more accurately forecast the business and sales reps can manage their pipeline with greater efficiency. Partners are able register deals, manage their pipeline, and access critical sales tools via a single portal. MobileIron customers get superior customer service. Sales and services teams now collaborate on orders through the entire lifecycle on the same platform. MobileIron's investment in sales process automation took them from 0 to 60. And they're only going to go faster.
- The Challenge:MobileIron experienced explosive growth. In order to keep up with the demand, they needed to graduate from manual sales processes to automated systems.The Task At Hand: MobileIron and Perficient partnered to standardize and automate the entire sales process from lead to cash for the internal sales team, services team, and the channel. They optimized sales and services processes in 3 phases:First, MobileIron and Perficient streamlined existing sales processes by deploying Sales Cloud.Second, Perficient standardized sale processes across the channel by implementing Partner Portal.And third, Perficient brought the service team on the same Service Cloud platform as the sales team for greater visibility and communication.The Result:MobileIron can now hire more reps, engage more partners, handle more orders, and service customers better, smarter, and faster.They are now able to scale the business with fully automated sales and service processes. In 2011 alone, MobileIron grew from 50-250 sales reps. Sales leadership and sales rep love the new automated solution. Leadership is able to more accurately forecast the business and sales reps can manage their pipeline with greater efficiency. Partners are able register deals, manage their pipeline, and access critical sales tools via a single portal. MobileIron customers get superior customer service. Sales and services teams now collaborate on orders through the entire lifecycle on the same platform. MobileIron's investment in sales process automation took them from 0 to 60. And they're only going to go faster.
- Objective: Help prospect understand how customers engage with Perficient, what kind of question they ask, and what are their motivations. Discover if any of the questions resonate with the prospect. Talk Track:Perficient has over 300 customers, ranging from FORTUNE 500 to fast growing startups. All of our customers ask us one of these three questions. These questions are indicative of where the customer is in their journey with Salesforce. How can I get value quickly with Salesforce? – These customers are typically just getting started with Salesforce. They are evaluating it and want to know how they can get started right away. And see value quickly from their investment. How can we innovate? - This group usually has been using one part of Salesforce for a while. They are asking now how can they innovate even more with Salesforce products. They want to know how they can make Salesforce applications work even better.What more can we do with Salesforce? - These customers are typically using more than one part of Salesforce and want to expand horizontally across their business. Maybe they start with Sales Cloud, then added Services Cloud, and began some work on the Force.com platform. They are bought-in and are asking “How can we do more with Salesforce to really transform our business.”In summary, what you see here is a representation of where companies are in their adoption of Salesforce. Perficient works equally well with all three types of customer on the Salesforce adoption curve.Discovery Questions: Do any of these questions resonate with you?Where do you think you are in the Salesforce adoption curve?Bottom Line: Perficient works equally well with all three types of customers.
- Can we overlay what our customers ask us with this slide?Logos go monochrome and we use clear task logo as the window with the questions in the center?
- Can we overlay what our customers ask us with this slide?Logos go monochrome and we use clear task logo as the window with the questions in the center?
- Objective: Help prospect understand how customers engage with Perficient, what kind of question they ask, and what are their motivations. Discover if any of the questions resonate with the prospect. Talk Track:Perficient has over 300 customers, ranging from FORTUNE 500 to fast growing startups. All of our customers ask us one of these three questions. These questions are indicative of where the customer is in their journey with Salesforce. How can I get value quickly with Salesforce? – These customers are typically just getting started with Salesforce. They are evaluating it and want to know how they can get started right away. And see value quickly from their investment. How can we innovate? - This group usually has been using one part of Salesforce for a while. They are asking now how can they innovate even more with Salesforce products. They want to know how they can make Salesforce applications work even better.What more can we do with Salesforce? - These customers are typically using more than one part of Salesforce and want to expand horizontally across their business. Maybe they start with Sales Cloud, then added Services Cloud, and began some work on the Force.com platform. They are bought-in and are asking “How can we do more with Salesforce to really transform our business.”In summary, what you see here is a representation of where companies are in their adoption of Salesforce. Perficient works equally well with all three types of customer on the Salesforce adoption curve.Discovery Questions: Do any of these questions resonate with you?Where do you think you are in the Salesforce adoption curve?Bottom Line: Perficient works equally well with all three types of customers.
- Every Contact Center does random QATypical goal is 2% of calls selected randomlyContact Centers do not quartile their CSR’sThey typically stack rankCompanies have little visibility into Business Processes and efficienciesCSR’s hate subjective reviewsManage BPO performancePerformance trending on CSR’s and Supervisors
- Telecom client ROI was 10 min ATT across 3000 CSR’sEstimated savings was 50 seconds per call $5.5M annual savings ($23,000 cost per rep, reduce 8%)300 CSR’s = $550,000 You don’t have to fire people, attrite your 4th QuartileReduce hours for Quartile 4 people
- CSR Performance Chart – Track individual CSR’s performance over time by case typeCase Efficiency – Shows the distribution of ATT by case typePlots the range of ATT for CSRs for each Case typeHelps you find the mean ATT for each case type, identify those above and below it and listen to representative calls This helps you find coaching opportunities or business processes that need optimizationCall Time Per Issue Type – Which case types are taking the most time in the Contact Center?Graphically shows the number of calls, ATT, total time by case type