Putting the customer experience at the heart of your company

All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenu

Putting the customer

experience at the heart

Housekeeping

• All lines are muted

• To ask a question, please use the question box on the Go To Webinar tool

• Questions will be answered after the presentation

Agenda & Speakers

• Introduction to Service on Salesforce

- Andrew O’Connor – RVP UKI Sales, Salesforce

• VAX Customer Success Story

- Carole Edwards – Head of Contact Centre, VAX UK Ltd

• Demonstration

- John O’Mahoney – Principal Solutions Engineer, Salesforce UKI

• Q&A and wrap up

- Andrew O’Connor + Carole Edwards

Questions:

• Ask your questions in the questions box on the right of the screen

Future Looking Statements

This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions If any such uncertainties materialise 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 utilisation 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

It’s All About Customer Experience

Customers are increasingly switching providers due to poor customer experience

of the Fortune 500 firms from 2000 do not exist

Source: Accenture, Customer 2020

Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

75 Billion connected products by 2020

connected products per person

58 in the world’s most connected countries

The Customer Experience Gap is Widening

Systems Customers Employees

Disconnected

from:

Faster Smarter More Insightful

Demand service that is:

The Customer Experience Gap is Widening

The Salesforce Advantage

Power customer experience on the Salesforce Customer Success Platform

Apps

Analytics Community

Marketing

Service IoT

Sales

Salesforce Success Services

/

Customer Success

2 million members

/ /

Success Ecosystem

/

Trusted Cloud Platform

Multi-tenant Cloud Model

Fast App Customization Scalable, Meta-data Driven Platform

Driving Customer Success Across All Metrics

Faster Case Resolution

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

Customer Satisfaction

+45%

Average percentage improvements reported by Salesforce customers

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 27th, 2015 Analyst: Michael Maoz, Jim Davies

Gartner has positioned Salesforce

highest for ability to execute and furthest for completeness of vision in the

Growth Driven by Customer Success

Customer Success Story

Carole Edwards Head of Contact Centre, Vax UK LTD

Put Customer Experience

at the Heart of your Company

“With Salesforce, you can be as ambitious and as brave as you want to be There are no limits”

Founded in 1979

UK's best-selling floor care brand

Midlands Contact Centre of the Year 2015

About Us

On premise helpdesk

solution and telephony

solutions had limited

up between them

No single view of customer information

Bad experience for customers having to repeat information

We didn’t know our customers!

Before Salesforce

Integrated Live Agent Chat and Social Media posts

Marketing Cloud Ecommerce Direct Order Integration Customer Warranty Registration Integration

8 week implementation

Our Salesforce Journey

• We now have over 2.5 million customer records together in one place

by agent increased 10%

recommend this as a channel

as our customers

They helped us become award winning!

How Salesforce Helped

“We now have the tools and architecture in place to create a personal and effortless

customer experience that is faster, more

dynamic and ready for the future”

John O’Mahoney – Demo

Principle Solutions Engineer, Salesforce

Questions

To ask a question, please use the question box on the Go To Webinar tool…

Find out more?

• If you are already a Salesforce customer, then please speak

to your AE with any queries or to follow up

• Visit our website to learn more about Service on Salesforce:

Thank you