Deliver the future of customer service today

Deliver the Future of Customer Service.. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings

Energy Opener

Deliver the Future of

Customer Service Today.

Bobby Amezaga

Director, Product Marketing

@bamezaga

bamezaga@salesforce.com

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Connect with Your Customers

in a Whole New Way

SNA Terminal

Client

Server

LAN / WAN Client

Server

Cloud Social Mobile

The Future is All About Customer Experience

Source: Customers 2020 Report

“Customer experience has

overtaken price and product as the key brand differentiator.”

Price Product Customer

Experience

#1

The Customer Experience Gap

Yesterday’s Customer

Personalised: want answers wherever they are, in context

Smarter: want the right answers the first time

Faster: needs constantly evolving Painful upgrades & maintenance

Not built for speed or mobile

Disconnected customer data

Introducing the New Service Cloud

Personalised service Smarter support

Go faster

S1 Mobile Analytics

Console Desk

Service Communities

SOS for Apps

Deliver the future of customer service Today.

Deliver the Future of Customer Service Today.

Announcing: SOS for Apps

Personalised: Deliver a 1:1 experience in

any mobile app

Immediate: Deliver service instantly

Connected: In-context service in any

mobile app

Connect 1:1 with personalised service in every mobile app

Personalised

Turn social conversation into social customer service

Introducing: Social Customer Care in Service Cloud

Connect social engagement to your business

process

Personalised: Deliver responses in-context

with connected customer data

Fast: Automatic routing and case creation

for quick response

Personalised

Announcing: Self-Service & Community Templates

Mobile: Responsive design to

engage on any device

Fast: Brand with drag & drop

designer in minutes

Connected to back end customer

data for agents to engage in context

PersonalisedDeliver personalisation at scale

VIDEO

Deliver the Future of Customer Service Today.

Introducing: Smart Agent Console

Easy: Drive agent productivity with new,

modern layout

Fast: Find and deliver the right answers faster

with a single agent view

Omnichannel: Deliver a consistent experience

across multiple channels

SmarterFeaturing: The Service Intelligence Engine

Announcing: Analytics Cloud for Service

Platform: Integrate all your service data

Easy: Designed for your employees, partners, and

managers

Mobile: Your business metrics in the palm of your hand

Smarter

…Any Data

HR 
 Systems 
 Data

Field Service Data

WFM

Data

Brand 
 Loyalty Data

Customer Survey Data

Full CTI 
 Data

Product 
 Data Product 


Returns 
 Data

Kate Mirkin

Service Cloud Product Marketing

DEMO

Antoine de Kerviler

CIO

Deliver the Future of Customer Service Today.

Introducing the New Desk.com

Fast to Get Started: Get up and

Fastest Path to Success Starts with the Cloud

The Salesforce Advantage

Focus on Growth & Innovation

Faster ROI

Continuous security & performance improvement Subscription model

Trusted, Multitenant Cloud

Three seamless upgrades per year

Faster

Customers Experiencing Phenomenal Results

+40%

increased 
 customer
 satisfaction

+42%

faster case 
 resolution

+40%

agent
 productivity

+39%

customer retention

+38%

Net Promoter

Score

+40%

support cost

savings

Salesforce Continues Leadership in Customer Engagement

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.com highest for ability to execute and

furthest for completeness of vision in the Leaders quadrant

Source: Gartner (April 2015)

Deliver the Future of Customer Service Today.

London

Thank you