Transforming the customer experience webinar with eurostar

Transforming the customer experience Daniel Kolodynski Customer Experience Specialist, Salesforce Webinar with Eurostar and Salesforce... Agenda & Speakers • Introduction to Service o

Transforming the

customer experience

Daniel Kolodynski

Customer Experience Specialist, Salesforce

Webinar with Eurostar and Salesforce

Housekeeping

• All lines are muted

•To ask a question, please use the question box on the Go To Webinar tool or use #eurostarwebinar on Twitter

• Questions will be answered after the presentation

Agenda & Speakers

• Introduction to Service on Salesforce

- Daniel Kolodynski – Customer Experience Specialist, Salesforce

• Putting the customer first

- Laurent Bellan – Head of Customer Systems, Eurostar

• Demonstration

-Daniel Contreras –Solutions Engineer, Salesforce

•Q&A and wrap up

- Daniel Kolodynski + Laurent Bellan Questions:

• Ask your questions in the questions box on the right of the screen or on Twitter #servicewebinar

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

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

Connect With Your Customers

in a Whole New Way

SNA Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN Client

Server

Thousands Billions connected things Trillions customer interactions

Social

Mobile Cloud

Millions

“Customer experience has overtaken price and product as the key brand

differentiator.”

Experience

#1

Source: Customers 2020 Report

The Future is All About Customer Experience

Connect with your customers in a whole new way Become a Customer Company

Sales

Service

Marketing

Community Apps

Analytics

Transform the customer experience with Service on Salesforce Service Cloud

Sales

Service

Marketing

Community Apps

Analytics

Faster: needs constantly evolving

Disconnected customer data

Not built for speed The Customer Experience Gap

Introducing the New Service Cloud

Personalised service Smarter support

Go faster

S1 Mobile Analytics

Service

SOS for Apps

Deliver Today the future of customer service

Helping Customers Succeed Across All Metrics

Decrease in Support Costs

Faster Case Resolution

Agent Productivity

40 %

+

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected Response sizes per question vary

Average Percentage Improvements Reported by Salesforce Customers

38 %

+

Net Promoter

Score

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)

Laurent Ballan

Head of Customer Systems, Eurostar

Laurent Bellan Head of Customer Systems

EUROSTAR

SALESFORCE AT EUROSTAR AND DISRUPTIONS HANDLING

EUROSTAR KEY FACTS

SALESFORCE IN EUROSTAR

November 2013 at the call centre for call

tracking, compensations and emails

campaign management

16

THE DISRUPTION BUSINESS CASE

THE DISRUPTION BUSINESS CASE

The largest European lorry park : M20 (UK) A26 (FR)

50 miles of stacked trucks

OUR LEGACY SYSTEM CAN’T COPE

Can’t do online as back-end systems does not support free exchange

(even if supported) we could not do 100% online because rail

operators do not have a common distribution platform like airlines do

Customer wants free exchange or refund of their ticket on cancelled or delayed train

NOT THE MOST LOVED EXPERIENCE!

Not quite the most loved travel experience… Not delightfully easy

Legacy Reservation System

Customers expect a prompt answer, online if possible, but does not work

www

Legacy Reservation System

Our customers have to call and wait online at our contact center

Eurostar contact center

IMPROVE SERVICE TO CUSTOMERS

Customers goes online to

request an exchange or refund,

create a case in SalesForce

To cope with volume and increase throughput, why not crowdsource the processing of requests in the company?

www

Legacy Reservation System

Eurostar advisors process customer cases, exchange, refund and respond to customers

Eurostar contact center

Email confirmation

MARCH 2 ND , 2015 : SHOW TIME

12:30 LET’S GO !

Fatality in Kent 11:30 high speed line closed 11:40 all trains held in stations

17 Trains cancelled

9 trains delayed more than 2hrs

5000 passengers concerned Call volumes doubled (5600)

2

MAR

23:30

1090 customer requests processed, using single purpose app

3

MAR

10:00

17:45 line reopens

FROM THE CUSTOMER VIEWPOINT

Were you travelling on a

cancelled train? What can we do for you? Information to recontact you

www

SEEN BY A EUROSTAR ADVISOR

Legacy Reservation System

www

Eurostar contact center

3 – 3 ½ mins / case

processing to 30-50 secs / case

potentially get 10x more people working cases

Email confirmation

SINGLE PURPOSE APPLICATION

IN ADDITION TO SALESFORCE

Find customer reservation

Rebook on next available train

Simple enough, that 3 lines are enough to explain how it works

30 seconds process, can be done by almost anyone…

Customers don’t have to wait on the phone

Despite cancellations, our

customers are happy and know

they can trust us

FUTURE SALESFORCE EVOLUTIONS

Force.com

emails

profile and history

29

Daniel Contreras – Demo

Solutions Engineer, Salesforce

Questions

To ask a question, please use the question box

on the Go To Webinar tool…

…or use #eurostarwebinar on Twitter

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:

www.salesforce.com/uk/service-cloud

• Watch out for a follow-up email next week with a link to this webinar recording

• Visit our website to view previous webinars and sign up for upcoming

sessions: www.salesforce.com/uk/events/webinars

Service Excellence Event London, 23 rd June

Next Up

Register today www.salesforce.com/uk/service-excellence

Thank you