Salesforce for communications exceeding customer expectations

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

Salesforce for Communications

Exceeding Customer Expectations

SVP, Salesforce Industries

Communications and Media

abaer@salesforce.com

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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

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Safe Harbor

Our Mission: Connect With Your

Customers in a Whole New Way

SNA Terminal

Mainfram

Client

Server

LAN / WAN Client

Server

LTE Mobile Cloud

Millions

Growth in Communications Driven by Customer Success

The Comms Industry Is Experiencing a Radical Transformation

Rapid disruption, and revenue & margin pressures

Video Disruption ​   Connectivity Disruption ​   Industry Consolidation ​   Connected Life Services

Know Me Give Me Control Adapt to My

Situation Help Me as a Team

M a k e I t S i m p l e

Pressures Are Accelerating the Pivot to the Customer

Customer Expectations Are Cross Industry

But Communications Companies Are Not Keeping Pace

Service Providers Customers

* Satmetrix Benchmark 2014

Customer Service

14 NPS

average in telecom

72 NPS

for new entrants*

Sales & Order Management

Service Providers Must Reimagine Engagement

Become Agile

New services, business models to address disruption and changing needs

Regain Customer Trust

1:1, omni-channel, simplified customer journey

Monetize Customer Data

Leverage data science to monetize new services, business models

A conversation with Jason Butcher

Head of Enterprise Sales Tools & Enablement

Vodafone Puts the Customer at the Center of Everything

Global Operation Strengthened by 1:1 Engagement

•   438 million mobile customers

•   93,000 employees

•   Mobile operations in 26 countries and network partners in 50+ more COMPANY SNAPSHOT

WHAT VODAFONE WANTS TO ACHIEVE FOR CUSTOMERS

•   Always best connected

•   Unmatched customer experience in store, online, & on the phone

•   Integrated, worry-free solutions

Systems of

Record

Not Customer-centric

Siloed touch points with limited/no mobile or

social deliver inconsistent, impersonal journeys

Not Agile

Complex integration & customization prevents

launching new services & business models fast

Not Data-driven

Data silos prevents 3600 view of customer needed

to monetize customer data

Reliance on Systems of Record Prevents Customer Focus

Optimized for Transaction Processing, Not Engagement

Systems of

Record

Service Providers Need a Single System of Engagement

System of

Engagement

Mobile Cloud Social Science Data

Customer-centric

Omni-channel, mobile & social for consistent,

simple, 1:1 customer journey to build trust

Agile

Cloud-based open system with easy integration,

configuration & extension for business agility

Powered by Data Science

Customer intelligence around profile, usage and

behavior accelerates monetization

Direct Sales

Indirect Channel

Salesforce Works with Your BSS/OSS Environment

Product

Network

Rating &

Billing

Service Assurance Problem

Billing Order Management

Product

Order Management

Service &

Resource Inventory

Billing

Rating &

Billing

Policy &

Product

Common

Objects

Channels Retail Channel Indirect Direct Sales MDU Centers Call Techs Field Service.com Self Social Care eCare & Commu-nities Apps

BSS

OSS

Network

Telephony

Customer Success Platform for Communications

Powerful Communications Solutions for Both B2B and B2C

Connected Customer:

Create 1:1 Journeys

Design the journey

Personalize content

Generate demand

Subscriber Ordering:

1:1 Omni-channel Journey

Find & learn Configure & collaborate Capture & validate

Subscriber Service:

1:1 Omni-channel Service

Understand context Diagnose problems Resolve the issues

Lead-to-Order: Increase Revenue in B2B Sales

Improve customer interaction Configure-Price-Quote Order management

Customer Success Platform for Communications

Cloud Mobile Social Data Science

The Only Agile Omni-channel Platform for Engagement

Uniquely Salesforce: Innovation, Agility, Cloud, Mobile, Customer

Enterprise Multi-Tenant Cloud

for business and IT agility

A Single Omni-channel Platform

for effortless journeys everywhere

Cloud Collaboration

to harness crowd sourcing and

social interactions of employees,

customers, partners, and networks

Proven Technology

Sales, Service, Marketing,

Communities, Analytics, Apps

Complete

Analytics Community

Marketing Service

Trusted Multitenant Cloud

Scalable Metadata Platform

Customers Sales Reps ServiceField Call Center Reps OperationsOrder Partners

Subscriber

Connected

Industry Solutions

Open

Proven Customer Success

Used by more

than 20,000 B2C

call-center agents

Launched project

in a fraction of anticipated time

Full Siebel replacement

Full Omni-channel transformation integrated with 40 back end systems

Retail Experience

Mark Woodward, Salesforce Master Solution Engineer

Thank you, London!

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